Manager Customer Service

DOROTHY R. MITCHELL

Charlotte, North Carolina Contact: 980-***-**** ac2chf@r.postjobfree.com

PERFORMANCE SUMMARY

A seasoned professional with a full understanding of specialized and dynamic work environments. A results oriented problem solver with strong organizational, communication and time management skills. Proven leadership qualities with cross-functional and cross-departmental teams. Demonstrating good judgement in selecting methods and techniques for obtaining solutions to ensure company goals are met.

CORE COMPETENCIES

Reimbursement Support Customer Service HCPCS, CPT, ICD 9/10 coding

Case Management Billing/Bank Reconciliation Keyboarding 60 WPM

SOP Formulation Project Management Microsoft Office 2013

Case Management Call Center Environment Field/Staff Training

EDI/10 Key Accounts Payable/Receivables Cross Functional Team Collaboration

MS 90/Oracle/AS400 Administrative Assisting Order Processing/Allocation Control

PROFESSIONAL EXPERIENCE

2014 to Present Amerisource Bergen/Lash Group, Charlotte, NC

Sr. Reimbursement Counselor (2017 - Present)

Oncology site coordinator for 300+ physician and hospital outpatient offices for the Mid-West region.

Performs insurance verifications for major medical and pharmacy benefits.

Coordinates fulfillment of oncology prescriptions and refills utilizing Enterprise database.

Communicates with pharmacies and other service providers to ensure the needs of the patients are met.

Coordinates with Nurse Navigators and Care Champions to review patient cases related to benefit/care plan issues.

Identify and report Adverse Events in a timely manner.

Identifying alternate funding and financial assistance programs.

Facilitate weekly conference calls with client Field Reimbursement Manager to monitor patient progress, reconcile data discrepancies, research missing data, handle inquiries and provide updates as requested.

Actively demonstrates innovation and improvement of processes.

Share best practices and learning opportunities with reimbursement team.

Interim Quality Analyst (Reverification Special Project/Oct 2016 - Jan 2017)

Performed quality audits on patient files according to program’s work instructions.

Analyzed quality audits to assess future program training needs.

Provided feedback to management team on standard operating procedures and updates as needed.

Provided dedicated support to an assigned bi-costal team.

Mentored new hires with their acclimation to the Allergan program team.

Case Manager (2015 - 2017)

Facilitated claims/prior authorization assistance, appeals and research to ensure accurate and timely filing and resolution.

Processed information related to alternate funding, manufacturer copay assistance and patient assistance programs.

Researched and resolve physician and patient concerns via inbound calls on program hotline.

Moderate scope problem solving and data analysis utilizing various factors to determine appropriate action.

Provided client direct, site coordination support for Mid-west regional division.

Completed all Reimbursement Counselor tasks as assigned.

Dorothy R. Mitchell ac2chf@r.postjobfree.com Page 2

2014 to Present Amerisource Bergen/Lash Group, Charlotte, NC (Continued)

Reimbursement Counselor (2014 - 2015)

Completed reimbursement and prior authorization process for specialty injectable, including buy & bill and specialty pharmacy assignment.

Global understanding of Commercial, Medicare, Medicaid and Third-Party Administrator payers.

Compiled and maintain patient and provider specific information for reimbursement database.

Processed insurance and patient correspondence as necessary.

Maintained confidentiality for patient accounts, clinics and corporation.

Performed related duties as assigned as assigned.

Selected Accomplishments

Routinely exceed program targets

Appointed to case manage position within one year of hire

Dedicated team resource for facilitating live training of new hires and special projects

Created Case Manager processing blurbs and tips for Allergan Case Manager Role

Interim Quality Analyst (2017 Reverification Campaign)

2006 to 2014 Family Dollar Stores Incorporated, Matthews, NC

Sales Auditor (2008 - 2014)

Researched and reconciled daily revenue and bank deposit variances for 1100 stores.

Processed weekly, monthly, quarterly, and yearly closings to the general ledger.

Collaborated with treasury department to verify and process debit/credit, check and EBT adjustments.

Created and maintained case management of cash variances and losses.

Communicated reconciliation discrepancies to field managers and loss prevention.

Selected Accomplishments

Routinely exceeded departmental processing quotas

Audited $10M annually whereby reducing cash losses by 10%

Created company-wide auditing field management training module

Appointed editor of finance division’s quarterly newsletter

Sr. Human Resources Service Center Representative (2006 - 2008)

Responsible for researching and resolving, inbound/outbound calls from 4,500 team members,

inquiries related to health and wellness benefits, 401(K), life insurance, tax/payroll issues, vacation/sick leave balances, leave of absence requests.

Processed inbound/outbound emails regarding, leave of absence, payroll and COBRA for internal customers.

Maintained broad knowledge of Tax regulations, Workman’s Compensation, COBRA, Disability, FMLA and

HIPAA regulations and assisted associates accordingly.

Proactively researched and resolved requests and maintained case management in HRIS and database systems.

Managed fluctuating workloads while maintaining departmental production quotas.

Documented and maintained accurate case management of all call records in real-time Magic database, utilizing Oracle and Mainframe applications.

Provided quick and accurate assistance, while adhering to strict company confidentiality guidelines.

Selected Accomplishments

Often exceeded departmental production quotas

Advanced to Sr. Representative within 6 months of hire

Assisted with the formulation of departmental SOP’s

Dorothy R. Mitchell ac2chf@r.postjobfree.com Page 3

2003 to 2005 Anixter Incorporated, Charlotte, NC

Sales Administrative Assistant/Automation Project Lead (2003 - 2005)

Provided comprehensive secretarial support for sales representatives for regional, national and global sourcing.

Facilitated inventory control and supply allocation for regional warehouse and national hub locations.

Coordinated computer conversion, transition and training of field and management staffs.

Maintained busy executive calendar, prepared travel arrangements and processed T&E reports.

Customer Service Representative (2003 - 2003)

Researched and resolved customer complaints and inquiries.

Responsibilities included all A/P and A/R functions, including weekly, monthly and yearly closings.

Processed credit & collections of vendor accounts.

Selected Accomplishments

Reduced computer conversion training budget by $7,500

Enhanced interdepartmental communication resulting in reduced billing errors

Gained reputation for thoroughness and urgency in meeting all payment deadlines

Spherion Staffing’s 2005 “Staffing Employee of the Year” regional nominee

TECHNOLOGY

Software: Reveal CX (Web-based Quality monitoring tool), NICE (Web-based Call Recording tool), Enterprise Patient Plus Database, RightFax, Micros Retail Sales Audit; Trintech ReconNet; MS Office Professional 2016, MS Communicator 2008, MS 90, Oracle and AS400 Mainframe. Office: 10 Key (7,000 keystrokes, 99% accuracy), copier/scanner, fax, inventory scanning, and multiline/switchboard phones.

EDUCATION

Central Piedmont Community College, Charlotte NC

Associates of Arts Transfer Degree: Coursework in Business and Communications; 2018 graduate anticipation

ASSOCIATIONS

Toastmasters International: Competent Communicator and Certified Trainer

VOLUNTEER EXPERIENCE

Girl Talk Foundation, Incorporated: 2014 to Present

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