Customer Service Management

MARTHA CURRY Cellular: 478-***-****

***********@***.***

June 18, 2015

Dear Human Resource Manager:

In response to your recent advertisement on careerbuilder.com please accept this letter and resume for the Practice Administrator position currently available with your organization. You may find my skills, experience and specialties to be key to meeting your needs.

As you can see from my resume, By combining hands on management experience with a broad-based knowledge of the health and managed care fields, I have delivered positive results in areas including office management, provider relations, customer service, accounts and claims management, billing and collections, human resources, administration and education and development. Through training and supervising, creating and implementing systems and procedures, and coordinating and managing diverse projects and responsibilities, I have enhanced operations, improved customer relations and met company objectives. I am an effective leader and team player with strong communication and interpersonal skills and analytical and problem solving capabilities.

One of my interest is helping physicians create a culture that supports patient satisfaction, and organizational effectiveness. I believe physicians should be satisfied with not only patient care, but the role they play in their practice organization, and their relationships with partners and staff through strategic planning assessments.

If you feel there is a mutual interest, I would welcome the opportunity to meet with you to learn more about your company, the requirements of the position, and how my qualifications would be a good fit. please do not hesitate to contact me by email, ***********@***.***.

I look forward to hearing from you soon.

Martha J. Curry

Martha J. Curry

Cellular: 478-***-****

***********@***.***

MARTHA CURRY Office: 478-***-****

Cellular: 706-***-****

Home: 478-***-****

***********@***.***

VALUE

STATEMENT: • EIGHTEEN YEARS OF HEALTHCARE-INDUSTRY EXPERIENCE - Extensive experience leading people, building teams, improving and expanding healthcare programs, and providing consultative services for healthcare systems. Expertise in negotiating and securing managed care contracts, increasing operating revenues, and enhancing service utilization.

AREA OF EXPERTISE: • Strategic and Operational Planning

• ICD-9-CM, HCPCS & CPT Coding

• Insurance Reimbursement/ Collections

• Amazing Charts • Decision-Making and Problem Solving

• Chart Auditing

• eClinicalWorks

• Medicare/Medicaid Reimbursement

• Medi-Soft

EDUCATION & TRAINING: COLORADO TECHNICAL UNIVERSITY, Colorado Springs, CO - Pending

Bachelor of Science in Business Administration - Concentration in Healthcare Management

CAREER PROGRESSION

LAKE OCONEE URGENT CARE, EATONTON, GEORGIA 2010-current

Practice Administrator

Responsible for managing the day-to-day operations of the center, while working collaboratively with the Physician and management to develop business objectives, monitor financial performance, and implement strategic direction. Responsible for all managed care negotiations, electronic billing and statements, and accounts receivable. Oversee payroll and scheduling, and writing procedures and protocols. Developed and managed operating budgets, ensuring HIPAA and FDA regulations compliance.

SIGNIFICANT ACHIEVEMENTS INCLUDED:

• Increased revenues three-fold and net income 167% through sound financial strategies, marketing, program development, and staff expansion.

• Grew current patient population - increasing patient population by 70%. Established benchmarks and incentives for new patient marketing.

• Established the "Mind Body" wellness program, drawing the resources of other health care professionals to address the holistic care needs of patients.

• Managed aged receivables to achieve 75% current receivables and a 7-day insurance reimbursement turnover. Established solid self pay pre-billing policies.

• Served as communications administrator. Initiated print and radio advertising; managed program and marketing development, newsletter and website communication, and patient literature.

• Developed strategic visions, business plans, and technology assessments for clients trying to acquire and/or implement healthcare IT solutions; negotiated contracts.

MIDDLE GEORGIA NEPHROLOGY ASSOCIATES, LLC; MACON, GEORGIA 2000-2010

Practice Administrator

Responsible for the day-to-day operations of the Medical Staff office as well as direct supervisor of employees - licensed practical nurses, medical assistants, receptionists, appointment schedulers, and coder/biller staff. Provided leadership, direction, and administrative support to all aspects of physician office/clinic activities to ensure accomplishment of its objective; regarding strategic planning, program development, continuous quality improvement and financial/budget reporting and monitoring.

• Determined staffing standards based on patient care needs, patient flow, medical acuity, procedures, staff skills and other clinic needs.

• Interviewed, selected, and hire new employees. Coordinated and trained all new employees. Maintained staff time and payroll records; evaluated staff performance, develop standards to ensure basic competencies for all staff.

• Established expectations and model behaviors that demonstrate service excellence to staff and focused on the patient as the primary customer; optimized staff roles and responsibilities to meet performance goals.

• Developed protocols to improve care for acute/urgent patient problems; Developed protocols and created standards for patient telephone calls to nurses and physicians; support and facilitated referral management process.

• Assumed operational and capital budget and administration; developed specific referral management database to track and monitor referral sources.

• Monitored budget and variance reports. Analyzed monthly reimbursement reports for trends and/or problems.

• Kept abreast of information regarding changes in insurance regulations. Investigated codes in which insurance companies disallowed payment. Corresponded with third-party payers and provided information as necessary to obtain payment or determined appropriate reimbursement level.

• Developed, implemented timely billing mechanisms controls to ensure appropriate billing and payment cycles in accordance with third party payor requirements. Established record in writing, and implemented appropriate billing policy procedures, for all billing activities including follow-up on third-party approvals and collection of overdue patient accounts.

• Managed actions relating to delinquent accounts, collection agencies, special adjustments, and/or write-offs.

• Prepared and maintained reports and summaries of credentialing activities such as accreditation, membership or facility privileges. Maintained physician files and profiles to ensure regulatory compliance

CHARTER BEHAVIORAL HEALTH SYSTEM, MACON, GEORGIA 1992-2000

Insurance/Collection & Training Manager

Assisted in planning, development, and management of policies regarding manual and electronic claims processing, invoice follow-up and cash management. Took necessary action to complete all types of complex insurance claim forms requiring coding. Served as main subject matter expert to billing staff and upper management. Directed a variety of complex operations related to billing and collections cycle. Managed, coached, and directed ten billing and collection team in attaining production, and collection goals. Supervised and coordinated department's daily activities associated with all outpatient coding processes within the revenue cycle.

• Managed ten billing/collection specialist staff to ensure that accurate submission of all claims and timely collections occurs in accordance with third party contract terms including - Medicare, managed care, commercial insurance, and direct patient pay.

• Worked aggressively with insurance carriers through customer service representatives, provider reps and Medical Directors, through both written and verbal communications.

• Interviewed, selected, supervised, evaluated, and trained all collection staff. Collaborated with Chief Financial Officer to develop and implement department policies and procedures.

• Prepared detailed analysis and reports of billing and accounts receivable activity and results, including performance matrix's, bad debt expense and AR days outstanding.

• Assessed, developed and implemented processes, procedures and controls necessary to assure maximization of cash collections through diligent and timely monitoring of all open accounts receivable balances.

• Consulted with business units to identify, designed, developed and administered specialized billing and collection's training process.

Accomplishments:

• Increased collections by $1,000,000.00 per year repeatedly

• Initiated HIPPA education program and ensured compliance

• Eliminated staff turnover by innovative screening procedure;

• Created and revised Employee Handbook

• Worked solely on settlement process of old AR creating very fruitful settlements for the practice.

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