Customer Service Manager
Resume:
LINDA S AGUIAR
Port St Lucie,FL 34953
abkdhu@r.postjobfree.com
Objective: To obtain a job that utilizes my skills and experience in an organization
with growth opportunities.
MEMORIAL HEALTHCARE SYSTEM
Miramar, FL 9/23/88 to present
MEMORIAL HEALTHCARE SYSTEM
Remote Agent/Call Center 12/15/07 to present
Schedule, Pre-register patients coming in for outpatient diagnostic services or outpatient
surgery. Verification of benefits, precertification, calculation of financial
responsibility using CPT codes and ICD9 codes, and collect copay,
deductible or co-insurance.
MEMORIAL HEALTHCARE SYSTEM
Department Manager//Pt Access/Pre-registration 11/15/02 to 12/15/07
Leadership and development of Patient Financial Representatives as
they are servicing customers via inbound/outbound calls for pre-
registration. .
• Manage employee's in a registration and call center environment,
registering and answering approximately 1500 calls per day.
• Analyze and prepare reports of calls answered, pre-registration and
appointments scheduled to report to administration.
• Establish and maintain knowledge of policies and procedures for the
Centralized Scheduling Department as well as Accounts Receivable
Management.
• Monitor the timely resolution of aging reports and denials.
• Monitor insurance verification process for contracted and non
contracted insurance plans.
• Instrumental in implementing; home based employees, new IDX
system, new CareCast system, Omega, Desk Top Faxing, Self pay
Procedure and AR Bill pay, all of which increased the
reimbursement from all payors.
• Coaching and developing of Patient Financial Service
Representatives via formal and informal feedback.
• Manage 45 employees, scheduled work hours, resolved conflicts,
determine salaries, initiate and authorize employee-hiring,
promotions, counseling, discharge and transfer.
• Monitor and analyze departmental costs.
Schedule and provide pre-registration for Rehab Department.
• Structure and maintain an online insurance and scheduling matrix.
• Assist Departmental Leadership Team to implement change within
the department.
• Employee recognition, motivation and counseling
• Maintain and monitor telephone calls for quality standards as
determined by A/R Management Policy & procedures.
• Maintain and monitor quantity and effectiveness standards as
determined by A/R Management Policy & Procedures.
• Responsible for accurate payroll administration and attendance
records
• Research and problem resolution on escalated calls,
communicating the outcome to the customer as appropriate .
MEMORIAL HEALTHCARE SYSTEM
Outpatient Registration Manager 11/19/00 TO 11/15/02
• Handled all customer service issues in the department
• Managed 20 employees in outpatient registration, scheduled work
hours, salaries, initiate and authorize employee-hiring, promotions,
counseling, discharge and transfer.
• Monitor and analyzed departmental costs
• Analyze and prepare reports for Administration
MEMORIAL HEALTHCARE SYSTEM
ARM Resource Coordinator (Trainer) 4/20/99 to 11/19/00
• Reviewed daily error reports to analyze where and what kind of
errors were being made.
• Trained staff on error issues
• Trained on all 3 shifts (morning, afternoons and midnights)
• Trained staff on new systems (IDX, Carecast, )
• Trained staff on online matrix
MEMORIAL HEALTHCARE SYSTEM
Patient Registration/Team Lead 9/23/88 to
4/20/99
Education: Florida Atlantic University Boca Raton, Fl
Bachelor in Business Administration 1998
References: Available upon request
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