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Online Adjunct Instructor Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Professional Summary
Ambitious, reliable and confident individual seeking a position that will allow for growth while extending my current knowledge.  I offer experience in Accounting (receivables & payables), forecasting, budgeting, trending, cash management, extensive experience with Medicare and Commercial insurance along with State and Federal regulations.  I also offer experience as a Call Center Supervisor currently supervising 29 employees and offering exceptional customer service with excellent AHT, Schedule Adherence and QA scores.  
Education and Training
MBA: Business Administration and Healthcare Administration, Expected in 2007
Indiana Wesleyan University - Marion, IN
GPA:
Skill Highlights
  • Effective Problem Solver
  • Exceptional Interpersonal Skills & Verbal Skills
  • Adherence to high customer service standards
  • Customer-focused
  • Exceptional Telephone etiquette
  • Accomplished Leader with Supervisor Training
  • Quality Improvement competency
  • Promotes positive behavior
  • Effective staff coaching
  • Billing and collections expert
  • Excellent time management
  • Close attention to detail
  • Adept multi-tasker
  • Composed and professional demeanor
  • Insurance and Collections procedures
  • Accomplished Leader
Professional Experience
Online Adjunct Instructor, 05/2009 to Current
Liberty HomecareWinston Salem, NC,
Maintained a teaching load of 3 undergraduate courses each quarter.
Call Center Supervisor and Accounts Receivable Specialist, 04/2011 to
Zotec Partners, LLCCity, STATE,

Call Center Supervisor 

  • Effectively manage a high call volume of inbound calls
  • Answered a constant flow of customer calls with up to 200+ calls in queue
  • Address and resolve customer complaints empathetically and professionally
  • Defuse volatile customer situations calmly and courteously 
  • Accurately document, research and resolve customer complaints
  • Manage customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
  • Identify chronic customer issues by creating and maintaining customer complaint alerts
  • Resolve service, pricing and technical problems for customers 
  • Refer unresolved customer grievances to designated departments for further investigation
  • Prepare reports and communication to senior management and clients
  • Manage high call volume with tact and professionalism
  • Initiate and assist with operations improvements to improve overall call center productivity
  • Provide incentive to increase productivity by offering employee recognition for best customer service and metrics
  • Oversee call center employees to ensure customer satisfaction is consistantly met
  • Conduct performance reviews for customer service representatives to reduce resolution time while improving customer service 
  • Analyze call volume and average call handle time to monitor customer service representative performance and productivity.
  • Improve call center function and service capacity by resolving customer complaints efficiently and quickly

Accounts Receivable Specialist

  • Review collection reports and determine the status of collection accounts
  • Research and resolve claim denials
  • Research and resolve open claims
  • Research and resolve patient investigations and client concerns
Business Office Manager, 09/2010 to 04/2011
Warsaw HealthcareCity, STATE,
  • Managed Accounts receivable for 100+ census for Skilled and Long Term Care.
  • Managed Resident Trust funds
Regional Medicare Claims Specialist, 06/2008 to 04/2009
SunHealthCity, STATE,
Bill and maintain 6 buildings Medicare Part A and B
  • Overall quarter reduction of $352,000 in Medicare Part A for the Region
  • Overall quarter reduction of $47,406.00 in Medicare Part B for the Region
  • Overall regional quaterly DSO’s of 3 days.
  • Bill supplemental insurance
  • Utilize Quadax to bill Medicaid for 10 buildings
  • Process Medicare Private and Medicaid co-insurance
  • Assist with office manager training
  • Assist with Managed Care billing          
Business Office Manager/Collection Specialist, 08/2000 to 04/2007
ManorCare Health ServicesCity, STATE,
  • Toledo, OH Business Office Manager/Collection Specialist
  • Collection Specialist Functioned as corporate collection specialist for 2 years traveling to all 5 facilities in region and acted as Consultant to Bookkeepers and assisted with debt reduction and claims processing
  • Business Office Manager - Managed 4-5 office staff
  • Accounts Receivable - (Keane Ferrenti system) Benefit Verification Medicaid (Pre-admission screening, level of care (4B), and 450B), Medicare A & B claims, benefit verification, VA, Hospice, Managed Care Private Collections Month-end close Reduce and maintain DSO's from 65 days to 35-40 days Reduced bad debt monthly to reach or exceed budget requirement of $4500. Collected revenue of over $750,000 each month through claims processing and private collections Audit and adjust/correct accounts as needed Keyed all ancillary charges and cash postings
  • Oversaw Payroll utilizing Kronos and PeopleSoft System
  • Oversaw A/P
  • Resident Trust Fund Carenet system
  • Internal Controls - maintained segregation of duties, policy and procedure guidelines, followed guidelines
Skills

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Resume Overview

School Attended
  • Indiana Wesleyan University
Job Titles Held:
  • Online Adjunct Instructor
  • Call Center Supervisor and Accounts Receivable Specialist
  • Business Office Manager
  • Regional Medicare Claims Specialist
  • Business Office Manager/Collection Specialist
Degrees
  • MBA