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Skills

  • Customer dispute resolution
  • Advanced billing systems knowledge (Workday)
  • Customer retention strategies
  • Project organization
  • Conflict resolution between finance and customers
  • Team management
  • Relationship development
  • Sales professional
  • Documenting and enforcing billing policies
  • Business operations

Work Experiences

  • Reviewed more than 8 financial statements per three years.
  • Deployed revised payment plans.
  • Designed a billing quality control program.
  • Achieved a 75% drop in escalations.
  • Consistently performed over a 10-year period.
  • Improved customer retention by 3% by resolving escalated customer issues.
  • Collaborated with sales and finance teams.
  • Audited high-value clients' billing accounts, identifying discrepancies and recovering over $15 in unpaid invoices.
  • Achieved customer retention rates above 45%.
  • Collaborated with the IT department to design and implement a secure online payment portal, leading to a 64% increase in on-time payments.

Summaries

  • Financial administration, team leadership, and team leadership are all strengths.
  • Achieved a 35% productivity increase.
  • Adept at developing streamlined workflows and cross-departmental initiatives. Facilitated communication between customer service and sales, leading to a 74% improvement in invoice accuracy.
  • Achieved a 72% increase in invoice accuracy.
  • Adept at navigating complex billing discrepancies.
  • Versatile Customer Service Billing Supervisor with background in banking and finance. Consistently meet bank and customer service standards. Ready to tackle new challenges in position within Healthcare where talents in quality assurance and stakeholder engagement will be valuable.
  • Customer Service Billing Supervisor who has managed multimillion-dollar business operations for 14 years.
  • Excellent abilities in reporting, record-keeping, and relationship-building.
  • Recognized on a regular basis for outstanding performance and contributions to the Healthcare industry's success.
  • Objective Healthcare leader who has led financial systems and programs to success.

Accomplishments

  • Collaborated with IT team to automate service ticket assignment, improving first-touch resolution rates by 46%.
  • Enhanced customer service protocols for premium customers, resulting in a 28% growth in client satisfaction and 18% reduction in churn.
  • Streamlined payment processing by implementing procedure, reducing transaction times by 60% and increasing team productivity.
  • Partnered with sales and marketing teams to improve cross-department billing workflows, reducing revenue leakages and delays by 75%.
  • Utilized customer feedback from satisfaction surveys to introduce process improvements, leading to an 55% rise in NPS score.
  • Optimized invoice issuance by implementing batch processing, reducing invoice generation time by 56%.
  • Developed customizable billing templates for recurring clients, reducing invoice preparation time by 55%.
  • Directed continuous education and certification programs for team members, improving overall adherence to compliance by 31%.
  • Reduced churn by 75% through the successful deployment of enhanced retention programs for high-value clients.
  • Revised the customer satisfaction survey process, generating an 54% increase in customer feedback submissions.

Affiliations

  • Jaycees
  • International Council of Nurses
  • Certified by the National Association of Credit Management for handling complex financial inquiries
  • Active participant in local Chamber of Commerce - led discussions on customer dispute resolution in 2024
  • Society of Human Resource Management
  • Association for Supply Chain Management (APICS)
  • Certified Billing and Coding Specialist through the American Health Information Management Association (AHIMA) 2019
  • Member of the Healthcare Financial Management Association (HFMA)
  • Freemason
  • Society of Women Engineers

Certifications

  • Certified Public Accountant
  • Certified Revenue Cycle Manager (CRCM) - initiative
  • Certified Internal Controls Auditor (CICA) - Beacon Labs
  • Six Sigma Green Belt Certification – Ironclad Systems
  • Certified Professional in Patient Access Services (CPPAS) - Brightline
  • Certified Medical Reimbursement Specialist (CMRS) - Lakeside Partners
  • Digital Payment Processing Certification - standard
  • CompTIA Security+
  • Project Management Professional (PMP)
  • Salesforce

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