Customer Service Manager

Kristin Faraone - Trexler

Email: abpivj@r.postjobfree.com

Address:

City: Bristol

State: RI

Zip: 02809

Country: USA

Phone: 401-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Proactive hands-on style, extensive team leadership and personal development skills. Excellent customer service and client relation standards. Superior communication and interpersonal skills. Successful ability to greatly increase accounts receivables and decrease inventories. Outstanding quality account manager, results and detail oriented. Strong analytical and root cause analysis skills.

Educational Background:

High School Dipolma from Mt Ida College, Newton MA 1/2001 to 5/1992 (businessmanagement)

High School Dipolma from American Academy of Professional Coders, Newton MA 1/2001 to 11/2012

High School Dipolma from Memorial Hospital, Newton MA 1/2001 to 11/2012

High School Dipolma from Mt Ida College, Newton MA 1/2001 to 11/2012

Job History / Details:

Professional Summary

Proactive hands-on style, extensive team leadership and personal development skills. Excellent customer service and client relation standards. Superior communication and interpersonal skills. Successful ability to greatly increase accounts receivables and decrease inventories. Outstanding quality account manager, results and detail oriented. Strong analytical and root cause analysis skills.

Education and Training

2012 HCPRO, MA

Clinical Documentation Boot Camp

Completed

2000 American Academy of Professional Coders Providence, RI

CPT & ICD Coding

Certification

1995 Memorial Hospital Houston, TX

Medical Terminology

Certification

1992 Mt Ida College Newton, MA

Associate of Science Business Management

Skill Highlights

Staffing management ability

Proven patience and self-discipline

Motivation techniques specialist

Confident public speaker

Conflict resolution

Personal and professional integrity

Financial aptitude

Relationship and team building

Account reconciliations

Physician billing

QuickBooks

Claims appeal procedures

Insurance processing

HCFA Common Procedure Coding Systems (HCPCS)

Healthcare billing proficiency

Strong medical ethic

Problem resolution ability

Healthcare billing proficiency

Strong medical ethic

Problem resolution ability

Supervision and training

Computer-savvy

Sound judgment

Complex problem solving

Calm under pressure

Sound decision making

Staff training and development

In-depth claims knowledge

Effectively influences others

Claims analysis and review specialist

Cultural awareness and sensitivity

Critical thinking proficiency

Team liaison

Attention to detail

Legal research

HIPAA compliance

International Classification of Diseases (ICD.9CM)

Medical bill auditing

Online claim submission

Medical terminology

UB-92 billing forms

Medical coding capability

Operations management

Staff development

Inventory control

Change management

Policy/program development

Cross-functional team management

Staff training

Professional Experience

January 2010 to Current

Butler Hospital Providence, RI

Clinical Documentation Specialist

Reviewed medical records for inpatient units

Queried physicians regarding billing vs documentation

Audit billing reports for finance department

Introduced the clinical documentation process to all physicians

Follow through on all queries for appropriateness

Extensive communication with all providers

Hold monthly physician meetings to go over billing and documentation education

Rounded in patient units with physicians

Reduced and controlled expenses

Reconciled monthly billing for physicians

January 2009 to April 2010

Rhode Island Medical Imaging East Providence, RI

Patient Financial Services Manager / Contracting & Financial Analyst

Manage overall operations for a large radiology group six free standing sites and three hospitals

Assisted in bringing up a new site developing database and all policies and procedures for the new location

Responsible for scheduling, coding, billing and authorization departments

Maintained compliance in such areas as OSHA, HIPPA, Coding, & medical records

Successfully negotiated contracts with insurance companies

Maintained fee schedules

Performed root cause analysis of reimbursement trends

Worked with IT systems to enhance and test new software for billing department

June 2004 to January 2009

Blue Cross Blue Shield / Perot Systems Providence, RI

Supervisor Claims Operations

Off-shored claims processing to associate team members in India

Responsible for management of an overseas team and also local team

Review and manage team production and quality statistics to maintain compliance of Service Level Agreements

Established and monitored production goals for claims entry

Managed staffing needs, system enhancements, and manual processes

Provided guidance and direction to Team Leads who were responsible to oversee daily workloads for inventory reduction

Continuous implementation of redesign and workflow within the claims department

Train coach and develop staff

Act as a liaison between other teams/departments

HIPPA Captain

Set standards and review of production and quality control

Appointed to Gold Team - Job progression project

June 2001 to June 2004

Occupational Health and Rehab Cranston, RI

Regional Billing Manager

Managed billing and accounts receivables for five regions with fifteen clinics

Significantly decreased dates of service outstanding and increased collections

Adept at training and managing employees across numerous regions

Implemented department standards and procedures for payment posting, charge entry, and collections

Responsible for department budget, staffing, accounts payable, and payroll

Received "A Team" leadership award

Promoted to Manager five months from DOH

April 2000 to May 2001

Applied Management Systems Burlington, MA

Medical Billing Consultant

Traveled throughout New England consulting for hospitals and physician offices

Bad debt reviews

Interim management during reorganizations

Assisted in converting and implementing hospital billing systems and software

Reviewed CPT and ICD9 coding

Billed and collected for Medicare, Medicaid, Commercial Insurances, Workers Compensation, HMO's, MVA's

Left position due to pregnancy and the frequency of traveling

Trained staff

March 1998 to March 2000

Women & Infants Hospital Providence, RI

Billing Coordinator

Responsible for billing teams

Coordinated billing and collection projects for the department

Trained staff

Approved accounts for outside collections

Implemented billing software

Promoted to Coordinator six months for DOH

January 1996 to February 1998

Rossi Law Offices Smithfield, RI

Legal Collector

Responsible for incoming and outgoing debtor calls

Devised payment plans

Performed asset research

Prepared accounts for legal collections action

January 1993 to December 1995

Baker & Shaw Houston, TX

Medical Insurance Claims Specialist

Institutional and professional billing

Appealed claims for bad debt

Awarded two weekend trips for highest collections

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