Customer Service Revenue Cycle

Andrea Stacey Townsend

Fort Worth, TX ***** 309-***-**** **************@*****.***

Professional Summary

Experienced and results-oriented operations leader with over a decade of expertise in customer service management, healthcare administration, and revenue cycle operations. Adept at streamlining workflows, developing high-performing teams, and implementing strategies that drive efficiency and customer satisfaction. I am known for strong communication, analytical thinking, and the ability to collaborate with cross-functional teams to achieve operational goals. Highly skilled in compliance with healthcare regulations, data-driven decision-making, and managing projects from inception to completion.

Technical Skills

Microsoft Office Suite, QuickBooks, Epic, Citrix, PeopleSoft, CRM. Expertise in revenue cycle management, HIPAA, ERISA, ICD-10-CM, HRIS, payroll, and analytics. Certified Six Sigma Green Belt with hands-on experience in Smartsheet, data reporting, and compliance tracking.

Education

Concordia University – Chicago

Bachelor of Business Management, Associate Degree in Healthcare Administration, 2010

Continuing education in QuickBooks Pro, Employment Law, Conflict Resolution, and Facilities Management.

Professional Experience

Ameren – Peoria, IL

Customer Service Supervisor Present

Lead and manage a high-performing customer service team responsible for resolving service-related issues, coordinating utility start/stop requests, and managing outage communications. Oversee emergency response and dispatch activities while ensuring compliance with company policies and regulatory standards. Develop and refine customer service procedures, analyze performance metrics, and prepare reports to identify improvement opportunities. Implement customer engagement programs such as budget billing, preferred due dates, and automated payment options to enhance customer satisfaction and retention. Collaborate with cross-departmental teams to streamline service operations, train staff on new systems and processes, and maintain a high level of operational efficiency.

Integrated Medical Partners – East Peoria, IL

Marketing Representative / Accounts Manager 2014 – 2019

Directed revenue cycle operations, monitoring KPIs, reducing claim resolution times, and improving billing accuracy across multiple healthcare accounts. Supervised international billing teams to maintain high-quality service and timely processing, while coordinating with internal departments to achieve operational targets. Leveraged analytics and Excel pivot tables to generate reports and track performance trends. Provided critical support for grants and quality initiatives, ensuring compliance with HIPAA and regulatory requirements. Organized leadership schedules, prepared expense reports, and managed cross-functional communications to maintain project alignment. Played a key role in training and onboarding staff, developing SOPs, and supporting process improvements to optimize efficiency.

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