Customer Service Manager

Nisa Price

Customer, Patient and Client Liason

Colorado Springs, CO

accb1p@r.postjobfree.com - 719-***-****

To apply my proven skills and training to enhance the operational management and growth of a corporation.

WORK EXPERIENCE

Customer Service Representative

Colorado Springs Utilites - Colorado Springs, CO - September 2013 to Present

Answer incoming calls to serve Colorado Springs community in regards to utility questions

Screens telephone calls and answers inquiries on procedures and policies relating to departmental function.

Assist existing, potential and new customers with new service request, billing inquiries

Enters and retrieves data in mainframes and personal computers with proficiency and accuracy.

Process and record customer data records and files.

Balances figures, computes totals, and performs mathematic calculations.

Acts as a liaison between customers and Specialist

Provides utility service and/or related information to the public, based on established Tariff Rules and

Regulations

Authorizes extension of credit based on internal evaluation of account history, arranges terms of payment

Accepts, processes necessary forms and applications for special accounts (Budget Billing PMPD)

Creates field activity for trouble/service orders, plus fraudulent activity

Edits, corrects and modifies customer data

Greets all customers promptly and courteously.

Performs other duties as assigned and requested.

Compiles information to start/stop and transfer services

Lab Office System Administrator ( LIS )

Memorial Hospital - Colorado Springs, CO - May 2012 to May 2013

Create Review and Modify Batches for Monetary tracking/ Maintain Spreadsheet of Client Payments, generate

refund checks and invoice modifications for Client and patient accounts.

AP/AR. request payment for all departments in laboratory to ensure invoices are paid in a timely manner to

avoid finance charges

Track, monitor and bill for Colorado Springs Pathology Associates

Problem Solve existing issues with Cerner Millennium that prevent lab test and hospital charges, to flow through

the system and in to Physician- Link and CHORIO

Maintain approximately 10 Quality Assurance Reports reports daily

Manually post hospital, Lab and send- out test charges, to patient accounts, for billing in HIS and Cerner

Initiate contact with clients in regards to past- due bills

Credit account charges per compliance and CMA rules

Process Month- End reports, bi- weekly and monthly lab stats for Finance

CLIN (Contract Line Items)

WAWF invoicing, GFEBS, accounts receivable (Government Payors)

Trouble-shoot issues for Phlebotomist and Charge Techs that were frozen (unable to bill) in system

Manage laboratory client billing including LIS database maintenance, created, maintain and distributes client

invoices, to include maintaining fee schedule

Liason between client billing and Patient Financial Services

Cordinate with compliance, Patient Financial Services, physicians and patients to solve billing and coding

issues

Process MUE corrections for denied claims

Utilizes computer functions in HIS and LIS

Monitor all billing reports and process check request for AP/AR, in The Blood Bank

Determine scope of investigation required for system optimization, design, and implementation.

Utilize patient accounting knowledge and provide recommendations for electronic claims, billing statements,

post remittance advices, and cash collections.

Design Cerner ProFit to communicate with patients, guarantors, employers, and payors per hospital standards.

Collaborate with hospital personnel to automate work queues, direct assignments, and improve work

processes.

Reduce lost clinical information and the number of claims denied for hospital departments.

Prioritize system build efforts and proactively identify impact of changes upon other applications.

Assess and current and future state workflows and for system design. - Complete general system

troubleshooting.

Resolve reported system and application problems in test and production environments.

Evaluate, design, and develop testing plans and assist with testing system functionality and validation.

Manage quality auditing of project data and system build prior to conversions.

Register patients and client account patients, including Cancer Registration

Worked the Grouper, to clear edits and reprocess claims ( by adding correct modifiers and correcting code

pair edits)

Assessment of technical changes required for ICD-10 remediation and collaboration with stakeholders, internal

staff and Cerner staff on definition of database build and configuration required for ICD10 remediation

PowerChart, FirstNet, Revenue Cycle and Charges.

Experience documenting in PowerNotes, IVIEW, and Power Forms

Worked directly with Finance team, Lab Director and Lab Business Manager, to present found risk, loss and

needs for the Lab Office

Above duties were solely completed by myself, I did not have a team. I was able to perform all duties above,

in addition to, providing Pathologist call center reps training, as well as being 1 of 3, Information Specialist. I

also wrote the S.O.P. for the Billing Dept and Call Center.

Loss Prevention Specialist

Wide Open West - Colorado Springs, CO - December 2009 to January 2011

Processed inquiries from our call center to determine whether a potential/ previous/ new customer could be

approved for services

Processed credit screenings, and completed skip trace

Handled escalated calls from the call center, and collections department

Monitored delinquent, and payment arrangement accounts, worked directly with our outside collections agency

I was solely responsible for processing new request submitted online; I handled approximately 40- 60 online

request daily in addition to my individual account load, and new inquiries from the call center

Accepted monetary payments via credit card, and check

Acted as a backup for the Account Research Dept. ( pulled statements, sent out itemized statements, moved

payments between accounts, corrected misapplied payments, processed name changes due to marriage/

divorce/death; credited and debited accounts, placed EFT and CC blocks on accounts, handled online chat

request for statement copies, and handled all accounts in bankruptcy status.

Used my discretion to determine whether a person, or business posed a risk to my corporation, when deciding

whether, or not disconnect services.

Had the authority to shut down services in communities if loss was substantially greater than other areas.

Presented with another teammate a presentation to our Collections Manager, my direct report and our CFO

the necessity of credit checks.

Account Manager/ Collections

FirstSource - Colorado Springs, CO - January 2009 to October 2009

Made outbound collection calls to collect on delinquent credit card accounts for Barclays Bank

Accepted inbound calls to answer questions for current customers in reference to billing, online support, making

payments, and problems with not being able to use credit card

Sent escalated calls and emails to upper management

Navigated through computer systems to effectively and proficiently handle accounts, checked credit report

and performed skip tracing

Member/ Benefits Coordinator

Kaiser Permanente - San Diego, CA - January 2007 to August 2007

• Accepted incoming calls to answer questions from Kaiser Members inquiring about their premiums and

coverage effective dates/ billing questions

• Transferred money between accounts

• Terminated/ Reinstated and Enrolled members

• Issued Refunds

• Enrolled COBRA plans

• Sent out Termination/Plan change letters to members

• Changes plans for members per request

• Accepted monetary payments on Medicare account

Collections Representative

NRS - March 2005 to July 2006

Carrolton, TX

• Made outbound calls to collect on past due balances for commercial accounts

• Accepted monetary payments via credit card and check system

• Reported derogatory marks to credit bureau

• Performed Skip Tracing process

Collections Representative / CS

CitiBank / CitiGroup - Irving, TX - January 2004 to February 2005

• Increased and Decreased credit limits

• Accepted monetary payments via check system

• Performed Skip Tracing process

• Answered, screened, routed and/or responded to calls from customers regarding over the credit limit balances

and past due amounts

EDUCATION

BA in Accounting and Finance

University of Phoenix - Colorado Springs, CO

2011 to 2014

Certificate in Medical Terminology

Richland College - Dallas, TX

2004

Certificate in Medical Law and Ethics

Richland College - Dallas, TX

2004

SKILLS

Microsoft Office Suite, Data Entry, FDCPA, Medisoft, Medical Terminology, Medical Law/ Ethics, HIPAA

Compliance, CHORIO, Cerner Millenium (CERT&PROD), MedAssets, MEDI, PowerPATH, EZ Claims and

Physician Link, CC&B knowledge of Utility Rules and Regulations and Tariff

ADDITIONAL INFORMATION

• 13 years experience providing Customer Service and Billing

• 8 years of inbound/ outbound, 1st and 3rd party collections

• 8 years data/ order entry

• 6 years skip tracing

• 2 year education in Medical Billing/ Terminology and Medical Law and Ethics

• 2 year experience with Medicare/ Medicaid and HIPAA Laws, acts and practices

• 1 year of Account Research

• 1 year of risk management, loss prevention

• 1 year experience in Medicare Part A, B and D entitlements, and Government payors, such as Medicaid,

Medicare, CHP and Tricare

• 1 year experience GAAP/SAP

• 1 year experience with patient and client registration

• experienced in the use of MediSoft with 2 years experience in medical billing

• Work cross-functionally and across all levels of the organization.

• Uncommon ability to organize and prioritize numerous tasks and complete them under time constraints

Interested in relocating to Dallas, for my desired career, with no relocation assistance needed

Contact this candidate