Customer Care & Billing Specialist with Financial Expertise

**/**** - **/**** ******** Care Expert

Select Portfolio Servicing Inc, Jacksonville, FL

Handled customer calls efficiently and effectively, while providing exceptional customer service

Accurately and promptly executed transactions, such as billing inquiries and account changes.

Identified customer needs through in-depth probing. Solved customer problems using swift, sound judgments based on the facts of each situation.

Resolved account delinquency by collecting past due payments as needed. Communicated loss mitigation options and decisions to customers. Obtained complete and accurate documentation from customers and approved third parties.

Managed daily workflow within prescribed timeline and quality metrics, if assigned a loan population.

Completed affirmations prior to proceeding to foreclosure if assigned a loan population.

09/2021 - 04/2023 Billing Specialist/ Collection Specialist Hickory Transportation Services, Jacksonville, FL

Verified accuracy of billing data and revise any errors. Resolved discrepancies in accounting records related occupations Prepared itemized statements, bills, or invoices and record amounts due for items purchased or services rendered.

Handled all vendor's correspondence via phone or email Prepared non-inventory purchase order requisitions Investigated and resolved problems associated with processing of invoices and purchase orders

ANNIE HOLLAND

2112 NE 3rd Ave, Gainesville, FL 32641

Phone: 904-***-****

Email: ****************@*****.***

Objective

Experienced accountant with a decade in general accounting and five years navigating the complexities of healthcare insurance backend systems, looking to leverage analytical and process-improvement skills to enhance financial accuracy and operational efficiency. Ability Summary

Underwriting

Account/Management

Data Analysis/Research

Accounts Receivable/Payable

Collections/Billing

Coding (ICD-9, ICD-10, CPT, and HCPCS)

Software (EMR, IDX, Medcin, Athena, Cerner, Salesforce, Debit tool, Medisoft, GRX) Intercontinental Exchange (ICE)

Select CE

IPAY

VLOOKUP

Customer Service

Select DOCS

Finesse

Employment History

Prepared batch check runs, wire transfers, and ACH transactions Assisted with the processing of month end accruals for monthly financial reports and monthly closings

Created, maintained and distributed daily, weekly, and monthly reports in Excel

Input data into accounting system

Processed over 300+ invoices that are valued at over $4 million over the course of two years

09/2020 - 06/2021 Debit Specialist

TD Bank, Jacksonville, FL

Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.

Advise customers of necessary actions and strategies for debt repayment.

Arrange for debt repayment or establish repayment schedules, based on customers' financial situations

09/2019 - 12/2019 Regional billing and Accounting (Analyst) Allstate, Jacksonville, FL

Performed day to day financial transactions including verifying, classifying, computing, posting and recording accounts receivables data Provided support and services for employers, brokers and regional offices for processes related to billing, payments, and account management. Research, analyze and respond to customer requests, both verbal and written, including reallocation of premiums, policy changes, discrepancies, refunds and billing issues

Resolved policy discrepancies; prepared and communicated reconciliation reports to employers

Audited Account payment and coverage payments to ensure accuracy Worked with multiple administration and billing systems to track the flow of funds and ensure proper distribution

Provided support to other groups in the regional billing and account department, claims department, and new business department and performed other general administrative duties

Ensured the accuracy of the organization's financial results via researching and analyzing data

09/2018 - 09/2019 Auto Leasing Billing Processor

Radius Global Solutions, Jacksonville, FL

Persuade customers to pay amounts due on credit accounts, damage claims, or nonpayable checks, or to return merchandise. Trace delinquent customers to new addresses by inquiring at post offices, telephone companies, credit bureaus, or through the questioning of neighbors.

Advise customers of necessary actions and strategies for debt repayment. 04/2017 - 04/2018 Precertificaton Specialist

Kavaliro Staffing- Mayo Clinic, Jacksonville, FL

Verified patient eligibility to ensure reimbursement for services rendered Maintained sufficient knowledge of insurance regulations and charges Provided excellent customer service and patient satisfaction Used of all other available on-line and manual system to obtain authorization and pre-certification

Adhered to Mayo Clinic rules, regulations, policy and procedures to verbal communication, written communication and documenting patients accounts 09/2016 - 04/2017 Medical Underwriting Analyst

US Tech Solutions, Jacksonville, FL

Analyzed information in insurance applications the risk of insuring a client Screened applicants on the basis of set criteria Evaluate recommendations from underwriting software Contact field representatives, medical personnel, and others to obtain further information Decide whether to offer insurance Determined appropriate premiums and amounts of coverage 01/2014 - 06/2016 Prior Authorization Specialist

C S I Companies- St. Vincent Hospital, Jacksonville, FL Contacted insurance carriers to verify patient's insurance eligibility benefits and requirements.

Requested, tracked, and obtained pre-authorization from insurance carriers within time allotted for medical services.

Requested, followed-up and secured prior- authorizations prior to services being performed.

Worked in collaboration with the medical sites to obtain any additional clinical documentation that can be forwarded to insurance carrier Provided direct support to Referral Coordinators.

Maintained a level of productivity suitable for the department. 06/2014 - 09/2014 Front Desk Receptionist/Billing Specialist(Interns AP Psychiatric & Counseling Services Inc, Jacksonville, FL

• Responsible for taking messages, scheduling, canceling, and rescheduling patient appointments for 6 providers.

• Responsible for verifying insurance for patients.

• Responsible for filing and retrieving medical records and delivering to appropriate providers.

• Responsible for collecting copay's, deductibles, and credit card authorizations.

• Responsible for entering charges, payments, and balancing the daily monetary activities to close out day.

06/2011 - 02/2013 Dispatcher/Receptionist

Marshall Express Trucking, Jacksonville, FL

• Assisted drivers with load information.

• Responsible for assuring drivers completed mileage logs correctly.

• Responsible for following up with payments not received from companies.

• Provided exceptional customer service to potential job candidates and customers. 07/2009 - 05/2011 Driver/Caterer

Chardonnay's Catering, Jacksonville, FL

• Adhered to all local, state, and federal health and civil code regulations.

• Coordinated orders with the catering clerk.

• Controlled department expenses and utilize energy conservation practices.

• Handled damaged and spoiled products according to company policy and assist in controlling the level of damaged goods.

• Performed other duties as assigned.

• Greeted all customers in establishment and provide them with prompt and highly friendly, courteous service or assistance.

• Drove to and from customer event locations, assisted in setting up scheduled event, maintained cleanliness and maintenance records of company vehicle. 08/2007 - 06/2009 Front Desk Receptionist

Motel 6, Jacksonville, FL

• Responsible for check in and out services to hotel guests.

• Ensured that charges are accurately posted to guest rooms, credit cards were verified and assigned bank (cash drawer) balances at the end of the shift while ensuring all cash handling procedures are followed.

• Responsible for maintaining guest privacy and ensuring guest security with respect to company policy.

• Answered front desk telephone, directed calls as needed.

• Worked to quickly resolve guest issue, questions, or concerns, escalating as appropriate.

10/2005 - 08/2007 Account Representative

Convergy's Communications Inc, Jacksonville, FL

Received incoming calls from customers and prepared accounts for payments, adjustments related to corrections, inquires, and answered questions on account status/reviews, completion of weekly reports for management review and ongoing customer service as needed. 03/2004 - 06/2005 Waitress/Hostess

Tony Romas, Jacksonville, FL

Provided exceptional customer service.

Monitored open sections in the restaurant for tables that needed to be cleaned and that were available.

Estimated waiting times and monitored the waiting list. Answered telephones and accommodated large parties. 01/1998 - 04/2001 Customer Service Representative/Account Associate PRC, Jacksonville, FL

Maintained active accounts for posting payments, accounts review/adjustments, answered inquiries related to account information, data entry/clerical functions, and ongoing documentation as required completed expected daily assignments.

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