Customer Service Manager
Resume:
Kristie Johnson
Birmingham, AL 35242
Education
Diploma-Medical Assistance Associates Degree-Medical Coding and Billing
Virginia College at Birmingham American Intercontinental University
Homewood, Alabama Hoffman Estates, Illinois
Oct 2002 –September 2004 January 2009-April 2009
Healthcare Reimbursement High School Diploma
Virginia College at Birmingham Midfield, Alabama
Homewood, Alabama May 1997
July 2007-Dec 2008
Related Skills
Anatomy & Physiology Business Management Project Management
Medical Office Procedure Project Management Word Processing
Medical Law & Ethics International Business Medical Terminology
Medical Insurance Procedures Clinical Office Procedures Business Ethics
Fundamentals of Marketing Medical Externship
Experience
Team Lead-December-2012 to Present
The Outsource Group, Birmingham, Alabama
Work with Unit Manager to ensure the billing staff is capable of handling current
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production goals within department(s).
Assist in training new staff by demonstrating sound billing practices, participating in role
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plays, monitoring new hire calls and providing feedback. Provide feedback to Unit
Manager on new hire progress, surfacing issues or other actions that should be taken to
improve/maintain success.
Provide first level help to billing staff by answering questions, addressing escalated
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issues, researching accounts or providing feedback to staff.
Provide feedback to Unit Manager on staff performance.
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Maintain a working inventory of accounts, manage a queue of problem accounts and
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make follow-up calls or provide other supervisory resolution action as needed. Escalate
problems as deemed appropriate.
Prepare daily and weekly reports as needed as to the status of the billing production
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goals.
Conduct weekly Rap sessions with staff members and provide updates to the Unit
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Manager regarding issues discussed. The goal of this meeting is to provide the staff an
open forum to discuss collection related issues that affect clients, co-workers, the
company etc.
Document meetings and provide staff billing updates.
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All other duties as assigned
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Billing Representative-July-2010 to December 2012
The Outsource Group, Birmingham, Alabama
Process and file electronically insurance claims to all third party payers.
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Analyze and correct accounts on edit reports in billing system.
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Print and mail paper claims.
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Bill secondary claims after primary claims have processed.
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Analyze and correct accounts on any payer rejection reports
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Review demographic data on patient accounts prior to claim dropping for billing for
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accuracy and correctness of data.
Client Representative-August 2009-July 2010
The Outsource Group, Birmingham, Alabama
• Obtain claim status on insurance claims from various insurance providers to ensure
claims are substantially paid and thoroughly review patient accounts to ensure billing is
accurate.
• Call patients to obtain missing insurance information to ensure claims are paid
• Request medical records, mail patient letters, print and mail paper claims, and file
provider complaints/ appeals
Inquiry Analyst, October 2008 –June 2009
Blue Cross Blue Shield of Alabama, Birmingham, Alabama
• Processed claims and inquiries from providers and subscribers nationwide via computer,
accurately and proficiently.
• Obtained accurate information from providers and customers service representatives to
ensure a claim or inquiry is processed correctly by using GMCD to obtain a valid
diagnosis and procedure codes based off of submitted images
Customer Service Representative May 2008-October 2008
Lincare Inc, Pelham, Alabama
• Coordinated new patient service orders from physicians and referrals and scheduled
delivery within the service area.
• Verified insurance and informed the collections department of required actions for billing.
• Provided information from internal sources when requested.
Customer Service Representative, September 2007-May 2008
DST Health Solutions, Birmingham, Alabama
• Assisted customers nationwide with questions pertaining to their HAS/FSA accounts,
entered claims, searched claims, provided account status and account history.
• Assisted customers with determining if they had a qualified medical expense per the IRS
rules and regulations.
Wire Transfer Specialist, May 2003 –September 2007
Compass Bank, Birmingham, Alabama
• Took as many as 150 wire transfers over the phone nationwide from all Compass Bank
offices and customer base, processing wire transfers on a personal computer.
• Processed Domestic and International wires, investigated wires, and ensured the pay plus
system was properly ready to run for start of business day.
Client Service Clerk/Collection Specialist, October -2002-January 2003
Amsher Collection Services, Birmingham, Alabama
• Collected on past due accounts for a variety of large companies such as Alabama Power,
Blue Cross Blue Shield, and Time Warner Cable.
• Verified monetary payments by calling the clients, verifying a specific payment amount
by the customer.
Collection Specialist, October 2001- October 2002
SouthTrust Bank, Birmingham, Alabama
• Collected on overdrawn checking accounts through an automated dialer system.
• Set up monetary payment arrangements and assisted customers with their account balance
and help manage their checking accounts.
Cage Cashier, October 2000 – August 2001
Greektown Casino, Detroit Michigan
• Performed monetary transactions such as balancing, processing cash advances, and
cashing checks in a fast passed high volume environment.
REFERENCES-Available upon request
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