Customer Service Manager
Resume:
Bonnie M. Hines
ac8fpj@r.postjobfree.com
Innovative and passionate Health Services Management Specialist with expertise in medical insurance documentation, customer satisfaction, and employee training on policies and procedures. Presently looking for and opportunity for a position that will allow me to utilize my practical skills, knowledge and education to enhance the growth of an organization.
EDUCATION:
Presently Berkeley College, New Jersey
MBA of Business Administration: Management and Human Resources
Mentor
Berkeley College, Paramus, New Jersey
Winter 2018 Bachelor of Business Administration: Management
Mentor and Student Advisory broad
GPA: 3.62 President and Dean List
Berkeley College New Jersey
Summer 2015 Associate in Applied Science: Health Services Administration-
Medical Insurance Billing and Coding
President and Dean List
GPA: 3.48
Dover Business College, Clifton, New Jersey
Spring 2011 Diploma: Medical Insurance, Billing & Coding Administration
Dean’s List, Excellent Attendance
INTERNSHIP:
April- June 2011 Specialized Therapy Associates Hackensack, New Jersey
Greeted patients, answered phones and inquires, handled intakes and co-payments.
Scheduled appointments, followed-up on phone messages, and prepared appeal letters.
Established new patient records; pulled and filed charts.
Posted payments/denials to accounts from EOB’s, resubmitted corrected claims.
COMPUTER SKILLS:
Medisoft, Delphi, Microsoft Office: Word, Excel, Navinet and Passport, Fox Pro, X-Claim, P-Bar, Contract Manager, Other payer websites, PAS Systems. Spring Chart, Cerner, X- Report, Medi-tech, DDE system, Summit, Onco system, Host system, Med-tech and 4D, Passport
CERTIFICATIONS:
National Healthcare Association (NHA): Certified Billing and Coding Specialist #005*-****-**/05/2019
National Society of Leadership & Success
Champions Club member awarded for exceptional performance
WORK EXPERIENCE:
June 2012 to present Med Assets now (nThrive) Raleigh, NC
Support Services Coordinator II / Government Par / Commercial Par/ Associate Par
Follow up on claims including denials, update insurance, submit clean claim and corrected claims, verify eligibility, obtain all mail, medical records and itemize bill, generate letters to patients, review EOB, document account in Collect Management system, subpoena, bankruptcy and finical assistance.
Utilize systems passport and Epace for status of claims and call claim adjuster on Worker comp claims.
Medicare ADR’s, Medical records, Medicare 1st and 2nd level appeals, retro authorization, daily reports, secondary billing, pro fee and secondary adjustments, pro fee billing, Medicaid Voucher, SNF. Also call doctors if more patient information is needed concerning pro fee medical records.
Medicaid and Self- pay, verification of insurance eligibility, bad debt, call patient for payment and set up payment plan, handle resolve patient disputes.
Assisting supervisor with Medicare, Medicaid, and all remotes while training others and helping with PC mil-functions.
Responding to special project needs as dictated by Management and director.
Managing front desk by greeting all visitors, answering calls with warm transfers, and handling packages.
Working remote when required or necessary. Also provide some training on systems for new employee’s when required as well as how to work accounts.
February to May 2012 ARMC Westwood, New Jersey
Account Receivable
Followed up on claim and denial and prepared transmittals.
Followed up payment errors, review EOB’s, first, and second level appeals.
Obtained referral status and retro authorization, verify insurance eligibility and COB.
Collected of payment; set up payment plan and post promise notes.
June 2003 to February 2012 IHOP Clifton, NJ
Waitress/ Host/ Supervisor/Assistance Manager
Managed the restaurant’s daily operations and implemented the company’s standards in all aspects of it operation. Prepared products for delivery to customers, developed customer’s relations, carried out the proper inventory management, maintained the cleanliness of the restaurant and managed the service crew 10-25 employees.
Interviewed new candidates, recruited new personnel and completed new hire packets. Created crew schedule conducted safety training and training of new company products
Reviewed invoices and billing, preformed file management and data entry; maintained accountability for over $30K in daily receipts.
Oversee training needs, inventory control, supply orders, and other logistical responsibilities.
Ensured adherence to all official regulations and standards, passed all safety audits.
Assisted and contributed with the coordination of meetings and events in our private dining room
Host, take orders, and adjust complaints regarding food or service, work cashier
Assist co-workers during busy times to improve workflow and customer service
Provided highest level of customer service with a positive and professional attitude.
Take inventory and make sure the restaurant is stock up properly to run business
Open restaurant in mornings
July/ 2002 - 01/ 2006 Straight & Narrow Paterson, N & Secaucus NJ
Reception/Clerical/Counselor Aide
Greeted, and assisted clients, answered phones, filing, typing
Announced callers and forward or take messages for multiple supervisors
Collected and distributed all messages and assisted with mail distribution
Typed memos, correspondence, reports and other documents
Performed variety of clerical duties
Assisted walk-in clients and notified appropriate personnel
Kept tenant logs, filing
Transport clients to doctor appointment and hospital etc.
Ran a didactic group for impatient clients
monitored all patients on my shift,
gave medication out to clients as prescribed by physicians
Took urine samples, handled admissions intakes
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