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Customer Service Manager

United States
August 20, 2012

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Katrina J Browning

*** ******** *****

Franklin, IN 46131


Career Objective:

To obtain a management position allowing opportunity of demonstrating organization, customer service, communication and hospital business office skills proven by 15 years of consistent on the job learning in the healthcare field.

Career Summary:

o Proficiency in Microsoft Word and Excel, GE/IDX billing software, and Windows operating system.

o Extensive knowledge of insurance companies’ requirements and regulations. Understanding of HIPPA and compliance confidentiality issues


Bachelors of Science in Management, Indiana Wesleyan University, Marion, Indiana

o To Graduate December 2013

o Grade Point Average: 3.8 (4.0 scale).

o Financed 100% of education with full-time employment

Associate of Science, Indiana Wesleyan University, Marion, Indiana

o Graduated: December 2011

o Grade Point Average: 3.8 (4.0 scale).

o Financed 100% of education with full-time employment

Work Experience:

Thirty-One Gifts, Independent Consultant

Franklin, IN October 2011 to present

o Assisting customers in the purchase of personal and organizational items

o Cash handling, data entry

o Customer service before, during and after sale of product

o Continue communication with hostesses and guests with future sales, specials, promotions

Franciscan Alliance, Billing Specialist

Indianapolis, IN August 22, 2011 to present.

o Claim edits in Epic billing system

o Claim edits in Epremis billing system

University Pediatric Associates, Indianapolis, IN

Special Projects Supervisor, July 1, 2009 to August 19, 2011

o Perform charge corrections (charge entry, payment/adjustment posting, refunds, coding)

o Maintain workfile definitions for all staff

o Act as a liaison between office management and section administrators

o Research reports as assigned

Payment Posting Supervisor, April 25, 2005 to June 30, 2009

o Supervised, trained, and lead five staff members; three were on-site, two were located at satellite clinics

o Balanced spreadsheets daily

o Involved in end-of-month balancing

o Initiated electronic deposit payments from select insurance companies

Charge Entry/Payment Poster, May 1, 2002 to April 24, 2002

o First six months of employment

o Verified insurance

o Keyed charges

o Following months

o Created payment posting training manual/procedures

o Trained new payment posting staff

o Posted commercial, Anthem, Medicaid, Medicare payments

o Posted personal check and credit card payments

o Posted payments from three collection agencies

o Performed follow-up on Victim of Crimes accounts

o Covered front desks at three clinics

o Keyed charges, when needed

American Health Network, Billing Representative

Franklin, IN November 1, 1997 to May 19, 2002

o Complete billing cycle

o Verification

o Charge entry

o File claims electronically or via paper

o Posting payment from insurance company

o Billing family for balance

o Follow up for denials

o Balance deposits daily

o Contact family for budget plans or payments

o Contact physicians for collections and dismissals from practice

o Refund insurance and/or patients


Kathy Dockery, Billing Manager, University Pediatric Associates


Adele Schmidt, Business Manager, University Pediatric Associates


Kristina Taylor, Payment Posting Supervisor, University Pediatric Associates


Julie Tomlinson, Principal Billing Clerk, IU Health Transplant Institute


Beth Kreber, Refund Specialist, University Pediatric Associates


Jennifer Kelley, Administrative Assistant, University Pediatric Associates


Michele Sweet, Clinical Trial Manager, Eli Lilly


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