Customer Service Manager

Treviette Sauls

**** ********** ** *******, ** **616

Home 919-***-****

Cellular 919-***-****

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

Healthcare Services Representative

Summary

• Volunteered to work on multiple studies including Childhood Emotional Detachment

• Worked with study participants to obtain physiological data and perform analysis

• Took care of patients that were in mental health crisis

• Completed initial assessments and contacted the physician on call to discuss cases and determine treatment outcomes

• Facilitated meetings with insurance companies to secure appropriate in-patient treatment or outpatient treatment for patients

• Travel to various sites to work directly with providers to give guidance on proper insurance and billing for North Carolina Medicaid

• Excellent interpersonal skills and problem-solving skills

Experience

ValueOptions, Inc. // Morrisville, NC

Administrative Services Assistant III // 2010 - Present

• Receive, document, and verify all account invoices for Health and Performance Solutions Division. Complete financial coversheets

and submit to accounts payable for processing.

• Interact with Regional Vice President, Department Director, Account Executives, and Account Representatives to ensure accurate and

timely filing of invoices for reimbursement.

• Research invoices through database investigation and by communicating with various client representatives to resolve any questions

or concerns.

• Prepare and distribute all financial account data using PowerPoint and Excel.

• Enter and calculate quarterly statistics and prepare reports.

• Collaborate with Clinical Care Mangers (CCMs) to assist in providing coverage for Employee Assistance Program (EAP) Health Fairs

and Seminar Trainings.

• Support all office staff in general requests and administrative assignments to increase productivity. This includes maintaining

schedules, submitting expense reports, tracking and ordering all office material needs, and responding to client calls/concerns about

EAP benefits.

Significant Accomplishments

• Co-designed and implemented improved HPS Quality Management Audit tool used to track employee performance and provide “real-

time” feedback.

• Initiated paperless tracking system for invoices

• Implemented bi-monthly system to collect billing (bill back) from several ValueOptions accounts

ValueOptions, Inc. // Morrisville, NC

Clinical Services Assistant II // 2009 - 2010

• Complete Employee Assistance Program (EAP) follow-ups and reports for multiple clients/accounts and document in database.

• Review reports to identify cases needing attention to meet performance guarantees.

• Prepare and log Case Activity Forms (CAFs) and invoices to track case progression and to assure accurate payment to providers.

• Maintain Substance Abuse Reports (SAR) and document case progression through correspondence with Clinical Care Managers

(CCMs).

Treviette Sauls Page 1

• Research community resources and provide feedback to CCM as needed to meet resource requests for participants.

• Make outgoing calls to determine appointment availability for access to providers.

• Design and complete productivity surveys by making outreach calls to members and recording survey responses in database clinical

record.

• Assist with the monitoring of data integrity through numerous EXCEL spreadsheets and summarized reports.

Significant Accomplishments

• Updated/corrected database to provide large accounts with multiple tracking reports

• Implemented system to provide account-requested monthly reports, including eliminating backlog of reports.

• Implemented tracking system to keep Director and Clinical Case Managers up-to-date on case status

Alberta's Cleaning Services // Raleigh, NC

Office Manager // 2004 - 2009

• Supervised the hiring and orientation of contractors

• Organized work schedules and set up payroll.

• Facilitated problem solving and customer dispute resolution.

• Maintained business purchases and product inventory

• Planned and scheduled preventive maintenance inspections.

• Tracked equipment issues and acted as liaison to maintenance contractor and facility vendors.

• Managed payroll; submitted federal and state tax reports

• Performed bank reconciliations

Significant Accomplishments

• Increased revenue by more than 35%

• Featured /interviewed on WRAL twice for customer service skills and satisfaction

• Built a “devoted” clientele of very diverse individuals

Electronic Data Systems (EDS)/ HP Enterprise Services // Raleigh, NC

Healthcare Service Travel Representative // 1999 - 2004

• Instructed health care providers in claim resolution in accordance with Division of Medical Assistance Policy (DMA) when

claims denied.

• Collaborated with DMA to update, publish, and implement billing policy changes.

• Researched and documented overpayments, underpayments, and other claim irregularities.

• Wrote change system requests (CSR) or request for research (RFR) as necessary to assist in the reprocessing of claims.

• Present billing information at offices, conferences, and seminars to billing specialists and providers. This included

contacting providers, scheduling meetings, making hotel arrangements, documenting meeting minutes in Medicaid Management

Information System (MMIS) and completing expense reports upon return.

• Assisted Business Analysts in the testing and implementation of new billing system to conform to HIPAA regulations

• Answered large volume of calls when in the office and responded to health care provider questions and concerns.

Significant Accomplishments

• Interacted with more than half the state of North Carolina for office and hospital claims

• Implemented and headed the Provider Education Committee formed to keep providers informed of billing and policy changes.

• Awarded the Provider Representative of the Month Award on numerous occasions

Education

B.A., Psychology, 1996

University of Maryland, College Park, College Park, MD

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