Customer Service Manager
Resume:
Olga Sturgeon
********@*****.***
Skills Summary
• Excellent written and verbal communication skills.
• Broad knowledge of government managed care and most major insurances billing guidelines.
• Superior understanding of Microsoft Office package and Lotus Notes, Bright tree.
• Superb Customer Service skills.
Professional Experience
Senior Customer Service, Front Desk, Administrative/Billing Specialist – ProvidaCare Healthcare Austin, TX 5/16/11 – 8/27/12
• Documents referral request for coordination of care
• Investigates type and level of insurance coverage to assess patient eligibility for the program.
• Resolve reimbursement issues with accounts, sales force and management.
• Complete data entry in Bright tree to ensure accuracy of reporting and outcomes.
• Investigates data entry issues to correct data warehouse reports.
• Entered initial patient delivery ticket with appropriate billing information.
• Monitor computerized reports to avoid delays in customer billing information.
• Develop a tickler file and hold all claims pending authorization and or documentation.
• Analyzed and verified all dates of service and billed amounts.
• Verified all client data for completeness and accuracy prior to billing cycle.
• Respond to telephone calls from patients and referral sources.
• Ensured customer satisfaction is obtained by answering questions, resolving issues and using proper phone etiquette.
• Troubleshoot equipment problems and resolves service related issues
• Effectively communicated with patient and referral sources to ensure complete resolution of inquiry and documented in a concise and timely manner.
• Ensured all necessary paperwork and/or data entry is completed accurately to facilitate efficient delivery of the order placed. This would include information about equipment, ensuring supplies and services are consistent with product, and acknowledgement of delivery status.
• Complied with and adhered to all regulatory compliance areas, policies and procedures.
• Performed other related duties as directed by supervisor.
• Delivered and picked up equipment from homecare patients. Tagged, labeled and assembled equipment
• Set up equipment and instructed patients on the basic use of equipment. Generally responsible for the setup of highly technical equipment such as CPAP/BIPAP units. Assisted patients in solving problems regarding equipment use.
• Scheduled and organized daily deliveries and pick-ups for delivery staff according to geographic area and availability of delivery staff.
• Scheduled additional deliveries as patient and referral requests are received.
Patient Service Coordinator, Front desk administrative, Administrative/Billing Specialist – Apria Healthcare Austin, TX 1/2/11 – 5/11/11
• Documents referral request for coordination of care.
• Provides information on equipment supplies and services.
• May assist walk-in patients with the selection of equipment, supplies and services.
• Demonstrates professional etiquette and courtesy when interfacing with customers.
• Resolves patient/customer complaints by identifying problems and coordinating appropriate corrective action.
• Assesses patient needs and promotes company products and services.
• Complies with and adheres to all regulatory compliance areas, policies and procedures and "best practices".
• Performs other related duties as directed by supervisor
CSR, Office Lead Administrative/Billing Specialist – Praxair Healthcare Austin, TX 11/24/04 – 12/31/10
• Answer all incoming calls, begin intake process, qualify patient for all equipment/supplies, create work order and route for delivery.
• Informs the office staff of our goals for the month and keeping them up to date on how much we have to complete by the end of the month to reach our expected goals.
• Create and review open order, held revenue and billed revenue reports for management
• Run end of day reports and work to decrease held revenue by collaborating with billing center
• Responsible for managing daily cash reconciliation report, handle cash deposits, and balance the cash box at the end of every week and then send in the extra cash to our corporate office.
Certified Nurse Assistant – Summit of Westlake Austin, TX 2/21/03 -11/15/04; South Wood Care Center Austin, TX 10/2/01 – 2/20/03; Aransas Pass Nursing Home Aransas Pass, TX 5/25/00 – 8/13/01
• Helped perform activities of daily living for residents, including Alzheimer’s and total care residents.
• Assisted Charge Nurse with medications, charting, and patient evaluations
• Spoke with resident’s family members about residents’ state of mind, health, and overall well being.
Education
• 6/03 – 6/04 Allied Health Careers (MA Course) – Austin, TX
• 01/00 – 07/00 Certified Nurse Assistant Training – Aransas Pass, TX
• 8/94 – 6/98 James Bowie High School – Austin, TX
References
• Brandi Bakker, ProvidaCare RRT, 512-***-****
• Rick Rinche, Praxair Branch Manager, 512-***-****
• Joe Russian, Apria RRT, 512-***-****
• Yolanda Wallace, ProvidaCare Branch manager 773-***-****
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