Daniel Golightly Email & Phone Number

Frisco, Tx

• Supervise a team of 24 agents’ and 2 Team Leads • Work with over 21 Physician practices and over 3,000 physicians contracted over 9 US states• Evaluate operational metrics, project timelines, and other values in order to gauge success and implement any changes necessary to increase efficiency• Manage agent skill sets through incontact phone system to assure we meet daily and monthly service levels• Work directly with senior leadership to improve department goals and client relations• Implement and create SOP’s for my department• Interview applicants for department hire • Review, understand and explain medical CPT codes, claim notes and Explanation of Benefits • Experience billing to Medicare and Medicaid • Attend weekly client WebEx meetings for updates and changes • Lead monthly department huddles • Verify Insurance Eligibility• Follow and comply to HIPAA policies and procedures. • Review any HIPAA violations and report to the compliance team. • Manage and approve agent schedules, time off request and time cards • Work directly with Managers, Practice Managers, Analyst and Directors to resolve patient disputes/insurance issues and provide feedback to the patients. • Responsible for opening and closing duties for the department • Research accounts and respond to escalated patient inquiries• Track account escalations/accounts worked on excel spreadsheets • Run monthly/weekly KPI/Metric reports for agent performance evaluation• Coordinate and assign projects among team leads/agents • Weekly one on ones with team leads • Create Mid-Year and Annual Lead/agent reviews• Review Quality Assurance audits with agents

Frisco, Tx

• Provide 1 on 1 coaching/feedback to agents regarding QA and metrics• Run daily reports and provide feedback to leadership• Work and assign cases to resolve disputes and account issues• Send out team communications for process and policy updates • Provide strategies and best practices to ensure agents improve all metrics including average handle time, after call work, calls handled and provide first call resolution• Work on skill set training for new agents as well as consistent process training with all current reps as keeping in touch with all new and current processes and training agents as soon as possible in the most thorough way possible• Work projects assigned by supervisor and Manager • Review claim notes, cpt codes and dx codes for patient dispute resolution• Work claims and bill to patient’s insurance policy if needed • Research and respond to escalated patient inquiries • Weekly one on ones with agents

Frisco, Tx

• Assist patients with their billing statements • Review claims and explain billing to the patients• Add and verify insurance eligibility• Review and understand Insurance Explanation of Benefits • Open and follow up on patient dispute cases • Payment research • Work with insurance reps to resolve insurance billing issues• De-escalate irate patients in a timely manner • Follow SOP’s and take calls to meet month metrics • Follow and adhere to quality guidelines• Know and follow HIPAA guidelines • Direct patients to the Practice or Hospital when needed• Print and mail out statements/payment receipts to the patient

Frisco, Tx

Responded to escalated irate customers who required professional attention to meet service levels for the company. Assisted associates with account inquires and system processes.Trained and developed new associates on a national level to increase business productivity and success rate. Functioned as Site Process Coordinator for the Employee Voice and Vision committee responsible for coordinating meetings to generate ideas for site improvements and company developments. Coordinated meetings regarding compliance defects, provided guidance and recommendations to help associates adhere to compliance guidelines to help meet banking regulations. Created and presented documents to executive leaders of the company areas of growth and development. Processed and faxed legal documents from the company to the customer and excelled in daily/monthly goals for performance metrics

Bach Of Science, Kinesiology And Exercise Science

Associate Of Science (A.S.), 3.1

Education record