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Customer Service Manager

Rock Hill, South Carolina, United States
February 17, 2018

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LaKedra J. Hunter

**** ********* *****

Rock Hill SC 29732

229-***-**** (C)


Seeking a position as a Medical Biller/Collector in a company that will allow me to utilize my abilities developed through my experience with the opportunity for personal and professional growth.


08/11 - Present Parallon Charlotte, North Carolina

Team Lead University of Kansas Hospital System

Work with Manager to ensure the staff is capable of handling current production goals within department using current billing software Epic. Assist in training new staff by demonstrating sound collections practices. Monitoring new hire calls and providing feedback on customer satisfaction and account payment resolution. Provide feedback to Unit Manager on new hire progress, surfacing issues or other actions that should be taken to improve/maintain success. Provide first level help to staff by answering questions, reviewing policies or procedures, participating in client calls, addressing escalated issues, researching customer accounts or providing feedback to staff. Maintain a queue of problem accounts and make follow-up calls or provide other supervisory resolution action as needed. Ensure proper follow-up by seeing that the inventory of problem accounts never exceeds 25 on a daily basis. Escalate problems as deemed appropriate. Prepare daily and weekly reports as needed on the status of the production quotas. Conduct weekly Rap sessions with staff members and provide updates to the Manager regarding issues discussed. Document meetings and provide collection staff the notes for follow-up.

Insurance Representative Physician Billing

Rex/UNC Hospital 8/2011-01/2015

Carolina Centers For Behavioral Health 02/2015-07/2017

Status account and document all work performed in the company and client computer systems. Assess accounts to determine the next appropriate course of action in line with company policies and procedures. Place outbound calls to insurance companies, guarantors, patients, doctors’ offices and/or facilities and handle incoming calls as necessary utilizing proper customer service protocol. Process related correspondence from insurance companies and perform pertinent follow-up. Reconcile balances and payments between insurance companies and clients computer systems. Escalate issues to Team Lead or Manager as necessary. In collaboration with facility leadership, train newly hired staff on daily flow and work processes. Other duties as assigned by management.

July 07- August 11 Phoebe Putney Memorial Hospital

Patient Account Representative

Medicaid 07/2007-03/2010

Medicare 03/ 2010 to 08/2011

Perform accurate and timely billing to applicable payors or state agencies using Star. Follow up on outstanding claim balances utilizing Star Receivables Workstation ensuring that reimbursement is received and there is no loss due to errors or omissions. Creates and maintains account notes, all correspondence, whether written or verbal, including discussion with carriers, patients or guarantors. Keep abreast of changes in payor guidelines and regulations within the healthcare industry. Assists with Customer Service coverage duties as needed. Prepare daily productivity reports.

3/04-1/06 Associates In Dermatology and Cosmetic Surgery of Essex and Union, P.A, Millburn, New Jersey

Medical Billing Assistant

Handle day-to-day medical billing procedures by completing claim forms and billing insurance companies for reimbursement of services rendered by Physicians. Assigning proper codes to medical tests, treatments, procedures and other clinical activities. Submitting claims to Insurance companies or Medicare in order to receive payment for services provided to a patient. Contacting insurance companies for information regarding outstanding claims. Correcting claim forms and submitting claims electronically and paper. Post payments to patient accounts for co-pays or insurance payments. Setup accounts with collection agency or patients to help in obtaining payment on delinquent accounts. Troubleshooting electronic claim submission errors from reports generated daily. Submit appeals to insurance companies and Medicare for services denied.


University of Phoenix

AS Business Administration


Georgia HFMA

CPAR Certification 2009

Medical Billing and Coding Specialist Certification

Metro Wide Technical Institute

Newark, New Jersey 2004

High School Diploma

Weequahic High School

Newark, New Jersey 1998


Available Upon Request

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