Call Center Management, Revenue Cycle, Customer Service
Resume:
Carol Ellington
********@*****.***
Ingalls, IN 46048 Cell: 813-***-****
Focused, results driven leader with over 20 years’ experience in development, support and management.
Strong strategic mindset and problem solving skills.
Excellent analytical and team building skills with a demonstrated record of achieving results.
Detail oriented with excellent organizational skills.
Self-motivated and success oriented.
Well versed in Microsoft Office, Interactive Intelligence Call Center Software, AS400 applications, and
Oracle applications.
Professional Experience
CareCentrix Tampa, FL 9/10 to 9/13
Reimbursement Operations Director 1/13 to 9/13
Managed 120 employees, including 3 managers and 6 supervisors in payer billing and collections, and Patient Services Call
Center.
Strategically managed 150 million in accounts receivable to maximize reimbursement levels and attain optimal financial results.
Collaborated with various internal and external customers to resolve escalated billing and system issues.
Developed staffing models, scheduling and performance tracking to ensure World Class metrics were met or exceeded while
delivering service excellence.
Prepared departmental budget and monitored expenses to ensure compliance with approved budgetary constraints.
Assisted IT with writing requirements, developing QA criteria and conducting UAT testing.
Prioritized operational system enhancements by evaluating level of effort and the return on investment associated for each
project and coordinating resources between the business and the IT division.
Accomplishments:
Successfully increased call center staffing by 50%. Orchestrated hiring process, training, and scheduling to meet the call
volume demand.
Lead, developed and implemented three projects on the business side to automate processes and improve the customer
experience.
Reimbursement Operations Manager, 1/12 to 12/12
Provided direction for the reimbursement leadership team for billing and follow up on patient account activity, and employee
productivity to improve DSO and cash collections, and reduce bad debt, denials and A/R.
Monitored and analyzed trends on unbilled revenue and cash collections on a daily and weekly basis.
Ensured compliance with third party payer regulations and audits.
Prepared and monitored departmental budgets.
Worked directly with internal and external customers, to promote positive business relationships.
Prepared monthly reporting on collection results and strategic recommendations to senior leadership.
Facilitated employee reviews, discipline, coaching and counseling, and policy application in conjunction with supervisory team.
Accomplishments:
Created a special projects team to target payer reimbursement opportunities overlooked by day to day collection activities.
Developed and implemented a tracking tool to better manage time spent on production versus special assignments.
Patient Reimbursement Manager 9/10 to 1/12
Managed the overall operation of Patient Reimbursement Services activities and functions with a staff of 52 associates.
Prepared and monitored departmental budgets.
Created and developed strategies in a fast paced inbound/outbound environment to improve department performance.
Analyzed current and past inbound call volumes and service levels for trending purposes to ensure appropriate call center
staffing.
Analyzed collection trends to develop outbound dialer campaigns.
Reported patient collection results to senior leadership on a weekly and monthly basis.
Continuously analyzed processes, workflows and production/efficiency results to identify areas for improvements.
Facilitated employee reviews, discipline, coaching and counseling, and policy application in conjunction with supervisory team.
Analyzed and trended quality and productivity metrics against objectives.
Directed supervisor team to manage scheduling, time management, and performance.
Accomplishments:
Developed outbound predictive dialing campaigns to maximize collection efforts resulting in the collection of $3 million in
accounts over 90 days.
CCS Medical Clearwater, FL 5/06 to 9/10
Reimbursement Manager, 2/08 to 9/10
Lead and managed staff of 55 employees in a fast-paced call center answering inquiries regarding billing for
durable medical supplies after insurance consideration.
Based on industry standards, developed and implemented metrics to measure performance and monthly
scorecards to deliver feedback.
Communicated and implemented company work rules, performance standards, and departmental policies.
Developed and implemented outbound dialer campaigns to maximize collections.
Facilitated employee reviews, discipline, coaching and counseling, and policy application in conjunction with
supervisory team.
Analyzed trends of quality and productivity metrics against objectives.
Ensured high quality of service to patients/physicians/providers through management of quality assurance
and quality control methods.
Collaborated with various internal departments and external vendors to resolve missing shipment reports.
Directed supervisory team to manage scheduling, time management, and performance.
Assisted in the development and implementation of the inbound training program. Promoted training
directives and initiatives across departmental divisions.
Accomplishments:
Assembled a team of collection representatives; developed and implemented policies, processes, and metrics resulting in the
collection of $2.3 million in accounts receivables aged over 180 days in 2009.
Using Best Practices guidelines developed and implemented policies, processes, and metrics resulting in consistently meeting
or exceeding World Class Metrics within 60 days.
Patient Reorder Manager, 5/06 to 2/08
Lead and managed staff of 72 employees in a fast-paced call center answering inquiries regarding mail
order shipments of durable medical supplies and upselling to increase the price per shipment.
Based on industry standards, developed and implemented metrics to measure performance and monthly
scorecards to deliver feedback.
Facilitated employee reviews, discipline, coaching and counseling, and policy application in conjunction with
supervisory team.
Analyzed trends of quality and productivity metrics against objectives.
Ensured high quality of service to patients/physicians/providers through management of quality assurance
and quality control methods.
Collaborated with Intake, Preauthorization and Shipping on internal processes to improve days to ship.
Directed supervisory team to manage scheduling, time management, and performance.
Accomplishments:
Using Best Practices guidelines developed and implemented policies, processes, and metrics resulting in consistently meeting
or exceeding World Class Metrics within 90 days.
Developed performance scorecards to improve performance management.
Decreased employee turnover in 2006 by17%, and 2007 by 43% by driving employee satisfaction.
Quest Diagnostics Tampa, FL 10/98 to 6/02
Customer Service/Reimbursement Supervisor 7/05 to 5/06
Directed line staff in the resolution of insurance and billing issues relating to laboratory services.
Monitored performance against goals.
Ensured high quality of service to patients/physicians/providers through management of quality assurance and quality control
methods.
Prepared weekly reporting of team production and quality results.
Prepared and communicated annual evaluations, discipline, and coaching and counseling regarding departmental policies and
procedures.
Developed and implemented incentives to ensure employee satisfaction and reduce employee satisfaction.
Accomplishments:
1999 - Developed and implemented a batching and work flow process for incoming adjustments and insurance updates, which
resulted in bringing a 6 month backlog current in 45 days.
2002 Awarded the “Our Best Award” for successfully establishing two specialized teams to handle insurance research and
escalated calls.
Education
University of Phoenix Tampa, FL 2008
B.S., Business Management
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