Customer Service Project Manager
Resume:
Caseda S. Moore
Louisville, KY 40291
Objective: A position where my existing skills in the areas of administration and customer service and management that can be utilized by a progressive and innovative company.
Career Profile
Accumulated over 20 years of experience in providing customer service and management in various fields, including collections, finance, HR, training and coaching
Combines with strong planning, organizational and communications skills with the ability to research and resolve customer issues and following up with upper management
Experience:
Cotiviti Healthcare
Senior Collection Specialist Louisville, KY
4/2013 to Present
Prepares collection letters in accordance with policy and ensure they are sent out to providers within established guidelines
Follows established policies and procedures to collect identified claims which includes contacting the providers to verify receipt of the claims and to obtain the status of any outstanding claims
Responsible for responding to correspondence, requesting additional information from providers, about Medicare, Medicaid, preparing documents, and other administrative tasks
Investigates claim disputes as required. Identifies issues timely and escalates to appropriate parties
Utilizes with increasing responsibilities Proprietary reporting, various Management Information Systems (MIS) required to perform duties in ONXT / the Citrix Access Gateway
Maintains productivity goals and standards set by the department. Insures all department rules and processes are followed. Alerts manager of system issues or other issues impacting productivity
Created a training manual for the collections team and trained all collection new hires.
Employment Source
Project Manager for Employment Source Louisville, KY
9/2009 to 4/2013
Maintain a personnel structure to accomplish goals in an effective and efficient manner
Interview and Hiring applicants for employment as Switchboard Operators on the ACD line
Plan and coordinate work, train and motivate, monitor and evaluate performance of Switchboard Operators; ensure their ability to safely operate the switchboard, copying equipment and other related machines; Counsel, record, and discipline as necessary
Assign employees to specific duties, experience working with individuals with disabilities
Overseen operations of the VA Switchboard and meeting of contractual obligations and other items as necessary
Make sure that all employees are trained in customer service, research procedures for locator services and emergency codes
Execute departmental records and reports in a timely manner as required by operations, rehabilitation, and human resources departments as well as the contractor
Knowledgeable of HRIS and Time and Attendance solutions
Interface with customers on a regular basis to solve issues that arise
Assign employees to appropriate jobs and implement rehabilitation plans of assigned employees
Participate in Interdisciplinary team process, meetings pertaining to employee goals, and objectives
The Rawlings Company Louisville, KY
Team Manager 10/2004 to 5/2009
Ensure federal and state laws are followed at all times
Provides the Facility manager with daily feedback regarding production levels and reviews staff production on a daily basis to ensure that set targets are achieved
Reports key indicators to corporate office as directed.
Audits accounts for quality and training
Provide resource feedback and direction to staff to have account adjudicated as quickly as possible
Constant focus on urgency and immediate resolution on all accounts.
Understands the legal representation process and ability to train such to staff
Called providers offices on overpayments that should have been paid by another insurance carriers or Medicare.
Updated Medicare system when required. Work on special projects with the Director of Auditing Department Manager.
Facilitator for involved parties of our clients’ legal rights, via verbal and written communication
Responsible for all daily operations on spread sheets. Manage a group of 28 employees
Charter Communications Louisville, KY
Sale Representative 1/2004 to 10/2004
Answered inbound sales calls to set up a cable services for customers.
Handle billing and tech support questions.
Education:
Campbellsville University Louisville, KY
Business Administration/Management 2001-2004
Notary Public
References: Available upon request
Contact this candidate