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Customer Service Manager

Location:
Round Rock, TX
Salary:
50,000 year
Posted:
August 06, 2016

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Resume:

**** ********* ******, ***** **** TX *****

PHONE 512-***-****

LAURA GOTAY

EXPERIENCE:

National Billing Partners- Medical billing specialist in charge of large Orthopedic pediatric practice and collaborating with team members on customer service for other practices. All aspects of collections, from coding to follow up. Reconciling and reporting with emphasis on quality improvements. Incoming and outgoing calls daily from and to patients and insurance companies. 2015-Currently.

Advanced Pain Care- Accounts receivable specialist in charge of maximizing collections, insurance appeals, all areas of billing with a specialty in Medicare and Medicare replacement claims. 2013-2015.

National Billing Partners- Medical billing specialist for orthopedic, cardiology and pediatric practices. All aspects of collections from coding to follow up. Large volume of calls requiring bilingual customer service. Reconciling and reporting with emphasis on quality improvements. 2011-2013

Self-Employed - Personal Assistant and Nanny.

Marketing, scheduling, bookkeeping. Skilled in sign language, CPR and first Aid. Experienced with children with autism and developmental delays. 2010-1011

Sears Holdings Corporation- Senior Customer Advocate at national call center in Round Rock, TX. Work directly with customers at an escalated complaint line to resolve service issues and promote customer satisfaction. Answer a wide variety of questions from the simple to the very complex and communicate with a wide variety of internal business partners to accomplish goals. Create case files documenting complaint from start to resolution. 2009-2010

Claim Care- Medical Billing Specialist, account manager in charge of receivables, customer service and insurance follow-up and collections of large orthopedic account. Facilitate and coordinate communication between patients and practice, insurance companies and practice and practice and billing office. 2008- 2009

The Pain Relief Surgicenter/Central Texas Pain Institute, P.A.- Billing Manager, responsible for implementing billing and collections policies for ambulatory surgical center. End of the month balancing and reporting, contract negotiations with insurance companies, payment plans, professional and facility coding and posting, training billing staff, and overseeing front desk, scheduling and pre-certification activities. 2005-2008

Centene Corporation (Cenpatico Behavioral Health)- Care Coordinator, responsible for follow up of high risk mental health cases after hospitalization. Referrals, member education, authorizations, provider relations, customer service and quality improvement. 2003-2005

Fempartners of Central TX, Inc.- Medical Insurance Specialist at central billing office for several OBGYN practices. 2001-2003

Southwest Chiropractic- Office Manager, responsible for all aspects of day to day management with an emphasis on insurance billing and collections. 1999-2001 also 1993-1997

Automated Medical Services (AMS)- Medical Billing Specialist, account manager responsible for insurance billing, follow up, customer service and data entry. 1997-1999

Hall Chiropractic- started as entry level assistant and was promoted in less than two years to Senior Office Manager responsible for training the accounts receivable staff at multiple locations. 1990-1993

SPECIAL SKILLS:

Bilingual (Read, write and speak English and Spanish)

Excellent attention to detail and organizational skills.

Proactive problem solving and leadership skills.

Knowledge of numerous medical management software.

CPT codes, ICD-9, ICD-10 codes, NCCI, HIPAA, TexMed Connect.

Knowledge of PPO’s, HMO’s, Workers Comp, Medicare, Medicaid, Personal Injury and commercial insurance filing.

CONTRIBUTIONS:

Provider reference guide- Advanced Pain Care.

Elected employee of the year at Central TX Pain Institute. [2006]

Headed the Butterfly Project, a reference and cross-training tool at Cenpatico’s National Service Center.

Trained front desk staff in insurance procedures at several FemPartner’s practices in Austin and San Antonio.

Wrote Office Procedures Manual at Southwest Chiropractic.

Produced TV commercial at Southwest Chiropractic.

Computerized the billing system at Southwest Chiropractic.

Wrote Major Medical Insurance Guide at Hall Chiropractic.

e-mail me at: **********@*****.*** (* recently married and changed last name to Gotay, all previous employers know me by my previous last name as Laura Knowlton)



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