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Customer Service Manager

Dallas, TX
March 26, 2019

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Professional Summary

Administrative/Operations Professional with varied experience in consumer, customer and medical services. Excellent written, organization and planning skills to promote productivity and efficiency with team members. Strong initiative and attention to detail along with strong computer skills gained by training seminars and college courses.

Skills Highlights:


Team Lead


Proficient in MS Office Functions

Proficient Follow up Skills

Excellence in Customer Service

Maintain and create positive customer relations

Conflict and Issue Resolution


Upper Management Support

Meeting Coordination

Coding and Billing


Reporting Analysis and Interpretation

Professional Experience:

Revenue Director

Primary + Urgent Care/Emergis ER

Oct 2017- Present

Directed and oversaw the overall policies, objectives, and initiatives of organization's revenue cycle activities to optimize the patient financial interaction along the care continuum.

Reviewed and helped implement processes surrounding admissions, pricing, billing, third party payer relationships, compliance, collections and other financial analyses to ensure that clinical revenue cycle is effective and properly utilized.

Reviewed and analyzed aging AR for record coding error rates and billing turnaround times to develop sound revenue cycle analysis and reporting.

Worked closely with Nurse management and Director of Operations to improve any front desk operations for smoother revenue cycle for patient engagement.

Worked with Marketing team to ensure implementation of marketing endeavors were successful throughout revenue cycle.

Worked with third party billing company to ensure credentialing and aging of accounts receivables were meeting objectives of organization.

Organized and managed clean-up for Emergency Room Accounts Receivable.

Successfully captured 251K in 6 months for aging over 120+ days.

Improved Net Collections by 20%

Accounts Receivable Manager/Office Coordinator

Health Texas Provider Network/Baylor Health Care System

Mar 2010- Oct 2017 (7yrs 5 months)

Management of two billing offices for over one hundred and fifty physicians.

Management of multi-specialty physician billing ranging from inpatient, outpatient and office. Neurology, Supportive and Palliative, Critical Care and Pulmonary, Bariatric and Internal Medicine.

Managed other leaders within billing department.

Ensured timely and accurate billing following standard policies and procedures.

Assured timely collection of monies and Monitored then reported on deviations.

Responsible for all facets of medical billing and accounts receivable management including charge entry, TOS payment posting, customer service and follow-up in accordance with practice protocol.

Responsible for training and assisting approximately thirty staff members in accurate billing and demographic entry.

Strong working knowledge of managed care plans, insurance carriers. Strong knowledge of ICD10, CPT.

Monthly meetings with upper managerial team to ensure communication of financials goals were met.

Performance Reviews and Payroll approvals of thirty staff members.

Performed Invoice Check Requests and approvals and orders for all office supplies.

Managed introduction of new software, Epic, for all billing offices.

Supported staff teamwork and growth.

Assisted all Practice Administrators as well as other AR Managers in billing knowledge for HTPN.

Created, led and maintained AR Focus Group for HTPN for all AR groups within HTPN for five years.

Assisted in and led staff coaching sessions for better office development and coordination.

Focused on caring leadership qualities with all staff and actively supported all Baylor Behaviors and encouraging all staff to follow and support with monthly reminders and meetings.

Office Manager

Judy Holmes Physical Therapy

Jun 2009 – Apr 2010 (11 months)

Greeting and assisting with patient treatments.

Answering all incoming calls and scheduling new patients or existing patients.

All insurance billing and insurance verification of benefits.

Payment collections from both patients and insurance.

Insurance payment posting and follow up on incorrect or unpaid claims.

Ordering equipment and office supplies.

Assisting with deposits from insurance and patient payments.

Entering all data into Turbo for billing and payment collections.

Demand Planning Analyst

Radica Brands a division of Mattel

Jul 2007-Nov 2008 (1yr 5 mo)

Ensured Demands were properly loaded into ISIS according to Planning Cycle Calendar.

Maximized Marketing, Sales Plans, optimized sourcing availabilities, and minimized inventory risks, allowing to reach monthly, quarterly, yearly Sales/Sell Through by brand, customer and by event (promotion, movie, launch, etc.).

Compared and Analyzed External Plans and Demand to detect possible mistakes and avoid excess inventory.

Ensured correct and continued communications with plants and affiliates (in case of intercompany transfers) in order to reach avails according to subsidiary requests.

Coordinated reports for exposures to avoid excess materials within warehouse and factories

Communicated with Sales/Marketing on forecasts and point-of-sale information. Obtained information regarding new marketing procedures for toys in order to keep factory and team apprised of business direction.

Create and/or maintained forecasting models for each item at each stocking location for each customer within designated product lines to achieve established forecast accuracy goals.

Coordinated and led monthly forecasting/quota review meetings with Sales, Management and Marketing teams to ensure business unit on successful track to meet financial goals.

Traveled to Hong Kong, China and Macau to learn factory processes and customer service procedures with international teams.

Lead Customer Service Representative

Radica Brands a division of Mattel

Apr 2006 – Jul 2007 (1 yr 4 mo)

Trained and cross trained new/existing staff and helped lead all members of team to accomplish goals of the business unit.

Assisted Customer Service Manager in Compliance documentation review and was liaison between accounting and customer service manager in regard to compliance violations for accounts.

Reviewed weekly/monthly reports for order and shipping accuracy as well as helped maintain inventory levels in distribution center.

Assumed responsibility of acting manager when manager was out of office.

Assumed responsibility of team member while team member was out of office.

Continued work on accounts as customer service representative.

Consumer Service Representative

Radica Brands

Jan 2002 – Jun 2004 (2 yrs 6 mo)

Answered phones and responded to consumer requests with product and service information or technical resolution with toy/gaming equipment.

Transferred customer calls to appropriate staff in absence of receptionist.

Identified, researched, and resolved consumer issues using self – created training manual.

Followed up on customer inquiries not immediately resolved and ensured timely follow through to completion of issue or inquiry.

Completed call logs and data entry in Access Database for future reporting needs.

Recognized, documented and alerted the supervisor of trends in customer calls.

Provided-on-the-job training for new employees to promote better understanding of business module and goals for department.


Abilene Diagnostic Clinic

Jan 1999 – Jan 2001 (2 yrs 1 mon)


Certified Medical Coder (CMC) – PMI - August 4 2015

Brookhaven Community College – 2002-2008 Junior Level Hours

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