JAMES RHODES
adboe3@r.postjobfree.com
**** *********** ****** ***** ****** OH 44720
(C) 330-***-**** (H) 330-***-****
Specific strengths include:
Change Management / Employee Development / Critical Thinking Skills / Coaching & Training
EXPERIENCE
ALLIANCE HEALTHCARE SERVICES, Canton, OH November 2014 to Present
Supervisor / Quality Auditor - Medical Billing & Collections
Manage a team of eight collectors in healthcare claim denial follow-up.
Improved claim recovery rates by 20% through process change and work redistribution.
Identified and hired seven FTE’s to replace vacated positions resulting in improved department efficiency and
productivity.
Created performance standards for monthly and annual reviews.
Successfully worked with internal business partners to develop a process for obtaining retro authorizations when Payer approval for scans are not acquired prior to scan. This resulted in increased revenue with successful Appeals and Re-Bills.
Improved call abandon rate by 50% and caller hold time by 20% through phone staffing re-alignment.
JP MORGAN CHASE (Bank One), Akron, OH (Laid Off) 1995 – 2014
Manager, Collections May 1998 – September 2014
Responsible for assuring that the Customer Experience exceeds industry standards whether that experience is delivered
locally, regionally or offshore. Manage two Call Centers with ~ 18 Account Representatives handling both cradle to
grave accounts and twenty day delinquency to charge off. Manage the repossession process across these centers.
Successfully led teams across multiple Midwest locations in the collection process of an automotive portfolio exceeding $300M. Consistently ranked in the top 5% among forty one offices in losses and delinquency.
Member of a standing committee to evaluate and improve on scripting tools. Verbatim scripts were read for payment extensions, payments taken over the phone, due date changes, etc.
SME (subject matter expert) in QC (quality control) Operational Risk issues.
Consistently rank top 10% when comparing KPI’s (Key Performance Indicators) across 40 call centers in customer surveys, internal audits, quality and regulatory reviews.
Increased employee morale through effective coaching, training and leadership that resulted in a 90% retention rate over 15 years.
Recognized for award winning quality and service while achieving 20% higher volume without adding FTE (full time employees) through effective Change Management techniques.
My staff scored an average of 98% on internal audits.
Effectively utilized Ad Hock reporting to formulate strategy to reduce losses and delinquency.
Reconciled customer disputes and payment posting issues to a 99% customer satisfaction rate.
Reviewed regulation updates and evaluated operational risk. Implemented department training to ensure compliance standards are met.
Tested monthly to verify representative compliance of controls in place.
Achieved a yearly average 2.4% delinquency rate for a Sub-Prime automotive portfolio exceeding 10,500 loans.
Litigation Specialist, Akron, OH, February 1997 – May 1998
Worked with attorneys and customers to collect on mortgage and auto loans. Evaluated risk and filed for replevin and
foreclosure. Coordinated with property companies to secure homes & repossession companies to secure cars.
JAMES RHODES
Page 2
Equity Collector, Columbus OH, April 1995 – February 1997
Collected on equity lines of credit. Coordinated with vendors to represent the Bank contacting past due home owners.
Evaluated risk to the Bank and referred accounts to foreclosure when necessary.
BROADVIEW MORTGAGE, Columbus, OH 1993-1995
Mortgage Loan Collector
Collected on FHA, VA, and Conventional mortgage loans from early through late stage delinquency including foreclosure
and bankruptcy. Coordinated cleaning & securing of properties, winterized, and placed on grass cut to comply with HUD
and PMI requirements. Responsible for HUD and PMI reporting requirements to prevent payment claim deductions.
Picway Shoes, Columbus, OH 1991-1993
Assistant Store Manager
Supervised one to two associates per shift. Ran cash register. Prevented Shrink. Responsible for compliance of company
regulation and product display. Complete end of day balancing and bank drop. Responsible for overall store appearance
and customer experience.
TECHNICAL SKILLS
MS Office, Word, Excel, PowerPoint, Outlook, MS Communicator (IM) & Lotus Notes
Company systems; LexisNexis, Customer Assist, and Oracle and web-based tracking tools
EDUCATION / TRAINING
Bachelor of Arts, Political Science and History Muskingum College, New Concord, OH
Training; Complaint Overview, Anti Money Laundering, Anti-Corruption, Fact Act, Leadership, & Customer Service