Medical Billing

Documented business processes across a range of business areas and departments. Participated in and documented solution designs, created test plans and participated in all levels of system testing. As needed performed data and root-cause analysis. Interacted with a wide-range of technologies (Oracle eBusiness suite, Discoverer, Business Objects, custom applications and interfaces, Lotus Notes apps.) Assisted with analysis and testing of Oracle database and application tier following application of critical patches and upgrades.

Interacted with business customers to establish business process requirements and/ or business system requirements. Transformed functional support/delivery requirements into business analysis models and produced functional specifications, test plans, and spot solution production support.

Responsibilities included providing customer support by helping resolve user software application issues and helping maintain data integrity assurance. Served as primary point of contact and support for the Telesales modules and its related extensions and customizations. Served as secondary point of contact and support for the Online Marketing modules and its related extensions/customizations.

Responsibilities include educating the calling public on art classes available at the Wilson Center, updating the center’s database with contact information, coordinating with graphic designers the development of marketing collateral, and supporting the Education Manager in a variety of administrative duties.

Managed a team of eight coaches responsible for 90 out-bound associates contacting cellular subscribers in 155 markets throughout the United States. Developed, and maintained usage of the Avaya/Mosaix predictive dialer by creating, monitoring, and analyzing out-bound calling campaigns. • Advanced group from a local team to a national team. Developed all departmental procedures, guidelines, and goals. Established out-bound calling scripts, set up a process for downloading customer lists to the Mosaix predictive dialer, and created reports to monitor key performance indicators. In three quarters of 2002, the team exceeded migration goals by a minimum of 5%, and a maximum of 24%.• Facilitated over 100 performance-based interviews for coaching positions. Participated in four job fairs; interviewing customer service associates in order to grow the call center from a 300 to a 600-seat call center in a six-month period.• Within a two week period coordinated the change of the 100-member Pro Call team from out-bound to in-bound customer service associates. This included working with the IS team and the Trainers to ensure all resources were available to train the associates on a new billing system. Established measurement tools and provided visible leadership throughout the assignment.

Lead a team consisting of one coach and three resource planners utilizing Aspect/TCS Workforce Management Solution Software to create and monitored staffing schedules for a 250-seat call center. Analyzed call volumes and staffed for optimal service levels. Simultaneously managed a second team consisting of one coach and 20 out-bound associates utilizing an Avaya/Mosaix predictive dialer to contact our existing customers. Responsibilities included the development and monitoring of out-bound jobs, establishing departmental goals and coaching the team to provide outstanding customer service. • Implemented a permanent schedule bidding process while retaining 96% of the staff through the unpopular transition. • Decreased out-bound abandonment rate by 40% within first 6 months of taking over responsibility of the predictive dialer.

Guided a team of eight supervisors with responsibility for 120 in-bound customer service associates. • Developed an alert process for quick response to call volume spikes, monitored call volumes, and agent productivity; focusing on providing optimal service levels.

Coached a team of 15 Customer service associates and three team leads providing daily, monthly, quarterly, and annual performance feedback. Identified themes and trends to ensure maximum responsiveness to our customers’ phone inquiries.• Directed call center from Teknekron ACD to Rockwell ACD. Set up comprehensive reports using crystal reporting to effectively monitor call volumes and frontline associate performance. Recognized by peers as the call center expert on call routing and reporting issues.• Identified opportunities for improvements in daily processes resulting in a 9% increase in associate efficiencies over a three-month period.

Responsible for monitoring inventory levels and data entry for equipment sales culminating into monthly reports. Ordered and stocked sales floor with cellular accessories. Provided back up support to the office assistant and sales support at peak traffic times.