Customer Service Manager

**** *** ****** ** 954-***-****

Orlando, FL ***** *************@*****.***

Amy-Joy Bromley

Experience 2012 – 2018 Palm Beach Cancer Institute/Florida Cancer Specialists West Palm Beach, FL

Oncology & Endovascular Office Manager / Reimbursement Specialist

Schedule and coordinate all surgical, vascular and radiology procedures with each individual department within the hospital

Obtain and manage radiology imaging prior to procedures for physician’s review

Prepare specimen collection kits for the physician to ensure proper transfer between hospital and physician’s preferred lab

Present Pathology reports to physician for further procedural direction

Compare physician’s surgical schedule with Operative Reports to ensure EMR chart completion

Print, code and verify all Vascular Lab reports and claims for insurance compliance

Manage insurance reviews and denials of payment by responding with appropriate documentation to support appeals

Follow-up on claims to see why payment has not been made

Coordinate efforts with the doctors to ensure proper documentation requests are fulfilled

Review all Medicare A/R collections for the physicians within the practice

Assess EOB’s from all payers for the Endovascular surgeon on staff for accurate reimbursement according to each payer’s contract

Work rejections and make corrections to rebill clean claims

Make necessary adjustments to postings based on fee schedules

Answer patient calls in reference to their balances for surgical procedures

2009 – 2012 Professional Medical Administrators Boca Raton, FL

Billing/Collections AR Supervisor

Oversee the process of billing Medicare, Medicaid, Commercial, private payer and patient claims in accordance with payer requirements and company policy

Work aging reports for outstanding / difficult insurance claims as well as file appeals and reconsiderations to all insurance carriers

Build relationships with patients to help develop payment plans

Work with DME providers to ensure accurate billing

2006 - 2008 American Eldercare Delray Beach, FL

Client Service Specialist Supervisor/Acute Care Claims Processor

Provide oversight for the customer service team who handled inbound calls from Contracted and

State mandated providers

Ensure customer and provider satisfaction

Provide quality control checks on inquiries to ensure proper handling of claims

Process claims for all aspects of the member’s care based on care plans/referrals

Expertise in Nursing Home and Hospital claim processing

Auditing and problem solving of difficult claim types from providers

Assist the care managers in coordination of care, based on evidence found in the audit synopsis of claims

2005 - 2006 North American Title Company Plantation, FL

Title Processor

Responsible for processing and coordinating all incoming contracts for new construction

assignments.

Multi-task in daily responsibilities while ensuring complete customer satisfaction

Communicate with multiple lenders to supply the title work they need in order to close loans

Coordinate all parties related to title work to ensure prompt closings of new home sales

2001 - 2005 Sleepy’s The Mattress Professionals Bethpage, NY

Dispatch Coordinator

Responsible for dispatching up to 200 same-day deliveries daily

Oversee the Customer Pick-up operations

Review customer invoices and make necessary changes for goods purchased

Inspect merchandise for special circumstance deliveries

Coordinate out of area deliveries with customers and truckers

Heavy phone support to over 300 showrooms

1997 - 2001 Office Depot New York, NY

Customer Service Manager

Manage Inventory Control

Train cashiers and customer service representatives on daily store operations

Coordinate scheduling for all store employees

Walk the store assisting sales associates as well as customers to accommodate their needs

Set-up store “plan-o-grams”

Process telemarketing delivery orders for future timeframes

Responsible for inputting raw data into the mainframe system

International Technical Support Representative

Assist retail and cross docks with hardware and software issues via telecommunications

Solve technical problems arising from in-store computer malfunctions

Support and work with vendors to resolve major discrepancies

1994 - 1997 Waldbaum’s Supermarket Plainview, NY

Assistant Bookkeeper

Distribute government benefits to customers according to federal guidelines

Maintain cash records at the beginning and end of the business day

Reconcile actual cash on-hand with computer accounting

Train cashiers on cash register and company policies and procedures

Education 1997 - 1998 Nassau Community College Garden City, NY

A.A.S. In Business Administration

Additional Skills CPT/HCPCS & ICD-9, Medical Terminology, Medicare Appeals Process, Customer Service, HIPPA, Billing / Accounting Principles

Computer Skills Windows, Microsoft Office, Great Plains, FL Medicaid, Brightree, Onco EMR, Centricity, Fastrack, MedAct, Zirmed, Remit data, Mosaiq, Navicure, Icore, Availity,UHC, Med Solutions, RadMD/NIA, Gateway, 10 key

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