William D. Munn

**** ***** ***

Houston, TX *****

469-***-****

Email: ad16v8@r.postjobfree.com

Objective

●Seeking leadership position drawing) on extensive

●www10th customer relations expertise to advance departmental efficiencies1

Supportive qualifications

●15 years Customer Service, Collections, Office Administration, Inside/Outside Sales

●10 years Account Representative Services

Professional Experience

K Force Staffing

Houston Methodist Hospital, Houston, Tx

Registration/Scheduler July 2016 – December 2016

April 2017 - September 2017

●Performed duties in an in-bound call center environment.

●Scheduled doctor appointments for patient for Primary Care Group physicians.

●Processed emergent procedures for patient care when necessary.

●Submitted messages to appropriate doctor’s offices.

●Researched schedule opening for doctors availability.

●Trained and certified with Epic system. Performed patient interactions using the Epic system for scheduling, My Chart registration, medication, prior physician appointments and any related medical information as needed or required.

U.S. Bioservices, Frisco, TX

Reimbursement Coordinator June 2015 – April 2016

●Collects and reviews all patient information needed to complete the billing, collections, appeal and /or cash processing.

●Completes and submits all necessary insurance forms and electronic claims to process the claims in a timely manner as required by all third party payers. Researches and resolves any electronic claim denials.

●Effectively utilizes various means for collections, including but not limited to phone, fax, mail, and online methods.

●Provides exceptional customer service to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly.

●Maintains frequent phone communications with provider representatives, third party customer service representatives, pharmacy staff, and case managers.

●Independently analyzes reports and communicates any reimbursement trends/ delays ( e.g). billing denials, claim denials, pricing errors, payment, etc.)

●Provides all necessary documentation required to expedite payments.

●Performs related duties and special projects as assigned.

Conifer Health Solutions, Frisco TX

Patient Account Resolution Specialist May 2013 – June 2015

●Managed both inbound and outbound calls in a call center environment.

●Resolved patient accounts with financial solutions in accordance with organizational guidelines.

●Verified patient insurance information and ensured proper claim processing.

●Communicated via internet with various insurance websites.

●Processed credit/debit card payments via telephone for patients.

●Submitted various reports as requested.

Capital One Auto Finance, Dallas, TX

Senior Collector, Auto Loan Division May 2012 – April 2013

●Manage inbound collection calls and perform account level research

●Overcome objections that customers have about making payments toward their account and help them to understand their account(s) and responsibilities

●Become familiar with and follow Company guidelines and procedures (CBTs, training, timecards, e-mail, training, etc)

●Exhibit effective skip tracing techniques when applicable

●Update account information and complete appropriate documentation

●Maintain superior quality assurance results

Nationwide Mutual Insurance Company, Cleveland, OH April 2010 – March 2012

Customer Service Representative

●Performed efficient call center duties explaining automotive insurance coverage’s and procedures to existing customers.

●Obtained and examined all relevant information in order to assess the validity of complaint/claim.

●Determined possible solutions to satisfy each customer requests.

●Processed policy payments and policy reinstatement payments, resolved customer’s billing questions.

●Forwarded documents to agent’s offices and customer's state DMV offices in order to satisfy state requirements.

Quadax Inc., Cleveland, OH August 2009 – April 2010

Patient Advocate Representative

●Responded to patient, physician, and client representative inquiries via phone, mail or internet.

●Troubleshoot case issues and managed resolution to completion.

●Acted as a patient advocate by providing information and education on health insurance benefits, insurance billing, and the reimbursement process to patients.

●Reviewed case histories and insurance notes on patient account files.

●Contacted insurance companies to obtain information needed to resolve case issues.

●Communicated results of benefits investigation to patients and physician offices.

The Cleveland Clinic Foundation, Cleveland, OH June 2008 – June 2009

Patient Account Representative

●Performed medical claim submission for payment from insurance payers.

●Conducted claim correction measures when warranted.

●Ensured proper claim payment for medical services rendered for each claim.

●Utilized various insurance companies’ websites for requests of claim status and information.

●Utilized several computer programs for research and claim submission. Performed effective telephone and written communication utilizing email system and fax transmissions.

National City Bank, Cleveland, OH May 2005 – June 2008

Credit Accounts Collector

●Performed collections administration for Home Equity LOC accounts (range $80,000 to $150,000 group).

●Established payment arrangements for delinquent accounts.

●Developed account repayment plans.

●Processed approximately 650 delinquent accounts per month.

●Provided financial solutions and performed effective problem solving skills. Determined level of corrective action needed to resolve issue.

●Interacted with legal/garnishment/foreclosure departments as situation dictated.

Ameritech Communications, Cleveland, OH June 1999 – May 2005

Sales/ Customer Service Manager

●Coordinated sales practices/procedures for residential sales representatives; Supervised and directed group sales activities.

●Provided leadership, motivation, and instruction to ensure sales team met or exceeded established sales goals and objectives.

●Educated sales group on sales processes, new product presentations, services and departmental and organizational changes or procedures.

●Responsible for representing organization in union grievance or compliance issues.

May Company, Cleveland, Ohio 1992- 2002

Loss Prevention Agent

Ameritrust Bank Police Department, Cleveland, Ohio 1980 - 1984

Bank Police Officer

Education

Quincy College, Boston, MA

Business Management

September 1989 - July 1992

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