Customer Service Manager

** ******* **** *****: 732-***-****

Jackson, NJ *8527 E-mail: ********@***.***

David Pagan

Professional Summary Professional finance leader, with over 20 years experience in various

industries, with proven success in Accounts Receivable, Collections,

Billing, Chargebacks, Customer Service, Reports, Budgets, Analytics,

Conflict Resolution, Time Management and Multi-Tasking abilities.

Experience 1/2017 – 9/2019 Collins Building Services, Inc. LIC, NY

Manager of Accounts Receivable/Billing/Collections

Managed two teams (accounts receivable & billing) responsible for over $500 million in annual invoicing and collections.

Reorganized the AR unit: cash applications, collections, chargebacks & aging reports, successfully minimizing the average monthly over 90-day aging from $40 million in 2018 to $12 million in 2019.

Modernized the billing team process: invoicing, contracts, batching, rates, credits, debits & rebills, ensuring the disbursement of bills in a more efficient and timely manner while reducing a backlog of 4 months.

Prepared budget reports, in unison with the sales executives and over 600 clients to assure cost-effective decisions.

Provided timely explanations of variances between actual results and forecasting while recommending corrective measures.

Implemented transformative billing and cash process improvements.

Conducted offsite meetings with clients ensuring assistance and resolution to external and internal inquiries and issues while maintaining positive relationships.

Assured staff adherence to proper collection procedures: customer contacts, investigating of circumstances of non-payment, negotiating, conflict resolutions, expediting payments and planned payment agreements.

Extensive knowledge of client billing and receivable portals.

Responsible for updating and implementing Policies & Procedures.

Met AR Operational standards by contributing information to strategic plans and reviews, implementing productivity, enforcing exceptional customer service standards, resolving issues, identifying system problems and enforcing operational goals.

Met AR Financial standards by monitoring expenditures, identifying variances, implementing corrective actions and reporting all findings.

Oversaw the handling of the Aged Trial Balance and 90-day aging reports while projecting cash receipt goals and reporting trends.

Served as lead liaison with the executive team, account directors, IT and operational teams to assure a positive, uniform, division workflow.

Assisted in managing the annual internal audit process.

Recruited, trained, developed, supported, coached and disciplined staff with a strong focus on efficiency, success and customer service.

Staff payroll and time off recording and approval.

Proven ability to successfully run various departments simultaneously, with various priorities, quick turnaround and positive results.

Excellent leadership, multi-level communications (written/verbal), customer service, analytical, negotiating and problem-solving skills.

Personally exhibited a strong commitment to dependability and reliability with multitasking skills.

11/2015 – 09/2016 (Contract) The Princeton Review/Tutor.Com New York, NY

Manager of Accounts Receivable/Collections/Chargebacks

Oversaw the daily operations of the AR team: contracts, billing analysis, cash applications, chargebacks, write-offs, collections, credit plans, financial reports and financial aid approvals.

Staff performance organization: duties development, procedural updates, goal setting objectives and team training.

Oversaw the handling of client inquiries and issues.

Implemented outstanding customer service principals: client issues resolution, dispute analyzation and determination and problems correction.

Analyzed and approved Accounts Payable invoices for payments while reporting expenditures.

Identified opportunities to further develop, advance and simplify the A/R and collections practices.

Managed the handling of the retail/institutional aging reports.

Weekly reporting of invoice totals, aging totals, cash receipts, chargeback status, bank deposits & withdrawals and trend results.

Sales experience with educational courses and products.

Oversaw all collectors and assured proper procedures were being followed from client calls and follow-ups to dispute investigations, non-payment resolutions, negotiations and payment plans.

Oversaw the handling of chargeback issues from initial reporting, to furnishing required documents, follow-up on decisions and posting adjustments on accounts.

Efficient teamwork alongside IT, Accounting and Accounts Payable teams ensuring a positive work structure.

Staff educating, training, scheduling, advising and regulating.

Staff time recording and approval via Empower.

Experienced with efficiently managing several teams concurrently and with various priorities.

Exceptional leadership, client services, investigational and issues resolution skills.

Excellent dedication, communication, organizational, critical thinking and problem-solving abilities.

2/1998 – 11/2015 Jamaica Hospital Medical Center Jamaica, NY

Supervisor (Accounts Receivable/Billing/Collections: Business Office)

Managed the daily operation and efficiency of 10 accounting clerks, comprising the accounts receivable/revenue unit and 7 business clerks comprising the correspondence unit.

Proficient knowledge of the healthcare revenue cycle.

Managed the proper recording and application of funds (cash, checks, 835 remittance files and credit cards) to client accounts and allowance off according to contractual agreements.

Direct the cash application and reconciliation of 6 lockbox accounts.

Government., third party, No Fault, Worker’s Compensation and Self Pay billing and follow-up.

Billing knowledge of ICD-10/CPT codes, HCPCS, Claims Submission, Insurance Verifications, Commercial Contracts.

Supervised the overall functions of the medical billing unit to ensure maximization of cash flow and Accounts Receivable follow-up.

Adhered to all applicable laws and regulations, company policies and procedures including those within the Standards of Business Conduct and employee handbook.

Maintained a working knowledge of all healthcare related issues, managed care trends, reimbursement methodologies, and other factors.

Liaison with the IT, Contract Management, Registration and Physicians Billing department.

Managed the workload of denials, underpayments and unapplied cash reports.

Reviewed historical payments and underpayment reports for reimbursement accuracy.

Oversaw the staff responsible for contract interpretation, payor follow-up, payments auditing and self-pay charity care.

Audited in place procedures to monitor and improve efficiency of billing and collections operations.

Timely review of the Aged Trial Balance and A/R cash receipt reports.

Handled the Bad Debt/External Collections process ensuring that policies were productive and in line with the organizational procedures.

Successful with meeting and surpassing AR and revenue cycle goals.

Excellent project management/team management skills.

Complete Ad Hoc projects that require data mining and AR analysis.

Staff payroll, time scheduling, training, evaluations and disciplining.

Energetic, goal driven personality with a high degree of problem solving.

Well organized and detail oriented with the ability to prioritize and respond to rapid changes with positive results.

Proven ability to run various departments that require quick turnaround and quality output.

Education Hunter College New York, NY

BS in Accounting

Computer Skills Microsoft Excel, Word, Outlook, EPIC, Great Plains, Threshold, Patcom, CST, Salesforce, Paytrace, Paymentech, Plateau, AS400, Concur, Empower, Payve-Amex.

Language Fluent in Spanish

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