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Accounts Receivable Customer Service

Jacksonville, FL
October 01, 2023

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Gerald Keith Thompson

Hilliard, FL 904-***-****

Strategic thinker with a big picture mindset, exceptional experience as a Director within the healthcare industry, and the capacity to energize a team of professionals by creating a resilient and innovative team culture.

Qualifications Summary

Visionary professional with the ability to develop an organization’s business strategy and mission; skilled in implementing corrective practices to align personnel with company performance/goals; valuable experience managing front-end processing to Accounts Receivable of Emergency Medicine billing in promoting Customer Success. Solid experience with Key Performance Indicators (KPI). Responsible for P & L.

Collaborative team-player with high emotional intelligence and strategic planning to mentor, train, and develop teammates for career progression, performance improvement and recognition purposes.

Exceptional communicator and change agent with a sharp power of observation, able to lead and oversee corporate operations including centralized client services, implementation services and client onboarding.

Authentic and relatable individual with experience managing over 250 direct and indirect reports; skilled in supporting safety programs and OSHA compliance to ensure a safe work environment.

Engaging individual with a dynamic growth mindset, strong management and people skills, and technical knowledge; highly skilled in people management, operational enhancement, business planning, and financial analysis for improved organizational innovation, growth, and optimal margin attainment.

A highly effective strategist with the capacity to use creativity to determine the best course of action for the organization through use of skills/solutions that transfer across multiple industries and positions.

Career Experience

Humana, Inc. (Remote) Jacksonville, FL

Service Alignment Manager 2016 to 2023

Established solid foundation for success by ensuring issue resolution regarding provider complaints across several regions in direct partnership and collaboration with market offices and Humana’s operational areas for all product lines. Demonstrated leadership, strategic planning, and communication skills by ensuring operational issues were addressed in partnership with senior leadership in the market office. The primary goal was continuous process improvement in a fast paced environment.

Selected Contributions:

Facilitated 25% reduction in reprocessing efforts within six months by collaborating with internal teams to reduce overall reprocessing of claims; assisted in linking correct internal sources with providers.

Led and implemented a company-wide project in which internal sources were attached to each provider throughout the country, this strategy enabled internal teams and individuals to make valuable connections via new software applications in order to optimize the process. Worked in collaboration with all local market offices to design the process.

Excelled as final step with responsibility for resolving challenging provider issues via business analysis. Creating a ROI of $13 million in the first 90 days for key accounts enterprise wide.

Five years of SaaS experience.

Humana, Inc. (Remote) Jacksonville, FL

Market Management Consultant 2012 to 2016

Employed refined relationship-building skills and collaborative mindset to successfully build relationships for a Provider Service Relations team while working directly with Market offices in Florida, Puerto Rico, and physician / hospital organization.

Selected Contributions:

Generated energy and stability by improving claims processing external billing practices in partnership with physician and hospital organizations.

Increased personal and professional effectiveness by consulting with key providers to understand challenging issues.

Leveraged experience and functional knowledge to successfully address local markets’ requirements; determined how to best resolve conflicts, which arose within physician / hospital organizations.

Humana, Inc. Jacksonville, FL

Provider Account Service Executive 2008 to 2012

Created and maintained relationship management for Provider Service Relations team while partnering with market offices in Florida, Puerto Rico, and physician / hospital organizations. Demonstrated strong leadership and foresight by improving claims processing and external billing practices of the company.

Selected Contributions:

Maximized productivity and provided vital structure while overseeing overall team’s daily work through two business consultants with responsibility for managing individual teams (40 Associates).

Reduced departmental turnaround time from 45 to 30 days by providing quality guidance and leadership.

Delivered key contributions by ensuring the team promptly managed and resolved escalated issues.

Humana, Inc. Jacksonville, FL

Managed Services Organization (MSO) Manager, Ancillary Contractor Medicare Segment 2006 to 2008

Harmonized operations by partnering with Managed Service Organizations to assist with company’s processes.

Selected Contributions:

Ensured quality execution by reviewing Managed Service Organization financial data to identify and resolve areas of financial losses.

Rapidly excelled within position by negotiating appropriate Medicare rates with physician and ancillary providers.

Humana, Inc. Jacksonville, FL

Business Consultant/Project Management Professional (PMP) 2005 to 2006

Managed multiple projects from beginning to end. Consulted with internal and external business partners to create needed process documentation to assist in prioritization and interpreting business requirements.

Selected Contributions:

Developed schedules and plans, coordinated / managed resources to implement improved business processes to take advantage of system functionality and increase efficiency of business operations.

PER-SE’ Technologies Jacksonville, FL

Director of Operations 2003 to 2005

Managed entire process from front-end processing to accounts receivable of emergency medicine billing. Managed a staff of 250+ direct and indirect reports. Managed all aspects of multimillion-dollar budget for the Jacksonville facility.

Selected Contributions:

Reorganized workflows in multiple departments to create more efficient processes.

Organized a complete company move from one location to another.

Created cross functional teams to support backlogs.

Responsible for P & L

Humana, Inc. Jacksonville, FL

Director of Operations, Provider Affairs 2000 to 2003

Led 4 departments consisting of over 60 direct and indirect reports -- 2 in Jacksonville, 1 in San Antonio, and 1 in Louisville. Managed overall integrity of the participating provider contracts for the southeast region loaded in the Claims Administration System. Responsible for all budgeting and expenses for the 4 departments.

Selected Contributions:

Maintained overall integrity of non-participating providers nationally in the Claims Administration System.

Mentored and developed management team to ensure quality customer service was provided and workload was evenly distributed. This was accomplished by constant communication and collaboration with the team.

Demonstrated business process reengineering and systematic problem-solving to ensure all processes were outlined and identified improvements where needed.

Engineered multiple new processes to create a better provider experience.

Responsible for P & L


Humana Internal Training: Effective Collaboration Proactive Leadership Crucial Conversations Emotional Intelligence Five Pillars of a Team Managing with Impact

High School Diploma

West Nassau High School, Callahan, FL

Technical and Professional Proficiencies

Microsoft Office Suite Project Management Change Management Systematic Problem Solving Conflict Resolution Market Management Business Process Reengineering Process Development Physician Financial Analysis Budget Analysis

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