Customer Service Manager
Resume:
Stephanie Maloney
*** ** ***, *********, ** *****
************@*****.***
PROFESSIONAL PROFILE
Resolute Professional Billing Certification 2014
Benefits Engine Certification
Go-Live Support
Build Experience in Collections, Reimbursement Contracts, all PB workqueues and Rule Build
Application Data Courier Lead
Application Reporting & Dashboard Lead
Application End User Training Lead
Application Testing Lead
Application MyChart Lead
PROFESSIONAL EXPERIENCE
Baptist Memorial Health Care Corporation, Memphis, TN
Resolute Professional Billing Analyst
October 2012 – Current
Achievements:
Built MyChart Billing functionality now used by over 30,000 patients
Support over 300 physician practices and more than 1000 physicians in three states
Designed, developed and communicated efficient and effective workflows to move practices from Legacy Systems to Epic.
Successfully tested over 45,000 charges with our Ambulatory, Beaker and Radiant teams.
Developed a standardized Month End Close process with the CFO of all PB Service Areas
Successfully implemented client billing in our clinics and occupational medical departments.
Responsibilities:
Go-Live Support for Epic 2012- Supported 4 rounds or professional billing service area go-live.
Preparing for 2014 upgrade
Building 2014 upgrade items
Go-Live Support for 2014 upgrade on Aug 8, 2015
End User Support & Training both 2012 and 2014
Daily System Maintenance
Daily Data Courier
Daily Report Building
Report and Dashboard Analysis to identify areas of opportunity.
Work with other teams on MyChart
Resolve charge issues with our providers
Build and Maintain the General Ledger for 4 professional billing foundations
Prepare cube reports for upper management
Enhance workqueues by building new rules
Responsible for the collections process for all PB Service Areas
Responsible for all Extracts
Designed SmartText Statements
Build and maintain the PB owned items in the SER record
EAP workgroup member
Stars workgroup member
Baptist Medical Group, Memphis TN
AllScripts Trainer and Systems Analyst
January 2012 – October 2012
Achievements:
Developed Standardized Training Material
Developed a front office workflow that increased our copay collections by 28%
Standardized the month end process and documented workflows.
Responsibilities:
System Maintenance
Trained End Users
Studied Workflows
Standardized workflows to improve practice performance
Baptist Medical Group, Memphis, TN
Manager- Insurance Follow Up and Customer Service
August 2011 – January 2012
Achievements:
Decreased denials by 30%
Developed a Matrix for working insurance follow up
Developed a system to measure productivity for customer service and insurance follow up users using AMA guidelines.
Responsibilities:
Evaluated Team Productivity
Ensured patients financial needs were taken care of in a professional and responsible manner.
Trained and hired new staff
Baptist Medical Group, Memphis TN
Commercial Insurance Follow Up
July 2010 – August 2011
Achievements:
Worked highest number of claims per day.
Exceeded all monthly and weekly goals
Responsibilities:
Reviewed Claims and determining why they were not paid.
Called insurance companies to discuss denials
Appealed Claim denials
Cross trained in charge entry and payment posting
Provided support to Customer Service Staff on difficult accounts
OTHER EXPERIENCE
January 2007-June 2010- Self Employed Business Owner- Manufactured High End Millwork and Cabinetry
January 2003- January 2007- Delta Sewing Furniture- Importing Company- Manager
July 2001- January 2003- Sunbelt Finance- Accounts Receivable Manager of a 4.5 million dollar portfolio
June 1995- June 2001- Delta Wood Products- various roles- Final role was as Operations Manager when facility closed.
EDUCATION
University of Arkansas, Fayetteville, AR
BSBA Accounting
1995
University of Arkansas, Fayetteville, AR
Enrolled in Operations Management Master’s Program
Currently Enrolled
SKILLS & INTERESTS
Proficient in use of all Office Products: Word, Excel, Outlook, PowerPoint and Visio
Practice Management Programs used: AllScripts, GPMS, Epic
Experience working with imports from Lawson and exports to Lawson
Worked with Passport on designing and testing statements in 2012 and 2014
Enjoy traveling, reading and learning new things.
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