Manager Customer Service

Debra Douglas Sotero

* **** ****** *** *******, CT 06776 860-***-**** **********@***.***

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SUMMARY OF QUALIFICATIONS:

●Well developed managerial abilities; deal equitably with all levels

●Excellent written and verbal communication skills

●Proven problem-solving skills

●Strong team player; equally effective working independently

●Proficient in Microsoft Word, Excel and Outlook

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EDUCATION:

Bernard M. Baruch College

Bachelor of Arts in Sociology

PROFESSIONAL EXPERIENCE:

Payment Variance Coordinator September 2002 – March 2010

New Milford Hospital, New Milford, CT

Responsible for overseeing functions of the Contract/Claims Management Analysis System to manage claims, contracts and payment compliance

Knowledge of all managed care contracts and CPT Codes (Current Procedural Terminology)

Generated Contract Analysis Reports for analyzing reimbursement with the negotiated terms of the managed care providers

Alerted Director of Managed Care system discrepancies related to payment methodology

Maintained and solidified working relationships with managed care Provider Service Representatives and Network Managers scheduling on-going conference calls, extensive written, verbal and fax communications to ensure timely resolution on reported issues

Designed and implemented internal spreadsheet tracking all reported variances detailing issues, expected revenue and final disposition

Reported to Management providing results on variance projects, percentage of claims requiring further internal departmental review, total revenue recouped; and recommendations to increase contract underpayment recoveries more efficiently and effectively

Lead and provided guidance to Patient Accounts staff to streamline workflow

Provided systems training to support users on module upgrades

Office Manager April 1999 – September 2002

Carol Bancroft & Friends, Bethel, CT

Responsible for overseeing daily operations for Agent representing illustrators specializing in art for children’s books

Reviewed and processed contracts

Tracked job assignments

Scheduled Agent’s appointments with publishers

Maintained office equipment including service contracts

Ordered supplies; monitored expenditures

Processed Cash Disbursements/Cash Receipts

Generated invoices and statements

Client follow up on overdue accounts

Trained Interns

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Curriculum Vitae

Debra Douglas Sotero

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Executive Office Manager December 1994 – July 1998

Hotel Martha Washington Corp.

DBA Martha Washington Hotel, New York, NY

Responsible for hiring, scheduling and training operations

Managed thirty employees: front desk, housekeeping, engineering and bellmen for a 451 room hotel

Developed and implemented training programs and procedures for front desk staff to ensure efficient customer service and increasing revenue

Instituted and led staff meetings to minimize staff/general administration conflicts and issues

Acted as liaison between hotel and Union Delegate in union employee conflicts

Acted as liaison between hotel and attorney in landlord/tenant disputes

Prepared and executed documents required for landlord/tenant court proceedings and provided testimony on behalf of the Corporation

Introduced cost effective medical coverage for front desk staff

Monitored and processed payroll, daily cash receipts, reconciliation of bank statements

Tracked and reduced expenditures

Accounts Receivable Coordinator December 1987 – December 1994

Assistant Operations Coordinator

American Agip Company, Inc., New York, NY

Accounts Receivable Coordinator

Responsible for daily cash receipts, cash applications and account reconciliations

Assisted with the implementation/enhancements of systems for accounts receivable processing, generating invoices, past due notices and reports

Collection calls to clients and scheduling payments

Worked closely with Sales Representatives relating to credit hold accounts

Generated reports for Credit Manager

Promoted from Assistant Operations Coordinator

Tracked movement of gasoline inventory with terminals

Responsible for advising customs broker of imports

Maintained liaison with banks relating to letters of credit

Reviewed and authorized purchases, insurance, storage facilities and payment of invoices

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