Accounts Receivable Customer Service

Tracy Miller

Crown Point, IN ***** 219-***-**** *.*********@*****.***

Objective

Expert in healthcare revenue cycle management with a track record of optimizing accounts receivable and billing operations. Demonstrated ability to multitask while maintaining high attention to detail. Recognized for exceptional customer service and fostering team collaboration, resulting in improved operational performance. Experienced in both remote and in-office work environments.

Skills

Call center operations

Insurance billing and collections

Accounts receivable management

Cash application processes

Staff training and development

Analytical thinking

Team leadership skills

Complex problem solving

Documentation and recordkeeping

HIPAA compliance expertise

Remote office capability

Experience

EARLY OUT AND COLLECTION SUPERVISOR 08/2013 - Current Horizon Healthcare RCM - Crown Point, IN

Implemented daily outbound call initiatives for all clients to boost engagement. Assessed customer service representatives' call handling for adherence to HIPAA and FDCPA regulations. Conducted monthly audits to evaluate representative performance and identify improvement areas. Provided constructive feedback to enhance staff skills and drive professional growth. Utilized software tools to systematically track and manage collection accounts. Mentored staff to boost overall performance and manage challenges successfully. Tackled escalated calls, promptly rectifying challenging customer situations Acted as client liaison, enhancing communication between parties. Researched customer disputes and complaints related to collections activities and took corrective actions as needed.

Assisted in training new employees on proper collection techniques, policies, and procedures. INSURANCE RECOVERY SPECIALIST 11/2011 - 08/2013

Horizon Healthcare RCM - Crown Point, IN

Facilitated accurate billing of medical claims for inpatient, outpatient, and professional services. Maintained updated records of all client interactions and recoveries. Performed follow-up on insurance claims to expedite resolutions. Navigated insurance appeals to maximize reimbursement outcomes. Managed self-pay accounts to ensure prompt payment collection. Executed balance-billing processes for patients with outstanding balances. Provided training for new hires, emphasizing key billing protocols. Responded to patient inquiries regarding billing and claims effectively. ASSISTANT MANAGER PRE-COLLECTION DEPARTMENT 08/1999 - 09/2011 Trustmark Recovery Service, Inc. - Munster, IN

Formulated and launched comprehensive training manuals for insurance follow-up aligned with client policies. Executed hiring, interviewing, and staff termination processes to optimize team performance. Evaluated staff performance against production and quality metrics to identify improvement areas. Supported staff in job responsibilities while managing escalated patient phone calls efficiently. Reported analytical data to clients, enhancing informed decision-making processes. Prepared monthly client invoices, ensuring timely and accurate billing. Maintained accounts receivable database while managing staff work queues effectively. Established Self Pay call center to facilitate streamlined inbound and outbound communications. Education

Munster High School - Munster, Indiana High School Diploma

Contact this candidate