Manager Customer Service

Steven P Johnson

*** ******** ***** *****, ******* Beach, FL

32124

Cell: 603-***-****

Email: ******@*****.***

Executive Profile

** ***** ** *******-********** experience with documented success in management, business and financial analysis

Demonstrated record of high performance standards, including attention to deadlines, budgets and quality work

Excellent communication, interpersonal and organizational skills

Assertive, self-motivated, goal-oriented, organized and efficient

Skill Highlights

●Business Development:

●Established and managed partner relationships with sales and brokers on a daily basis.

●Developed new collections policies that reduced over 60 day AR by 15%

●Staff Development:

●Launched well-received program of professional development courses for all staff.

●Mentored and coached employees resulting in a 12% increase in productivity.

Professional Experience

Business Office Manager

6/16/2014 to Present

San Tan Allergy & Asthma – Gilbert, AZ

Managed all revenue areas of the practice.

Negotiated contracts with payers to increase reimbursement from current levels.

Managed office staff and created policy and procedures, preformed annual performance reviews.

Reduced costs by reviewing all vendor contracts.

Reduced self pay AR by working with staff and patients to address outstanding balances.

Set up new collections process to keep more accounts in house for active collections.

Business Office Manager

November 2011 to October 2013

Iasis Healthcare – Mesa, AZ

Managed a Hospital Business Office staff of 22 associates, performing billing, collections, and AR reduction.

Top 3% of Hospitals in Iasis Healthcare in cash collections. # 1 several months.

Reduced AR in first 3 months by 550K and brought in line with company goal.

Worked with management to improve level of customer service experience.

Worked on collections of self pay accounts to include flat rates for services.

Worked closely with contracting to identify issues that impact cash collection and denials.

Manager, Enrollment, Billing, and Collections

September 2007 to September 2011

WellPoint, Inc – Manchester, NH

●Managed a staff of 46 covering the responsibilities of Enrollment, Billing, and Collections.

●Increased revenue goals by enhanced process of AR collection.

●Implemented Image and Work Flow project in 2007 reducing need for processing membership applications by paper.

●Managed Monthly AR Collection of 195 million dollars.

●Achieved Regional AR reduction over 90 days from 10% to 2% in 90 days, and remains under corporate goals of less than 2%.

Regional Director

March 2002 to May 2007

AIM Healthcare Services – Franklin, TN

Managed annual budget of 50 million dollar in insurance overpayment recoveries, by identifying, adjudicating and collection on accounts. Created reports to hospitals on what overpayment trends we were seeing and advised action plan to reduce.

Promoted all lines of business to customers with full understanding of these products and the effects on their organization. Managed relationships with senior level contacts.

Managed staff of 46 Regional Account Managers, and 3 Assistant Regional Directors, including performance reviews, company policies.

Budget Analyst

3/2001 to 3/2002

Crotched Mountain Rehabilitation – Greenfield, NH

● Analyzed current and past budgets

● Submitted recommendations for budget allocations, was responsible for all follow up for all outstanding balances. Collected from State Agencies and Commercial Insurance Companies.

● Analyzed accounting records, determined financial resources required to implement residential, school, and Brain Injury programs

● Recommended approval or disapproval of requests for funds up to 400K

● Allocated funds according to spending priorities in governmental service agency

Regional Account Manager

December 1999 to March 2001

AIM Healthcare Services – Franklin, TN

● Conducted audits on accounts that were in credit balance

● Presented findings to hospital contacts for their approval

● Verified findings by using hospital's contracts

● Followed up on outstanding AR to get accounts paid in less than 30 days

● Trained new Regional Account Managers

● Consulted with Insurance Companies on any questions on recoveries

Education

Mount Wachusett Community College

Gardner, MA

Public Communication Coursework Completed

Keywords

Departmental Operations Management, Budget Analysis, Customer Relations, Interpersonal Skills, Service Quality Improvement,

Professional Affiliations

Make A Wish Foundation: Facilitated fund raising through local events for 25 years

Cheshire Health Federal Credit Union: President, Board of Directors for 20 years

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