Customer Service Manager
Resume:
LORRIE BECKCOM
**** ****** *** ****** ******, TX 78070
210-***-**** *********@*****.***
Summary of Qualifications
Manager and talented communicator with established record of success negotiating positive outcomes for highly regulated service-directed organizations.
Direct and develop project budgets, quality assurance programs, and business practices that continually realize business goals. Oversee operations integrating the full scope of service, training, expenditure, team performance, and resource utilization.
Coordinate accounts, collaborative team programs, and operational projects as a department decision-maker responsible for volume handling of customer service issues.
Accomplished compliance analyst, investigator, and auditor. Recognized authority on Medicare/Medicaid/Commercial insurance claims, denials, and appeals specific to revenue cycle management.
Establish and maintain expert negotiations, and problem resolution with internal teams and external stakeholders.
Recognized for attaining high standards of professional conduct and work quality as a role model and coach with demonstrated team leadership and staff development talents.
Professional History
Endeavor Healthcare November 2013 – June 2014
New Braunfels, TX
Director, Revenue Cycle Services
Responsible for the management of billing, collections, and payment posting for rural access acute care hospital facility, multiple clinics, and imaging centers.
Lead staff to record collections and reduced AR in first six months of employment.
Implemented reporting and analytics to maintain an excellent level of quality and performance and provide regular feedback to client.
Maintain assignments, QA audits, daily/weekly/monthly reporting, HIPAA and all other compliance training to staff.
Worked directly with COO and CFO of hospital facility to ensure high level of productivity and increased quality amongst staff.
Presented month end report package to executives and client and utilizing data to drive daily priorities based on specific carriers, aging buckets, or dollar amount to drive maximum cash results.
The SCOOTER Store, Inc. July 2002 – October 2013
New Braunfels, TX
Senior Manager, Billing, Collections & Appeals
Established and create precision team performance tracking, training, auditing, compliance, and reporting metrics to ensure top productivity and individual accountability from all team members.
Hire, train, motivate, and coach team members tasked with collections and objectives that include an increase in payment rates, and a reduction in insurance denials.
Responsible for the accuracy, resolution, and assignment of $120M in Accounts Receivable per year.
The SCOOTER Store, Inc. July 2002 – October 2013 (continued)
Directed the Collections team to record collections for multiple quarters. Continued the trend with consecutive records exceeding $60M per quarter.
Perform trending analysis and implement process improvement strategies to reduce revenue loss.
Design cross-functional communications platforms to improve feedback mechanisms and reduce denial rates.
Credited with developing benchmarks, reporting mechanisms, and implementing reasonable goal expectations.
Seamlessly navigate team members through shifting priorities, deadlines, and workload issues.
Design comprehensive training programs in direct response to work group strengths and weaknesses.
Encourage employee personal development through mentoring, using one-on-one coaching and individual growth plans.
Designed and implemented daily claims quotas, and streamlined the flow of documentation for faster processing.
Serve as a Medicare and Private Insurance subject matter expert to 10 departments including auditing, collections, and billing.
Recognized for exemplary product knowledge.
Author new training programs using and identifying measurable trends to address ongoing changes.
Accomplished a superb employee retention rate, with little or no turnover in the department.
Created robust reporting for all functions of Rehab BCA, and currently working with Reporting Analysts to expand the existing reporting and implement more detailed feedback reports
Appleseeds for Literacy Foundation March 2001 – July 2002
San Antonio, TX
Marketing Manager
Education
San Antonio College
Virginia Wesleyan College
BA in Liberal Arts Management with a minor in Business 1999
Computer Skills
Microsoft Office Applications 2007/2010
Excel, Word, Outlook, Project, Power Point, Visio
Fastrack, Centriq, and APS billing software
Emdeon, Zirmed, and Greenway Clearinghouses
PeopleSoft, Kronos, PayCom
Community
Next+Gen Pre-school Coordinator, Community Bible Church
Volunteer and Parent Delegate, People To People International
Volunteer and Fundraiser Coordinator, SAMMinistries
Member, San Antonio Soaring Society, Inc.
Contact this candidate