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Customer Service Manager

Richmond Hill, Ontario, Canada
April 25, 2019

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* ********* *****, ****#**** § Thornhill, ON § L4J 7Z9 § 647-***-**** §


A dedicated, client oriented professional with extensive experience in Customer Service and A/R

Billing and Collections experience - negotiating to help customers form strategies for payments

Proven ability to analyze and record financial data in an organized, accurate and timely manner

Recognized for ability to manage sensitive cases with clients, staff and internal departments

Proficient in Meditech, B/AR; Smartstream; MS Excel (v lookups, pivot tables), Word, Outlook; QuickBooks

MS4 & RCM, Soarian Clinical & Sovera (medical)



Holland-Bloorview Kids Rehabilitation Hospital, Clinical Technology Jan 2017 - Present

Purchasing and Billing Administrator (2017-Present)

Assist in obtaining funding (ADP, client and/or 3rd party) for client devices

Ensuring estimates completed correctly,

Processing, submitting, correcting, resubmitting and following up on funding claims

Creating and maintaining updated client financial files

Processing invoices/credits using POSoft and Meditech including ADP e-billing submission

Processing payments for dispensed items, obtaining client signatures for proof of delivery

Shipping devices to clients

POSoft product database administrator

Perform other administrative duties as required

Provided administrative backup as required including front desk coverage/registering client appointments

St. Michael’s Hospital, AR & Collections (contract) 2015 - 2016

Billing specialist (2015-2016)

Reporting to Manager of AR & Collection

Billing, insured and un-insured patients, using HRCM – Revenue Cycle Management system, using in parallel MS4 – registration system

Preparation of daily invoices and statements, reviewing for duplications

ATB reports and daily collections

Meeting with patients and / or their families (POA) to discuss billing and payment arrangements, following MOH guidelines and regulations

Following up on late payments and installments

Communicating with patients over the phone, patients’ inquiries

Credit Card payments over the phone per patients’ requests

Working directly with CCAC

Working directly with Collection Agency


Client Financial Analyst (2009 - 2014)

Reported to Controller; supported the Accounts Receivable function by processing accurate billing for Baycrest's Long Term Care consisting of 472 beds and Assisted Living facilities. Provided back-up for Ontario Uninsured Complex Continuing Care Hospital.

Met with clients to review admission packages and related accommodation costs for Long Term Care.

Processed customer credit applications; reviewed and analyzed personal financial information in order to determine eligibility for admission into an Assisted Living facility.

Ensured accuracy in billings and claims using Meditech, B/AR and Smartstream systems.

Monitored customer accounts; prepared monthly AR reports, using Meditech, Excel and Smartstream.

GL entries.

Assisted in the analysis and preparation of financial data required for the year-end audit, using Meditech and advanced Excel spreadsheets.

Followed up on late payments. Collected outstanding receivable balances in a sensitive manner. Created customized payment plans if required.

Assisted in completion of assigned balance sheet account reconciliations.

Responded courteously to client inquiries regarding charges and billing arrangements.

Cash Office (1999 - 2009)

Reported to Controller. Directly responsible for the smooth operation of the facility by managing client relationships and coordinating financial information for the organization. This included processing incoming payments, pre-authorized payments, cash reconciliation, petty cash reconciliation and daily bank deposits. Ensured Accounts Receivable remained up to date and complete.


Special Project Administrator

Reported to the Manager Operations. Responsible for consolidating, opening and closing investment accounts in compliance with industry standards and company policy.

Communicated between departments to avoid duplication and ensure accuracy of accounts.

BMO TRUST COMPANY (contract) 1998

Trust Operation Analyst

Managed financial data for high-end client accounts up to $1 million, which were part of two systems – Nesbitt Burns and BMO. Produced accurate, coordinated client statements.


Bachelor of Arts, Economics, York University, Toronto

Industrial Management, Ben-Gurion University, Israel

Customer Service Representative Training, CIBC Training Center, Toronto

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