Registration Specialist Customer Service
Resume:
REBECCA A. FELTS
Corsicana, Texas 75110
**********@*****.***
SUMMARY
A dedicated and highly accomplished professional, with experience in medical o ce management, retail banking and treasury management operations, products and services, project management, process improvement, branch management, performance management, regulatory compliance and team leadership. Recognized as a strong subject matter expert for supported processes and applications. Collaborates e ectively with all levels within an organization. Excels as a results-oriented and friendly escalation point for problem resolution with internal and external customers to gain mutually beneficial resolutions.
EXPERIENCE
FAMILY URGENT CARE, Frisco, Texas
Registration Specialist, October, 2015 – March, 2019 Greet patients, answer all phone calls and route or handle appropriately. Communicate e ectively with patients and providers. Accurately schedule, check in, document patient demographics and discharge patients. Verify patient insurance, collect and process copay payments made by cash, check or debit/credit cards including obtaining card authorizations. Accurately balance at the end of the business day and prepare bank deposits. File, scan and retrieve medical records and patient documentation appropriately. Assist with other administrative and customer services duties as assigned.
BAYLOR REHAB, Richardson, Texas
Patient Services Specialist, June, 2014- September, 2015 Scheduled patients for physical therapy and establish accounts in Therapy Source and RT. Build patient charts according to established procedures. Verify insurance, accept payments, and submit corrections to billing o ce for therapist billing note errors. Interact professionally and build positive relationships with patients, clinic management, therapists, referring physicians and their sta on a daily basis. Answer phones, order all o ce and clinical supplies, request facility maintenance. Prepare opening and closing reports on a daily and weekly basis. PENSON FINANCIAL SERVICES, INC., Dallas, Texas
Vice President, Banking Services, 2000-2012
Managed up to 17 direct and indirect reports. Oversaw outsourced departmental functions to third-party vendor. Analyzed departmental procedures to ensure integrity of processes and workflows. Ensured timely and accurate processing of new account applications, account maintenance requests, ACH requests, incoming customer wires, outgoing wire requests, customer deposits and check requests. Interacted with C-level executives regarding banking activities. Held responsibility for the banking team's professional, courteous and quality customer service. Ensured adherence to departmental budget. Oversaw hiring, firing, motivation, counseling, performance reviews, raises and bonuses of all assigned employees.
● Served as team lead for conversion effort of core banking applications from Sungard to Broadridge.
● Proven record of successful departmental audits, consistently achieving ratings of “Good” or better.
● Consistently managed department with lowest turnover in firm.
● Oversaw and served as subject matter expert for the following banking functions and projects: o Successfully implemented an FDIC product.
o Interface for customer direct back o ce transaction requests. o Back-o ce interface for internal users to e ciently process banking transactions. o Design and implementation of ACH user interface product. o Implementation and design of Remote Deposit Capture. o Design and implementation of Automated Wire Transfer Processing, including approval workflows. o Automated Check Disbursement Processing, including approval workflows. BANK ONE, Dallas, Texas
Vice President, Manager, ATM Rapid Cash Department, 1999-2000 Oversaw daily and monthly reconciliations of ATM Rapid Cash accounts. Directed research on exception and aged items on all ATM rapid cash account reconciliations. Analyzed reconciliation procedures to ensure integrity of departmental processes and workflows. Managed 7 direct reports, including 5 exempt-level supervisors and 2 exempt-level business analysts, as well as 27 non-exempt level analysts. Held ultimate responsibility for hiring, firing, motivation, counseling, performance reviews, raises and bonuses of all assigned employees.
● Reorganized ATM Rapid Cash Department from two units into one consolidated unit.
● Implemented revised vendor claim process that significantly improved quality of claims and reduced time required in preparation of vendor claims by 2 days per claim.
Cont.
BANK ONE, Dallas, Texas Vice President, Manager, ATM Rapid Cash Department, 1999-2000
● Improved vendor communication and vendor-client relationships.
● Enhanced reporting statistics to eliminate any items in ATM rapid cash accounts in excess of charge-off standard and few items aged beyond clearing standard.
ADDITIONAL EXPERIENCE
Assistant Vice President, Manager, Deposit Accounting Department, 1995-1998. Monitored and reviewed internal bank account reconciliations for compliance and corporate policies. Analyzed reconciliation procedures to ensure integrity of departmental processes and workflows. Managed $2,000,000 budget. Assistant Vice President, Manager, O ce Automation, 1987-1995. Provided first-line end-user support for teller and new account platform systems, including system training, system documentation, system implementation and project management, as well as system inventory control.
Manager, Lobby Services, Texas/LBJ Branch, 1986-1987. Managed all aspects of teller and new accounts operations, wire transfer functions, accounts payable functions, mailroom and facilities. FIRST NATIONAL BANK OF DALLAS, Dallas, Texas, Consumer Teller, 1980-1987. Accepted customer deposits. Cashed customer checks. Redeemed Savings Bonds.
RICHARDSON SAVINGS & LOAN, Dallas, Texas, New Accounts Representative, 1977-1980. Opened new savings and CD accounts for customers. Accepted customer deposits. Cashed customer checks. FIRST CITY BANK, Dallas, Texas, Commercial Vault Teller, 1972-1977. Processed commercial customer deposits. Processed cash transfers to and from the Federal Reserve.
AMERICAN NATIONAL BANK, Chattanooga, Tennessee, Proof Operator, 1971-1972. Performed MICR-encoding and balanced consumer and commercial deposits. Balanced branch cash letters. PROFESSIONAL DEVELOPMENT Bank Operations Institute, Uniform Bank Performance Report Exercise SMU Cox School of Business Management, First-Line and Mid-Management Programs
References available upon request
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