Billing Ops & Client Services Specialist

Linda Wilcots

BILLING OPS ANALYST/CLIENT SERVICE REP/ORDER ADMINSTATOR

Cedar Hill, TX 214-***-**** ******@*****.***

Objective

To acquire a position in an innovative department and utilize my more than twelve years of customer service sales experience as well as billing operations and system conversions with a variety of complex clerical, accounting, and regulatory functions for billing discrepancies, including tariff and contract interpretation, verification of invoices, maintenance of third-party billing records, resolving a variety of issues.

Skills and Systems

Operate Xerox 4112 printer, Pitney Boise insertion machine DI600 and Pitney Boise mail meter 800.

Fraud Prevention, Billing Analyst, Bill Verification-Revenue Assurance, Billing Specialist, Collections, Regulatory Tariffs, Trainer/Mentor

Snooper (switch control), ODIE, CTN, ICCID, IMSDN, IMSI, Map Tool, CARE, Clarify, BORG Telegence, DPI, AS400, SAP, FLEX, Sales Force,

CarelonRX Pharmacy

Pharmacy Care Associate 11/2023-05/2024

Received incoming and placed outgoing calls.

Verified member demographics and updated as needed.

Assisted members, providers, insurance companies, and internal departments.

Checked prescription status and placed refill orders for members.

Notified provider’s office if new prescription was needed.

Provided shipping and delivery information.

Consult with other departments to resolve issues.

Processed members payments and updated payment methods

Created follow-up cases, call back requests, and escalation cases.

Conifer Health Solutions

Patient Services Center Rep 1 04/2019-08/2019

Answered incoming calls and made outbound calls to patients.

Pre-registered patients for their upcoming appointments; completed pre-certification.

Verify demographic information and updated systems, as necessary.

Collected payment and emailed receipt to patient.

Verified patient insurance information and liability.

Completed patient financial clearance process: including educating patients on liability and

collected of patients’ liabilities / out of pocket amount due.

BSN Sport via Pride Staff

Accounts Receivable / MTS Department 06/2017-02/2018

Download MTS payment report, reconcile, process fundraiser credits.

Processed CSR notification emails and the refund and credit request sent from Sales’s Pro.

Processed 3.0 FBL5N Balances and notated accounts, worked CSR notifications and refunds.

AmerisourceBergen

Customer Care Representative II 11/2015-02/2017

Customer’s first point of contact; answer incoming calls.

Verify account and contact via Salesforce and customer’s eligibility to order medications.

Work ABC company email queue.

Create cases, add contacts, and send formatted emails to customers and internal departments.

via Salesforce.

Document customers concern and resolve complaints.

Place customer orders, alt-serv orders, drop ship orders, and emergency orders.

Requests and cancel, change, or update customer orders in SAP.

Enter authorization request and claim request in SAP.

Locate invoices, credit memos, and return documents and email or fax copies to the customer.

Provide product information and replenishment dates using SAP.

Worked National and Specialty Accounts

BCP member, emergency work from group, contingency plan group

Mentor for new customer service Representatives

AT&T Mobility

Reseller Tech Support/Customer Service/Billing Operations Analyst 12/2006-08/2015

Reviewed contract billing information via SAP and made corrections or updates as needed.

Processed monthly invoices, created specialty invoices, roll-up invoices to be mailed out.

Pulled copy of contracts from Salesforce to audit billing information.

Reviewed contracts and decommits via SAP and VPM.

Work to resolve customer invoice issues and provide customer account statements as needed.

Act as backup for our customer service person and process return mail.

Answered incoming calls from resellers and verified account information via Telegence system.

Resolve reseller technical mobility issues (BlackBerry, Data/Laptop Connect, wireless device,

roaming, porting, and billing issues).

Expert on Snooper (switch control), ODIE (CTN, ICCID, IMSDN, IMSI validation process), MTI

Map Tool (coverage validation process), Clarify (issue tracker and create trouble ticket for the)

customer) BORG (create Network Issue Tickets etc.

Educated customers on use and capability of devices.

Worked special projects and back-office assignments.

E F Johnson TXU

Order Administrator 08/2004-06/2006

First point of contact; answered incoming calls from customers, dealers, and sales reps.

Setup, updated, and corrected accounts.

Provided written and verbal price quotes, discounts, and product information.

Processed complex orders for handheld, mobile, and base station radios for city, state, federal

and military use, as well as some schools and universities.

Audited city, county, state, and federal sales orders for accuracy.

Worked orders with DOI, GSA, and DOJ contracts.

Processed documentation for international orders.

Ran weekly and quarterly reports.

Trained new employees and assisted other departments in resolving issues.

Verified, processed, and submitted dealer commission payment request forms.

Researched and resolved billing and payment discrepancies and issues. Analyzed, researched,

TXU via RHI / ACCOUNTEMPS

Billing Analyst 1/2002-05/2004

Analyzed, researched, and resolved system billing errors.

Determined root cause of billing issues and corrective action needed.

Verified accuracy of each invoice and corrected tax issues.

Worked with several billing systems and in customer service as needed.

Worked on special projects and testing as needed.

Worked with manager on system testing.

Citizens Communications 05/1995-10/2001

Directory Coordinator / Billing Analyst / Customer Service Rep

Approved updates for print requests, verified information to be replaced or updated

Researched, verified and approved updates for print requests for directories.

Coordinated integration of city and county directories of newly acquired markets.

Worked closely with marketing, product managers, local chamber of commerce, business and city representatives to make sure all FCC and PUC mandates were followed.

Responsible for strategic positioning of special features, products and services in the new directories.

Collaborated on conversion team, converting newly acquired properties.

Point person for initiation of DSOC, CAMS, and DPI tables updates and headed billing system audit of ASOC while increasing revenue by more than $50,000 monthly.

Identified and resolved complex billing issues and verified invoice accuracy using CAMS, FLEX, CIBP, DPI

Initiated levels one and two trouble tickets and followed through to resolution.

Initiated weekly conference calls with carriers involved in joint projects with Citizens Communications.

Education

Terrell High School – Diploma

Texas Woman’s University – 2 years

Contact this candidate