Customer Service Quality Assurance

Dear Hiring Manager,

I am writing to inquire about a possible position within your organization.

I am self-motivated, result oriented professional who possesses excellent

communication, negotiation, managerial, interpersonal and organizational

skills. Experienced in leadership, team building and problem solving;

Strong background in customer service, patient accounts, credit and

collections, audits, information gathering, negotiations and documentation.

Excellent attention to details and deadlines. I can offer your company:

. Over 20 years of combined management experience, including developing

a self pay/customer service division to handle multiple clients

. Computer proficiency, including Microsoft Word and Excel

. Excellent verbal and written communication skills

I am people oriented and have always enjoyed patient accounts, as well as

customer service. I would love to be part of an organization such as yours.

My attached r sum provides additional information on my background and

qualifications. I look forward to hearing from you as soon as possible to

arrange a time for an interview.

Thank you for your consideration.

Gladys Spletzer-Angell

8418 May Street

Tampa, Florida 33614

*************@*****.***

Home: 813-***-****

Cell: 813-***-****

Gladys Spletzer-Angell

8418 May Street, Tampa, Florida 33614

813-***-****, *************@*****.***

Job Objective: To obtain a management position with a reputable and

stable organization, where my knowledge and experience would be fully

utilized and where opportunities for advancement are based on performance

and production.

Credentials / Accomplishments

An accomplish upper level project manager with more than 20 years combined

experience in Call Center/ Customer Service/ Bad Debt Collections/

developmental audit and progressive Human Resources experience. Able to

perform in a fast paced, deadline driven environment and the ability to

handle multiple responsibilities. Successful in improving bottom-line,

production and revenue goals through cross training. Successful in

enhancing the efficiency of any operation by auditing, developing and

implementing programs and guidelines that have a direct and positive impact

on employee production and effectiveness and work processes and efficiency.

Exceptional computer literacy; experience in Microsoft Word, Windows NT,

Power Point, WordPro, Lotus,Ami-Pro3.1, N-Sure system by data general,

Panasonic printers, Konica copier & fax, NCIC, FCIC, FCAS System, CUBS

system, CIM system, predictive and data manager dialers.

Excellent organizational skills in all aspects of corporate functions and

procedures.

Experience in medical billing, collection of small & high balance; skip

tracing, account resolution, insurance follow up. Knowledge on ICD-9

coding, UB92/HCFA 1500 billing. Experience in all aspects of collections,

pt disputes, debt validation, quality assurance reviews, departmental

training, bankruptcies, probate, and violations of fdcpa/consumer law /

PHI.

Ability to handle incoming/outgoing customer relation phone calls.

Certified law enforcement. FDCPA certified. AFAA certified. 1st aid & CPR

certified/instructor.

Bilingual, fluently speaks and writes English and Spanish.

Great verbal /written skills.

Punctuality was valued by previous employers

Self motivated with no hesitation to take initiative to accomplish set

goals

Past Employers

June 2002 - March 2011 Physicians Independent Management Services: Pt

Accounts & Corporate Training Division Mgr.

- Successfully developed a Collections Department which

included creating policy, procedures and training manuals

and hiring qualified staff. Improved over all debt

percentages and reorganized office personnel to improve

productivity

- coordinated all collection activities, negotiated

contracts with outside agencies to maximize recoveries.

- Worked closely with HIPAA compliance officer on all

aspects of collections, pt disputes and QA reviews.

- Received and reviewed patient financial applications for

possible charity/ discount programs

- Worked closely with Legal dept. in matters of patient

bankruptcies, deceased/probate, disputes or violations of

consumer/PHI.

- Instituted a self pay department.

- Developed an early out program for 3 major clients which

resulted in increased revenue.

- Both developed and implemented customer service and

collections procedures.

- Developed guidelines for

departmental training

- Improved collection efforts

through training and team work

Jan 2001 -June 2002 PCMS, Inc: Collections Mgr

- Responsible for payroll

- Responsible for flow increase of

accounts receivables.

- Supervised daily office operations

of patient accounts department.

- Worked and monitor all weekly and

daily reports to provide status of accounts for each

client.

- Responsible for implementing and

monitoring daily/weekly quality assurance

reports

- Responsible for monitoring patient

accounts reps to include EOS/ payment monitoring accounts

/ large and small bad debts.

- Monitoring the collectivity of all

accounts with balances ranging from $25.00 to $227,000.00

- Responsible for orientation and

training of new hires. Responsible for organizing and

creating reports such as: Employee attendance and audit

reports that were later on adopted company wide.

- Responsible for uploading and

downloading dialer campaigns.

- Handling client relations, CBI

deletions and reports.

1994-1996 / 1999 - 01/2001 NCO Financial System Group:

EOS/Collections Mgr

- Supervised daily office operations for over 40 full-time

employees

- Worked and monitor all weekly and daily reports to

provide status of accounts for each client.

- Responsible for implementing and monitoring daily/weekly

quality assurance reports.

- Responsible for all accounts with balances less than one

hundred thousand for a combined A/R of sixty million

dollars.

- Monitored collectivity of all accounts with balances less

than $499.99, with balance after insurance.

- Responsible for all new hire orientation and training.

- Responsible for maintaining records and contact with

payers/clients regarding manage care/commercial accounts.

- Other requirements included: administrative and clerical

duties, knowledge of all client specifics and

communication with other department managers/team leads.

1996- 1999 Marine Corps Welfare and

Recreation: Assistant Manager

- Responsible for daily operation and administration of the

largest Staff Non- Commissioned Officers Club in the US

Marine Corps.

- Managed and supervised over 35 employees.

- Conducted employee training and counseling.

- Developed procedures that improved club administrative

efficiency by 80%. Developed programs and organized

events that were responsible for a bottom line increase

of over 125%.

Medaphis Corporation: Administrative Assistance

Hillsborough County Sheriff's Office: Law Enforcement Officer

Courses Taken/ Continued Education

o Windows 95

o Lotus 1-2-3

o WordPro

o American Red Cross certified Instructor

o FDCPA Certification

o Powerful Communication Skills

o Coaching, Mentoring & Team Building Skills

o Excel 2000- Level 1

o Excel 2000-Level 2

o Excelling with Exceptional Customer Excellence

o Excelling with Exceptional Personal Power

o Conducting Employee Performance Evaluations

o Highly Effective Criticism & Discipline skills for Mgr

o Essentials of Communication

o Strengthening your People Skills in the Workplace

o Collecting Accounts Receivable

o Handling Difficult and Demanding Customers

o Eliminate Harmful HIPAA Hurdles

o Fraud and Abuse

o Powerful Communication Skills for the Workplace

o How to Motivate, Manage and Lead a Team

o How to Handle Difficult People

o Improving Performance in the Work Place

o Powerful Communication Skills for Women

o Collection Law in Florida "The Good, the Bad and the Profitable"

o Building Bridges

o The leadership & Team-Building Experience

o 5 dysfunctions of a team

o "Seeing it through the Customer's Eyes with Knock your socks off service"

o "Month End Strategies" for Organization-Wide Accountability

o Recovery Audits: How to protect your Practice's Revenue

o Effective Auditing & Monitoring: essential elements & advance techniques

for success

o Sexual Harassment in the Work place

o Provider Requirements under new bankruptcy law

o Negligence and Incident Reporting" @ UCH

o Through the eye of the camera: employee motivation n retention UCH

o Six Strategies to negotiate managed care contracts & pinpoint pmt

problems

o From past due to PIF(A/R collections seminar) collecting from your pts

o Professional Telephone skills

o Effective Team Dynamics

o Harassment & Diversity Training for mgrs

o The Essentials of Collections Law 2007

o Employee performance appraisal

o Corporate Culture

o The Essentials of Communication & Collaboration

o Avaya Patient Payment Recovery Solution "Webinar"

o Memory Training

o Investor education

o Credit and Collection Law

Contact this candidate