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Tel: PHONE NUMBER AVAILABLE E-mail: EMAIL AVAILABLEExcellent Presentation Skills Quality Assurance Focused - Building Relationships - Looking for New OpportunityProfessional ExperiencePhilips Malvern, PA October 2013- September 2023Employee Development, QA Manager & Trainer Collaborate with department heads and HR to identify training needs and objectives. Conducted thorough QA testing for customer service interactions, ensuring adherence to high standards in Billing, Sales, Reimbursement and Customer Service. Foster a learning environment to help employees learn, adapt, and relearn to keep up with changing environments. Train representatives on the reimbursement and billing process through Medicare and Medicaid. Create engaging and interactive training materials, resources, and activities. Deliver training sessions through various methods, such as workshops, webinars, and coaching sessions. Evaluate training effectiveness and make improvements based on feedback and performance metrics. Ensure all training content, methods, modes, and platforms align with the training and development strategies. Train representatives on governmental regulations HIPAA, OSHA and other compliance programs. Manage Learning Management System (LMS) and ensure all employees are properly trained in system functions. Led workshops and brainstorming sessions, driving innovation and process improvement. Implemented employee recognition program to enhance workplace culture. Create and administer quantitative and qualitative testing for new and existing employees Strong understanding of revenue cycles through billing, collections, coding, and payment posting. Generate reports detailing customer service performance and quality.Biotelemetry/Philips -Malvern, PA July 2007- October 2013Supervisor Coordinate with healthcare providers, national account executives, physicians and clients to facilitate the initial cardiac outpatient healthcare enrollment process Prepare appeals and follow up on claims Responsible for verifying insurance coverage, submitting reimbursement claims, and communicating with insurance companies. Identify methods of payment for patients Review records, coding, and billing practices to ensure compliance Collaborate with divisional team leaders to produce reports detailing the historic performance of customer service representatives and improving the internal quality control between representatives and clients Oversee a group of ten created and implemented policies and procedures Train new representatives in client interaction, healthcare providers and internal quality controlCorSolutions Plymouth Meeting, PA June 2006- May 2007Marketing and Enrollment Division, Enrollment Specialist Research and maintain extensive database of client accounts consisting of proprietary medical history Promoted the CorSolutions brand and educated clients about company services and medical programs Work as a liaison between nurses and patients for the disease management program Analyzed and forecasted marketing trends within the industryChrysler Financial- Philadelphia, PA August 2004- May 2006Bankruptcy Division, Financial Analyst Conducted financial analysis and investigative cases filed by businesses and individuals under Chapter 7 and 11 of the United States bankruptcy code Collaborated with attorneys and financial trustees to develop operational guidelines, reporting forms, and policies and procedures as related to bankruptcy petitions and analyzed debtors financial information in accordance with Chapter 11 Reviewed Assist soldiers with the refinancing of vehiclesEducationHoly Family University, School of Business Administration Philadelphia, PABachelor of Science, MarketingAdditional Skills Proficient in Microsoft Word, Excel and PowerPoint Project Management Skills Strong understanding of marketing principles LMS SalesforceAwards Multiple awards for customer excellence and employee development Multiple awards for customer service |
