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Customer Service Management

Atlanta, GA
September 28, 2018

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*** ****** ****** • McDonough, Georgia 30253• Phone: 404-***-**** • Email: Operations Management Project Management Finance/Accounting Consumer Relations Solid background in financial analysis and problem solving, with strong emphasis in account management and quality improvement processes. Consistently exceed goals and customer service expectations. Experienced in handling multiple tasks and presenting favorable results. Skilled in developing and implementing standardized policies and project management procedures. Effective leadership ability with the readiness to lead or be a part of a dynamic team


Northrop Grumman Corporation, Atlanta, GA 08/2007 – Present Financial Analyst/ Special Projects (Events)

Manage Financial Reporting for fortune 500 company Responsible for accurate and timely billing of Centers for Disease Control and other government related invoices

(to include WBS set-up, labor and schedule set-up of new tasks). Daily review and reporting of accounts receivables via the IPP and GSA websites and posting in SAP. Resolve billing issues via government contact to ensure prompt payment (including rejections ) DSO lowered to 45 days (Public Health Operating Unit lowest on record) resulted in multiple awards. Maintain accurate managerial reports in order to provide proper forecasting. Responsible for reporting budget v/s actual results and cost and operations analysis. Financial Subject Matter Expert and contact to Program Cost Control Analyst and Program Managers regarding all business office processes. Approve companywide expenses/travel via Concur. Responsible for local P-Card purchases, approvals and reconciliations.

Process all accounts payable transactions to ensure proper accounting, GL assignment and timely payment via ADR.

Handle weekly indirect labor report reviewing cost and effects on bottom line cost. Responsible for budget and capture reports to make sure funding is never overrun and cost is in compliance per contract bid. Ensure time reporting and approvals are handled by program managers and send reports as needed. Past experience in I-BUY, SOW, and working with Contracts.

Special Projects (Events): Negotiate Contracts for large meetings with all outside vendors and hotels. Including negotiation of cost, program, and timeline. Budgets ranging from $8,000 to over $15,000. Project management from beginning until final payment of invoice.

– Select Achievements –

• NG Timely Awards: 05/12/08 and 02/02/10, 09/12/10, 02/04/11

• BRAVO Award: 07/2017 and 01/2018

• Employee Director Small Acts /Diversity and Inclusion: 2017-2018 Tiffany M. Boles-Green Resume, Page 3

Shepherd Center Hospital, Atlanta, GA 09/02 – 08/2007 Patient Financial Services Supervisor (8/05 – 8/07) Decision making member of PFS Management Team

Supervised: 3 Hospital Inpatient Hospital Billers - 2 Outpatient/Physician Billers – 1 Revenue Analyst 5 Collectors – 2 Cash Posting Reps – 3 Financial Counselors Implemented policy and procedures to ensure consistent cash flow. Monitor all employee productivity and proactively adapt to change in workloads. Maintain accurate attendance, payroll records and all personnel matters (i.e. interviews, performance appraisals, and disciplinary actions) also responsible for cash application, credit balance resolution, and outsourced SC physician billing and collection process.

Ensure that staff is proficient in managed care contracts changes and additions. Plan and facilitate all departmental meetings. Assist with charge master recommendations and changes based on coding and billing requirements. Maintain a tracking log of all payer variances affecting contractual adjustments at time of billing to ensure appropriate reserves are maintained (managed care and Medicare/Medicaid). Provide maintenance and analysis of Medicare medical necessity software output. Prepare and monitor all Appeals. Maintain all budgetary constraints and make appropriate recommendations. Provide ongoing and consistent feedback to PFS Management Team to facilitate progressive improvements to department policies and procedures.

Exceeded departmental cash collections goal each month. Decreased number of open accounts by 1300. Guided staff to collect highest cash collection in history of Hospital (over $9 million in one month)

Outpatient Supervisor (Multispecialty Clinic - 6 Doctors) (6/04 – 8/05) Decision making member of PFS Management Team

Supervised: 6 Registrars – 5 Schedulers – 2 PBX Operators – 3 Financial Counselors Designed and developed outpatient Pre-admission process, managed all registration, scheduling, precertification Ensured accurate coverage and audit of duties are obtained. Maintained accurate attendance, payroll records. In charge of all personnel matters (i.e. interviews, performance appraisals, and disciplinary actions).

Developed first departmental training and instructional manual; still in use. Responsible for denial management and improvements for all payer types; Analyze and make recommendations to improve all PFS billing processes. Ensured Medicare & Medicaid program & billing changes are communicated to Shepherd Center departments appropriately. Assists with charge master recommendations and changes based on coding and billing requirements. Maintained all Physician credentials and clinic templates. Handled all customer complaints internal/external. Ordered supplies and maintained budgetary constraints. Tiffany M. Boles-Green Resume, Page 3

A/R Coordinator (03/03 – 6/04)

Decision making member of PFS Management Team; OP Access Trainer (registration, scheduling, precertification)

Calculate and post contractual allowances and other adjustments to patient accounts. Refile denials and responds to correspondence in a timely manner. Worked credit balance report to resolve credit balances in a timely manner. Back-up for cash posting clerk. Add charges and credits to accounts as needed to accurately reflect correct balance. Prepare management reports as needed Assist management in developing solutions or improvements in operations and performs other special projects as assigned.

Precertification Specialist (09/02-03/03)

Served as quality control manager including fiscal review, to ensure deliverance of service and communication with external utilization review teams. Primary liaison between Shepherd Center staff, bringing together the patient and payer. Obtained all precertification/authorizations needed prior to services being rendered; prepared appeals if needed made suggestions and carried out process improvement, to ensure prompt reimbursement. Perform general office duties as well as assigned projects per supervisor. EDUCATION/CERTIFICATION


B. A. Business Administration, Bennett College, Greensboro, NC, 1998 International Travel, Africa University, Mutare, Zimbabwe, 1994 Certified Patient Account Representative (CPAR); Georgia Chapter – HFMA TECHNICAL COMPETENCIES

Intermediate Microsoft Office (word, excel, power point etc.), Windows 95/ 98/Millennium, Viso, Internet, SAP, I-Buy, Open Text, E-Billing, PLSC, Business Warehouse, MediTech, HBOC, SPSS, POM for Windows, SMS, Concur, One-Call scheduling, T4 scheduling, 10-key, Medical Terminology, CPT, ICD-9, and HCPCS codes. VOLUNTEER INITIATIVES

Fulton Atlanta Community Action Authority (FACCA)

Embrace the Faith Foundation, Board Member, Treasurer Kingdom Alliance, KA Kares

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