Customer Service Manager

Cheri Stanaway * Wedgewood Forest Drive The Woodlands, TX 77381 Phone: 832-***-**** Email: *****.********@*****.*** Office and Medical Administration Manager Innovative, result-oriented Office Manager who specializes in raising the bar, creating strategy, and improving the quality and caliber of operations by building morale, promoting teamwork, assuming responsibility, and providing high level customer service. Exceptional leadership, interpersonal, organizational, communication, numerical aptitude and problem resolution skills coupled with prior office management experience and over thirteen years in Medical Billing/Coding make the available position an ideal opportunity for me to advance my career while proving to be an immediate asset to your company. WORK EXPERIENCE Shoulder, Elbow & Hand Therapy Specialist Office Manager May 2012 – Nov 2014 Operations/Office Manager who oversees the day to day operations of clinical office; including employee/client relations, billing, scheduling, accounting, payroll, financial forecasting and general reporting Maintain a high level of productivity and quality with focus on attaining business goals Complete financial responsibility for the business operations Proven track record of resolving claim issues and ability to maintain low AR days in a fast pace setting Create and modify documents using Microsoft Office (Excel, PowerPoint, Word) and perform general clerical duties, including but not limited to, filing, photocopying, faxing, and mailing requests with the building management office Maintain office equipment including the coordination of repairs and regular maintenance of copiers, printers, and other electronic equipment Coordinate and plan special company events, such as company activities/events, conferences, and standard business meetings Maintain supply of office materials and purchase supplies, as needed, while adhering to supply budget Reconcile corporate credit card statements to identify and accurately code expenses Continuously maintain company contacts, distribution lists, and company directories Assist with the processing of new hires and terminations including getting workspace and equipment set up Work closely with other administrative staff and provide back-up coverage for receptionist The Woodlands Specialized Therapy and Rehab Billing Specialist/Customer Service Rep. July 2010 - May 2012 Maintain high level of customer service for busy therapy clinic; which included taking inbound calls for new and existing patients, scheduling, correctly entered all patient demographic information, verified insurances and benefits, answering questions about patient statements Resolved patient issues professionally and with appropriate action and follow up; accepted credit card payments and made deferred payment arrangements as necessary; verified and updated insurance information accordingly; resubmitted claims as necessary Responsible for all billing and claim submittal for seven clinicians, including all follow up with and resubmittal of rejected or denied claims through Emdeon or correspondence MBS, Inc., Houston, TX Senior Medical Billing Specialist / Team Leader Apr 2002 – July 2010 Oversaw all aspects of daily operation of billing department for hospital-based Pathology Group at Houston Northwest Medical Center Responsible for electronic claim submission, correction and resubmission of rejected claims for all insurance carriers including, but not limited to PPO, HMO, Medicare, and Medicaid Managed all aspects of Medicare, encompassing both professional and technical components (with emphasis on professional component), for clients Completed Medicare remittance denials by appealing with all proper documentation in appropriate timefram