Customer Service Management

PAUL COX

Cell# 863-***-****

Email: **********@***.***

I am a Marine Corps veteran, a skilled instructor and project leader with

the experience required to adjust to rapidly changing schedules, frequently

shifting priorities, and high pressure settings with the ability to enter

new environments and produce clear cut results right from the start with my

diverse management and technical skills.

SKILLS SUMMARY

Business Process Statistical Analysis Medical Insurance

Improvement Techniques Billing

(BPI-Greenbelt) Computer Savvy ICD Coding

Project Management Customer Service HCPCS Coding

Report Preparation Scheduling Accounting/Bookkeeping

Written Correspondence Marketing & Sales Front-Office Operations

Professional

General Office Skills Presentations

COMPUTER SKILLS

. Microsoft Word . Microsoft Visio

. Microsoft Excel . Microsoft Outlook

. Microsoft PowerPoint . AS400 (Insurance Billing

. Microsoft Publisher Software)

. Microsoft Access . SAS JMP

Quick EMR & EZClaims S/W . EDI, EDIFast

. Emdeon, Avality, Trizetto

Web UI

.

SELECTED ACCOMPLISHMENTS

. In less than 6 months billed and recovered, with a 31% return rate on

billed claims, (compared to the PT industry average of 33%) $750,000.

. Weekly, significantly reduce held sales in individual centers by as much

as $40,000 thereby increasing profitability and lowering the DSO on the

AR. (This measured against my regions monthly revenues of more than 6

million dollars)

. Successfully reduced Dell Computers in transit losses across Europe the

Middle East and Africa (EMEA) by more than 75%. Implemented a specialized

security program by identifying specific targets utilizing six sigma and

business process improvement techniques.

PROFESSIONAL EXPERIENCE

Billing Manager, Leading Edge PT, Lakeland, Florida May 2014 -

Dec. 2014

. Guided the company through a twice failed EMR transition and transitioned

the company to an external billing service that better met their needs

overall lowering operating costs. Billed all outstanding and new re-

occurring claims with an average return of 31% netting approx $750,000.

Regional Trainer, Lincare, Florida (Statewide)

Aug. 2009 - Aug. 2013

. Responsible for training in more than 55 Lincare, Florida, Operating

Centers. This responsibility includes the training and supervision of

quality customer service representatives (CSR)

. Developed monthly training plans that included forecasts, budgets and

plans to reduce held sales

. Provided training so that all CSR's are in compliance with federal, state

and local regulations

. Imparted a working knowledge of the specific reimbursement guidelines and

those of all payors in the various respiratory markets

. Assisted in the management, investigation and processing of claims,

denials, redeterminations, collections, and pre and post payment audits

involving customers and payors

. Assisted in the management of medical collections and billing operations

and management of credit/collection strategies to maximize profits and

minimize loss

Business Development Manager, I-RMS Ireland/Africa Oct. 2006 -

Oct. 2009

. Launched, managed and grew a new Kenyan Company Startup to its ultimate

merger with the largest Security Company on the continent.

Education

Polk State (Pursuing Degree) 3.65 GPA (Invited to Honors' Society), HCPCS

and ICD9 coding training, Lincare customer service and HME, DME business

training, Project management techniques using MS Project, SAS JMP

Statistical analysis techniques, Business process improvement techniques,

Green/Black Belt, ISO Internal quality auditors' course

Complete Firefighting, first aid & breathing apparatus course, Non

Commissioned Officers school, Marine Security Guard school, Quantico VA

(FBI Academy & DOS), Marine Correspondence Courses: Terrorism

Counteraction, Military Functions in Civil Disturbances & Intel for AGTF

+many, many more

Personal

Former Secretary of (TAPA) Technology Asset Protection Association EMEA,

Member of (ASIS) American Society of Industrial Security. While in the

Marines I held a Top Secret Security Clearance and I achieved the rank of

Staff Sgt (E-6).

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