Hard working, goal driven, professional with 20 years' experience in financial services, collections, and customer care management across diverse industries. Knowledgeable, analytical, and personable with excellent problem solving skills and strengths in areas of credit and collections. Proven ability to improve workflow efficiencies while maintaining high standards in customer service.
Skills
Medical billing coding
Insurance accounts receivable
Claim review
CPT code modifiers
Insurance claims
Insurance collections
Subprime Auto Finance
Credit and Collections
Loan Origination and Underwriting
Microsoft Office
Management and Training
Customer relations
Call center background
Inbound and outbound calling
Skip tracing -locating individuals
Investigation due diligence
People skills
Organization
Reliable and trustworthy
Problem Resolution
Customer relationship management
Employee management
Software troubleshooting
Customer Service
Credit card payment processing
FDCPA regulations
Problem-solving abilities
Accounts payable
Account follow-up
Account management
Conflict resolution
Experience
05/2018 to Current
Medical Coding SpecialistEnablecomp, Llc – Franklin, TN,
Added modifiers as appropriate, coded narrative diagnoses and verified diagnoses.
Submitted clean claims to insurance companies electronically to secure payments.
Investigated rejected and denied claims, correcting applicable coding.
Read through patient health data, including histories, physician diagnoses and treatments to gain understanding for coding purposes.
Acted as liaison between business department, billers and third party payers in resolving billing and reimbursement accuracy.
Assigned procedure and diagnosis codes for insurance billing using [Software].
08/2015 to 07/2018
Recovery ManagerIkea North America Services, Llc – Stockholm, ME,
Accepted and processed customer payments and applied toward account balances.
Routinely
Contacted account holders with balances over [Number] days past due to resolve delinquencies.
Minimized loss by negotiating payment terms directly with clients, consistently achieving [Number]% recovery rate.
Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
Established relationships with customers through use of interpersonal, active listening and inquiry response skills.
Responded quickly to customer complaints and gathered all pertinent information to make educated decisions for remediation.
Picked up clients or vehicles and drove property to specified receiving agency or location.
Established relationships with agency representatives to complete towing jobs efficiently and according to procedures.
Managed approximately 175 inbound and outbound calls daily.
Located debtors by utilizing skip tracking and other strategies.
Recorded information about customers' financial status and collections status efforts.
Prepared packages containing all pertinent documentation for collections accounts.
Orchestrated adequate staffing and scheduling patterns to deliver cost-effective and quality care.
Recruited, hired and trained [Number] employees for marketing and sales department.
08/2007 to 08/2015
Collections ManagerHi-Line – San Ramon, CA,
Reviewed credit records to evaluate customer histories.
Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
Reached out to customers to discuss late payments and options for remitting amounts due.
Received and submitted payments and applied amounts to customer balances.
Contacted customers in person at personal and business locations to collect payments directly.
Conducted month-end balance sheet reviews and reconciled any variances.
Opened and assigned new client accounts.
Collaborated with legal resources and recovery teams to manage default issues.
Managed daily posting of payments to customer accounts.
08/2001 to 08/2007
Collections RepresentativeSedgwick Claims Management Services, Inc. – Fort Smith, AR,
Utilized skip tracing resources such as background checks and loan documents.
Managed approximately [Number] inbound and outbound calls daily.
Reasoned with customers and attempted to negotiate full balance payments.
Consistently met or exceeded monthly goals of $[Amount] through diligent [Action].
Handled irate customers smoothly to achieve performance targets.
Advised debtors on payment options and set up payment plans.
Used effective questioning techniques to clarify why debtors were delinquent.
Upheld privacy and security requirements established by [Type] regulatory agencies.
Located debtors by utilizing skip tracking and other strategies.
Education and Training
Expected in 2015
Bachelor of Science: Psychology Trine University - Angola, IN GPA:
Expected in
Associate of Applied Science: Computer And Information Sciences Ivy Tech Community College Of Indiana - South Bend, IN GPA:
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