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Customer Service Office

Winter Haven, FL
October 25, 2018

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Cynthia L. Young

**** ***** **** ******

Eagle Lake, FL 33839

863-***-**** Cell 863-***-**** Home


Results driven, personable and a dedicated team player with diverse business experience cultivated through 25 years of

on the job training in the health care business. Proven ability to effectively manage, analyze, prioritize, and act strategically

with effective communications.


Lakeland Regional Health 5-201*-*-****

Self-Pay Collector/Financial Assistance

Negotiate, apply payment plans prior to account being sent to collections, received and reviewed financial assistance applications.

Process and apply credit card, cash and check payments.

Apply insurance to for bill processing and billing.

Insurance verification and follow-up

Monthly payment follow-up

Review billed and unpaid items with Patients.

Collection Supervisor/Manager 1-09 / 12-2015

Winter Haven Hospital/Baycare Health System

Efficiently provided leadership and direction to 4 Self-Pay representatives, 10 Managed Care Insurance Collectors, 1 Coordinator,

1.5 Business Office Assistants, 1 Quality Assurance representative and 2 Denials and Appeals Representatives.

Prepared and administered yearly reviews and daily coaching to foster team work with in departments.

Interviewed, hired, trained and terminated employees.

Provided teams with continuous monthly coaching/development and skills training to ensure knowledge for continuous

improvement in skills to meet, maintain and exceed department goals.

Successfully set up Credit Card, Check payment system, and trained all entire facility for point of sale.

Restructured self-pay collection department, letters and calls schedule also created a Quality assurance team,

Effective handled complaints or concerns, Credit Bureau issues, refund issues and payment processing issues.

Analyzed payer report cards/reports to identify payer trends of non- payment, under payment’s and denials.

Collaborated with IT to produce reports to help Identify Aged A/R and accounts to sell.

Met with current and new Collection Agencies to set processes on collection flow to and from Business office to Agency.

Collaborated with Law firm, Business Office Management set up Auto, Legal Collection Processes as well as Insurance company representatives to address denials, underpayments or non-payment of claims.

Audited (Bad Debt Agencies, Legal Firms) and all Vendors monthly invoices for accuracy.

Favorably increased revenue in collections.

Systems knowledge, Availity, Provider websites, McKesson/STAR system, Excel

Collections Supervisor, Collector, Skip tracer 6-91 / 12-08

NCO Financial Systems/ formerly OSI Collection Services, Lakeland FL

Effectively provided leadership, direction and motivation for team work and associate retention to over 30 employees.

Prepared and administered daily coaching and yearly reviews.

Client liaison, reviewed monthly collection reports/concerns/issues, handled client’s daily requests and issues or concerns

on payment and placement issues, special projects, monthly reconciliations.

Interviewed and hired applicants, conducted all new hire training and testing, handled all yearly testing of employees to

ensure all were FDCPA and HIPPA compliant.

Effectively provided monthly coaching/development and skills training.

Handle consumer complaint calls and credit bureau issues to ensure office is compliant to client contract.

Set monthly challenging yet, obtainable goals for team.

Exceed monthly team goal consecutively for over 3 years, 2005 exceeded goal by 32%, 2006 exceeded goal by 29%, and 2007 exceeded goal by 40%.

Develop new business forms and processes to ensure the work flow is smooth for associates and clients.

Personal knowledge and training /in various client systems. i.e.: Affinity, Hummingbird, Rumba, Eclipse, Sovera, TTWin, HostX.


Auburndale High School Graduated Diploma 1979


Jean Rumsey/Previous employee Winter Haven Hospital/Baycare Health System 863-***-****

Jonnie James/Previous Director OSI/NCO Financial Systems 863-***-****

Darlene Myers/Friend 863-***-****

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