FELICIA OLIVER

PROFESSIONAL PROFILE

Results-driven Administrative Management Professional, offering 15+ years diverse experience, with consistent record of advancement and significant expertise as follows:

Proven success in directing business practices and personnel to achieve corporate objectives; consistently develop process improvements toward accuracy and productivity; strong history of independent decision-making; excel in fast-paced environments

Well versed in administration processes in the medical industry; proficient facilitating new patient admission; insurance verification and pre-certification; private pay collections; accuracy in billing; maintain sensitive and confidential information within HIPPA guidelines

Demonstrated staff management abilities in building cohesive teams; manage hiring, training, evaluations and scheduling for up to 24 employees; assign tasks and hold individuals accountable for areas of responsibility; ensure compliance in regulated industries

Highly analytical and accurate managing financial / accounting transactions, including balance sheets, bank reconciliations, budget development, statistical analysis, account auditing and report generation; skilled with Word, Excel, SAP, ASA-400 and Outlook as well as proprietary systems

PERSONAL STRENGTHS: self-motivated; flexible; timely completion of projects; effective under stress and deadline pressure; quickly acquire new skill sets; high degree of maturity, honesty and integrity

CAREER OVERVIEW

Dean Professional Services Professional Services, Katy Texas 77079 – 2017 to Current

Contracting with in Houston Methodist Hospital assist patients scheduled to receive services in their assigned location are financially cleared prior to their scheduled appointment, through accurate and timely scheduling, registration, and verification of eligibility and benefits, Additionally, the position exists to provide excellent customer service when communicating with patients who visit our clinics. It also exists to provide notification to patients, physicians, and management of issues that may result in potential service delays or reimbursement denials. Displays initiative to improve job functions. Demonstrates adaptability and flexibility during changing demands. Offers suggestions to streamline process for efficient patient flow

Primary Group Scheduler II

Houston Methodist Primary Care Group, Houston, Texas – 2017

Call Center position exists to assure that patients scheduled to receive services in their assigned location are financially cleared prior to their scheduled appointment, through accurate and timely scheduling, registration, and verification of eligibility and benefits, Additionally, the position exists to provide excellent customer service when communicating with patients who visit our clinics. It also exists to provide notification to patients, physicians, and management of issues that may result in potential service delays or reimbursement denials.

PATIENT AGE GROUP SERVED

Select the applicable age group(s) of primary customers/patients served by this position.

Patient Business Representative –

Houston Methodist Hospital System, Houston, Texas – 2012 to 2015

Provide administrative support to outpatient clinic daily operations, rotating among five locations as needed. Directly interface with patients, caregivers, outside physicians and hospital medical team

Process new and existing patient accounts to include verification of insurance, pre-certification for medical procedures and educating patients on financial responsibilities.

Perform check-out procedures to include verifying charges, accurate coding for services, calculation of fees and collection of outstanding patient balances. Post charges and payments, reconciling daily charges and closing out billing and credit card payments.

Assist in front reception area in greeting patients, conducting triage and responding to telephone calls promptly and accurately. Schedule appointments and respond to patient concerns / questions.

KEY ACCOMPLISHMENTS:

Successfully adapt to varying requirements and staff interactions as floater, completing short-term to six-month assignments as substitute for permanent employees on leave.

Associate Business Account Specialist (Residential Credit)

Gexa Energy (through Volt Company), Houston, Texas – 2011 (6 months)

Processed applications for energy service for residential customers, reviewing data to determine deposit requirement or waiver. Identified and investigated high risk or fraudulent enrollments.

Managed busy incoming telephone phone system with professional courtesy within corporate policy for responding within 20 seconds. Corresponded with customers via telephone and mail.

Administrative Assistant – Financial & Statistical

City of Houston (through Silver & Associates), Houston, Texas – 2008 to 2010

Provided critical financial analysis and reporting for the Public Utilities division for budgetary control, including analyzing costs by department, FTE studies, overtime studies and contract labor costs.Generated monthly financial reports for review by management.

KEY ACCOMPLISHMENTS:

Contributed to continuous improvement processes to streamline procedures.

Hired as permanent employee after expiration of initial contract assignment.

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FELICIA OLIVER

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Administrative Assistant / Loan Officer

Wood Forest Bank (through Merchant Card Services) – 2007 (7 months)

Processed applications and administered FHA, VA, conventional and sub-prime loans offered as second-chance financing for businesses.

Ensured accuracy of documentation for all pre-closing and post-closing procedures, coordinating activities with clients, brokers, title companies and loan department.

Call Center Administrator / Supervisor

Sterling McCall Automotive Group, Houston, Texas – 2004 to 2007

Managed daily operations of busy call center hub supporting the service departments of three dealership locations. Scheduled and supervised 17 customer care representatives to ensure customers received the highest level of service.

Responsible for hiring, training, monitoring and motivating new customer care representatives. Reviewed calls on individual basis and offered coaching to improve employee performance.

Represented department at management meetings to establish and review corporate goals, generating timely reports for upper management.

KEY ACCOMPLISHMENTS:

Achieved 100 percent accuracy in maintaining customer accounts on consistent basis.

Accounting Assistant

Advanced Diagnostics, Houston, Texas – 2002 to 2004

Processed accounts payable and accounts receivable transactions for this mobile diagnostic unit contracted to hospitals and clinics throughout the Houston area.

Responsible for invoicing, bank deposits, account reconciliations, journal entries, transactional coding and monthly close outs. Interfaced directly with controller to initiate collections and monitor accounts.

Assisted with transition and staff training from ASA-400 to SAP system.

Audit Manager / Assistant Plaza Supervisor

Harris County Toll Road Authority, Houston, Texas – 1994 to 2001

Managed financial transactions and staffing requirements for 24/7 toll booth plaza operations. Trained and monitored performance of 24 attendants in multiple shifts.

Responsible for auditing all financial transactions and receiving cash deposits from Brinks. Prepared bank deposits and balanced daily books.

Maintained vaults, radios, pagers and intercom systems as well as ensuring all safety regulations were met. Addressed and resolved customer complaints.

KEY ACCOMPLISHMENTS:

Promoted within two years to supervisory position from initial role as booth attendant.

Responsible for auditing all transactions and sole contact with Brinks for deposits.

EDUCATION

PROFESSIONAL DEVELOPMENT

Notary – State of Texas – current

Loan Officer Certification– Texas Savings and Loan Association– completed through Champions School of Real Estate, Houston, Texas – 2001

Word Processing Certification– Champions School of Real Estate, Houston, Texas – 2001

College Coursework –accounting, English, algebra and physiology – earning transfer credits in pursuit of Bachelor of Science in Health Administration– Lone Star College, Houston, Texas

A

MS. SERINA PATTON

Houston Methodist Hospital System

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