Supervisor Billing and Customer Service

Felicia Gipson-Johns

Texas City, Texas *******.*****@*****.***

409-***-**** (mobile)

409-***-**** (home)

Objective

To secure a position that is suitable to my training and knowledge In Patient-Client Services that includes Customer/Public interaction, Invoicing, Health Insurance Verification and Health Insurance Enrollment, General Accounting, data entry, call center making outbound and taking inbound calls in an environment which allows me to make vital contributions to an organization’s success while gaining professional growth and advancement opportunities.

Work Experience

American National Insurance Co. Galveston, TX May 2022 – Aug 2024

Supervisor -Worksite Health Customer Service /Billing

Oversee training and refresher classes on new and existing Health Insurance Products and Department Procedures to ensure all team members understand their job duties and expectations of their role. Engage employees on decisions and direction of the department.

Conduct weekly staff meetings to establish goals and direction of the week. Also, hold one on one meetings with each of the team members to offer coaching if necessary.

Oversee employee attendance and scheduling. Perform midyear reviews and conduct one-on-one reviews to discuss job performance.

Organize, prioritize, and monitor workloads of my team of employees to ensure the successful completion of assigned task.

Organize, prioritize accounts receivables making sure all funds received that have been invoiced have been applied to correct accounts.

Work with management team to strategize new ideas and process to implement to the team.

Making sure that our Health Suspense accounts are current and unclassified transactions are updated daily. Writing up journal entries to move funds in suspense to classified accounts while resolving any discrepancies as I research and gather data.

American National Insurance Co. Galveston, TX November 2001 – May 2022

Senior, Customer Service Representative / Employer Group -Worksite Case Management

Researching customer complaints, Problem solving regarding health insurance claims, understanding Explanation of Benefits, Health Insurance Verification, and billing issues. Making sure my goal at the first point of contact for the existing clients, prospective clients, and sales agents that I promote a positive image of the company by being prompt, knowledgeable of products and courteous.

Answering incoming and making outbound calls pertaining to health insurance products from consumers or sales agents. Providing quotes for new coverage and assisting with telephone sales by completing the applications for individual policies and Employer Worksite Group enrollment.

Maintaining Worksite Employer Group accounts by staying in contact with the Group Correspondent and Agents providing updates on billing invoices, employee terminations, new hires, and Health claims payments or delays.

Assist policy holders and covered insureds with premium insurance payments and inquiries, claims processing and payments, and explaining policy/plan benefits for both individual health insurance plans and Employee Group coverage. Assisting Medical Providers with status of health claim payments and verification of health insurance benefits.

Maintains and updates customer files, including name or address changes, mergers, or mailing attention all the while making sure to adhere to all HIPPA and Privacy Practices. Working various Departmental Queues in coordination with Lexis Nexis/Accurint system for client address changes.

Prepare post, verify, and record customer payments and all transactions related to accounts receivable. Calculate and issue refunds, and adjustments, as needed.

Keep an accurate record of client accounts and outstanding balances. Sending out necessary invoices and account updates to clients electronically and on paper.

Receive, sort, and track incoming payments. Update AS400/PDA with current payment information and other financial data. Prepare reports and review billing activity for accuracy.

Reading and understand suspense reports including writing up Journal Entries to move funds to classified accounts

.

Meador Staffing Service Webster, TX Feb 2001 to Nov 2001

American National Insurance Company - Temporary Customer Service Trainee

Answering incoming and making outbound calls pertaining to health insurance products from consumers or sales agents.

Training & Skills

Over 20 years of customer service experience that includes: retail, restaurant, Credit Collections and Health Insurance, Patient accounts, underwriting and claims support.

20 years of Health Insurance Verification of Benefits (Medicare, Indemnity, Supplemental Plans, Auxiliary, & Preferred Provider Organization Plans)

BPM Workflow, UDoc, AS400/PDA, LexisNexis/Accurint, PEGA Professional.

14 years of accounts receivable and invoice billing as well as general accounting, General SAP data upload and processing.

Familiar with Medical Terminology, Type over 50 words per minute, 10-Key Data Entry

Office Filing including creating Excel Spreadsheets, running reports, and creating Power Point presentations.

Education

1997 General Education Diploma Galveston Community College Galveston, TX

1998 Computer Keyboard Certificate Galveston Community College Galveston, TX

2015 FMLI, Level 1 Certification –LOMA

2015 ACS, Associate Customer Service – LOMA

2016 ALMI, Associate Life Management Institute -LOMA

2023 ASCEND, Advanced Manager Degree

Additional Job Information

References Will Be Given Upon Request

Contact this candidate