Customer Service Manager

Vanessa Gonzalez

Email: ********@***************.***

Address:

City: New York

State: NY

Zip: 10019

Country: USA

Phone: 646-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Patient-focused, strong customer service oriented Office Manager skilled at medical billing, collections and office management. Reliable multi-tasker with pain management, internal medicine and plastic surgery experience.

Educational Background:

High School Dipolma from Hanac Begin, New York City NY 1/2001 to 6/2000 (GED)

Job History / Details:

Professional Summary

Patient-focused, strong customer service oriented Office Manager skilled at medical billing, collections and office management. Reliable multi-tasker with pain management, internal medicine and plastic surgery experience.

Professional Experience

October 2006 to September 2012

Physicians Independent Management Services Tampa, FL

Team Leader/Supervisor

Managed a staff of eight Customer Service Representatives who received incoming calls from patients with inquires on insurance claims status or balance after insurance payment options.

Directed the recruitment, interviewing and hiring of new prospective employees and executed terminations when deemed necessary Developed and implemented training procedures consistent with PIMS' objectives Handle and resolve all escalations.

Assigned aged A/R reports to collect outstanding balances for services rendered by various contracted clients that primarily consisted of Pathology and Cardio Thoracic specialties.

Reviewed and collected account balances via credit cards or mailed payments within a specified amount of time to avoid accounts from going to collections.

Obtained insurance information from patients or medical facilities to update and bill medical services to the appropriate insurances for timely reimbursement.

Developed a monthly training on customer service skills to ensure optimal Customer.

May 2006 to October 2006

Westchester Anesthesiologists New York

Medical Secretary

Responsible for coordinating/scheduling surgical procedures within White Plains Hospital for Lumbar, Thoracic and cervical facet joint injections, Rhizotomies, Epidurals, Discograms.

Managed the front desk staff to ensure proper new and existing patient intake.

Coordinated all inpatient, outpatient and procedure billing to ensure that the reports and superbills were accurate for submittal to billing department.

Managed the Doctors schedule for all appointments and procedures.

Trained the staff on the appropriate HIPPA guidelines in an office setting.

Prepared exam rooms, took vitals blood pressure, pulse, weight and height.

Trained new staff on all office procedures as well as new office database E-clinical Obtained all pre-certifications and confirmed eligibility from Commercial and Medicare, Medicaid, Workers Compensation and No-fault Insurances for procedures and office visits.

July 2004 to August 2006

Astoria Sleep and Lung Disorder Services Astoria, NY

Office Manager

Managed and maintained (2) offices for Pulmonary Specialist/Internal Medicine in the Bronx and Queens

Responsible for accounts receivables, tracking into QuickBooks

Coordinated Sleep Studies with Technicians and patients Coordinated all orders of BI-PAP, CPAP, nebulizers, oxygen tanks

Managed all aspects of daily office duties

Processed payroll for employees

Processed billing claims to insurance carriers via ADS and Pro-Ace, as well as paper claims Including Medicare and Medicaid

Prepared exam rooms for patient visits

Ordered supplies for both of offices

Performed EKG as needed

Responsible for coordinating/scheduling broncoscopy procedures

Processed all of the Doctors credentialing, Insurances and affiliated Hospitals.

May 2003 to March 2004

METRO SPORTSMED New York Methodist Hospital Phys Brooklyn, NY

Office Manager

Managed eight staff members onsite and two members off site in all aspects of Medical front office procedures

Directed the recruitment, interviewing and hiring of new prospective employees and executed terminations when deemed necessary

Implemented procedures to track employee time to ensure payroll accuracy

Coordinated changes and repairs from various vendors for the Office i.e.; Alarm, Cleaning company

Performed purchasing from outside vendors and maintained purchasing records

Served as liaison for patients between Doctors offices as well as various Patient transportation services

Obtained pre-certification from various insurance companies

Created, compiled and formatted statistical and M.D. activity reports

Followed up on patients/family complaints to ensure patient satisfaction .Monitored patient relations to ensure patients were receiving adequate care .

Assisted Billing Department with various issues related to insurance company payments

Open and closed the facility as needed.

5/00 to 11/02

IBS TELECOM VENTURES LLC New York, NY

Operation's Manager

Managed up to five staff members in all aspects of telecommunications operations Directed the recruitment, interviewing and hiring of new prospective employees and executed terminations when deemed necessary Developed and implemented training procedures consistent with IBS Telecom Ventures' objectives and performance levels Compiled progressive evaluations quarterly and made recommendations based on findings Provided overall administration on a daily basis, developing a collaborative working environmental fundamental to the success of operations Acted as liaison between clients and company engineers associated with development, systems' testing, technical support and major telecommunications companies including Verizon, AT&T, Sprint, MCI, etc.

Utilized various marketing and promotional strategies, successfully increasing annual revenue by more than 25 percentage Conducted product demonstrations as company representative via national telecommunication trade shows Processed sales orders via computer, acting as intermedia.

October 1997 to May 2000

BIRNS TELECOMMUNICATIONS New York, NY

Client Service Manager

Effectuated the management of operations within various departments including sales order processing, information verification and installation coordination Oversaw daily work performance, ensuring the timely completion of assignments Conducted field visits to ensure proper and timely installation of products and services Responded to client inquiries and complaints and resolved account discrepancies Acted as liaison between technical support staff and clientele Displayed strong troubleshooting attributes when deemed necessary.

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