o To compile the information necessary to perform A/R collections o To ensure claims are correctly filed o To prepare required reports including A/R aging o To establish accounts for follow up o To locate and notify customers with delinquent accounts o To resolve discrepancies in a timely fashion, establish clear payment schedules o To assess accounts to be re-billed over 120 days. o To prepare accounts to be written off and turned over to outside collections agency. o To answer incoming A/R inquiries and follow up o To notify Manager/Supervisor of problems and risky clients o To assist with other duties assigned by the Manager/Supervisor o Make outbound calls or research online notes to various types of payers i.e., patients, insurance companies and providers to address and resolve delinquent accounts in the assigned queue. o Review patient information to determine why claims weren’t paid, update accordingly and resubmit. o Review outstanding balances to determine if financial responsibility is assigned to appropriate party. If incorrect the Collector will update account and re-bill or adjust correctly. o Report daily productions weekly to Manager/Supervisor o Meet required production numbers as set by Manager/Supervisor. o Properly appeal cases when necessary and according to carrier and company policy. o Advise Clients/Manager/Supervisor of medical necessity denials due to non-compliance of insurance medical policies and research medical policies when necessary

o To perform A/R Self-Pay collections o Answer in and outbound calls. o Email collection letters to patients. o Responsible for locating and notifying patient of their outstanding debt and work towards reconciling. o Responsible for arranging for debt repayment and establishing a repayment schedule for the patient to resolve outstanding debts. o Work Return Mail Statements and notate accounts of changes of addresses o Communicate with appropriate clinic personnel regarding patient complaints and concerns o Communicate with the Posting and/or Billing Departments regarding any errors on patient accounts o Research and prepare accounts to be written off and turned over to outside collections agency. o To notify Supervisor of problems and risky clients o Review outstanding balances to determine if financial responsibility is assigned to appropriate party. If incorrect the Collector will update account and re-bill or adjust correctly. o Collector will note accounts with current actions o To assist with other duties assigned by the Manager o Provide backup staffing for the Customer Service Department

Audit insurance claims and search for underpayments. o Negotiate with insurance companies for settlement payments. o Collect insurance claim data for review to ensure timely resolution on existing and outstanding issues. o Review insurance claims to determine which claims require an appeal. o Consistently follow-up with the insurance company to discover the determination and the appeal progress level. o Send letters to patients requesting appeal authorization. o Write appeal letters to insurance companies to resolve denials. o Process the original claims determination correspondence. o Maintain a call log inside the patient electronic file. o Resolve patient and medical facility complaints. o Resubmit claims as required. o Cross-trained in the billing claims process, resolve billing inquiries and enter patient information into the system.

I supported American Airline employees, via the telephone(60 to 70 calls per day) email, or chat for benefit enrollment changes and terminations, explanations and comparisons of Medical, Dental and Life Insurance, Short and Long Term Disability Insurance, Vacation, Retirement and Life Event changes such as marriage, death, divorce, birth or adoption of a child. The calls were 90% inbound and 10% outbound. If there was missing information to complete a case, paperwork or a resolution to a case we would contact the participant with further information.· One of four representatives chosen to work on the resource line to assist Mercer call center representatives with plan details or take supervisor calls and escalate issue if needed.· Completed pension and retirement training for American Airlines in March of 2010 as well as working at American Airline Headquarters to assist AA employees with Pension benefits in May 2010 as well as promoted to PSR2.· As of March 2012, I began processing deaths for active and retired employees with the Survivor Support Team. · As of September 1, 2012, I was promoted to Team Lead (PSR3). Assist my immediate supervisor with 20 to 40 representatives daily with daily staffing report, client projects, monthly quality for all representatives (20 to 40), coaching representatives, handle client escalations, train newly hired employees for specific client (8 to 20 representatives), and conduct interviews for potential candidates.