Leanne Nielsen Email and Phone Number

Oversee the daily operations of the collections floor and billing department. Coordinating with these different teams to foster exchange of ideas and provide cross-team learning opportunities. Work directly with the President, Vice president and Director to implement new procedures, while improving operation management systems, process and best practices. Long term planning to implement new technologies to achieve higher level of customer service. Identifying potential problems and points of resistance while working to achieve solutions to maximize efficiency and revenue.

Training and onboarding of new employees, up-training of current employees, ensuring that all staff completes their yearly FDCPA and HIPPA courses. Collected information about company objectives and employee deficiencies in order to assess training needs. Reviewed effectiveness of programs and proposed updates to maximize success. Developed effective training manuals, modules and teaching aids. Monitoring of phone calls, and account audits, mentoring and developing staff to increase monthly collection results.Member of the ACA to ensure POM remains compliant in all collection efforts. Daily monitoring and tracking of agents work production, call volumes, and dialer statistics. Orchestrated projects within strict timeframes and budget constraints by employing critical thinking to solve complex problems and working closely with senior leaders.

Managing the activities of a staff of 13 while concurrently overseeing activities related to collections and customer service. Responsibilities include the daily handling of escalated phone calls pertaining to delinquent accounts, working with customers who are holding past-due accounts while maintaining a positive and member centric relationship with them. Coaching and up-training of current staff as well as new hires in collections psychology and strategies, ensuring every collector utilized the most successful communication including verbal and written demands for payment. Monitoring of phone calls, and account audits, mentored and developed staff to increase monthly collection results. Prepared monthly and yearly evaluations of collector's performance to evaluate trends and enable proper coaching plans individualized to each collector. In the absence of the manager, during extended leave I managed to and exceeded goals for year end in 2016. From December 2017 to June 2018 I was the acting manager of the department exceeding goals and handling all aspects of the department for both the supervisor and manager.

Project Manager, Recruiter, Assistant to COO, Backup Collections Supervisor: (March 2013 – Present)Promoted to Project Manager in March of 2013, and assumed responsibility for operational performance enhancing projects, production of key performance matrix statistics for collection operations, and assist in preparation of all new requests for proposal for new business. Maintain the corporate sales database on solicitation efforts of new prospects. Responsible for maintained of predictive dialer system, assuring that all applicable management is aware of operation upgrades and managing result and implementation. Act as a key point of contact for recruitment of staff both in house and for an offsite location at a key client. Assure all recruits meet company standards, and have appropriate background though management though all of the recruitment internet sites utilized. Key member of SSAE project team to enhance corporate compliance and operation efficiencies. Major projects completed include assisting in the installation of new company phone system, new office computers, new skip tracing tool, and web based payment processing program.

Promoted to a supervisory role job functions included, managing the LiveVox Automated Dialer system on an on-going basis.Supervise a team of 15 individual agents. Enhanced company dialer strategies to ensure the maximum efficiency and revenue generation while ensuring compliance with state laws and collection regulations. Ensured that all goals were met by individual agents, and that company goals were achieved. Trained and mentored new employees through one on one coaching to ensure they met company standards and have the best opportunity for success. Tracked and implemented enhanced account reviews, as well as more detailed agent reviews to ensure the best possible work quality and track improvement trends. Recruiting Role: Recruiting, reviewing, and recommending hire on new collection agents and support staff (billing, legal, and client services) as well as staff for an offsite hospital based team (Admissions, billing, Credit and collections, Insurance Verification, Cash posting, Radiology Registrars etc.) Assistant to COO: Work directly with the Chief Operating Office, and Director of Administration of the company. Completing special projects, and assisting with proposal preparation. Attended departmental meetings and webinars.

Client Services Department: After three months in this role, was made backup supervisor for when the need arose. Functions in this role included: Electronic loading of new work, manual data entry of new accounts, itemized billing, payment review, special projects, legal referral review, linking and de-linking of accounts, verification of checks, use of client systems to verify payments and obtain insurance information, as well as demographical information.

No-Fault Claims Examiner - Using Reg. 68 and the policy written by CWI to review and process no-fault claims. Customer service of claimants and their representation as well as providers. Working knowledge of the workers compensation fee schedule. As well as all other aspects of daily claim life.

Promotion to Arbitration – Litigation Unit – Prepared case defense packets and recommendations for upcoming court dates. Dealt with American Arbitration Association settling and defending arbitration cases. Prepared files for defense in litigation, as well as settling cases within set corporate parameters with provider’s attorneys or providers. Also acted as an expert witness as needed for the defense of litigation and arbitration cases.

Claims Representative (Promoted)Data Entry – Coding of new claims and review of loss. Determining reserve amounts. Cancellation and reissuance of all reimbursement checks, as well as the handling of all examiners’ letters.

Receptionist, data entry, entry of all checks for each quarter per client, book keeping, filing, collating tax returns, accounts payable/receivable using the Peachtree system, bill payment, collection of past due balances, appointment setting, and made travel arrangements.