Customer Service Manager
Resume:
Kelly Michael Holmes
West Des Moines, IA
ac8ll5@r.postjobfree.com
An Air Force Veteran who has over 25 years of customer service experience, technical writing expertise with a strong analytical skill-set, looking to build a career with a reputable company that has room for growth.
Healthcare/Medical Knowledge:
Insurance claims, UB-04 & HCFA 1500, CPT/ICD-9 coding
Hospital & physician billing, collections & follow up, including appeals
Medical terminology, passed MT Course
Professional History:
Consultant, Des Moines, IA
Technical Writer, June 2014 – Present
Wrote and edited computer - program/medical booklets and procedure manuals
Collaborated with medical staff and engineers to compile data for content into manuals
Updated websites using HTML
Missouri Department of Mental Health, Kansas City, MO
Accountant I, December 2012 – May 2014
Researched and reviewed patient accounts accuracy and completeness
Communicated with patients/insurance carriers over the phone
Provided problem solving/customer service to clients with issues and concerns
Submitted/resubmitted patient medical/mental/disability/Medicare/Medicaid/HCFA –
1500/UB-40 1450 hospital health claims to insurance companies and submitted appeals
Coded using CPT and ICD-9 coding methods
Consultant, Washington, D.C.
Consultant/ Project Manager, June 2005 – December 2012
Served as Editor for an architectural firm that provided a resource for construction specification development and product selection
Performed technical writing/editing duties for a Department of Defense
Partnered with generals and senior leaders on assignments
Performed accounting/budgeting duties for a Department of Defense - mandated temporary committee; responsible for 401(k) and other benefits
Held Maryland real-estate license
D.C. Metro System, Logisticare, Inc., Washington, D.C.
Public Affairs Coordinator, May 2004 – June 2005
Managed Quality Assurance, Eligibility, and Compliance Departments that included a span of control of 50+ employees
Responsible for supervising the Customer Service Department/QA department that handled written correspondence and escalated complaints
Ensured compliance with legal and regulatory requirements and expectations
Conducted outreach into the Washington metropolitan community, speaking in front of groups to educate them about this program
Represented the MetroAccess program at WMATA/public committee meetings and at the monthly provider meetings, outreach
Created more efficient/streamlined processes and procedures, while documenting and recording manual files
Caceres Health Group, Washington, D.C.
Office Manager/Customer-Patient Relations Coordinator, January 1987 – April 2004
Performed all duties commensurate with Office Manager, duties including accounts receivable, accounts payable, human resources, policy making and enforcement, and physician licensing and certification
Ensured compliance with legal and regulatory requirements and expectations.
Hired, supervised, coached, and mentored billing, reception, housekeeping employees
Researched and submitted/resubmitted healthcare/laboratory claims, using CPT and ICD-9 coding methods
Performed marketing functions, such as advertising
Responsible for payroll, 401(k), leave and other benefits for entire staff
Submitted/resubmitted patient medical/mental/disability/Medicare/Medicaid/HCFA –
1500/UB-40 1450 hospital health claims to insurance companies and submitted appeals
United States Air Force
Staff Sergeant, February 1982 – October 1986
Performed all duties commensurate with the role of Non-Commissioned Officer
Woolly Mammoth and Studio Theaters
Call Center Representative, 2000 - 2005
IT/Computer Software: Microsoft Suite to include: Office, Word, Excel, Adobe programs, such as Photoshop and InDesign, QuickBooks, RoboHelp and HTML, Salesforce, many others
Education:
B.A., Public and International Affairs, George Washington University, January 1989
Diploma, Russian, Defense Language Institute, April, 1983, Honors
Certificate, Management Course, USAF Madrid, Spain, 1985, Honors
Medical Terminology Course, Adventist Hospital, 2004
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