Customer Service Manager

Patricia A. Amos

***** ******* **., *******,*******, Phone: 281-***-****

************@*****.***, https://www.linkedin.com/in/patriciaamos

Professional Summary

Over 10 years of revenue cycle experience in healthcare and supervisory or team lead experience.

Supervisory decisions are guided by policies, procedures and business plans. Working knowledge of the following: self-pay collections, financial assistance, customer service protocol, early out and bad debt vendor processes. Using a stable employment tenure and effective communication, a consistent provider of a complaint-free environment as it relates to both debtors and clients.

Core Qualifications

Medicare, Medicaid & Managed Medicaid Payor Systems experience

Supervised unit employees in their daily actions (in office and at home work environments)

Decisions are guided by policies, procedures and business plans

Thorough working knowledge of HIPPA guidelines

Available to participate in overtime and weekends as needed

Conducted unit meetings for cross-training between staff and new policy procedures

Leveraged knowledge of vendor and technology systems for effective collection resolutions

Experience

Collections Supervisor - Transwold Systems, Inc., Houston, TX- June 2005 to January 2015

- Managed the workflow of collection activity.

- Established debt collection procedures and set weekly performance goals

- Proficient in revenue cycle functions to increase self-pay collections

- Conducted formal performance reviews and provide feedback to team members

- Developed unit team goals

- Conducted effective phone monitoring to provide instruction/training for collection resolutions

Collections Supervisor - Citi Cards, a division of Citigroup - Houston, Texas -April 1997 to January 2005

- Evaluate collections through phone monitoring, performance reviews, activity reports

- Recognizes and cited for leadership abilities.

- Recognition Awards: Presidents Club, 2002, Manager of the Quarter, 2002, 2004.

Production Collection Supervisor - Payco American - Houston, Texas - June 1988 to April 1997

- Exceeded recovery goals, participated in development and implementation of recovery goals

- Recognition Awards: Cited consistently for outstanding performance.

Claims / Financial Counselor - St. Joseph Medical Center-Houston, TX -May 1977 to May 1988

- Reviewed control measures for accuracy for medical claims.

- Documented accounts in a concise mannerindicating resolution or steps needed for resolution

Education

Business Administration, May1974 – May 1977

University of Houston - Central Campus

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