Customer Service Manager

Hilton Jackson[pic]

*** **** ******** *** . *********, Texas 76018

817-***-**** . abjvsf@r.postjobfree.com

Health Care and Customer Service Manager

Customer service manager with 15+ years experience. Expertise in the

health care industry, recovery auditing, physician billing, collections,

and quality control. Proven ability to manage high-performing, cross-

functional teams, improve efficiency of internal operations, and process

improvements. Demonstrated skill in using research to support recommended

improvements, in communicating orally and in writing, and in maintaining

excellent customer relationships.

Account Manager . Client Relations . Contract Negotiations . Customer

Service . Expense Control

Financial Analysis . Interviewing . Loss / Prevention Control . Office

Administration

Operations Management . Product Marketing . Project Management . Public

Relations

Quality Control . Research . Research / Development . Sales . Team

Facilitation

Total Quality Management .Training / Development [pic]

Career Achievements

> Supervised physician billing and collections teams of 17 employees for

clinical departments including ophthalmology, pediatrics, neurology,

dermatology, otolaryngology, and obstetrics.

> Supervised staff of 10 who used data collected to attempt collection

of payment.

> Ensured production and quality control standards were met by reviewing

management reports.

> Assigned work load to meet production requirements by evaluating

production reports.

> Reviewed and analyzed internal operating systems for efficiency.

> Wrote effective contracts for healthcare providers with a high level of

successful fulfillment.

> Critiqued programs to ensure the processes were regulated and well-

designed and provided streamlined processes that decreased expenses.

> Created and implemented research and information gathering techniques

which provided accurate and updated information for system-wide, single

unit, and department planning.

> Wrote well-documented audit claims consistent with CCA's standards.

> Forwarded observations and recommendations to senior management to

reflect changes resulting from reviewing reports and other data and

identifying conflicts and writing resolutions.

> Conferred with physicians to discuss billing and coding trends and any

education issues discovered while reviewing billing encounter forms

and documentation.

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Professional Experience

UT Southwestern Medical Center. Dallas, Texas. 2008 - Present.

Reimbursement Manager, Physician Billing

. Emphasize correct hospital and clinic billing and client

relationships to staff to ensure proper billing.

. Pinpoint billing trends to report to physicians to facilitate

correct coding of patient records.

. Diminished missed authorization denials for same day surgery and

major procedures through training of clinic staff and physicians.

Selected Accomplishments

> Earned coding certification.

> Modernized department billing procedures.

> Trimmed billing lag time by increasing staff and establishing

accountability for support staff.

Connolly Consulting Associates. Frisco, Texas. 2005 - 2008.

Senior Auditor

. Audited multiple major healthcare platforms.

. Successfully maintained auditing and approval rating of better than

98% as required by healthcare vendors.

Selected Accomplishments

> Recognized as one of top 3 auditors with over 2,000 hours worked

per calendar year.

> Upheld appropriate level of productivity.

UT Southwestern Medical Center. Dallas, Texas. 2003 - 2005.

Physician Collections Supervisor

. Conducted Medicare Part B training for all new hires to assure

proficiency.

. Executed performance reviews for 17 employees with no redundancy.

. Eliminated routine denials and increased collections percentage for

all 6 clinical departments.

. Provided coaching and mentoring for a group of physician

collections specialists and claims analysts.

. Decreased staff turnover by implementing additional training where

needed.

Selected Accomplishments

> Increased collections resulting in over $1 million over budget

while sustaining collections over that budget for 5 consecutive

months for the Department of Pediatrics.

> Reported over $1.5 million more than was collected the previous

fiscal year.

> Raised overall collections by 19%.

Hospital Resource Management. Dallas, Texas. 2001 - 2003.

Operations Supervisor

. Supplemented audits by increasing sales opportunities within

existing audits.

. Met with CEOs and CFOs to discuss audit findings and

vulnerabilities based on trial or concurrent audits.

. Supplied detailed summary reports of incorrect payments identified

and submitted for payment.

. Supervised staff of 10 collection employees while traveling and

auditing.

. Traveled 75-100% of the time and became "Road Warrior."

Selected Accomplishments

> Grew company's profitability by 20%.

> Amplified sales opportunities by performing audits and

developing relationships by examining overall business

structures.

> Promoted company's ability to assist with revenue cycle

management.

Gentiva Health Services. Irving, Texas. 1995 - 2001.

Chronic Care Service Representative

. Educated staff, physicians, patients, and community new

advancements in specific therapies.

. Facilitated support groups to benefit patients and manufacturers of

products specific to Chronic conditions.

. Managed territory from Fort Worth to locations as far as Midland /

Odessa, Texas for chronic patients and chronic care facilities.

Selected Accomplishments

> Increased chronic patient load based on patient referrals and

retention.

> Completed sales training to provide additional opportunities for

the southwest region.

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Education and Professional Development

Business Management. Louisiana Tech University. Ruston, Louisiana.

Ophthalmic Coding Specialist. OCS ID #186632

Knowledgeable about IV pharmaceutical products and diagnoses.

Hiring Winning Talent . Conflict Management Training . Sales Training

Courses

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Technical Skills

Microsoft Excel, Word, Access and PowerPoint,

AS400 . Meditech . SMS . SSI . IMaC

Electronic Billing Systems: ASAP . MEDVACS@ . CATTS . UNET, Epic Resolute,

Epic Cadence/Professional Billing Knowledge

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Community Service

BOTM. Founding member and campaign director. Entrepreneur and community

service network organization.

Mentor. Big Brothers / Big Sisters of America.

Member. Dallas Chamber of Commerce.

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