Senior Customer Success & Billing Specialist

AUDREY HUGHES

Gainesville, FL

786-***-**** *************@*****.***

LinkedIn: https://www.linkedin.com/in/audrey-hughes-mha-36446135/ PROFESSIONAL SUMMARY

Customer Success Manager and Medical Billing & Coding Specialist with 10+ years of experience in healthcare technology, client success, and revenue cycle operations. Proven track record of improving client retention, optimizing EMR/EHR system usage, and resolving complex technical and billing issues. Skilled in translating client needs into actionable solutions that drive efficiency, satisfaction, and revenue growth. Strong expertise in CPT, ICD-10, and DSM-5 coding, with a focus on operational excellence and continuous improvement. CORE SKILLS

• Customer Success & Account Management

• Medical Billing & Coding (CPT, ICD-10, DSM-5)

• EMR/EHR & Practice Management Systems

• Client Retention & Engagement Strategies

• Technical Support & Troubleshooting

• HIPAA Compliance & Information Security

• Process Improvement & Workflow Optimization

• CRM & Ticketing Systems

• Cross-Functional Collaboration

• Training & Client Onboarding

PROFESSIONAL EXPERIENCE

Medical Biller and Coder

Mobility Prosthetic and Orthotic Sevices

Kingman Nevada Remote

Dec 2024 – Present

• Assigned accurate CPT, ICD-10, and DSM-5 codes for behavioral health services.

• Processed insurance claims and reduced billing errors through attention to detail and compliance.

• Collaborated with providers to ensure accurate documentation and reimbursement.

• Maintained strict HIPAA compliance and patient confidentiality. Medical Biller

Florida P and O

Miami Fl – Remote

Dec = 2023 – Jan 2025

• Assigned accurate CPT, ICD-10, and DSM-5 codes for behavioral health services.

• Processed insurance claims and reduced billing errors through attention to detail and compliance.

• Collaborated with providers to ensure accurate documentation and reimbursement.

• Maintained strict HIPAA compliance and patient confidentiality. Customer Success Manager

OPIE Software – Gainesville, FL

Jan 2020 – Nov - 2023

• Manage a portfolio of healthcare clients, driving high retention and satisfaction through proactive engagement.

• Analyze client performance data and deliver strategic recommendations to improve system utilization and outcomes.

• Resolve complex escalations, ensuring timely resolution and strengthening client relationships.

• Identify growth opportunities, contributing to increased revenue through upselling and account expansion.

• Partner with product and development teams to enhance system functionality based on user feedback.

• Lead onboarding and training sessions, improving adoption rates and reducing support dependency.

• Document workflows and customer insights to support continuous product improvement. Customer Support Specialist

OPIE Software – Gainesville, FL

Jan 2018 – Dec 2022

• Delivered high-volume support via phone, email, and chat, consistently meeting or exceeding performance metrics.

• Resolved 95%+ of customer inquiries on first contact through effective troubleshooting and communication.

• Assisted with onboarding and implementation for new clients, ensuring a smooth transition to the platform.

• Conducted root cause analysis to identify recurring issues and reduce ticket volume.

• Collaborated in Agile/Scrum environments to improve system performance and user experience.

• Maintained detailed documentation in internal knowledge bases to improve team efficiency.

Cashier

Dollar Tree – Gainesville, FL

Jan 2017 – Dec 2020

• Delivered fast, accurate transactions in a high-volume retail environment.

• Provided customer support and resolved inquiries to ensure a positive shopping experience.

• Maintained cash accuracy and supported daily store operations. Medical Biller and Coder

Ingrid Roman, PsyD – Miami, FL

Jan 2015 – Dec 2017

• Assigned accurate CPT, ICD-10, and DSM-5 codes for behavioral health services.

• Processed insurance claims and reduced billing errors through attention to detail and compliance.

• Collaborated with providers to ensure accurate documentation and reimbursement.

• Maintained strict HIPAA compliance and patient confidentiality. Medical Biller & Coder / Office Manager

Outpatient Psycare Inc. – Miami, FL

Jan 2010 – Dec 2016

• Managed daily office operations, including scheduling, billing, and staff coordination.

• Handled full-cycle medical billing and coding, improving reimbursement efficiency.

• Implemented workflow improvements that increased office productivity and organization.

• Maintained accurate patient records and ensured regulatory compliance. ADDITIONAL EXPERIENCE

• Stay-at-Home Parent (1999 – 2010)

• Front Line Supervisor, BJ’s Wholesale Club – Miami, FL

• Security Shift Supervisor, West Help Mt. Vernon – Mt. Vernon, NY EDUCATION

Master of Health Administration (MHA)

University of Phoenix, 2020

Bachelor of Science in Psychology

University of Phoenix, 2018

Certification: Medical Billing & Coding

Concorde Career College, 2010

TECHNICAL SKILLS

• EMR/EHR Systems (including OPIE)

• CPT, ICD-10, DSM-5 Coding

• CRM Platforms & Ticketing Systems

• Microsoft Office Suite (Excel, Word, Outlook)

• Live Chat Tools (e.g., Intercom)

KEY ACHIEVEMENTS

• Resolved 95%+ of customer inquiries on first contact

• Managed high-volume support channels while maintaining strong CSAT scores

• Reduced ticket volume by identifying and addressing recurring issues

• Improved client retention through proactive engagement and problem-solving

• Consistently met or exceeded KPIs for response time, resolution time, and satisfaction Reference will be provided on request.

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