Customer Service Manager

NATALIE LEWIS

*** ******* ***** ************, ** 60108

(C) 708-***-**** *******@***.***

CAREER SUMMARY

Results-oriented professional with 15 years of solid revenue cycle experience. Knowledgeable in all facets of supervision, development and motivation of staff working in accounts receivable, billing, collections, reconciliations, preparation of journal entries, lockbox activities, account analysis and cash receipts management. Professional knowledge in implementing efficient workflows with excellent team-building capabilities. Efficient with an eye to detail and a strong willingness to contribute. Demonstrated excellent interpersonal, communication and problem-solving skills.

Proficient in Microsoft Office Suite 2010, Lotus 1-2-3, Multi-Mate, Paradox 5 Database, Uniplex Plus, Custom designed Accounting Systems and Billing Software, AS/400 Fixed Assets Control System, Macola Accounting Systems, Kronos & E-Time Payroll System, Meditech 6.5, Advantx, NextGen, Medipac, EPIC, McKesson Star, Practice Point Plus, Nebo Systems, Health wares Systems, Lawson, People soft, Unisys B20, Compaq, IBM CRT, Windows NT, Windows XP, FISS, Med Assets, Invision, SSI, Soarian and Performance Manager 4 Success Factors, Revenue Compass Reporting Ontario Artiva Systems, Algeria system.

PROFESSIONAL EXPERIENCE

Advocate Health Care Share Revenue Cycle, Oak Brook, IL 2013 – Present

Manager Specialty/Liability Collections

Advocate Health Care features Chicago area that includes eight hospitals, healthcare facilities and clinics, graduate medical education, allied health programs, and health and fitness resources.

Provides direction, management and collaboration for a Shared Revenue Cycle Organization (SRCO) department or functional area in alignment with the overall mission of Advocate Health Care.

Assists with development and then implements and provides ongoing oversight of standards, systems, policies, procedures, and operational performance initiatives

Provides key insights and recommendations to the SRCO leadership team and contributes to collaboration, integration, and performance improvement activities with revenue cycle and clinical operations managers to achieve strategic, financial, and operational performance goals

Manages the activities of all staff engaged in the collections of accounts by third party specialty payers, liability and self-pay patient accounts

Handles decisions on legal matters in coordination with outside collection agencies, attorneys, Advocate Legal Department and third party vendors. Monitors external vendor reports and notifies them of any patient complaints or issues.

Coordinates activities of outside agencies as it relates to the recovery (collection) of monies for accounts transferred as third party liability vendors

Makes final determination of accounts requiring litigation and other legal actions. Makes decisions when to pursue liens in cases of liability vs. third party payers and approves requests for hospital witnesses by outside attorneys in litigation cases

Directs staff on issues related to specialty payment agreements, research and other payment regulations. Responsible for maximizing third party reimbursement, reducing active accounts receivable days and minimizing bad debt

Functions as a liaison between special third party payers, liability and self-pay area of responsibility and internal/external SRCO operations and finance representatives

Directs and coordinates with external agencies those activities related to the collection of patient accounts

Works closely with billing managers to review billing processes and standards to ensure prompt and accurate payment of claims

Embraces an organizational culture that values patient satisfaction, physician satisfaction and associate engagement, and serves as a champion for change and continuous learning that reflects the overall goals of the system

Provides measurable positive performance across SRCO operations in service to Advocate hospitals, patients, physicians and associates

PRESENCE HEALTH, Bolingbrook, IL 2011 – 2013

Presence Health is a Catholic health system that includes twelve hospitals, 16 long-term care and senior residential facilities, 28 clinics, and five home health agencies.

Supervisor Cash Application and Credit Balance

Responsible for supervising payment posting and credit balance processes to ensure that all accounts are posted daily and accurately from third party insurers and patients in accordance with the CBO’s policies and procedures. Traveled from site to site twice a week to supervise other facility employees.

CAPE FEAR VALLEY MEDICAL CENTER, Fayetteville, NC 2008 – 2010

An acute-care hospital offering quality care in open-heart surgery, home health and hospice, cancer treatment, maternity services, emergency medicine, pediatric intensive care, wellness programs and more. A member of Cape Fear Valley Health System.

Charge Description Master Analyst

Responsible to oversee the maintenance and accuracy of all Health System Charge Description Masters.

NOVAMED INC, Des Plaines, IL 2005 – 2008

Multi-specialty Ambulatory Surgery Centers (ASC).

Medical Billing Manager

Responsible for Managing multi-location, multi-specialty ASC and coordinating aspects of the revenue cycle including training, internal auditing, billing, claims production, collections, productivity, performance reporting and new practice transitions.

DIGITAL INNOVATIONS LLC, Chicago, IL 2004 – 2005

Retails consumer electronics products and digital media.

Accounts Receivable Analyst

Responsible for processing accounts receivable, cash reconciliations and collections, problem resolution and research as needed, maintained cash applications, charge backs, researched and resolved discrepancies and contacting customers.

EVANSTON NORTHWESTERN HEALTHCARE, Evanston, IL 2001 – 2003

An integrated healthcare delivery organization with three hospitals, a medical group, home health service and research institution.

Supervisor, Cash Research Services

Responsible for the day-to-day operations of the Cash Research Department, including the overall balancing function, transfers of cash in and out of the department and completion of all general ledger journal entries

OUTPUT TECHNOLOGY SOLUTIONS, Mount Prospect, IL 1999 – 2001

Leading provider of paper and electronic statements.

Supervisor, Billing/Accounts Receivable

Responsible for supervising and developed a staff of four billing associates. Reduced accounts receivables days outstanding from 85 to 45 within seven months by implementing billing, collections and cash applications procedures.

EDUCATION

Bachelor of Science in Business Administration, DeVry University, Addison, IL

Concentration Business Information Systems

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