Customer Service Manager

Kym Mahoney, M.Ed, BS

*** ****** ****** § Raynham, MA 02767 § P: 508-***-**** § E: ********@*****.***

Summary of Qualifications

Results-oriented manager with experience in supervising national teams and utilizing outstanding leadership skills to foster long-lasting partnerships with internal and external members. Strong background in overseeing strategy formulation, quality assurance, and corporate projects from initiation through implementation phases by optimizing team productivity. Skills include:

üBusiness Strategy Formulation

üTeam Leadership & Support

üHR Management

üClient Relationship Management

üOperations Management

üFinancial & Budget Analysis

ü Work-Flow Development

üProcess Implementation

üQuality Assurance

Management Expertise

EOS CCA Healthcare, Norwell, MA

Manager of Quality Assurance for Healthcare Division 2013 – 2016

Oversee 125 high quality deliverables with an emphasis on accuracy and timeliness. Oversee business requirements, create systems of high quality and efficiency, and optimize team’s productivity levels by offering strategic project-based incentives which result in high client satisfaction. Contributed to the $100,000 in annual company revenue.

Communicate quality improvements to the Executive Management Team including the President, Senior VP, VP, the Directors and 50+ clients on a monthly basis.

Collaborate with C-Level Executives to improve efficiencies and create systems that deliver high-quality services which drive corporate revenues. Manage A/R reconciliations, issue logs, and analyze reports.

Coach and mentor team members to ensure that proper workflows are being followed, that each member provides exceptional customer service to clients, and that they provide deliverables on time and within budget.

Run management reports on production statistics; facilitate staffing level coverage; and build daily dialer campaigns.

Partner with Sales, Operations, Finance, IT, and Compliance teams to meet client requisitions for implementation.

ClaimAssist, Newton, MA

Associate Manager/Claim File Analyst 2005 – 2013

Managed a team of 25 customer service members and oversaw all daily operations associated with claims processing. Facilitated the daily case load of each team member and effectively communicated objectives to foster maximum team productivity. Presented analysis, action plans, productivity levels, and liquidation results to the Department Director.

Direct all team performance evaluations in conjunction with Operations Supervisor, oversee salary administration based on client-satisfaction metrics, and implemented successful training programs based on performance efforts.

Trained staff on internal systems, workflows, and software; created supporting documents and acted as client point person for technical inquiries. Developed team member skill sets and assisted members in reaching career objectives.

Oversaw the preparation client deliverables. Used power point presentation, charts and graphs to convey the results.

Installed document management processes and procedures for all new clients.

Spearheaded full-cycle workflow and directed the strategic planning process, including all detailed requirements.

Achieved 100% on schedule project delivery by actively managing timelines, while fulfilling all client expectations.

Developed tracking mechanisms to monitor department productivity through a comprehensive trend analysis.

Directed the importation of demographic information into the corporate management database; oversaw all calls made to insurance carriers, employers, and patients to spearhead improvements within the claims processing progress.

Implemented IT protocols to facilitate hospital authorization for remote access. Audited data for internal applications.

Collection Company of America, Norwell, MA

Manager of Healthcare Collection/Client Services 2005

Supervised credit and debit processing initiatives to successfully manage healthcare accounts. Analyzed profitability and assessed liquidation in order to set future revenue goals for the entire division. Served as the “Subject Matter Expert” for Medicare, Medicaid and other insurance carriers’ reimbursement practices.

Supervised staff, evaluated their performance, created and delivered action plans to stimulate workload efficiency.

Trained 2 Assistant Managers, 10 collection and 2 billing staff members on customer service protocols.

Executed and developed strategic plans to facilitate revenue growth and increase collection productivity.

Corresponded with 300+ clients in regards to reporting, communication issues, and claim disputes.

Confirmed that all healthcare collectors and client service representatives were compliant with HIPAA regulations.

Dedham Medical Associates, Norwood, MA

Collections Supervisor 2001 – 2005

Managed the creation and dissemination of financial statements, collection reports, and dunning letters. Facilitated the patient account work flow from collections to the corporate small claims attorney. Actively resolved any and all issues escalated to management from the services representatives with attention to high customer satisfaction.

Developed and implemented operational/HIPPA procedures for company as key member on the HIPPA Committee.

Communicated with collection agency and small claims attorney at the Business office regarding monthly write-offs.

Trained a team of 6 collectors, oversaw performance, and executed end-of-year personnel evaluations.

Technical Expertise

Well-versed in all Microsoft Office applications including Word, Excel, and PowerPoint.

Expertise in FACS, IDX (Healthcare Software Program), Meditech (Healthcare Information System), and Noble System (Campaign Dialer Management Program).

Education Background

Bridgewater State College, Bridgewater, MA

Master of Education

Old Dominion University, Norfolk, VA

Bachelor of Science

Contact this candidate