Customer Service Quality

FRANCES T. ASAY

770-***-**** ***************@*****.***

WORKER'S COMPENSATION BILLING SPECIALIST PROVIDER BILL ANALYST Accomplished claims support professional with 14+ years of progressive leadership success in the insurance field. Background includes staff supervision and training, claims analysis, worker’s compensation billing, medical billing, serving as Subject Matter Expert (SME), and ensuring quality control. Respected leader who confidently takes initiative on special projects, exceeds quality standards, meets strict deadlines, and produces results. A n e xcellent team builder and player who generates training manuals and trains & mentors new & existing employees, focusing on quality assurance, consistent workflow, & surpassing production standards. Expert in state fee schedules and guidelines as well as analysis, reconsideration and calculation of payments across various states. Possesses accurate and advanced 10- key, alpha - numeric data entry. Able to work independently and perform well under pressure. CORE SKILLS

CPT Coding Analyzing Medical Bills Analyze Incident Reports Management Reporting Performance Evaluations Troubleshooting Issue Resolution Expediting Files Quality Customer Service Worker’s Compensation Billing Specialist Provider Bills Claims Support Training Claims Analysis

Medical Billing 10-Key Alpha/Numeric Data Entry Training & Mentoring Quality Assurance State Fee Schedules Subject Matter Expert (SME) KEY CAREER ACCOMPLISHMENTS

LEADERSHIP & MANAGEMENT

● Implemented training programs, resulting in PPO Savings of more than $100,000 for the department & company

● Prepared quality performance reviews on new & existing employees & addressed areas needing improvement

● Established new quality review spreadsheets, resulting in higher quality scores

● Received 4 awards for outstanding customer service, quality, and production

● Consistently increased production and quality standards within the department and the company. EMPLOYEE TRAINING

● Played key role in designing & establishing performance review spreadsheet, resulting in accurate quality scores

● Wrote training manuals & performed training for various operations within the department

● Trained new employees on Worker's Compensation guidelines

● Supervised a minimum of 20 employees

● Trained new & existing employees on updates to systems, guidelines & quality PROFESSIONAL EXPERIENCE

American International Group (AIG), A lpharetta, GA (2 003 – 2015) PROVIDER BILL ANALYST / TEAM LEAD

● Reviewed and analyzed worker's compensation bills for accuracy of billing, timeliness of payment, and appropriate PPO reductions

● Trained new and existing employees on new FS, CPT, and system guidelines

● Performed quality performance reviews on new and existing employees

● Assisted management with escalated issues

● Assisted cow orkers with any questions or issues that arise EDUCATION

Rockingham Community College, W entworth, NC

ASSOCIATE OF ARTS IN ACCOUNTING

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