Talented Customer Relations Specialist with 10+ years' experience in financial services, collections, and customer care management across diverse industries specializing in the Healthcare Field. Knowledgeable, analytical, and personable with excellent problem solving skills and strengths in areas of credit and collections. Proven to improve workflow efficiencies while maintaining high standards in customer service.
Utilize problem solving skills and attention to detail to ensure that clients and their members minimalism of loss with higher revenue recoveries.
Analyze client data to determine necessary invoice information.
Educate our outside clients on the Coordination of Benefits under the NAIC rules on existing files in order to recover refunds for our clients.
Collaborate with physicians, hospitals, billing offices and insurance companies to build a trustworthy and ethical environment for a sustainable relationship.
Facilitate focus groups to help team morale and being a voice for issues or improvements in our department.
Collect, track, update and model financial data to analyze information to find root causes.
Present quarterly analyses to cross-functional team members to enhance decision making.
Investigate billing discrepancies and implement effective solutions to resolve concerns and prevent future problems.
Work closely with delinquent account holders to collect and reconcile accounts through approved channels.
Interface with customers to bring accounts current with suitable repayment plans.
Oversaw disputes resolution and reconciliation for over 500 client accounts.
Manage invoicing for organization through cash receipts processing, bank reconciliations and distribution of 700 invoices monthly.
Partnered with cash application team and credit manager on timely and accurate posting of remittances.
Analyze loss reports and reviewed with senior management to measure overall portfolio performance.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Prioritized and organized tasks to efficiently accomplish service goals.
Juggled multiple projects and tasks to ensure high quality and timely delivery.
Customer Success Professional, 12/2005 - Current Parallon – City, STATE,
Negotiating resolutions by contacting guarantors and patients by telephone following HIPAA regulations and state laws.
Increased company profits directly related to my performance with personal annual collections of over $2 million.
Document customer inquiries and initiate research necessary to resolve customer issues in a timely manner.
Update accounts with new insurance information such as Medicare, Workers Compensation, TRICARE, Medicaid and private insurance to activate the billing process.
Review accounts for audits and quality of care issues.
Maintain production standards metrics.
Achieved “exceeds” in quality review scores per unit requirements.
Accomplished Employee of the Year.
Train new hires in a classroom setting on company protocol as well as assisting staff on account issues with side-by-side training and online.
Assisted HR during mock interviews in the hiring processes for new hires and in tours for the company.
Participated with management in becoming a Mentor for new hires to be a go to person for policies and procedures.
Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
Drove customer escalations to resolution by engaging directly with clients.
Boosted customer satisfaction by working with Service Unit and Management teams to address and resolve concerns.
Oversaw address of customer requests for friendly, knowledgeable service and support.
Facilitated quarterly meetings with 24 to 30 employees discussing employee concerns and how to execute a positive work culture.
Served on several committees: Bulls Eye Committee- included management personnel and addressed company policies, bonuses, and improving the work environment for employees.
Social Recognition Team Committee- that organized, planned, and implemented 12 months of internal and external activities for over 400 employees. To build unity and camaraderie to improve employee morale.
Fun Committee- team responsible to implement ways to uplift employee morale for a team of 35 CSPs.
Charities Committee- Helped to organize activities with different companies in which the Private Pay Dialer team could partake to give time and materials to better our local communities.
Senior Client Service Agent, 12/2000 - 12/2005 FedEx – City, STATE,
Promoted to Senior CSA after passing the required testing program.
Face to face customer service at Louisville Airport drop off location.
Worked independently in a time sensitive office environment where multi-tasking skills were needed.
Answered several phone lines for incoming calls.
Imported and exported international shipments along with data entry in KIAC software system.
Enhanced problem solving skills to ensure excellent customer service experience.
Trained service agents and co-workers on P.O.S system and normal daily duties.
Balanced out daily collections and prepared documents to be sent to Memphis Hub every evening using GENESIS system.
Client Retention by building trustworthy relationships with corporate clients by applying excellent communication and interpersonal skills.
Trouble shooting and data entry for clients tracking requests, problems and solutions in shipping environment.
Managed and updated physical and digital client account information to keep records accurate and current.
Education and Training
B.A.: Business Administration Management, Expected in 01/2016 - McKendree University - Louisville, KY GPA:
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