Customer Service Manager

Cathleen Ann O’Brien (Lepoff)

Irvine, CA ***** Cell: 949-***-****

**********@*****.*** linkedin.com/pub/cathy-o-brien-lepoff/b9/699/81a

A strong and experienced Account Manager who is able to handle various specialties. Excellent

customer service skills with ability to multi-task. Proficient in building a strong team to meet

performance goals.

SKILLS:

• Strong verbal and personal communication skills.

• Decision making, critical thinking.

• Detail oriented quality focused professional.

• Successful track record handling complicated assignments.

• MS Office (Word, Excel, PowerPoint, Outlook).

• Knowledge of professional fee billing, reimbursement and third party payer regulation and

medical terminology

• Strong problem-solving skills and ability to make timely decisions.

• Deep knowledge of customer service principles and practices.

• NextGen, MD system, and Kareo Medical Billing Software.

EXPERIENCE:

Kareo, Account Manager I July 2013 to present

• Account Manager for 12 client accounts of various medical specialties with total revenue of

$400k. These specialties include ophthalmology, radiology, physical therapy, cardiology, and

urgent care.

• Coordination and management of outsourced teams in order to optimize billing processes for

ensuring maximum profitability for the practices.

• This includes all aspects relevant to total revenue cycle management in the medical billing

process and collections.

• Analyzed the A/R to troubleshoot any trends.

• Resolve escalated issues from customers to promote customer retention.

• Meet and maintain monthly goals.

Oat P. Sinchai, M.D., Ophthalmic Biller September 2011 – January 2013

• Proofread Doctor’s notes and coded procedures and diagnoses (CPT and ICD9)

• Developed business processes for higher collection rates

• Analyzed Accounts Receivable Aging Reports and prioritize accounts

Harvard Eye Associates, Ophthalmic Biller February 2006 – August 2011

• Maintained the A/R at less than 5 percent in the 120 + category.

• Processed claims for both office and surgical facility

• Handled customer service calls regarding statements or insurance questions.

• Oversaw the pre-certification for all blepharoplasty and Botox treatment

• Audited account receivable to reduce delinquent accounts and conducted appeals for denials

Cathleen Ann O’Brien (Lepoff)

Irvine, CA 92603 Cell: 949-***-****

**********@*****.*** linkedin.com/pub/cathy-o-brien-lepoff/b9/699/81a

EDUCATION:

Rio Hondo College, Whittier CA

Registered Dental Assistant

ADDITIONAL TRAINING:

• Customer Service Training

• SalesForce Training

• EHR Training

Contact this candidate