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Customer Service Insurance

Charlotte, North Carolina, United States
October 23, 2016

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Kim Gutman

Medical / Dental Office Professional

**** ********* **** *** *** 704-***-****

Charlotte, NC 28216

Professional Summary

Office professional with more than 15 years of experience in Customer Service, Office Management, Administration and Business functions of the Dental & Medical Organizations.

Skilled with Insurance requirements, including directly interfacing with Insurance Companies to clarify, negotiate, and resolve all levels of medical business issues.

Directly work with patients to establish payment, payment schedules, and collection of past due balances.

Directly interface with Collection Agencies to provide information & follow through on past due accounts.

Dedicated to using skill set to contribute to an ongoing efficient and productive office environment.


Urology Specialists of the Carolinas, Patient Account/Collections Representative February 2013-Present

Collect outstanding monies

Create and generate payment plans for (8) office locations

Collaborate with the Office Coordinators with financial assistance and payment plans

Create and generate collection reports for all offices

Review the daily schedules for patients with outstanding balances and instruct offices on collecting payments

Pre-surgery collections

Review outstanding claims

Meet with patients to discuss concerns and billing issues

Collaborate with the providers keeping them informed of patient payment plans and status on outstanding accounts

Work with the collection agency on patient balances

Dr. Daniel Skotzko - Family, Cosmetic, Implant and General Dentistry,

Consultant/Special Projects Coordinator December 2011-June 2015

Created staff training manual focusing on customer service, collections, front desk operations, appointment and new patient protocol and guidelines to provide exception verbal and written communication through letters, phone call scripts and patient interaction

Responsible for insurance recovery/collections which resulted in bonuses for the staff during the second quarter

Redesigned and developed new standardized forms to send to patients with electronic reminders

Creating Direct Mailing Campaign

Trinity Cosmetic & General Dentistry Patient & Insurance Coordinator April 2009- November 2011

Verified eligibility of insurance coverage filing all claims including Medicaid and NC Health Choice

Presented treatment plans with financial options to patients.

Managed incoming/outgoing payments, prepared billing statements

Handled outstanding claims and other correspondence with insurance companies.

Checking in/check out of each patient along with preparing for new patients

Pompeii Dentistry, Insurance/Financial Coordinator July 2007- April 2009

Verified eligibility of insurance coverage including Workman’s Compensation, filing necessary claims

Fiscal responsibilities included collections and exceeded revenue goals on monthly basis.

Provide exceptional customer service

Verified eligibility of insurance coverage filing all claims including Workman’s Compensation and secondary insurance carriers

Joseph T. Jakubek, D.D.S., Insurance/Financial Coordinator July 2005- July 2007

Verified eligibility of insurance coverage filing all claims including Workman’s Compensation and secondary insurance carriers

Exceeded collection revenue goals on a monthly basis

Developed treatment and financial plans for patients

Participated in outside marketing efforts to increase patient base

Managed dental practice with multiple locations including appointment scheduling, supervising and training staff in dental practices and customer service

Jeff Blackburn, D. D. S., Midlothian, VA Office Manager November 2003-February 2005

Hired new employees

Developed advertising plan to expand and promote business

Maintained insurance claims with primary/secondary carriers and Workman’s Compensation

Reduced outstanding dental collections by 75% in six months

Kowal & MacIlwaine D.D.S., Richmond, VA Dental Assistant/Office Manager March 2002-November 2003

Hired new employees

Checking in/check out of each patient along with preparing for new patients

Use of Business Office software to organize scheduling, payment and financial information

Smiles by Design, Amy Jo Ward-Pardon, D.D.S.-PA, Kernersville, NC

Office Assistant/Receptionist November 2001-March 2002

Checking in & check out of each patient

Use of business software to schedule appointments

Education & Credentials

North Iowa Community College, Mason City, Iowa

John Tyler Community College, Chesterfield, Virginia

X-Ray Certification,

Proficient in Microsoft Office

Quicken for Business

Forehanded Dentistry

Digital X-Rays

Customer Service Training

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