Administrative Assistant Customer Service
Resume:
HEIDI L. SMITH
Campbell, OH *****
*************@***.***
PROFESSIONAL SUMMARY
Dedicated administrative professional with 30 years of combined experience in receivable management and administration in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual, and productive professional when working with little to no supervision.
QUALIFICATION SUMMARY:
28 years of experience in Healthcare Accounts Receivable
6 years as Administrative Assistant to the Executive Senior Vice President
8 years experience in Management
6 years experience in Customer Service/Call Center
2 years of experience in User Website development and Blogging
1 year of experience in PDF Content Creation, SEO, and Sales
B.A. Communication
ACCOMPLISHMENTS:
Exceeded A/R goal expectations. Reduced a 2-year age receivable and earned a one-year bonus check over $9,000.
Created and implemented 30–90-day Healthcare Collection letters.
Honor Grad and Monthly Quality awards.
Selected for Accomplishments in the Field by National Healthcare Biller, November 1995 edition.
Voted in and chaired the first Mahoning County Medicaid HMO Joint Advisory Council.
Recouped 1.5 million in 4 years in Managed Healthcare reimbursement errors.
Revised Affiliate Fees for EHN Provider Manual in 1998.
Member of Forum Health Managed Care Steering Committee.
Administrative Assistant to the Executive Senior Vice President
Wrote and sold a Mindset Coaching book via PDF
SKILLS:
Analytical
Daily responsibilities include 20 different patient account-billing issues. Managed financial feasibility for 75 contracts by reviewing contract language and auditing expected reimbursement with actual reimbursement. Managed Care insurance reimbursement, audits, and adjustments. Daily responsibilities require decisions and procedures for financials, billing, registration, system integration, and cash application. Researched billing invoices and delinquent account history for accuracy. Resolved issues affecting reimbursement.
Heidi L. Smith
Communication
Developed, implemented, and presented a program to 72 full-time employees and department directors on Managed Healthcare and contract guidelines. Collections and customer service. High tolerance level - 80% of daily responsibilities dealing with negatives. Inbound call intake of 40-400 calls per day. Wrote a recommendation for problem resolution that was approved and implemented by the CEO. Amended provider relations manual for a large Cleveland-based insurance company, improving provider relations and compliance. Managed billing, collection, and customer/client service for off-site profit accounts. Process In/Outbound calls in a Call Center environment.
Technical
Oracle intermediate user. M.S. Office – Intermediate level user of M.S. PowerPoint, MS Word, and Basic level user of M.S. Excel. SMS Accounts Receivable Work ques. Worked on system installation for Healthcare Payer Responsibility Master File. Typing speed 40 wpm. Daily use of Photo Editing software. PERCS automated parking software.
Clerical
Prepared and sent monthly billing statements to vendors, patients, and insurance companies. Posted cash payments and collected past-due receivables. Provided customer service for insurance companies and patients.
Management
Supervised 4 full-time employees in billing, customer service, cash application, and collections.
EMPLOYMENT HISTORY:
Eastern Gateway Community College Youngstown, OH
Administrative Assistant to Executive Sr. Vice President 10/2018 – 6/2024
- Nursing Department Program Manager
- Director of Maintenance and Grounds
Randstad Employment Agency Warren, OH
Administrative Assistant to Vice President 02/2018 – 10/2018
Robert Half International Boardman, OH
Roth Bros – Customer Service Representative 11/2016 - 11/2017
Lincare Sharon, PA
Biller and Private Pay Customer Service 04/2015 – 08/2016
West Corporation/Alorica Niles, OH
Daily Rating and Customer Service for AT&T 04/2014 – 04/2015
Heidi L. Smith
InfoCision Austintown, OH
Communicator 01/2013 – 02/2014
Akron Children's Hospital Akron, OH
Biller/Collector 08/2008 - 1/2013
Robert Half International Boardman, OH
On-Site Representative - MRA 05/2008 - 08/2008
Humility of Mary Health Partners
EDUCATION:
Youngstown State University Youngstown, OH
B.A. Speech Communications 1986
Chamberlain University Chicago, IL
Masters - Human Services Sept 2022 – Nov 2022
Udemy San Francisco, CA
Certifications – Life Coaching Dec 2019
REFERENCES: Available upon request
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