Customer Service Manager
Resume:
L ISA CARR
Henderson NV *****
********@*****.***
Ten Years Medical Billing and Collection Experience
OVERVIEW
A highly motivated Credit, A/R, A/P, and Collections professional with a verifiable record of accomplishment
spanning 8 years. Highly creative, recognized as a results oriented and solution focused individual. Areas of
strength include:
Accounts Payable Accounts Receivable
Problem Collections Legal Aspects of Collections
Organizational Skills Communication Skills
Computer Literacy Time Management Skills
Work as Team Player Research Abilities
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EDUCATION
1985
MADERA HIGH SCHOOL
MADERA CALIFORNIA
BUSINESS AND ACCOUNTING
HIGH SCHOOL DIPLOMA
COMPUTER SKILLS
SERVER AND WINDOWS
WordPerfect, Microsoft Word,
Excel and Access
Peachtree and Quickbooks
Allscripts and Medical Manager
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Hardware and software issues, Server issues, IT issues
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PROFESSIONAL EXPERIENCE
2012 2013
CareMore Medical Group of Nevada/Las Vegas NV
Business Office Manager
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I was responsible for working claims from start to finish. Maintained A/R at
acceptable aging levels by prompt follow up of unpaid claims, denied claims
and underpaid claims. Provided information over the phone for all patients, all
our billing questions were directed to the central business office which I was
manager. Reviewed all credit balances for possible refunds, Answer calls and
responds to patient inquiries and/or problems regarding bills in an accurate,
prompt, and courteous manner.
I identified delinquent accounts and contact patients to negotiate a payment
plan.
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Respond to collection agency correspondences and agency assignment
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paperwork.
Thoroughly and timely work accounts in work queues as defined by Policies
and Procedures.
Respond to any correspondence attached to patient statements.
Processing and billing of all accounts.
Evaluate patient eligibility for financial assistance adjustment.
Receive patient requests for information and adjustments. Initiate resolution
as identified in department policies and procedures.
Insurance claims correspondence and mail return.
Read and interpret EOB’s (Explanation of Benefits)
Provide quality customer service and resolution to callers concerns in a brief
manner.
Process all appropriate refunds in accordance with department policies and
procedures.
Resolve patient concerns for resolution with related documentation.
Document account activity accurately and promptly during or immediately
following each patient encounter on the telephone or in person.
Accurate and timely submission of appeals and re bills of insurance
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claims.
Responsible for the analysis and necessary corrections of patient
accounts as it pertains to re bills or appeals.
Responsible for maintaining work queues.
Responsible for telephone and/or written correspondence with insurance
companies for claims follow up.
Physicians Medical Center
2004 2012
Billing Office Manager/Las Vegas NV
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Thoroughly and timely work accounts in work queues as defined by Policies and Procedures.
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Respond to any correspondence attached to patient statements.
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Process bankruptcy and probate accounts.
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Evaluate patient eligibility for financial assistance adjustment.
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Receive patient requests for information and adjustments. Initiate resolution as identified in
•
department policies and procedures.
Insurance claims correspondence and mail return.
•
Read and interpret EOB’s (Explanation of Benefits)
•
Provide quality customer service and resolution to callers concerns in a brief manner.
•
Process appropriate refunds in accordance with department policies and procedures.
•
Resolve patient concerns for resolution with related documentation.
•
Document account activity accurately and promptly during or immediately following each patient
•
encounter on the telephone or in person.
Accurate and timely submission of appeals and re bills of insurance claims.
•
Responsible for the analysis and necessary corrections of patient accounts as it pertains to re bills
•
or appeals.
Responsible for maintaining work queues.
•
Responsible for telephone and/or written correspondence with insurance companies for claims follow
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up.
Responsible for correctly identifying and updating various types of insurance entry information.
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Understanding and knowledge of health insurance plans, policies and procedures.
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Make suggestions on improving Clinic procedures to improve billing accuracy and Knowledge of
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private billing and collections regulations
Knowledge in balancing and explaining account balances.
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Problem solver, prioritizing, organizing, planning, communication and staying on track.
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Demonstrated customer service expertise.
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Knowledge of commercial insurance contract practices, third party billing and billing to private clients
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required.
Keyboarding minimum 45 wpm.
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Accurate 10 key by touch and familiarity with Microsoft Word and Excel.
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Able to work with a variety of personalities within a fast paced environment.
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Excellent verbal and written communication skills, and extensive hands on computer skills
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ACCOMPLISHMENTS
Reduced A/R aging from an average of 78 days to 41 days in less than 7 months
Established new credit criteria for new accounts, significantly reducing bad debt
Was significant in the merging of the two databases
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Had the highest collection month in the history of the company
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REFERENCES
Raynette Howard = Regional director of Nevada Division Caremore Inc.,
Debbie Francis = Was COO Physicians Medical Center
Sharron Grodzinsky = CEO Physicians Medical Center 702-***-****
Tom Tancredi Senior Director of Business Operations= My Direct boss with Caremore Medical
Group Of Nevada / Caremore Corporate in California 562-***-****
Contact this candidate