Case Management Systems

D ONNA Y. K ING

Tavares, FL ***** 954-***-**** ***************@*****.***

Summary

Experienced Revenue Recovery Specialist proficient in case management systems applications with 20 years of combined work history in the Telecom analyst field. Focused and detail oriented. Reviews large volumes of digital data to assess accuracy and integrity of provided information while meeting tight deadlines. Computer literate with proficiency in Florida state system applications. Primary interests in Healthcare Information Management. Skills

● Information Tracking

● Account Monitoring

● Report Preparation

● Confidentiality and Data Protection

● Research and Analytical Skills

● Meticulous Attention to Detail

● Interpersonal Communication Skills

● MS Office

● Database and Client Management Systems

● Tableau/Data visualization basics

● Python/ArcGIS Pro basics

● PBX/IVR/Call Management System

Experience

Revenue Specialist II /OPBI 09/2016 to Current

FL Department of Children & Families Wildwood, FL

● Investigate public assistance fraud court cases and administrative final order hearing documents to determine reclassification type to ensure adherence to state agency collections control procedures, policies, and standards.

● Apply the use of proprietary accounting systems and applications for processing fraud claims and benefit program(s) disqualifications per court disposed client cases.

● Monitor accounts receivables regarding court prosecuted individuals

● Communicate with the Department of Corrections monitoring probation and parole defendants' restitution contracts for benefit recovery account case management.

● Compiled court disposed documentation with claim over issuance statements and disqualifications to distribute and scan to Document Imaging.

● Update agency's accounting database system with new details regarding benefit recovery activities on outstanding accounts.

● Research and resolve payment inquiries from internal and external personnel; effectively communicate results via email and/or telephone.

● Respond to internal and external requests regarding EDRS nationwide SNAP client disqualification information.

● Identify and report recurring system issues regarding collections case processing procedures. Major accomplishment:

● Worked primarily with the revenue unit in the development of a Benefit Recovery Collections training guide. Imaging Indexer/Administrative Secretary 01/2013 to 08/2016 FL DCF - ACCESS Document Imaging Wildwood, FL

● Performed (ADI) indexing of electronic documentation.

● Performed distribution and tracking of Department of Public Assistance Fraud (DPAF) investigated referrals and associated documentation.

● Developed a procedural PowerPoint guide for referrals distribution, tracking and documentation.

● Liaison between DPAF investigators and Claims unit management concerning referral processing.

● Prepared documents for scanning, mailing, and faxing of confidential public assistance documents. Telecommunications Billing Analyst 07/2006 to 10/2008 Tempus Resorts International Orlando, FL

● Reviewed and audited all corporate telecommunications bills including voice, data, cellular and paging services, and related equipment.

● Ensured proper coding and bill verification in accordance with contractual terms and service level agreements.

● Communicated with vendors/providers regarding billing corrections and credits, processing any disputes through completion.

● Generated telecommunications usage, traffic analysis, and trending reports.

● Created cost analysis reports and other ad-hoc spreadsheets.

● Conducted regular review of telecom tariffs and associated documentation.

● Performed ongoing research keeping abreast of new technologies and related information. Major accomplishments:

● Created an analysis report revealing approximately $10K shortfall of long-distance usage discounts.

● Initiated and compiled a relational database comprising telecom invoice and contract management data including corporate toll free and local numbers maintenance and inventory tracking. Telecommunications Analyst 06/1998 to 02/2004

Cross Country Home Services Sunrise, FL

● Monitored and maintained PBX, CMS, and voicemail systems.

● Programmed stations and voice terminal installations including related adjuncts.

● Assisted in the design, development and maintenance of Avaya IVR applications using scripting language including CMS vector programming.

● Manage/maintain CCHS call accounting application, creating ad hoc reports. Major accomplishments:

● Created and implemented a database that maintained the company phone directory and the toll-free numbers inventory including maintenance/repair history.

● Audited, analyzed, and resolved an IVR equipment error that caused extreme call hold times.

● Communicated and coordinated with various equipment vendors which provided appropriate equipment at best cost.

Education and Training

Master of Science : IT - Health Information Management 12/2011 Capella University Minneapolis, MN

Bachelor of Science : Engineering Technology 06/1992 Northeastern University Boston, MA

References

Available upon request

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