• Experienced Team Manager/ Supervisor with demonstrated history of working both in the financial services industry and healthcare services Industry
• Experienced in Revenue Cycle Management in Healthcare,
• Experienced in Account Receivable Management (ARM Recoveries) in Financial.
• Experience in progressive discipline concerning attendance, Performance and all
aspects of company policy up to and including termination.
• Skilled in Operations Management, Customer Service, Collections, Back office, and
Coaching.
• Conduct staff meetings, individual coaching session and performance review.
• Forecast and manage team performance.
• Experienced in handling and resolving escalated issues from the cardholders or customers or patients.
• Coordinate with Senior Leadership and other Team Leaders to resolve issues or any special projects assigned.
• Acknowledge the representatives efforts by promoting rewards and recognitions, providing positive reinforcement and timely feedback about performance.
• Train and onboard new tea-----------mbers and serve as a subject matter experts to the team.
• Understand the confidentiality of patient’s data and medical records in compliance with HIPPA regulations.
• Understand in maintaining all actions of the representative complies with FDCPA regulations for 3rd party collections.
• Experience in promoting the white-glove customer service experience to drive good Customer Service Experience. (CSAT).
Employment Background:
-Customer Service Team Manager - May 12, 2022 – Present
-Account Receivable Management (Healthcare RCM) - May 4, 2020 – May 8, 2022
- Collections Team Manager - May 2017- May 4, 2020.
- Team Manager, Skip to Collect (Delinquent Accounts) - May 2013 - May 2017
- Legal Verification Team (Medical Bills) - May 2013 - May 2017
- Compliance Resolution Team Manager – (Consumer Affairs) - September 2010 - May2013 - Auditor – Collections Department - March 2009 – February 2010
- Debt Collector - November 2008 – March 2009
