Customer Service Manager

Dana Hall

Phone 954-***-****

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

Billing and Collections/Team Leader

Results oriented billing and collections professional with seventeen (17)

years experience. Self-motivated professional comfortable working in an

extremely fast-paced environment. Record of success in management and

controlling multiple on-going projects. Provides exceptional

organizational skills while maintaining a strong customer service focus and

a commitment to providing the highest level of team leadership.

PROFESSIONAL STRENGTHS

. High Quality Customer Service

. Training and Development

. Employee Management and Supervision

. Accounts Receivable

. Integrity; Maintain high ethical standards

. Research and Analysis

. Effective Time Management

. Strong Attention to Detail

. Auditing

KEY ACCOMPLISHMENTS

. Successfully collected $250,000 in overdue and unbilled charges.

. Helped department reduce 90 day A/R balance by $100,000.

. Lowered A/R days from 109 to 69 in 12 months.

. Implemented new collection procedure, which resulted in timely

payments.

PROFESSIONAL EXPERIENCE

Advanced Diabetes Treatment Center Boca Raton, FL

2/06-7/08

Billing and Collections Supervisor

. Contributed in collecting 1.5 million monthly

. Recovered funds in excess of 25K through extensive research and

collection efforts

. Maintained and continuously improved the accounts receivable

operations at the central business office including payment posting,

insurance claim follow-up, patient responsible collections, insurance

overpayments and patient refunds

. Reviewed and evaluated compliance and reimbursement issues

. Performed daily and monthly financial reporting

. Followed-up with insurance provider representatives concerning

credentialing and payment problems

Phoenix Physicians Ft.

Lauderdale, FL 2/04-2/06

Team Leader

. Supervised a team of 12 employees

. Trained and coached employees to improve productivity, quality, and

maximize reimbursement

. Supervised the day-to-day operations of the billing and collections

department

. Assisted manager in interviewing, recommending for hire, appraising

performance, rewarding and disciplining employees

. Assisted manager in completing credentialing enrollment applications

. Maintained liaison with internal and external customers to coordinate

and resolve problems with collections

. Researched, reviewed and approved refunds, write-offs, and

settlements

Dana Hall 954-***-**** ********@*****.*** page 2

PhyAmerica Physician Services Ft. Lauderdale, FL

8/02-2/04

Collection Representative

. Researched and resolved incorrect payments, denials, and other issues

with outstanding accounts

. Supervised staff of 5 employees

. Verified eligibility and benefits for new patients

. Contacted patients to discuss solution to billing issues or set up

payment arrangement

. Analyzed trends impacting collection and revised policies and procedures

. Trained staff and oversaw workload within the department

Tenet Physician Services Ft. Lauderdale, FL

8/97-7/02

Account Representative II

Managed billing functions including, payment posting, denial processing,

refunds processing, billing,

and collections of accounts receivable

Assigned accounts to collection agency

Handled patient escalated complaint calls

Identified billing/coding problems and guided staff through corrective

action

Educated the administrators and front office staff on accounts receivable

management and related

issues

TeamHealth Sunrise, FL

5/93-8/97

Accounts Receivable Representative

Followed-up with insurance companies and patients to institute settlement

of accounts

Investigated denied and underpaid claim issues

Processed appeals to insurance companies

Examined reimbursement reports for managed care contract payment issues

Trained temporary employees for collection of old accounts receivable and

audited work

Resolved escalated claim problems

EDUCATION

2008 B.A. Bachelor of Health Services Administration Florida Atlantic

University

2001 Certified Patient Account Technician Certificate

SKILLS

Word, Excel, Power Point, Electronic Medical Record, PC-ACE Pro32, IDX,

PCN, Medical Manager

Contact this candidate