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Customer Service Manager

Location:
Tyler, Texas, United States
Posted:
May 31, 2018

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Resume:

Debra Brooks

Tyler, TX, ***** 903-***-****

United States ac5pbm@r.postjobfree.com

PROFESSIONAL PROFILE

An administrative manager with over a decade of experience working in Healthcare office environments. Experience includes establishing and maintaining new/existing client relations. Skilled in risk management and problem-solving, managing teams, building and maintaining client relationships, Rconciliations, posting of client payments and adjustments. Background includes supporting major clients through email, telephone, and spreadsheets, arranging and maintaining medical accounts for numerous clients, and utilizing collection skills to achieve company goals and bonuses.

QUALIFICATIONS

Microsoft Office, Internet Explorer, Open Office, Firefox, Thunderbird, and Pidgin.

Ability to operate copiers, personal computers, scanners, postage machines, and other office machines/equipment, Microsoft Windows.

Navigation of client based systems and applications such as Meditech, APS, CPSI, Citrix Share Files, and many others.

Working knowledge of medical insurance procedures and billing.

Customer Service and interpersonal skills.

EDUCATION

Bachelor of Arts in Business Administration November 2016

Specialization: Health Care Management American InterContinental University, Schaumburg, IL

WORK EXPERIENCE

Call Center Manager 2017-2018

Nationwide Recovery Systems Tyler, Tx.

Trained, managed, and coached a team of customer service agents to service inbound healthcare calls to ensure individual and corporate goals were being met and if not, why.

Setup and facilitated Go To meeting with new and potential clients.

Monitored agent calls and conversations to ensure HIPAA was adhered to.

Utilized “Share Files” as a means of secure client communications.

Constant email/spreadsheet communications with clients.

Administrations/Accounting-Healthcare 2015-2017

Nationwide Recovery Systems Tyler, TX.

Reconciled and posted receipts for cash received from various departments.

Encoded and add amounts of transaction documents, such as checks or money orders, using encoding machines.

Balanced and reconciled batch control totals with source documents or computer listings to locate errors, encode correct amounts, or prepare correction records.

Sorted and listed items for proof or collection.

Posted payments and adjustments from client payment files to ensure patient account balances coincides with clients' systems.

Interacted and communicated with clients concerning active accounts.

Email, review, and follow-up, spreadsheets, and reconciliations with major clients concerning their active and inactive accounts ensuring accuracy in account payments.

Case Manager Coordinator 2012-2015

Angels of Care Pediatric Home Health Care Tyler, TX.

Provided at home in-services as part of training new hires in pediatric patient care.

Interacted with State facilities to solve insurance issues to ensure continued patient care.

Entered and inspected nurse’s notes and hours for nurses and attendants as billing procedure.

Provided orientation for newly hired nurses and attendants to ensure acquaintance with company policy and agency standards.

Handled case management calls with the goal of defining issues and initiating problem-solving processes.

Audited charts before State assessment to alleviate imposed fines, fees, and penalties.

Administrative Support-Healthcare 2007-2012

Nationwide Recovery Systems Tyler, TX.

Reconciled and post receipts for cash received from various departments.

Balanced and reconciled batch control totals with source documents or computer listings to locate errors, encode correct amounts, or prepare correction records.

Operated bookkeeping machines to copy and post data, make computations, and compile records of transactions. Entered all information into devices for bill generation.

Posted payments and adjustments from client payment file to ensure patient account balances coincided with the clients' systems.

Interacted and communicated with established clients concerning active accounts.

Emailed, reviewed, and followed up spreadsheet reconciliation with major clients concerning their positive and inactive accounts ensuring accuracy in account payments.

Professional Collection Specialist-Team-Lead 2003-2007

Nationwide recovery Systems Tyler, TX.

Arranged for debt repayment or establish repayment schedules, based on customer’s financial situations to provide possible arrangements.

Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.

Advise customers of necessary actions and strategies for debt repayment.

Answered customer questions regarding problems with their accounts.

Located and monitored overdue accounts, using computers and a variety of automated systems.

Recorded information about financial status of customers and status of collection efforts.

Career Highlights

Promoted several times for outstanding performance and consistent professionalism.

Most recent promotion to Call Center team’s manager.

Received quarterly awards for providing outstanding client and team support.

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