Albertha Walley

• Provide technical assistance by explaining Health Insurance Responsibility Disclosure (HIRD) related issues, as well as state tax laws, regulations, and policies
• Participate in testing the HIRD application, making sure all fields work properly for end-user, and made suggestions to enhance the application
• Provide technical assistance on Paid Family and Medical Leave and Short-term Room Occupancy laws and policies
• Manage work log from the e-messaging queue within two to three business days-calling taxpayers to complete cases if needed
• Provide resolution to incoming calls on average 30-45 calls per day with only 1% of the calls elevated/transferred out for a resolution
• Managed high-volume caseloads, maintaining organization and prioritization to meet deadlines.

• Manage all aspects of patient scheduling, registration, and billing system; process lab requisitions and requests for diagnostic studies in the Emergency Department and nineteen off-site locations
• Lead training and orientation for new/current staff and provide cross-coverage
• Take complete and accurate information from callers, prioritizes information, and facilitate the communication of information to the appropriate medical person/area
• Enforce HIPPA guidelines of patient privacy and confidentiality
• Analyzed practice performance metrics regularly, identifying areas needing improvement or opportunities for expansion.

• Provided technical assistance by explaining Health Insurance Responsibility Disclosure related issues, as well as state tax laws, regulations, policies, and make outgoing calls on delinquent accounts-increasing compliance rate by 45%
• Managed work log from the e-messaging queue within two to three business days-calling taxpayers to complete cases if needed
• Educated the taxpayers and/or representatives on business tax forms, laws, policies, and assessments
• Provided resolution to incoming calls on average 35-48 calls per day with only 2% of the calls elevated/transferred out for a resolution
• Educated taxpayers about their rights and obligations under the law, fostering a positive relationship between government agencies and constituents.
• Responded to taxpayer questions and helped individuals complete and file tax documentation.

• Collected over $2.5 million in tax liabilities from mostly delinquent accounts

• • Analyzed financial accounts, tax returns, and related documents to determine the proper tax obligation and made appropriate recommendations for personal income and business taxes
• • Educated the taxpayers and/or representatives on various tax forms, laws, policies, and assessments

• Negotiated and established Small Payment Agreements and recommended release of bank and wages levies

• Investigated and pursued delinquent accounts.