Deborah Acosta Email and Phone Number

Health Care Service Corporation - September 1995 -May 2018 Blue Cross Blue Shield – Illinois, Montana, New Mexico, Oklahoma and TexasManager (September 2007- May 2018)Supervisor (February 1999- September 2007)Customer Service & Claim Payment Technician (December 1996 - January 1999)Customer Service Representative (September 1995 - December 1996)• Responsible for daily operations with Claim Adjudication, Customer Service and Quality; goal setting, inventory management, call monitoring, quality improvement, payroll, budget, cost reduction, staffing model and scheduled workforce. • Oversight of department SOP -Standard Operating Procedures; responsible for content, accuracy and maintenance of material. Reviewed trending & analysis reports, identified opportunity for efficiencies and implemented quality & process improvement plans when necessary.• Provided leadership and guidance to all levels of employees through coaching & development, goal achievement, performance improvement, training, disciplinary action, focus group discussions and team collaboration for in office and telecommuter staff.• Coordinated and designed training material based on various skill level and learning styles.• Conducted meetings and presentations for clients, providers, employees and senior leadership.• Developed an Employee Mentor Program; led personal growth & career advancement training, along with Time Management and Conflict Resolution training through customized development sessions.• Experienced recruiter and on board process leader; screened applicants, conducted interviews, facilitated new employee orientation, set expectations, outlined roles and responsibilities.• Utilized knowledge of Medical Terminology, ICD9/10, HCPC and CPT Modifiers to appropriately adjudicate claims and resolve customer service inquiries for PPO and HMO policies.• Identified and corrected billing discrepancies to adjudicate claim payment appropriately.