● Managed collections department, including the distribution of workload among the AR representatives, call monitoring, coaching and training.● Dealt with Entities to negotiate the processing and release of monies, insurance claims. Included Insurance companies, mortgage companies, contractors, and homeowners.● Created new processes and procedures – new company required. Created AR Collections process book.● Achieved two (2) consecutive $2 million plus revenue collection months (original monthly average $350k).● Generated daily and weekly reports for each AR Rep, Collections Team, upper management, and stakeholders; included 1-30, 30-60, 60-90, 90+ reports, stakeholder analysis of individual contractors.● Handled all escalated legal action; including the filing of property liens, small claims filing / appearance and representation, lawyer analysis a gathering for lawsuit filing.● Established company with external hardcore collection agency, liaison and post litigation collection agency. Includes monitoring, required next action approvals, and legal action.● Mitigated service issues and escalated issues with customers.● Visited professional customers to review open AR and come to agreeable terms to rectify outstanding AR.● Visited homeowners and collected checks for outstanding AR, provided full scope of process explanation.● Represented company in legal lawsuit and court appearances against homeowners and professional customers. ● Performed H/R functions; including interviews, hiring / firing, disciplinary actions and 30-60-90 day evaluatio ● Posted all payments received, refunds, and re-allocation of funds on accounts and / or funding’s. ● Liaison for establishing a relationship with external entities, including insurance and mortgage companies. Deemed 'Preferred Vendor'. ● Established local professional relationship with major banks - insurance Loss Draft Dept. ● Established company and became member of the Mortgage Bankers Associations (MBA).

• Regional Business Analyst for local and global business processes for Order to Cash, Service Delivery, Supply Chain, AR, AP, Warehouse, Technicians lab. Created all process documents, work instructions, test scripts for the Oracle EBS release 12.1.2 global upgrade project.• Managed Service Desk ticket queue (VMWare): Completed 50-60 tickets per week, completed minor business change requests and updates. Avg ticket closure time was 24 hours.• Collaborated and supported regionally and on a global scale with other regions business departments as well as IT personnel for Oracle EBS (Order Management, financial, Service & Depot Repair, Technicians, Install Base / inventory Modules) and Online Applications {iStore B2C, myCochlear Recipient (mCR), myCochlear Professionals Portals (mCP), Salesforce, Brightree} for support & development. • Managed and lead multiple projects (IT-PMO) to provide the business with automation & efficiencies for internal & external customers: Collection of business requirements, Design & Development, SIT / UAT testing, Decision Point Meetings, implement planning, work instructions, training documents, and training.• Created and provided training material for daily business functions to management, internal staff, and external professionals. • Composed all documentation for projects, including BRS (Business Requirement Specs), Business (IT) Design documents, IT Setup Documents, power point presentations, training material, test scripts (SIT / UAT testing), and meeting agendas. • Set up all new employees in Oracle EBS & applications, including maintenance, quarterly audits and security accesses to ensure each position had adequate resources available.

• Managed team of 9 employees; including hiring, disciplinary action, performance management, and annual reviews.• Successfully managed Call Center for order placement of parts, service, and accessories, using insurance. 250-300 calls per day with 6 primary phone intake and 3 data processing representatives. Our team had the best statistics throughout the entire company.• Reduced insurance ‘orders in process’ to lowest count of 999 from acquired 2300. • Call coaching - Ulysses call analysis, for call strategy (steps application) and content. • Effectively maintained and facilitated all incoming channels of order placement or insurance inquiries; including emails, faxes, phone queue calls, web chats, iStore (B2C), and department emails.• Maintain appropriate handling of orders and w/in specified 24 hour turn around of entry, responses, correspondences, and/or facilitation.• Analyzed, maintained, and managed reports: daily queue metrics, department document metrics, back order reports. Triaged service failures, escalated calls, and issues.• Trained new representatives, in all duties of the company and dept.• Develop, implement, and deploy new processes, procedures, and policies.

Supervisor, Regulatory & Managed Care• Managed team of 17 employees; including hiring, disciplinary action, performance management, annual reviews, and 30-60-90 day evaluations.• Analyzed aging buckets and created management plans to help minimize claim aging.• Delegated tasks effectively by shifting work files and payers to balance the workloads for each employee.• Identified and provided to upper management collections updates, problems with certain payers and accounts. Set up and handled calls with insurance payers regarding general issues and individual accounts, as well as customer service.• Approved time off and managed payroll for employees.Patient Account Specialist Lead / Technical Team Lead• Trained new employees and clinical staff on processes and insurance changes/updates.• • Successfully reduced drug waste spending by appx $2 million in 2008, with drug management as a major contributor to the PQE (Practice Quality & Efficiency) team.• Analyzed and reported weekly drug audits for the entire company, as well as charge corrections.• Reviewed and made corrections to claim edits, payer edits, and TES edits; some of which were from our claims clearing house to ensure appropriate billing.• Provided soluble solutions to problem accounts with insurances, patients, and drug replacements.• Liaison for those payers which had strict contracts, such as PHP and URN/BMT; including revenue reconciliation.Patient Account Specialist / Appeals Specialist• Engage commercial payers; including follow up, denials, rejections, reconsiderations, and appeals.• Updated demographics and ensure correct billing of claims for steady billing and revenue.• Maintained work files and work queues, both account and invoice based.• Collected $19 million revenue months on 5 occasions, including lowest ever DSO (days claims outstanding) of 30 days.• Provided new system analysis and implementations for both applications and processes.

• Effectively billed Medicare and accurate coding, while maintain charts and patient accounts.• Managed numerous account branches nationwide, billing, and cash. Resolve all issues to bill Medicare correctly as well as secondary insurances with branch coordination.• Work hand in hand with collectors in order to bill out patients claims for secondary payments and/or patient balances.• Billed out appx $1.5 million per month gross revenue.

• Processed payroll, including commission reports and monthly residuals for inside and outside sales team.• Managed payroll for sales and office staff, as well as technicians.• Worked A/R, generated all order billing to customers, including discrepancies and inquires on invoices.• Maintained collections on past due accounts, while reducing to historic low of 6% past due.• Answer incoming calls: back up on phones.• Handled A/P and all sales/use taxes for the company.• Mitigated service issues, took service orders, and provided customer service support.• Managed all H/R functions, including 401k, benefits, workman’s comp, etc.