Customer Service Sales
Resume:
BRENDA PERRY
***** ******** **, *******, ** *****
abl6df@r.postjobfree.com
CORE SKILLS
Leadership Revenue growth P/L Management Staff Development
Creating a culture of success Team Player
Professionalism Sales/Marketing
Performance Management Strategic Planning Negotiation
Skills
Relationship Building Cost Control
Strong Technical skills
SUMMARY
Over 15 years of professional A/R experience, I am looking for an
opportunity to relocate to India. As Call Center, Operations, Revenue
Cycle Management, Senior Business Consultant, A/R management, and
Development; this has given me a unique mix of skills and expertise in all
areas of management. Having a proven record of unprecedented
accomplishments; I am self motivated, I take initiative, committed, team
player, with a high ability to tolerate stress, and be creative and
successful.
Experience and Achievements
Senior A/R consultant-Western Region; The CSC Group-July 2009-December 2009-
Home Office corp. office located in Strongsville, Ohio (Company down sized
not long after I started, and is now in receivership as of Oct. 2009) The
CSC Group developer of business software solutions for healthcare. CSC
develops and supports the PAPERS suite of healthcare revenue cycle
products, utilized by major hospitals. Profitably manage and expand
assigned territory. 1M establish customer upgrade sales goal.
> Excellent knowledge of Revenue Cycle with-in hospital systems and
large physicians groups.
> Development of management & KPI reporting around A/R.
> Ensure client satisfaction by the delivery of quality output
> Implement controls to ensure appropriate billing and payment cycles
and accurate and timely billing.
> Provides strategic direction, critical analysis and senior technical
leadership to IT to ensure system capability for new contracts and
program offerings, in addition to sufficient contact and education to
exchange electronic transactions for A/R capture.
> Demonstrates product and emphasizes salable features. Prospecting and
presentation skills in order to close deals with C-level executives.
> Communicates effectively with internal support teams to ensure proper
pricing and implementation. Ability to maintain proactive contact with
clients.
> Project Manage large-to-medium size projects with both internal and
external applications.
> Prepares reports of business transactions and keeps expense accounts.
> Ability to analyze and understand technical components and industry
terminology. Convey knowledge of a project's requirements in order to
manage each opportunity through the sales cycle
> Enters new client data and other sales data for current clients into
database.
> Develops and maintains relationships with purchasing contacts.
> Ability to develop and convey a cost/benefit analysis for proposed
solutions.
Senior Operations Director-Eastern Region; Us Physical Therapy-November
2006-July 2009 Houston, TX.
Managed designate activities as it relates to ongoing Operations and
Development of each clinic's growth for over 100 Physical and Occupational
Therapy clinic (partnerships), totaling about 270 therapists throughout the
Eastern Region as well as managing about 70 Billing and Collections
employees CBO and 80-90 Front office employees off-site. In-addition 5
Physician practices (partnerships) revenue cycle management in a physician
practice setting. Oversee and managed all functions pertaining to the day
to day operations of the Region.
> Managed Liaisons for billing, collections, registration staff-Co-
Managed Physical Therapist; responsible for 1) Provides leadership to
department on contract, billing and collection issues. 2) Tracking
and prioritize denials, 3) Identify root causes, 4) Patient Access 5)
Charge Entry 6) Quality Control. 7) Development of management & KPI
reporting around A/R.
> Co-Managed Sales Representatives responsible for 1) Increasing Market
Share 2) Change in payor mix 3) Execute business plan to achieve sales
goals 4)Develop and maintain relationships with new and existing
clients while delivering exceptional customer service.
> Worked as needed directly VP or COO on all operations business
processes through Billing, Collections, business development, labor
analysis, manage equipment inventory, Customer Service, financials,
P &L.
> Analyze and help trouble shoot problems and implemented work-around
and procedures to ensure smooth and accurate workflow in patient
access and all other departments. Provides analysis and detailed
reports on issues affecting Billing, EDI, Contract Administration and
Medicare/Medicaid to the VP and well as direct and indirect reports.
Researches, implements and ensure that staff tests new lines of
electronic billing and posting, and conducts other projects requiring
vendor contacts. Provides expertise on technical EDI issues.
> Anticipate needs also, developed strategies to support strong key
business objectives impacting visits and referral growth. Communicated
and facilitate daily operational needs of each clinic with all
corporate departments to include but not limited to; Billing policies
and procedures for all carriers in all states including government
carriers, HIPAA, Compliance - Fraud and Abuse, Contracting,
Credentialing, Compliance state laws, HIPAA, Billing, Legal,
Accounting, IT, Purchasing and Development, help to shore up
deficiencies with-in a clinic.
> Proven ability to effectively manage multiple project priorities
across multiple departments. Strong working knowledge of computers and
ability to multi-task.
> Responsible for the reconciliation of GL to Regional Financials daily.
> Identified and developed strategies to support key business
objectives, and bottom line results.
> Provide review, and direction if needed contracting process, terms and
conditions, models and reports.
> Ensure compliance with fair debt collection Practices Act.
> Ensures the Company is complaint with contractual obligations.
> Ensures department activities are performed in accordance to standards
and best practices.
> Experienced in recruiting new PT's as well as other clinical staff,
front office and sales staff. Responsible for due diligence and
Performa's of new partner candidates, and optimal growth and market
share of new clinics partnerships.
> Increased Regional Net Revenue from; 42M in 2005 to 45M in 2006 7%
increase, 2007 increased revenue from 45M in 2006 to 51M a 13%
increase through strategic planning, implementation of niche programs,
increase DME business, change in payor mix and training staff.
Managing n compensation plans, managing PT and Physician billing and
collections, developing business plans, managing multiple-sites, and
budgets. Completed individual clinic financials, P &L overview and
training of clinic Directors and staff on key indicators, such as
payroll cost, total cost, net margin percentage, cancellations and no
show plans, billing policies and procedures for all carriers in all
states including government carriers, HIPAA, Compliance - Fraud and
Abuse, as well is stress better customer service through superior
clinical outcomes. Ensures department activities are performed in
accordance to standards and best practices.
> Responsible for all projects relating to A/R management, EDI, Billing,
Contract Administration, Medicare and Medicaid.
> Decreased Bad Debt by 2% in 2007 and increased monthly Collections by
3M in 2007; working weekly with the regional Billing and Collection
liaisons to establish and communicate monthly goals and ensure timely
and accurate billing of all patient accounts accordance with state and
federal regulations. Experience with EDI interface, CRMS, PQRI,
Medicare Advantage, and all Managed Care Plans. Researches, implements
and tests new lines of electronic billing and posting, and conducts
other projects requiring vendor contacts.
> Increase Sales/Volume by impacting visits and referral growth meeting
and exceeding regional sales goal; total patient visits 428,936 in
2005 to 459,683 in 2006 a 30,474 increase in visits/volume.
Additional increase 459,683 in 2006 to 517,854 in 2007 a 58,171
increase in visits/volume. Implemented a standardized marketing
schedule for clinics with substandard performance. Implemented monthly
and weekly conference calls as needed. Also completed onsite visits
to strategize and customize a marketing action plan for each clinic to
increase volume, uncover new business opportunities with state and
local government employers as well as workers compensation adjusters.
Review whether the training needs of all operation employees
identified and training is imparted to bring the level of employees as
expected.
>
Senior Business Consultant; International Profit associates-April 2003-Nov
2006-100% Travel
As a Senior Business Consultant I counseled and worked with over 16 small-
medium business through-out the United States and Canada to facilitate and
maintain positive cash flow, controlling costs and to accelerate profitable
growth. Examples are: Hospice, Ambulatory Surgery Centers, Hospitals E/R,
Anesthesia, and Physicians Clinics.
> Researched, identified and develop strategies to support key business
objectives. Developed solutions that produced positive results in a
cost-effective manner and ensure that the client had a positive cash
flow for current and future business needs.
> Identified risk and created accurate risk mitigation plans.
Participates and contributes to the development of the ongoing and new
training program.
> Business Process Analysis; Identified and documented current business
process and workflows for all departments within the organization,
with emphases on BPO, Revenue Cycle and Marketing, Cash flow,
Collections, Bad Debt., EDI issues, Patient Access, Budget, breakeven,
Labor Analysis, Billing policies and procedures for all carriers in
all states including government carriers, HIPAA, Compliance - Fraud
and Abuse, 1) These processes maximized cash flow 2) Identify root
cause.
> Development of management & KPI reporting around A/R. Implement
controls to ensure appropriate billing and payment cycles and accurate
and timely billing.
> Write and implement appropriate billing policy procedures, and
procedures for all billing activities including follow-up on third-
party approvals and collection of overdue patient accounts as needed
> Provide review, oversight and management of contracting process, terms
and conditions, models and reports.
> Monitored the internal and external environments for issues and or
trends that changed the projects outcome. Prioritized business, write
and enforced actions plans, best practices analyses, and workflows.
In most cases:
> Increased Sales by 9-21%; Introducing and implementing new marketing
programs and sales approach.
> Decreased Bad Debt by 2%-5%; Focusing on high balance over 120 day
past due accounts.
> Increased Net revenue by 7%-11%; Re-focused staff on the customer
service principles, and help increase productively, decrease errors,
and follow-up to ensure denied claims are paid timely.
> Develops and achieves goals of maintaining accounts receivable at or
below established goals.
Southeast Regional VP; Collection Company of America- February 1995- March
2003-Atlanta, GA;
Oversee the day to day operations collection agency with call center.
Responsibility was to optimize and coordination of duties between recovery
and operations to assure maximum key performance, strong customer service,
as well as effectively use of technology (auto dialer) to optimize
collections process. Responsible for managing a staff of 105-115 employees
which included; medical collectors, all other type collector, medical
billers, assistant managers, bookkeeper, account services representatives
and a receptionist.
> Manages the day to day operations of division within the region.
Implement executive strategies.
> Direct and provide management to all Specialists, Managers, and
Business Directors responsible for critical core business initiatives
and objectives.
> Delegate and prioritize collection accounts to be worked daily if
necessary. Ensure all accounts are worked in a timely and efficient
manner.
> Responsibility to determine each year budget and responsible to ensure
budget goals for region is met, in-addition sites financials and
forecasting. Complete RFP, and ensure compliance to contracts and
terms
> Direct team to reduce expenses and control business processes.
> Direct the strategic and tactical activities of a call center.
> Execute and manage long and short term productivity strategies to meet
company and client expectations.
> Use technology effectively to ensure predictable outcomes
> Review all adjustments and refund for accuracy. Authorize or forward
all adjustments and refunds reviewed according to the delegation of
authority. Assist in coordination of collection audits on accounts
when needed.
> Completes monthly/daily reports that communicate the performance and
progress of the department.
> Knowledge, understanding, and ensures compliance with all applicable
Federal, State, and Local laws and regulations relating to job duties.
> Increased monthly revenue from 7.2M to 7.8M through recruitment,
training, by setting and the enforcement of department Billing and
Collections goals, and standards.
> Evaluate staff on job performance. Meet with staff on a weekly or
biweekly basis to discuss quality of work, productivity standards,
attendance, and carrier issues.
> Direct the hiring, training, and development of staff on best
practices and performance improvement. All needed to promote
exceptional customer service. Worked to minimize staff turnover
through good management, teamwork and on going training
> Provide feedback to senior management concerning possible problems or
areas of improvement.
> Held systematic client strategy meeting with clients to provide
project updates, build relationships and resolve problems.
> In-addition held quality assurance, performance improvement and
strategy meetings monthly with staff
> Implement productivity standards and maintain reports identifying
compliance.
> QA- adjustments as necessary (i.e.; good faith, settlement, etc.).
> Ensure predictive and auto dialer used daily effectively.
> Healthcare Billing and collections.
> Denial Report - Identifies specific denials posted from EOB's
received.
> Clearinghouse Reports - Identifies specific denials for claims
submitted electronically.
> Maintain strict confidentiality in accordance with HIPAA regulations
and Company policy.
> Ensure employees contact parents/patients/provider to obtain accurate
insurance information.
> Review accounts for accuracy (i.e.; payments have been posted
correctly, appropriate contractual allowed adjustments have been made,
etc.).
EDUCATION
Bachelor of Arts, Business Administration Tulane
University
United Stated Army Patient Care
Specialist
Contact this candidate