Manager Customer Service

*** ***** ****** ****** ************, GA *****Cell 478.230.1790Home ***.***.**************@*****.********* D. CollinsWORK EXPERIENCECPC certified with the AAPC (Certified Professional Coder)CPPM certified with the AAPC (Certified Professional Practice Manager)Middle Georgia OrthopaedicsOffice Manager January 6, 2011 - December 15, 2018- for the Front Desk, Health History, Phone Schedulers, Billing Department and Pre-cert Department (7 Doctors, 4 PA-C and 1 NP-C)Responsible for managing business operations in relation to administrative support staff, activities and office systems to ensure all jobs are done efficiently on a daily basis.Devise and implement training for new employees that involves computer programs, insurance processes, requirements, coding, and governmental policies.Establish various databases and process confidential data for patient records, medical charts, and insurance claims as well as enter procedure codes and other vital transactions into the computer.Report to senior management and act as a liaison between Houston Medical Hospital, Coliseum, ColiseumNorthside and The Medical Center of Peach County other staff members, and the physicians in the practice.Utilize analytical skills to problem solve in order to ensure prompt outcomes, service, quality patient care and clear communication amongst all facets of the organization. Responsible for being familiar with new technologies for the purpose of creating innovative ways to run the office.Work to serve patients in person and on the telephone regarding appointments, questions with their accounts, billing inquiries, payments, preparations for before and after surgery, and direct medical questions to the appropriate personnel. Prepare for business audits to include Medicare and other insurance audits. Credentialed Doctors, PAs, and Nurse Practitioners with Hospitals and various insurance companies Set up staff members with passwords needed with websites to perform their jobs to the best of their ability Trained staff and set up procedures to follow to make their jobs flow Had an open-door policy so employees felt they were welcome to share any problems or suggestions to make their job more productive Patricia D Coussens, MD (OB/GYN)Office Manager; June 23, 1996 – January 6, 2011Responsible for managing business operations in relation to administrative support staff, activities and office systems to ensure all jobs are done efficiently on a daily basis.Devise and implement training for new employees that involve computer programs, insurance processes, requirements, coding, and governmental policies.

Patricia D Coussens, MD (OB/GYN) (continued)Office Manager; June 23, 1996 – January 6, 2011Establish various databases and process confidential data for patient records, medical charts, and insurance claims as well as enter procedure codes and other vital transactions into the computer.Report to senior management and act as a liaison between Taylor Regional Hospital, other staff members, and the physician in practice.Utilize analytical skills to problem solve in order to ensure prompt outcomes, service, quality patient care and clear communication amongst all facets of the organization.Responsible for being familiar with new technologies for the purpose of creating innovative ways to run the office. Work to serve patients in person and on the telephone regarding appointments, questions with their accounts, billing inquiries, payments, preparations for before and after surgery, and direct medical questions to the appropriate personnel. Prepare for business audits to include Medicare and other insurance audits.File patient claims and denials in addition to maintain close business relations and communications with Insurance companies and other relevant vendors.Facilitate daily, weekly, monthly, and annual reports and make sure all submitted information is accurate and that all financial aspects of the business are recorded and balanced.Responsible for ordering office supplies and continually monitor the departmental budget.The Shade Tree Massage Clinic, Cochran, GeorgiaOffice Manager; July 1993 – June 1996Assisted with scheduling patient appointments and set up new accounts.Prepared billing sheets by posting payments and ensured all accounts were current and balanced.Responsible for filing insurance claims, corrected necessary insurance denials, and collected payments due to ensure appropriate reimbursement for patient services and other health related programs.Home Daycare Center, Montrose, GeorgiaOwner; August 1991 – August 1993Planned and scheduled activities and field trips for children that were tailored for each age group.Prepared all meals and snacks that were nutritional and well balanced.Maintained all bookkeeping related to the business and communicated daily with parents.Responsible for upholding certifications passed down by the state’s Department of Human Resources.WORK EXPERIENCE CONTINUEDGovernmental Employees Insurance Company (GEICO), Macon, GeorgiaInsurance Counselor; June 1977 – March 1981Reviewed and endorsed Insurance policies for clients.Computed rates and quotes according to company guidelines and applied discounts and surcharges when available.Collected vital information by phone in relation to submitted claims and coordinated logistical arrangementswhen needed.Typed reports from dictation and created document templates for frequently used forms.Responsible for distributing mailers as well as reports and other correspondences to interested parties.Provided excellent customer service and helped solicit referrals to increase revenues and ensure sustainedsupport of GEICO.

EDUCATIONTwiggs Academy, August 1973 – May 1977, Jeffersonville, GeorgiaHonor GraduateReceived Awards in Bookkeeping, Typing I and II, Spelling, English, Algebra I and II, and Geometry.RELEVANT SKILLS AND KNOWLEDGEType 60+ words a minute.Experience with the use of office equipment such as copiers, facsimile machines, printers and computers. Medical coding skills. Proficient with Microsoft Word and Excel.Efficiently navigate through computer programs and systems.Internet research.Knowledgeable about insurance claims including disability, Worker‘s Compensation, Motor Vehicle Accidents and VA claims.Stay updated on available health programs provided by the government and the many changes that take place.Maintain standards of privacy policies such as those set by HIPPA.INTERESTSEnjoy working with math, solving problems, and assisting the public.Have a love for animals, gardening, reading and more.Take pleasure in spending time with family and supporting my children by modeling good interpersonal skills, demonstrating personal and professional development, and a strong work ethic.REFERENCESAvailable Upon Request