Ahmyia Freeman
Cordova,TN
Summary
Experienced and adaptable remote professional with over six years in technical support, billing operations, and clinical chart abstraction. Demonstrates a strong track record of achieving first-contact resolution, abstracting thousands of medical charts for quality reporting, and enhancing documentation workflows within healthcare systems. Proficient in navigating multiple EMR platforms, resolving complex technical and billing issues, and maintaining audit-ready, accurate records with 98–99% precision. Known for excellent communication, mentorship, and independently managing multiple concurrent contracts with professionalism and efficiency.
Overview
8
8
years of professional experience
Work History
Technical Advisor – Technical & Billing Support
KellyConnect
05.2022 - Current
- Part-time contracts overlapped during transition period
- - Provided technical and billing support to 50+ customers daily, resolving device, connectivity, and account issues with empathy and efficiency.
- - Achieved a 95% first-contact resolution rate and consistently maintained high customer satisfaction scores.
- - Trained and mentored new team members to improve onboarding and performance.
- - Resolved complex billing disputes, reducing complaint volume by 12%.
Chart Abstractor (Contract)
BlueCross BlueShield
12.2023 - 07.2024
- - Abstracted and validated clinical data from 6,500+ medical records to support value-based care programs, HEDIS reporting, and audits.
- - Extracted key health indicators using advanced search techniques across Epic, Athena Health, and other EMR systems.
- - Collaborated weekly with QA teams to maintain >98% abstraction accuracy.
- - Developed a workflow tracker that reduced chart completion time by 8 minutes, boosting daily output.
Chart Abstractor (Contract)
Roper St. Francis
06.2022 - 01.2023
- - Reviewed inpatient, outpatient, and surgical records across multiple departments for regulatory audits and clinical benchmarking.
- - Ensured data integrity through detailed verification aligned with CMS and Joint Commission standards.
- - Maintained abstraction logs tracking 1,200+ charts monthly, with a rework rate below 1%.
- - Partnered with CDI analysts to resolve conflicting documentation and improve data quality.
Chart Abstractor (Contract)
Medasource
09.2021 - 04.2022
- Concurrent contract with UK Healthcare / Able (Aug 2021 – Mar 2022)
- - Conducted comprehensive chart reviews focusing on preventive care and chronic condition documentation for HEDIS data collection.
- - Independently managed high-volume assignments and adhered to strict deadlines.
- - Identified and helped address documentation gaps, reducing rework by 10%.
- - Participated in weekly performance reviews and protocol updates.
Technical Support Specialist
Transcom
11.2019 - 04.2022
- - Delivered remote support to 60+ customers per day for software and hardware issues with >92% customer satisfaction.
- - Adapted communication techniques to handle diverse customer needs and de-escalate challenging situations.
- - Documented recurring issues to enhance support knowledge bases.
Chart Abstractor (Contract)
UK Healthcare / Able
08.2021 - 03.2022
- Concurrent contract with Medasource (Sep 2021 – April 2022)
- - Abstracted data from 5,000+ records for Medicaid quality measures including chronic disease management and screenings.
- - Cross-referenced historical visits and specialist consults to ensure comprehensive data capture.
- - Assisted in pilot testing and improving a remote abstraction platform.
- - Achieved a 99.2% audit pass rate, exceeding quality benchmarks.
Technical Advisor (Tier 1 & Tier 2)
Conduent
09.2017 - 10.2019
- - Provided technical support for government healthcare programs, resolving Tier 1 and Tier 2 inquiries nationwide.
- - Supported 40+ daily contacts, assisting users with healthcare platform navigation and problem resolution.
- - Resolved 95% of escalated cases while maintaining professionalism and empathy.
- - Maintained detailed case documentation for audit and compliance purposes.
- - Coached Tier 1 team members to improve call handling and first-call resolution rates.
- - Collaborated cross-functionally to improve documentation and system workflows.
Chart Abstractor (Contract)
UnitedHealth Group
01.2019 - 08.2019
- - Abstracted and coded 3,500+ patient charts focused on STAR and HEDIS metrics such as diabetes control and colorectal cancer screenings.
- - Navigated Epic, Cerner, and Athena Health systems to extract detailed clinical data.
- - Identified documentation discrepancies leading to a 6% improvement in STAR measures.
- - Ensured HIPAA compliance while managing a secure remote workspace.
Education
Bachelor of Science - Healthcare Administration
Purdue Global University
Lafayette, IN01.2027
Skills
- - Customer Service & Technical Support: First-call resolution, billing dispute resolution, conflict de-escalation
- - Chart Abstraction: HEDIS, STAR, Medicaid/Medicare reporting, NCQA and CMS compliance
- - EMR Systems: Epic, Cerner, Athena Health, proprietary healthcare platforms
- - Remote Work: Independent productivity, compliance adherence, secure workspace management
- - Healthcare Administration: Quality measure documentation, audit readiness, data integrity
- - Software: Microsoft Excel, Word, Teams, Google Workspace, CRM and support ticketing tools
- - Communication: Peer mentoring, technical explanation for non-technical users, team collaboration
- - Compliance: HIPAA regulations, confidential documentation, audit protocols
- Training and mentoring
- Analytics
- Technical operations management
- Network administration
Timeline
Chart Abstractor (Contract)
BlueCross BlueShield
12.2023 - 07.2024
Chart Abstractor (Contract)
Roper St. Francis
06.2022 - 01.2023
Technical Advisor – Technical & Billing Support
KellyConnect
05.2022 - Current
Chart Abstractor (Contract)
Medasource
09.2021 - 04.2022
Chart Abstractor (Contract)
UK Healthcare / Able
08.2021 - 03.2022
Technical Support Specialist
Transcom
11.2019 - 04.2022
Chart Abstractor (Contract)
UnitedHealth Group
01.2019 - 08.2019
Technical Advisor (Tier 1 & Tier 2)
Conduent
09.2017 - 10.2019
Bachelor of Science - Healthcare Administration
Purdue Global University
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