Supervisor, Patient Business Service
Resume:
DELORES D ROSS
**** ***** ** ~ Houston, TX *****
Cell. 281-***-**** ~ *********@*****.***
SENIOR FINANCIAL PROFESSIONAL
Accomplished and seasoned Financial Professional with over 5 years of experience in Account
Management, Personal Banking, Account Receivable, Healthcare Collections and Customer Service in a
call center environment. Highly skilled in collaborating with all members of the organization to achieve
business and financial objectives. Adapt in streamlining financial processes, enhancing productivity
levels, and introducing process improvement. Possess MBA in Management combines academic
achievement with professional experience to lay the foundation for developing and implementing
programs focused on achieving organizational goals.
FINANCIAL COMPETENCIES
Financial Statement Financial Analysis Critical Thinking/Analytical Skills
Detail-Oriented Credit Analysis Client Relationship Management
Account Receivables Collections Project Management Operation Management
TECHNICAL SKILLS
MS Office Word/Excel/Power Point/Access SAP Hyperion Kronos Oracle/PeopleSoft
SharePoint Lotus Notes
EDUCATION
Bachelor of Science - University of Houston, Houston, TX May 2007
Thesis: Technology Leadership & Supervisor
Minor: Training & Development and International Business
Certification - Entrepreneurship & Innovation
Master of Business Administration, Cum Laude - Ashford University, Clinton, IA May 2012
Thesis: Business Management
Dean’s List; Golden Key International Honor Society
EXPERIENCE
University of Texas MD Anderson Cancer Center Oct. 2012- Present
Supervisor, Patient Business Service
Recruited, hired, set work schedules and assignments and evaluated performance for medical staff
and administrative personnel for 2 offices. Provide consultation to resolve customer complaints
and verify financial and credit transactions and adjust accounts as needed. Reviewed private
individuals and managed care customer accounts to identify and select delinquent accounts for
collection. Offered available financial options as needed.
Key Achievements:
o Improve productivity and customer satisfaction by 50%, by implementing new processes
DELORES D ROSS, PAGE 2
o Reduced department error rate by 40%, while ensuring continuation and enhancements of
services
Slash overtime cost by saving $18,500 per week, allowing staff
o
downtime during working hours to complete backlog
o Decrease lag days on correspondences from 5 days to 3 days
o Develop tacking processes to manage requests directed to 7 departments
Examine vendor monthly expense reports, resulting in 50% reduction
o
Patient Business Service Specialist Feb. 2012– Oct. 2012
Aggressively negotiated and settled outstanding and bad debt accounts. Process COBRA and Financial
Assurance applications. Reviewed and respond to patient’s billing or insurance requests for 3 senior
leadership offices to reduce media exposure. Focused on 90-day old requests; making updates and
corrections and contact managed care or commercial insurance carriers as needed.
Key Achievements:
o Raised revenue by 15%, correcting claim forms and billed over 75 patient accounts per
day
o Reduced collection recovery 8% negotiate or settlement bad debt or past due accounts
o Process all applications in 5 days instead of 10 days
Patient Access Specialist March 2009- Feb. 2012
Worked in a clinical setting initiating new patient referrals. Obtained medical records and pathology slides;
registered patients and reviewed and obtained patients written medical consent to treat. Consulted with
physicians, physician assistances and nurses to obtain medical referrals and/or authorizations. Scheduled new
patient appointments. Communicated with managed care and commercial healthcare companies to verify
insurance, update COB, and health care benefits. Participate in the hiring process.
Key Achievements:
o Achieved a certification in CHAA
o Worked closely with managed care companies to obtain authorization/pre-determinations to
increase revenue and decrease appeal rates by 18%
o Successfully trained new hires; increasing retention and employee motivations
United Health Group
Supervisor, Customer Service/Claim Nov. 2004-Mar. 2009
Created and executed procedures to improve efficiency and effectiveness of department in a virtual
environment. Provide strategic direction and leadership in regards to customer satisfaction, quality
assurance, and employee-engagement and performance management. Managed customer service and
accounts payable and supervised a staff of 18 employees.
Key Achievements:
o Improved QA average score from 78% to above 95% and ranked #1 in the company for 12
months
2
DELORES D ROSS, PAGE 3
o Averaged about 130 calls per day and processed claims; resulting in a reduction of overtime by
8%
Reduced budget non-compliance by 10% in less than six months
o
Motivated and coached staff and drove Service Levels from the high 60%
o
to the mid 80% on a volume of over 1 million calls
Exclusive Construction
Manager, Personnel Apr. 2000- Oct. 2004
Managed all human resources and payroll for 85 employees. Maintained employee files, process
master files, and input new deductions; prepared special reports, managed A/R collections for payroll;
research and resolved client account problems. Handled the full range of employee-associated actions
from recruitment to termination, including records retention benefits administration and performance
management.
Key Achievements:
Reduced inventory expenses by 30%, budgeting and forecasting
o
materials
o Cut accounts receivable by 40% within three months, by negotiated or settled past due accounts
o Educating employees on their benefits resulting a decrease in call by 20%
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