Call Center Team Members
Resume:
RENEE M. LOUBEAU
**** ** **** ***** *******, FL *3313
*******.**@*****.***
OBJECTIVE
To further my professional career with a management position in a world class organization. Become associated with a company where I can utilize my skills and gain further experience while enhancing the company’s productivity and reputation.
AREAS OF EXPERTISE
Self-motivated innovator
Conflict resolution
Excellent verbal and written communication skills
Leadership skills
Strong work ethic
Proficient in English and
Creole
PROFESSIONAL EXPERIENCE
MEMORIAL HEALTHCARE SYSTEM-MPG, MIRAMAR, FL March 2022-Present.
COLLECTION SUPERVISOR
Determines, coordinates and supervises daily staffing assignments and levels.
Provides direction, orientation, training, coaching, and mentoring to staff.
Performs or assists with performance evaluations and disciplinary actions.
Ensures staff compliance with departmental and organizational policies, procedures, and protocols.
Assesses quality of services delivered and facilitates staff development programs.
Perform staff responsibilities as needed to meet departmental goals.
Leads the handling and resolution of complex issues and complaints.
Supervises a team of 8 call center agents in a high-volume environment using Talkdesk.
Utilize Talkdesk Live to monitor real time performance metrics including calls volume, wait time, service levels and agents’ status.
Provide weekly and monthly performance reports using Talkdesk Analytics, identifying trends and recommending process improvements.
Implemented data driven scheduling and live monitoring practices leading to a reduction in calls abandonment rate by 3% within one month.
PERFORMANT CORPORATION, SUNRISE, FL (March 2020-February 2022)
HEALTHCARE BILLING RECOVERY SUPERVISOR
●Coach and mentor QA findings
●Conduct monthly spot check to team members workload to identify area(s) of weakness
●Proactively work with team members to ensure 90% or above work performance
●Ensure members are following end of month procedures as it relates to their work
●Conduct Bi-weekly one on one coaching with team members
●Assist with Job Aids and SOPs as needed
●Assist with process questions
●Maintain daily Production Log
●Provide weekly feedback to team members
●Provide weekly feedback to manager
●Review cases escalated to upper management
●Run weekly production report
●Approved adjustments
●Report trends to upper management
●Coordinate overtime
PERFORMANT CORPORATION, SUNRISE, FL (DECEMBER 2018-MARCH 2020)
HEALTHCARE BILLING RECOVERY CASE SPECIALIST
●Review account claim and other documents to verify payment liability
●Initiate applicable action to obtain reimbursement from third party insurance to Medicare
●Evaluate and respond to defenses refuting payment liability
●Initiate activity based upon arrangement with the third-party carrier
●Update patients’ account with clear and accurate information
●Research providers inquiries
●Escalate accounts for nurse case worker review
SHERIDAN HEALTHCORP, PLANTATION, FL (AUGUST 2017- NOVEMBER 2018)
ANESTHESIA REIMBURSEMENT SPECIALIST III
Recommend improvements in insurance processing
Keep manager and/or supervisor abreast of any changes in reimbursement
Train assigned personnel and evaluate performance
Research providers’ inquiries
Research denied and improperly processed claims
Provide daily/weekly status emails of projects
Run weekly and monthly claims reports
Credit & Recharge account
Adjust account balance
Identify accounts pending credits
Identify accounts in need of special handling
Identify accounts pending eligibility issues
Identify issues with claims to ensure accurate processing and payments
Assign daily or weekly projects to collectors
Review accounts pending collections
SHERIDAN HEALTHCORP, PLANTATION, FL (OCTOBER 2016- AUGUST 2017) –
ANESTHESIA REIMBURSEMENT SPECIALIST II
Review and follow up on outstanding Insurance balances
Submit and resubmit HMO & PPO claims
Write appeal letters
File claim appeal procedures
Provide necessary documents to Insurance carrier
Identify accounts in need of special handling
Handle all outgoing & incoming billing related telephone inquiries
Research denied and improperly processed claims
Verify Insurance benefits and eligibility
GASTROENTEROLOGY CONSULTANTS, P.A HOLLYWOOD, FL (JULY 2012- SEPTEMBER 2016) – MEDICAL COLLECTOR
Review and follow up on outstanding Insurance balances
Submit and resubmit HMO, PPO, Medicare & Medicaid claims
Write appeal letters
File claim appeal procedures
Provide necessary documents to Insurance carrier
Identify accounts in need of special handling
Handle all incoming billing related telephone inquiries
Perform administrative duties, such as accounts receivable, etc.
Post insurance payments
Post patient payments
Verify Insurance benefits and eligibility
Transmit claims electronically to clearing house
A1ST CHOICE HEALTHCARE, HOLLYWOOD, FL (NOVEMBER 2011-JULY 2012) –
MEDICAL BILLING/COLLECTION
Pip Insurance filing
File demand letters
File claims appeal procedures
Submit claims online
Verify Insurance benefits and eligibility
Perform administrative duties, such as accounts receivable, etc.
GSR PHYSICIAN’S BILLING, COOPER CITY, FL (OCTOBER 2003 –OCTOBER 2010)
MEDICAL BILLING/COLLECTION
Pip Insurance filing
File demand letters
File claims appeal procedures
Submit or resubmit claims online
Verify insurance eligibility and benefits
Account receivables collections.
FAMILY CHIROPRACTIC CLINIC, NORTH MIAMI BEACH, FL (MARCH 1997-OCTOBER 2003)
CHIRO ASSISTANT/ BILLING & COLLECTION
Schedule patient appointments
File Pip Insurance claims
File HMO, PPO, Medicare & Medicaid claims
File demand letters
File claim appeal letters
Submit medical claims online
Verify insurance benefits and eligibility
Perform administrative duties, such as accounts receivable, etc.
Order supplies
Transcribe and proofread medical reports
OTHER AREAS OF EXPERTISE
HIPAA compliance
Physician’s Current Procedural Terminology
Common Procedure Coding systems (HCPCS)
Proficient with Medical Terminology
EDUCATION
MIAMI DADE COLLEGE M IAMI, FL
ASSOCIATE IN ARTS IN NURSING, APRIL 2005
BACHELOR OF SCIENCE IN SUPERVISION AND MANAGEMENT, APRIL 2025
UNIVERSITY OF PHOENIX, ONLINE
MASTER OF BUSINESS ADMINISTRATION (MBA)
EXPECTED GRADUATION, JULY 2026
TECHNICAL TRAINING AND KEY SKILLS
MICROSOFT EXCEL, WORD AND POWERPOINT
TALKDESK LIVE
REFERENCES
AVAILABLE UPON REQUEST
Contact this candidate