Manager Customer Care

SUSAN PAQUETTE

Castle Rock, CO ***** C: 303-***-**** ***********@*******.***

Summary

Epic Software Analyst with talent for Project Organization and Build Timeliness. Strong knowledge of Healthcare clinical needs and full Revenue Cycle. Communicative and team-oriented. Proven history of fostering projects to meet team, individual and management objectives. Results-focused Healthcare professional with strength in problem solving, research and administrative duties. Proactive leader with strengths in communication and collaboration. Proficient in leveraging my broad base of knowledge to promote successful results. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes.

Skills

Database management

Operational improvement

Process improvement

Administrative support

Project organization

Relationship development

Customer service

Business operations

SQL technology

Communications

Team building

Team management

Revenue metrics analysis

Account monitoring

Clinical personnel support

Audits

Waterfall and Agile methodology

Experience

Dorothy/Comfort Application Analyst 02/2017 to 09/2020 Centura Health Centennial, CO

Built, implemented, tested and supported new applications and modules for the Epic Dorothy/Comfort (Formerly Home Health and Hospice) service line.

Collaborated with team of developers, architects and analysts in delivering technical requirements and testing for implemented functionalities.

Troubleshot malfunctions with systems and programs to pinpoint root cause of issues and restore.

Trained end-users in best practices to minimize errors and protect key data.

Observed staff to study daily tasks regarding information processing and performance to better understand business system needs.

Troubleshot and resolved problems with programs and systems.

Resolute PB Application Analyst 02/2016 to 02/2017 Medix Chicago, IL

Contracted with Centura before being hired as a full-time employee

Coordinated installation of updated computer programs and systems.

Prepared and presented technical proposals for clients. built, tested and supported new applications and modules for Community Connect service line.

Collaborated with team of developers, architects and analysts in delivering technical requirements and testing for implemented functionalities.

Home Health Biller 04/2015 to 02/2016 Angel's Care Home Health Aurora, CO

Updated all patient and insurance data regularly and carefully inputted changes into company's computer system.

Checked documentation for appropriate coding, catching errors and making revisions.

Handled billing related activities focused on medical specialties.

Retained strong medical terminology understanding in effort to better comprehend procedures.

Followed specific security rules and guidelines to protect sensitive data, including patient medical records and payment card information.

Patient Account Manager 10/2013 to 03/2015 Denver Visiting Nurse Assoc Denver, CO

Managed a staff of 9-13 employees and responsible for the full revenue cycle

Interim HIM Manager responsible for all required regulatory documentation

Handled past due accounts, including collections and status reports.

Developed strong professional rapport with vendors and clients.

Managed all payments processing, invoicing and collections tasks.

Compiled financial data for and drafted billing reports to inform stakeholders.

Improved operations by working with team members and customers to find workable solutions.

Created agendas and communication materials for team meetings.

Accounts Receivable Manager 04/2012 to 09/2013 The Denver Hospice Denver, CO

Evaluated employee job performance and motivated staff to improve productivity.

Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.

Conducted quarterly and annual performance evaluations of office staff to monitor progress and productivity and recommend promotions, corrective or disciplinary actions.

Generated financial statements and reports detailing accounts receivable status.

Senior Manager 06/2011 to 03/2012 Orion Western Skies Billing Highlands Ranch, CO

Evaluated reports from front-line managers to make managerial key decisions.

Resolved problems proactively and decisively, applying business acumen and sound judgment.

Automated office operations, managing client correspondence, record tracking and data communications in database and case management software.

Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all administrative support staff.

Coordinated office activities and operations to secure efficiency and compliance with company policies.

Reimbursement Manager 03/2002 to 05/2011 Amerita Inc. (formerly Chartwell Rocky Mountain) Centennial, CO

Provided personnel development by holding weekly staff meetings and team building activities.

Adhered to corporate confidentiality guidelines and federal regulations in protecting patient data.

Streamlined the department's workflows by assessing the billing and collections processes and making appropriate changes.

Created agendas and communication materials for team meetings.

Improved operations by working with team members and customers to find workable solutions.

Education

Bachelor of Arts: Psychology12/1995 Metropolitan State University of Denver, CO

Certifications

Epic Certifications:

Resolute Professional Billing Administrations. (issued Jun 2016)

Resolute PB Electronic Remittance. (issued Aug 2016)

Resolute PB Claims Administration. (issued Aug 2016)

EpicCare Home Health Administration. (issued May 2017)

EpicCare Hospice Administration. (issued May 2017)

Several Epic Badges from 2016-2020

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