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Manager Customer Service

Midland, TX, 79705
December 28, 2018

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Debbie McFarlane

Midland, TX *****


Telephone: 603-***-****

Revenue Cycle Supervisor (Business Office Manager)

Texas Oncology

Midland/Texas September 2017-present


Supervises daily business functions of the patient visit from point of entry to accurate adjudication of patient’s accounts; includes overall coordination of front office duties to include appointment scheduling, check-in, & copay/coinsurance collection, insurance eligibility processes, charge processing, claim submission & processing, payment processing, collections & A/R management, denial management, reporting of results & analysis, concurrent, and retrospective auditing, proper coding, credentialing, customer service relative to revenue cycle;

Regularly audits staff’s work to ensure compliance; includes guiding individuals and teams toward priorities, clarifies roles and responsibilities of other, coordinates resource to meet objective;

Develops, implements, & maintains revenue cycle training materials. Conducts training of systems, government regulations, etc.

Business Office Manager

Hogan Park Nursing & Rehabilitation

Midland/Texas May 2014-May 2017


Imputing daily census into corporate computer system;

Maintaining Resident Trust Fund and balancing monthly;

Recording cash receipts in proper resident account;

Maintaining necessary billing and financial information in resident business file;

Accomplishing month-end closing & reporting necessary information;

Performing & coordinating collection efforts with Administrator;

Maintaining accurate records of payer sources; explaining bills to resident/family as needed;

Performing verification of payer source(s) before resident admission to insure facility receives maximum reimbursement

Maintaining system for recording A/R;

Knowledge of reimbursement system, allowable services, & documentation required to insure billing accuracy

Maintaining confidentiality of information,

Maintaining effective communication with residents, families, and facility staff;

Ability to meet deadlines for billing and reporting

Patient Accounts Supervisor

Brattleboro Retreat

Brattleboro/Vermont August 2011-February 2014


Supervision of the operational activities of the Patient Accounts Department, including the personnel functions of hiring, training, assigning work, monitoring, coaching, and disciplining personnel;

Billing and collections of approximately $4 million/month in insurance and patient receivables;

Facility and clinician credentialing;

Ensuring that all policies and procedures were updated and implemented in compliance with state and federal regulations and hospital mandates;

Interacting with department managers, medical staff, and other hospital personnel to ensure the optimal operation of the patient accounts department;

Preparing periodic financial reports related to patient account activity;

Acting as liaison with external vendor partners for billing and collection services, patient statements, electronic remittances, and claims submission;

Overseeing bank deposits, cashier function, and claims cases;

Preparing periodic financial reports related to patient account activity;

Overseeing Medicare and Medicaid reports and logs.

Senior CIF Representative

People’s United Bank--Operations Center

Brattleboro/Vermont April 2010-August 2011

Started as a temporary---responsible for: correcting customer addresses;

Permanent hire September 2010--responsible for: notifying Loss Prevention of suspicious activity in address changes & if an account was opened with a ‘bad address’;

Responsible for updating customer records & verifying proper documentation present; if documentation not available, called/emailed bank employees to track down documentation;

Responsible for “help-desk” calls in which bank employees call for assistance with customer issues as well as directing them to proper departments if I was unable to assist.

Store Manager

Cash Biz

Odessa/Texas October 2009-December 2009

Responsible for: daily banking forms and bank deposits;

Taking loan applications and decision making regarding those applications;

Field and telephone collections;

Marketing to bring new clients into the store;

Superior customer service to retain existing client base;

Recruiting/hiring/training office staff.

Office Manager

Jones Bros Dirt & Paving

Odessa/Texas September 2008-November 2008

Responsible for: recruiting/hiring/training/directing/supervising office staff of 8;

Scheduling projects and budgeting time required to meet deadlines;

Determining labor requirements and dispatching workers to work sites;

Preparing contracts and negotiating revisions, changes, and additions to contractual agreements with architects, consultants, clients, suppliers and subcontractors;

Interpreting and explaining plans and contract terms to administrative staff, workers, and clients, representing the owner or developer;

Obtaining all necessary permits and licenses;

Inspecting and reviewing projects to monitor compliance with building and safety codes, and other regulations.

Administrative Assistant

Southwest Retina Eye Center

Odessa/Texas Jan 2008-September 2008

Responsible for: preparing daily reports, banking forms, and depositing daily receipts;

Aging insurance reports and following up on overdue collections;

Weekly patient billing, auditing daily super bills, monthly patient recalls;

Preparing requested documents for legal professionals and insurance companies;

Assisting in pulling and filing charts and in the daily preparation of charts;

Answering telephones, booking appointments, verifying insurance information.

Practice Manager

Clark Chiropractic Clinic P.C.

Odessa/Texas April 1976-September 2007

Started as file clerk & worked my way to Office Manager and then to Practice Manager;

Responsible for: Billing and collections;

Full charge bookkeeping & preparation of bi-weekly payroll;

Assisting accountant in preparing quarterly and annual tax documentation;

Recruiting/hiring/training/termination of employees;

Budget management, patient relations, and ordering of supplies;

Preparing requested documents for legal professionals as well as insurance companies.


Probationary Teacher Certification-State of Texas

School Degree Location

UTPB, Odessa, Tx Campus, Master's Degree Program (did not complete)

Odessa - Texas - US

UTPB, Odessa, Tx Campus, Bachelor's Degree Odessa - Texas - US

UTPB, Odessa, Tx Campus, Bachelor's Degree Odessa - Texas - US

Odessa College, Odessa, Tx, Associates Degree Odessa - Texas - US

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