Customer Service Manager

LISA FAZENBAKER

**** ********* ******, ******** ***** MD 21219 acy6cz@r.postjobfree.com 443-***-****

PROFESSIONAL EXPERIENCE

Ameritox December 2013-Present

Manager of Billing Operations 2014-Present

• Manage a team of twelve Collection Specials

• Weekly meetings with Upper Management

• Manage denials/error trends to decrease work flow

• Run reports for team and upper management

• Responsible for collections for Medicaid and Medicare products for 48 states

Supervisor December 2013-2014

• Managed a team of nine Collection Specialists

• Daily meetings with manager

• Managed denials/error trends to decrease work flow

• Run reports for team and manager

• Responsible for collections for Medicaid, Medicare, and Workers Comp

Achievements

• Promoted to Manager in 2014

• Managed the procedure code changes for 2015 and 2016 for Laboratory billing

• Created many consolidation rules to help reduce employees’ workflow

• Restructured Workers Compensation work flow to produce more efficient processes

NextGen Healthcare March 2008-October 2013

Supervisor of Billing Operations 2009-2013

• Manage a team of twenty one Collection Specialists/ internal and home source

• Weekly meetings with the client

• Manage denials/error trends to decrease work flow

• Run reports for client/Director of Billing Operations

• Responsible for collections from multiple practices

Achievements

• Started second largest client, “Baptist”, and trained team on the new client

• Consistently meet all monthly goals for intake of revenue

• Able to promote two employees due to growth and exceeding expectations

• Due to success, Baptist continues to add new practices

Collections Specialist March 2008-2009

• Experience in billing for Cardio, Ortho., Gen. Surgery, Endo and Primary Care

• Knowledge of Next Gen, GE, Medical Manager, Mysis, Outlook, Realmed, Excel

• Review and resolve customer service calls and concerns

• Responsible for accounts receivable

• Knowledge of CPT/ICD9 coding

• Resolve outstanding claims through appeals when necessary

• Contact payors via phone/websites

• Review and work edits, denials, and payor reports

• Review client information for accuracy and clean claims

• Provide regular feedback to Manager on payor/office trends

• Provide assistance to team members

Mercy Medical Center September 2001-December 2007

Appeals Specialist 2006-2007

• Resolved outstanding surgery charges for General Surgery, Maryland Spine, OBGYN, Surgical Oncology, GYN Oncology., Orthopedics, and Plastic & Reconstructive Surgery

• Oversaw surgery charges worth approximately 5 million dollars per week

• Reviewed appropriateness of CPT/ICD9 coding

• Prepared spreadsheets for meetings with doctors

Team Leader 2003-2006

• Oversaw the daily activity of 15-20 employees

• Resolved customer service calls and concerns

• Performed adjustments based on account criteria

• Trained new employees on A/R functions

• Prepared and attended meetings with doctors and office managers

Service Representative

• Reviewed explanation of benefits and denials from insurance companies

• Was responsible for debt collections and accounts receivables

• Reviewed and submitted HICA 1500 claims

• Entered patient demographics

• Maintained a below 15% average on over 90 day collections

• Ensured accounts are accurate and timely billed

EDUCATION

United States Navy

Hospital Corpsman Specialization

Contact this candidate