Dianne Wells

Client Friendly Customer Service Manager, Diplomatic, Motivated, Engaged

Team Leader

*** ******** ***** - ***** ******, CA 92284

abojhr@r.postjobfree.com - 760-***-****

Work Experience

TRAVELLER/PROJECT DIRECTOR

DELL CORPORATION/HEALTH CARE GROUP

February 2011 to November 2012

o Revenue Cycle Solutions and processes regarding aged accounts receivables

o Identify breaks in processes and implement new strategies to streamline and improve collections

o Collaborate with other department financial leaders to assure a productive Revenue Cycle

o Monitor current AR and weekly rolls, present projections of potential cash and AR resolution

o Act as Liaison between Client and Dell

o AR Aging, AR Analysis, Project Summary, Daily Cash, Management Action Plan, including Executive

Review to CFO

o Oversee billing and collections for Medicare, Managed Care, MediCal, and Commercial ~ identify

trends in payer mixes

o Monitor costs of project to ensure a healthy profit margin

OPERATIONS MANAGER CUSTOMER SERVICE

EISENHOWER MEDICAL CENTER

August 2002 to October 2010

Manage staff of 14 plus outside agency personnel in the billing and collections revenue process for the

hospital.

• Resolved daily personnel issues, maintaining low turnover.

• Researched and reviewed workflow structure. Implemented new strategies to streamline and improve

collections and bottom line, which assisted in Eisenhower being one of the top 100 hospitals in the Nation

Reviewed department processes. Developed new strategies for areas not meeting expectation.

• Financial Assistance (Charity) applications per the Federal Poverty guidelines, Hospital policy and

AB774 guidelines

• Minimized patient complaints, working with other departments when needed to resolve issues.

• Trained new onsite Agency Liaison Customer Service Representative.

• Collaborated with other department's financial leaders to assure a productive Revenue Cycle.

• Worked with Quality Improvement and Risk Management Departments in handling patient complaints

and level of care issues.

• Achieved industry standards for AR aging > 90 days

• Established Imaging Unit which allows for streamline of patient data through electronic records

• Managed Cash Posting, Customer Service and Ancillary staff.

HUMAN RESOURCES RECRUITER

SPA RESORT CASINO

1

April 2000 to November 2001

Acted as bridge liaison between applicant and company to achieve optimal hiring results, and maintain

lower turnover rates

• Interviewed, tested and recommended applicants for hire.

• Worked closely with Gaming Commission to ensure 100% compliance for all shift staff

• Developed and implemented training processes.

• Implemented and instructed new staff education regarding Customer Service, Staff Rights Reviewed

and corrected open Job Postings. Reviewed, updated and created Job Descriptions.

• Interacted with other departments teaching front-end instruction to achieve optimal hiring practices

• Developed appreciation strategies and goals for staff encouragement and better productivity.

• Implemented monthly reports for interdepartmental analysis

• Kept Human Resources Department a comfortable and uplifting environment for staff

Education

Colorado Technical University, Orange Coast College - Commerce, CA

Skills

Customer Service, Inventory Management, Human Resources, Administration

Additional Information

QUALIFICATIONS

EXPERIENCED PROJECT DIRECTOR

• Established Call Center and Piloted Automated Call Distribution Program

• Successful Legal Representation for Company of Patient Account Balances

• Experienced trainer and presenter in patient billing, collections and management

Proven record of revenue enhancement through improved collections which attributed to all time monthly

high of 1.4 million in Self Pay Collections for the company

• Experienced Customer Service Manager and self pay collections

• Experienced Agency Liaison and Bad Debt compensation hearing representative

• Experienced and knowledgeable of HIPAA requirements

Charitable Package Review, Employee Payroll Deductions, Vendor Invoice Review, Contract

Management and Matrix review

SKILLS

Excellent communication-Public Speaking

Contract evaluation and fee/cost analysis

Staff problem resolution/leadership

Organization implementation

Public relations/Customer Service/Quality Control

Computer Literate - Excel, Word, McKesson Products, STAR, Kronos, Stromberg, People Soft, SMS,

Cubs, HBF, Cisco, Passport, PCON, Claims Administrator

2

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