Customer Service Manager

Vanessa Sellers

*** ***** ** *******, ** *****, 770-***-**** or 706-***-****, *********@*********.***

Education

Liberty University (Online) - Lynchburg, WV

M.B.A, Health Care Management (Expected Graduation date, Dec 2013)

Shorter University – Rome, GA

Bachelors of Science in Business Management, 2011

Associates of Science, 2009

Academic achievements, Deans List 2007-2011 - Serve as a Notary Public

Objective:

I am an innovative Professional who possesses strong managerial, collaborative, coordination &

decision-making skills. I am experienced in working in an environment that demands strong

direction, organizational, analytical & interpersonal skills. My objective is to gain employment with

an established organization where I may utilize my skills to continue to move the organization

towards a profitable business.

Professional Experience

Aspen Dental, Operations Manager, 12/2011 – Current

Manage office/clinical staff - Dental assistants, Lab tech, PSR, Hygienist & Doctor

Direct and oversee the daily operations of the facility

Consult with new patients about treatment plan, financing options, insurance

obligations and discrepancies on insurance denials.

Evaluates patient’s financial status and establishes budget payment plans .

Exceeds budget goals and other metrics that are Key Performance Indicators

Responsible for developing new innovative processes and procedures

Responsible for auditing patient’s chart for correct documentation of

procedures/billing codes etc.

Maintains strictest confidentiality; adheres to all HIPAA guidelines/regulations

Responsible for managing the monthly profit/liability (Overtime, monthly supply

expenses refunds etc.)

Responsible for managing A/R and outstanding balance report

Responsible for managing Human Resource Issues

Strong organizational, analytical, detailed oriented & time management skills

Strong decision making skills along with verbal & written communication skills

Collecting co-pays and cash from patients, getting authorization on credit cards

Cash posting - collections on past due accounts - Report & Document Preparation

Established and maintained cooperative working relationships with the MCD, DA,

Hygienist, administrative staff and Lab Tech as well as the general public.

Responsible for payroll in ADP

Hiring & Continuous training of staff

Daily Reconciliation reports, Petty cash, credit card & Processed Invoices

Meeting & Event Planning & daily bank deposits

Highland Rivers, Office Manager, 09/2008 -09/2011

Managed the administrative staff for Mental Health &Women’s Outreach Substance Abuse

Center: Front office check in/out, Medical Records (HIM) & Financial Counseling

Oversee the day to day operations of multi facilities (Rome and Dalton GA along with

handling unforeseen issues with consumers to make sound business decisions

Health information Management

Familiar with ICD9/CPT Codes

Familiar with Electronic Health Records system

Ensure that billing tickets are being keyed daily

Health & Safety Officer, Responsible for Health & Safety drills

Responsible for facility’s compliance to codes and State regulations for CARF audits

Assured the facility was CARF ready (Maintained facility 3year Accreditation)

Familiar with Risk Management protocols and forms

Served as a liaison to provide public service information & consumer referral updates

to special interest groups such as DFCS, DJJ, Cherokee Judicial Court

Teambuilding & Employee Relations

Communicate politely with customers by email, letter, face to face, & telephone

Investigate & Solve Human Resource issues internal or external

Strong organizational, analytical & detailed oriented skills

Strong verbal & written communication skills

Staff Development & Training

Responsible for inserting updates of Policies & Procedures Manuals

Spreadsheets & Data entry - Interact with Third party payers

Annual Performance Reviews

Bookkeeping / Payroll in Kronos

Report & Document Preparation (Run daily Reports & compile monthly statistical

reports)

Maintain & updated personnel files as needed

Established and maintained cooperative working relationships with the general public

Maintained Integrity in keeping confidential information classified

Responsible for posting money to customer’s account & daily bank deposits

Daily Reconciliation reports, Petty cash, credit card & Processed Invoices

Meeting & Event Planning/ Oversee building projects

Hiring of clerical staff - Filing, copying & typing documents

Responsible for managing and correcting billing errors & Office supply coordination

Billing Specialist II

Responsible for timely & accurate coding & data entry of patient billing information

Checked for correct usage of billing codes/modifiers based on clinician’s credentials

Maintains strictest confidentiality; adheres to all HIPAA guidelines/regulations

Conducted financial counseling with patient

Familiar with ICD9/CPT coding

Working knowledge of billing coding for third party payer systems, including

Medicare, Medicaid and commercial insurance

Demonstrated computer skills: healthcare systems & Microsoft office

Ability to accurately record and transmit detailed information

Ability to interpret & comply with applicable regulations & insurance requirements .

Faus Group, Senior Customer Service Rep, 2005-2008

Lead Customer Service Representative

Prepare & process a variety of clerical duties for the customer service function

including

collecting fees, payments & deposits; verify a variety of information & adjust account

information

Responsible for statistical record keeping & transactions

Liaison for Faus’ International customers accounts and their shipping documents

Oversees complex accounts to include International accounts

Responsible for allocation of “The Home Depot” orders who is the company’s

largest customer.

Responsible for Faus Floor On-line & call in orders

Data entry (Input customer’s order into system)

Evaluate problems & recommend an alternative solution - Filing, copying &

typing documents

Developed & Implemented a new strategy for customers who call in their order

Wrote the customer service operations manual

Trained new customer service reps

Responds to request and inquiries within scope of authority

Knowledgeable of the AS400 system

National Asset Management, Collection/Training Manager, 1999-2005

Directed, managed & coordinated the work flow of 15 collection staff, two supervisors &

the Partial Payment Arrangement unit

Recruit, hired & trained new employees for a startup Department of Education

collection operation

Prepared and assimilated office monthly budget

Monitored the monthly profit and liability of the office

Developed training programs according to approved collection methodology

Conducted seminars for Program Managers & collection staff

Developed trainee status report for line managers

Rewrote the Collection Training Manual for The Department of Education Contract

Assist line managers in identifying and resolving human performance issues

Initiate and prepared long-range objectives for training needs that are consistent with

corporate & training policies. Developed a system for verifying implementation of the

actions needed to meet the objectives.

Reviewed possible fraudulent accounts and credit bureau reports

Computer Skills:

ADP – Kronos - ICIMS

AS400 - Proficient in Microsoft office - Mitchell & McCormick (B-Frame System)

Outlook - E-mail

Electronic Health Records - ADC

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