Customer Service Center Operations

Theodore V. Kozlowski

*** ***** **** **** ********@*******.*** LaVergne, TN 37086 615-***-****

Qualification Summary

Experienced manager with comprehensive experience in sales and leadership, specialized qualifications training, organizational skills, and resource development.

Relevant Work Experience

Ascension Care Management February 2020 to August 2023

Manager of Contact Center Operations

Overseeing the 22 members of the Patient Coordination Team and daily operations.

Hiring new employees for the team.

Preform monthly One on One's

Train and develop members of the team, assist in the implementation of soft wear for new

Programs.

Monitor job statuses and drive the workflow.

Working closely with Care Management, SALESFORCE and SmartHealth on developing new projects

For my Team to complete

Ascension Care Management January 2019 to February 2020

Members Experience Representative

Assisting members with locating Providers/Facilities in their area.

Processing Benefit Elevation Request Forms for Members.

Assisting Supervisor with developing Dialer Campaigns.

Scheduling staff and dialer campaign schedules

Train staff on new programs, assist in the implementation of soft wear for new

programs

Training and provide support for SmartHealth team as they took over Processing

of the Benefit Elevation request Forms.

Working directly with AGILLIFY on the developing of Automation process for Benefit Elevations

ST Thomas Medical Partners January 2018 to January 2019

Patient Access Coordinator

Assisting patients with scheduling/rescheduling appointments with our Medical Partners,

Providers and Clinics

Sending notifications to Providers for prescription refill request, referrals and

general question from the patients.

Relay information received from Providers back to patients as required

Provide the best customer service to our patients.

CHS/PASI., Nashville, TN September 2010 - May 2017

Call Center Supervisor

Manage over 25 CSR (Customer Service Reps.)

Hiring, training, 30, 60, 90 day, quarterly and annual reviews

Annual increases, monitor matrix, daily operations, attendance, approve vacation

sick time and terminations

Communicate with multiple hospital locations regarding patient accounts

Extended Business Office Services

Worked with multiple hospitals and assigned accounts to locate insurance claims not

completely processed through different insurance companies

Call insurance companies to determine what information is needed to complete the processing

and payment of claims

Navigate individual insurance company and industry websites to locate claim information

Contact patients when needed to get additional information required by insurance companies

Request rebilling of claims to the insurance company once the needed information has been

added to the account

Meeting and surpassing monthly goals

Medicare, Medicaid and Medical Insurance GAP Collector

Communicate with Medicare and Medicaid patients to discuss payment solutions

Utilize AS 400 & MEDITECH software to locate additional information not provided to assist in

collecting outstanding balances and bringing accounts to closure

Meeting and surpassing monthly goals

Phase 2 Collector

Call on patient accounts to collect outstanding balances and bring accounts to closure

Utilize hospital system software (AS 400 & MEDITECH) to locate additional information not listed

on accounts

Utilize insurance verification systems (i.e., Passport and Accurint) to find insurance and patient

information not listed on accounts

Meeting and surpassing monthly goals

Education & Training

CHS Leadership Program

Sterling Insurance Training

Zig Ziegler Sales Training

Dale Carnegie Sales Training

Fullerton Community College, Fullerton, Ca.

Skills

Computer proficient in Google Docs, Sheets, Salesforce, Microsoft Office, Word, Excel, Power Point, Virtual Edge, AS 400, MEDITECH, Passport, Accurint, VERSACAD, MicroCAD and AutoCAD

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