Service Analyst

Diane McClellan

**** ******* **. *** #* Drexel Hill, PA 19026 **************@*****.***

Professional ProfileSkilled in Word, Excel, Access and PowerPointBSBA from University of PhoenixMedical –Surgical Assistant Certified.Customer Care Service Certified

Experience

Executive Health Resources, Newtown Square, PA

Billing Specialist/Collections Analyst 2010-2012Maintained the billing cycle of 1,000+ established customers.Created new customer accounts in QB using SalesForce as the contract guidelines; Averaged 40-50 new customer contracts monthly.Contacted all new customers by phone and email to confirm AP and other designated contacts.Prepared the scheduled monthly invoices and travel invoices for established customers.Prepared and distributed credit invoices and any mid-month special invoices for established customers.Exceeded or met collections departmental expectations of 98% collected.Assisted customers with any questions regarding terminology, billed amount or any system questions they may have. Accessed and delivered any additional reporting information in order to reconcile the invoice.

Yoh Company-Day & Zimmermann, Philadelphia PA

Collections Analyst; A/R 2007-2010Reviewed and pro-actively managed commercial accounts on a weekly billed basis to collect for consultant, contractor and professional services rendered.Collaborated with customer care associates, managers, controllers and the clients to continue the highest degree of service in relation to proper and correct billing practices.Responsible for reconciling rate, hourly billing or tax discrepancies.Provided receivables foresight to our clients with regards to integrity in the workforce and mapping the past inconsistencies in order to prevent future irregularities in both billing and employee performance.Maintained a $3 million monthly receivables market, working diligently to maintain a level of production and performance in keeping with the standards and expectations of management.

Independence Blue Cross, Philadelphia PA

A/R Collections Analyst Level 1-3 1995-2007

Implemented follow up procedures to collect premiums from commercial Medicare accounts that are exempt from normal systematic collection procedures. Reduced the aging from 90+ to the average of 45 days outstanding in less than three months of the project. This project was instrumental in reducing the departmental cost due to less total outstanding premiums vs. claims paid. Prepared the reconciliation of the GL discrepancies pertaining to A/R and Collections. Authorized the payment arrangements for delinquent accounts.Teamed with marketing managers to ensure rate and coverage issues affecting balances were resolved with the least amount of service interruption. Interim supervisor for a team of five associates in the absence of the immediate A/R supervisor.Volunteered (as team leader) to spearhead an internal Process Improvement Team which met bi-weekly with upper management to discuss departmental issues that needed redirection or improvement and planned the implementation of resulting policy processing. The team committed to meet for an average of a one-year term of service to the department.

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