Customer Service Management

EBONY M. HOLMAN

***** ************ **.

Houston, Texas 77084

CELL: 832-***-****

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

SUMMARY: Enthusiastic, self-motivated, and resourceful professional with over eight

years’ experience in accounts receivable, and collections in the Commercial and

Consumer Credit industry and a 6 months as a Clinical Appeals Analyst. Unique

combination of analytical and interpersonal expertise allows me to successfully interact on

all professional levels.

ACHIVEMENTS:

• Recognized as top collector of the month by Chase Bank month over month

• Promoted to Platinum Plus Collector on charge off accounts for Chase Bank

• Team leader which included cross talks, diffusing hostile situations with customers, assist

in verifying checking information and confirmation of payment between customers and

agents.

• Trained on Fair Debt Collection Practices Act and State Laws

• Trained on Inpatient and Outpatient claims,Rev Codes and CPT code types

• Fully Knowledgeable and trained on how to resolve denial issues from no authorization,

timely filing issues and incorrect coding.

WORK EXPERIENCE:

CLINICAL APPEALS ANAYLST: Parallon

Business Solutions – January 2014- Current

• Appeal Denied Medicare Claims

• Identify incorrect CPT Codes, Rev Codes and verify Authorizations

• Communicate directly with insurance companies ex. Cigna Healthspring, Amerigroup and

Select Care Texan Plus

• Prepare and mail appeals and proof of timely filing via fax or certified mail

• Anaylis UB04’s and EOB’s to determine claim type and unpaid charges.

• Skilled on OnBase, Artiva, Document Direct and Midas

• Knowledgeable on Meditech

COLLECTION SPECIALIST: United Recovery Services, Houston, TX – October 2009-

November 2013

• Researched and collect all past due commercial and consumer accounts and maintaining

a file of 150 to 200 accounts

• Verified customer complaints and proper account balances

• Assist customers in re-payment plans or settled accounts

• Completed cross-talks and or talk-offs

• Verified funds on large payments thru customers Lender from $5000 to $70,000

payments.

• Verified customer Assets using various systems.

• Identify and forward settlement letters to customers via email or fax

• Maintain customer contact

COLLECTIONS SUPERVISOR: Redline Recovery Services, Houston, TX,

January 2004- September 2009

• Researched and collect all past due consumer and commercial accounts and maintain a

file of 200 to 300 accounts

• Verified customer complaints and proper account balances

• Assist customers in re-payment plans or settled accounts

• Completed cross-talks and or talk-offs

• Answer incoming calls as well make outgoing calls. Handling multiple calls at a time

• Verified customer Assets using various systems.

• Identify and forward settlement letters to customers via email or fax

• Maintain professional customer service skills on all calls.

• Conduct monthly reviews to enhance employee performance

• Organized conference calls between department management and clients

• Provided weekly spreadsheets with day to day production numbers, gross money

collected as a team and department

COMPUTER SKILLS

Skilled on Windows 8 (Excel, PowerPoint, and Outlook)

EDUCATION

2012-Current –LoneStar College (Associates in Business)

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