Customer Service Management
Resume:
Summary
Current Epic Certifications
Over * years of extensive implementation and upgrade software experience with 4 years in Resolute PB.
Substantial experience with SBO, Data Courier, Charge Router, Charge Review workqueues, Claim Edit workqueues, Follow up workqueues and Self-Pay workqueues
Expert at workflow analysis and design
Epic Resolute PB (2015 NVT)
Epic Resolute PB Claims Proficiency (2015 NVT)
Epic Data Courier (2015 NVT)
Experience
North Memorial Hospital Minneapolis, MN May 2014 Present
Application Coordinator – Epic Resolute Professional Billing (SBO)/Claims/Data Courier
Perform in-depth analyses of workflows, data collection, report details, and other technical issues associated with the use of Epic software
Served as the lead on numerous projects including the 2014 Epic upgrade
Establish change controls procedures for the system
System maintenance, optimization and enhancements
Understand choices in application specifications and investigate the preferred choices of users
Analyze Data in existing and new releases
Develop and document internal procedures
Collect information regarding potential system enhancement needs
Customer Management (Troubleshooting, Prioritizing, Implementing and Coordinating System changes)
Work closely with the billing office team to ensure that all requests are met and the system is built to its highest efficiency
Park Nicollet Health Services Minneapolis, MN
Application Coordinator – Epic Resolute Professional Billing (SBO)
Jun 2012 May 2014
Perform in-depth analyses of workflows, data collection, report details, and other technical issues associated with the use of Epic software
Served as the lead on a project merging two billing offices together
Go-to person for Data Courier during change control windows
Establish change controls procedures for the system
Complete build and testing for the collection process to be outsourced
Revamped all of the Account workqueues to be run through rules that were placed in a programming point, making them work more efficiently with the billing office workflow
Set standards for naming and numbering conventions as well as security classification
System maintenance, optimization and enhancements
Understand choices in application specifications and investigate the preferred choices of users
Analyze Data in existing and new releases
Develop and document internal procedures
Collect information regarding potential system enhancement needs
Customer Management (Troubleshooting, Prioritizing, Implementing and Coordinating System updates)
Work closely with the billing office team to ensure that all requests are met and the system is built to its highest efficiency
CentraCare Health St. Cloud, MN
Application Coordinator/Trainer – Epic Resolute Professional Billing
Apr 2011 Jun 2012
Perform in-depth analyses of workflows, data collection, report details, and other technical issues associated with the use of Epic software
Implementation of Epic for clinics that had their own service area within CentraCare’s Epic system
Created a better workflow process for Retro workqueues working closely with the users to find out their process and how they would like the system to function for their needs
Created automatic and manual processes and worked closely with the registration teams to understand their insurance process
Develop MST environment for training
Collect information regarding potential system enhancement needs
Customer Management (Troubleshooting, Prioritizing, Implementing and Coordinating System updates)
Professional Economics Bureau (XLDent Software) Loretto, MN
Lead Implementation Specialist/Trainer
Oct 2007 Apr 2011
Implementation of new software at over 300 clinics
Perform conversions from the customer’s old software to the new software
Research and resolve customer service issues
Provide account management for existing customers
Provide training for customers both onsite and classroom
Assist with set up of the hardware and software
Sales support
Ancillary Care Management Eden Prairie, MN
A/R Specialist III
Nov 2006 Oct 2007
Responsible for third party re-billing and accuracy of claim
Responsible for follow up and processed appeals for any claim which was incorrectly denied
Respond to telephone inquiries regarding claim status
Reconcile patient account discrepancies
Work with ICD-9, CPT and HCPCS codes
Serve as secondary payer for Medicare claims; skilled in reading Medicare EOB’s with thorough understanding of decision codes
Train all new employees and team members on new processes
Work closely with the manager and supervisor on special projects, preparing documentation, finding new strategies for the department
Allina Health Minneapolis, MN
Billing Specialist/Health Unit Coordinator/Patient Registration
Jan 2004 Nov 2006
Review daily surgery records for correct coding/billing; interacted with nursing staff regarding discrepancies
Track implant inventory from hospital receipt through patient implantation
Edited procedure cards in system
Responsible for staff training on Epic software
Responsible for maintaining complete patient charts and input of updated physician orders
Responded to incoming unit phones
Daily computer input of patient demographics
Validated patient insurance information
Responsible for telephone calls coming through master switchboard
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Amerisource Bergan Minneapolis, MN
Accounts Receivable Representative
Jul 2000 Jan 2003
Responsible for processing of daily receivables; posted checks, ACH payments and money wires
Reconciled bank balances on a daily basis; handled month-end account reconciliation
Initiated customer contact regarding past due accounts and collections; set up payment plans and made changes to credit limits
Provided customer service on internal and external basis to resolve billing issues
responsible for employee training on receivables process after merging with new company and wrote manual covering daily work flow for A/R department
Established credit criteria for new accounts, which significantly reduced bad debt (assisted in reducing A/R aging down to 1-30 days)
Education
Colorado Technical University Colorado Springs, CO
Bachelor of Science – Business Management
With an emphasis on Healthcare Management
2010
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