Customer Service Manager

Deborah C. Small

**** *. **** *****, *******, IL 60652 773-***-****

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

CAREER SUMMARY:

Solid experience in medical billing, administration and staff management, patient relations, operations and documentation. Strong support of the EPIC Healthcare Application including implementations, analysis, and researching issues for clients and staff. Transferable skills include documentation review, creating & documenting office procedures, implementing work flows, and leadership ability.

EDUCATION:

UNIVERSITY OF ST. FRANCIS, Joliet, IL

Bachelor of Arts Degree graduated Cum Laude

CERTIFICATION:

EPIC SYSTEMS, Madison, WI

Resolute Professional Billing Administrator certified through Version 2014

EMPLOYMENT SUMMARY:

NORTHWEST COMMUNITY HEALTHCARE, Arlington Heights, IL 12/2014-4/2015

Billing Reimbursement Manager/ Financial Analyst

Prepared for full organization EPIC application implementation

Worked with outside billing Vendor on operational processes

Researched and documented Key Performance Indicators

SPI HEALTHCARE, Tinley Park, IL 7/2007-9/2013

Lead EPIC Analyst

Daily support of clients’ EPIC billing operations

Supported SPI staff in multiple areas including issue resolution & process development regarding their specific clients

Communicated and coordinated resolutions to user issues by analyzing, designing, and building new collections of records needing staff attention

Supported clients regarding claim creation issues by identifying misaligned claims, incorrect info, missing information, edits, etc and the need for additional documentation

Coordinated meetings with clients on a weekly basis for issue discussions

WOLCOTT, WOOD & TAYLOR, Chicago, IL 10/2002-7/2007

Application Analyst

§Supported EPIC Resolute Professional Billing for the UIC Physician Group billing operation

Responsibilities included master file maintenance; including the build and update of payers, providers, departments, fee schedules

§Responsible for building new users into EPIC and assigning proper security

§Project manager for the implementation of the use of specific claim clearinghouse

§Communicated with UIC physicians and their staff regarding billing issues, department creations, etc.

§Worked with various internal departments on issues and improvements

KRAFF EYE INSTITUTE, Chicago, IL 5/2000-5/2002

Office and Billing Manager

Managed staff of 12 at 2 offices and the daily operation of the Practice Management system

Responsible for schedules of 6 providers; patient schedules and physician surgery schedules-coordinated patients and facilities, necessary documentation and insurance notification.

§Project Manager for successful conversion to a new Practice Management System

Monitored issues with various office tools provided

DAVID J. PALMER, M.D., S.C., Chicago, IL 9/1999-5/2000

OPHTHALMOLOGY

Office Manager

§Responsible for daily and ongoing office operations, Coordinated Surgery scheduling for 3 facilities, and Maintained schedules for 2 providers

§Managed project to archive old files

Deborah C. Small

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ST. FRANCIS HEALTH NETWORK, Oak Forest, IL 5/1998-9/1999

Claims/Customer Service Supervisor

§Supervised a staff of 8

§Responsible for managing the claims payment process and resolution of customer service issues

THE EYE SPECIALISTS CENTER, S.C., Oak Lawn, IL 5/1995-5/1998

Insurance Coordinator

§Billing responsibilities and Creation and maintaining schedules for 4 providers

§Coordinated the implementation of new Practice Management Software; researched companies, made recommendations, hired ancillary companies as needed, managed manual data entry from old system into new system

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