Customer Service Analyst

Katrina McCullough

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

Katy, TX 77449

Cell: 713-***-****

KatrinaLMcCullough@yahoo

Career Snapshot

** ***** ** ********* *********** in key customer service and support roles.

Expert in customer care/communications, problem solving, relationship building and support.

MS Office “power-user” with additional proficiencies in assorted databases.

Awards

“Top Performer” Award, 2011, 2010, 2009, 2008

Three-times “Employee of the Month,” 2008, 2009

“Over-Achiever” recognition

Computer Skills

Word, Excel, PowerPoint, Access, Outlook, Lotus Notes

Ivans, SSI(Billing System), Oracles, Meditech, Care Central, Payer Path and etc.

Mission Statement

Strive to exceed customer/ employer expectations by delivering first to-none service. Maintain customer centricity in all initiatives and interactions, always putting the customer first. ~BILLING/ACCOUNTS RECEIVABLE EXPERT~

Offering an award-winning track record of business office excellence within high-volume environments that include…

Key Skills

Billing and Appeals

Documentation

Detailed Focused

Account Analyst/Reconciliation

Managed Care & Commercial

Collections/Research Analyst Claims & Reports Monitor

Follow-Up/Adjustments

Payment/ Charge Posting

Data Entry and Refunds

Verification of Coverage

Leadership Support Roles

Professional Experience

Sava Senior - Houston,TX Billing/AR Analyst, 2009-11/2011

USPH - Houston,TX Billing/AR Analyst, 2006 to 2009

Healix - Houston,TX Reimbursement Analyst, 2005 to 2006

HCA Health - Houston,TX Agency Representative, 2002-2005

Performance Profile

Reviewing open accounts for collection efforts. Act as teamlead when supervisor is absent, overseen over 10 employees insured deadlines are met, delegate assignments and department is flowing normally. Assist supervisor with projects and deliver upon deadline. Prepares and submits clean claims to various insurance carriers either electronically or by paper. Making outbound collection calls in a professional manner while keeping & improving customer relations. Identify issues attributing to account delinquency and discuss them with management. Appealed claims that denied for various reasons, with a successful record of claims adjusted and paid. Review and monitor assigned accounts and all applicable collection reports. Provide timely follow-up to resolve errors at the earliest stage of the billing process. Mail correspondence to customers to encourage payment of delinquent accounts. Consistent with documentation, correspondence and medical records. Resolves client-billing problems and rescues accounts receivable delinquency, applying good customer service in a timely manner and reducing customer complaints by 99.9%. Responsible for auditing and researching patient accounts to determine appropretiate adjustment and contractual write-offs. Review EOB for missing payments/errors. Diagnoses/Procedure code, UB94, HCFA 1500 experienced and follows HIPPA regulations. Achieved and exceeds company goals by 12%.

Education

HOUSTON COMMUNITY COLLEGE HOUSTON, TX

Associate of Arts (AA) May 2012

Future Goals: To obtain a B.A. Degree in Business Information Systems @ University of Houston-Cinco Ranch

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