Tracy R. Offer
Laurel
Overview
17
17
years of professional experience
1
1
Certification
Work History
Member Experience Receptionist
Kaiser Permanente
05.2017 - Current
- Ensures patients are registered appropriately for scheduled appointments and account information is confirmed to include appointment type, benefit coverage, creates armbands, reconfirms for accuracy
- Retrieves, distributes, reconciles, and deposits change fund
- Schedules Appointments, Coaches staff for improvement, creates daily work schedule
- Communicates with medical staff (Physicians/Nurses/Clinical Assistants) to ensure patients are provided with detailed instructions for current-future visits/medications
- Collaborates with clinical partners and business partners to ensure prompt communication
- Health & Safety Specialist member of Facility Safety Committee
- Round medical center for slips/trips/falls preventative measures
- Submits monthly safety messages/reminders, documents safety incidents
- Communicates with staff, management, security, housekeeping regarding safety concerns
- Member Services: update demographics, change center locations/physicians, benefits, collect past due payments and apply to accounts, current co-pay, reset passwords to kp.org, provide kp.org tutorial
- IT Liaison-escalates software application errors to IT Solutions Consultant/Analysts Round to each workstation allowing IT remote access using the session keys provided
- Lead-COVID-19 Project with minimal supervision
- Educated staff on check in process
- Maintained Excel log of discrepancies/made corrections
- Monitored schedule for daily workflow
- Collaborated with Lead Nurse to ensure members are being serviced accordingly
- Collaborated with various Clinical Operations Managers/Directors regarding needed pamphlets, vaccine flow of clinic
- Educated medical staff on proper dosage count
- Created new accounts for nonmembers
- Worked closely with Property Manager providing count status of daily schedule and hours of operation for clinic, reported maintenance issues
- Collaborated with Housekeeping Manager on cleaning needs, status of employees and signed off on completion of weekly work
- Worked closely with Security Manager regarding status of employees, hours of operation for clinic needs
- Worked closely with Office Service Manager for ordering supplies related to COVID Clinic (serviced over 3k members a month)
Customer Service Rep/Patient Financial Services
Kaiser Permanente
11.2013 - 05.2017
- Aided members in resolving issues, including clarification of benefits, medical referrals
- Provided continuation of care with proper Health Plan Medical Group, facility personnel to obtain information relevant to the concern or inquiry as needed
- Ordered HIPAA Certificates, medical cards
- Helped members with financial hardship (MFA, Medicaid, payment plans)
- Accessed EMR to help members understand their Professional Bill Summaries
- Performed claims/referral status for members and providers
- Provided members/providers with Primary & Secondary information and benefits accordingly
- Documented complaints/compliments HIPAA issues accordingly as well aided with resolution based on the nature of the issue
- Expedited appeals via CHATS/paging
- Processed premiums/co-payments via credit card/EFT/ACH, advised of account status, rate, balances
- Communicated with OPM Representative (in-house) and Client Services when account information needed to be corrected/updated accordingly, made appointments
- Tracked status of pending complaints and provided follow-up calls accordingly
- Assisted Team Manager with various duties (reports, coached team members)
Accounts Payable II/Customer Service Representative
Kaiser Permanente
07.2008 - 11.2013
- Reviewed and analyzed incoming documents/invoices, processed payments according to payment terms
- Processed check request and employee expense reports
- Maintained 20 vendor accounts, processed EDI invoices
- Communicated with Purchasing Group to resolve contractual issues
- Verified PO numbers, discounts, signature approvals/verification, vendor demographics and proper G/L coding, reconciled monthly vendor statements
- Assisted Onelink Developer with information regarding the necessary fields and information needed to aide in the development process as well as testing
- Reviewed/audited 400 P-card statements monthly (ensured accuracy of transaction dates, required signatures, original receipts, prompt receipt of statements, suspensions, intentional/unintentional fraud, transaction classification, signature verification)
- Assisted Onelink Developer(s) by explaining the breakdown of A/P features during the initiation stage required to complete the software development application to process expense reports and vendor payments reviewed demo with developer(s) to ensure features were programmed and operated accordingly
- Worked closely with VPs, Senior Executives and Executive Assistants
Education
Certified Nursing Assistant -
The Nursing Assistant Academy
MD11.2025
Medical Assistant-Curriculum -
Montgomery Community College
11.2024
Wellness Coaching-Understanding the Person -
Cornell University
10.2024
Grief Therapy -
The American Institute of Health Care Professionals
06.2024
Understanding Depression -
Harvard Medical
06.2023
Identifying Early Signs of Psychosis in Adolescents and Young Adults -
Stanford Medical
05.2023
Introduction to Food and Health -
Stanford Medicine
05.2023
Mental Health and Nutrition -
University of Canterbury
05.2023
COMPTIA A+ 220-1101 -
Cybrary IT
04.2023
Applying Health Coaching in Patient Care Certificate -
Doanex University
05.2022
Skills
- Provider Management & Operations
- Epic
- KMATE
- KP Admin Tool
- Kiosk
- Refund Portal
- J-Point
- Diamond
- CHATS
- CARS
- MACESS
- SLP
- IBM Notes 9
- Lotus Notes
- Skype
- Microsoft Office
- Service Now
- Onelink
Certification
- Certified Nursing Assistant, A00224940 01/2026
- Basic Life Support Certification (BLS) 01/2026
- Bloodborne Pathogen, 5F2857C 01/2026
- CPR, 04/2025
Timeline
Member Experience Receptionist
Kaiser Permanente
05.2017 - Current
Customer Service Rep/Patient Financial Services
Kaiser Permanente
11.2013 - 05.2017
Accounts Payable II/Customer Service Representative
Kaiser Permanente
07.2008 - 11.2013
Medical Assistant-Curriculum -
Montgomery Community College
Wellness Coaching-Understanding the Person -
Cornell University
Grief Therapy -
The American Institute of Health Care Professionals
Understanding Depression -
Harvard Medical
Identifying Early Signs of Psychosis in Adolescents and Young Adults -
Stanford Medical
Introduction to Food and Health -
Stanford Medicine
Mental Health and Nutrition -
University of Canterbury
COMPTIA A+ 220-1101 -
Cybrary IT
Applying Health Coaching in Patient Care Certificate -
Doanex University
Certified Nursing Assistant -
The Nursing Assistant Academy
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