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Skills

  • Medical terminology knowledge
  • Medical billing and coding knowledge
  • Retail store support
  • International sales support
  • Customer service excellence
  • Complex issue troubleshooting
  • Key stakeholder relationship building
  • Account management
  • Billing discrepancy resolution
  • Money handling abilities

Work Experiences

  • Entered customer interaction details into Asana to track requests, document problems, and record solutions offered.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Taught new employees about the company's operations, policies, and services.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Acquired 12 new customers, resulting in 11% revenue for the team.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Assisted and cross-trained other customer service managers.
  • Increased the team's revenue by over $15 in sales.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.

Summaries

  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Committed to providing world-class customer service while remaining professional.
  • Clear understanding of risk assessment and budget management as well as risk assessment training.
  • Jira expert with experience in process improvement services.
  • Dedicated to meeting and exceeding framework objectives through effective communication and standard abilities.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 8 years.
  • Costs were consistently reduced while profits were increased.
  • QuickBooks expert with 3 years of experience in related roles.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Under duress, personable and professional.

Accomplishments

  • Proactively managed relationships with a portfolio of 16 high-value providers, leading to a 56% increase in service delivery satisfaction.
  • Built short- and long-term provider engagement strategies, resulting in a 55% increase in value-based care participation.
  • Executed root cause analysis on recurring provider issues, reducing complaint resolution time by 42% and improving SLA compliance.
  • Led an initiative to automate provider feedback reporting, saving an average of 14 hours in manual data processing per month.
  • Secured top stakeholder approval for a digital transformation initiative that simplified provider billing inquiry management, improving throughput by 44%.
  • Co-authored and presented provider performance results during program strategy meeting, contributing key action points for operational improvements.
  • Decreased provider inquiry follow-up time by 81% following the adoption of an enhanced case management system.
  • Drove a comprehensive provider satisfaction audit, leading to a deep dive and root-cause correction of recurring issues impacting 79% of providers.
  • Facilitated regular provider training on the digital platform, boosting system adoption rates by 53%.
  • Leveraged attention to detail to audit provider payment processing, identifying and correcting billing errors amounting to metric in savings for the company.

Affiliations

  • American Society of Safety Professionals
  • National Council for Behavioral Health Credentialing Program
  • Rotary International
  • Project Management Institute
  • Medical Group Management Association (MGMA)
  • Academy of Managed Care Pharmacy (AMCP)
  • Healthcare Information and Management Systems Society (HIMSS)
  • National Association of Healthcare Access Management (NAHAM)
  • Provider Relations Manager role in Denver Healthcare Alliance
  • National Provider Communication Task Force

Certifications

  • Health Care Compliance Association (HCCA) Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Security+
  • Health Insurance Portability and Accountability Act (HIPAA) Certification
  • Certified Public Accountant (CPA)
  • Certified Compliance & Ethics Professional (CCEP) - Healthcare
  • Apple Certified Associate (ACA)
  • Project Management Professional (PMP)
  • Advanced Insurance Compliance Professional (AICP)
  • Certified Public Accountant

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