Alicia Feliciano
Community Home Infusion
Moorestown,NJ
25
years of professional experience
Results-oriented manager with expertise in healthcare and logistics. Led initiatives that enhanced productivity and customer satisfaction while driving revenue growth. Focused on optimizing operational procedures and leveraging employee talent to meet organizational goals. Committed to cultivating a culture of continuous improvement and innovation.
Work History
Account Executive
5 Years- Maintained routine communications with territory, regional, and strategic managers to enable daily support and account-level strategic planning.
- Presented new and existing customers with profitable product options to support ongoing territory-wide revenue goals.
- Researched competitor products, services, and trends to target prospects in other territories and support business development efforts.
- Investigated, addressed, and resolved unique and recurring complaint cases to enhance operational performance and strengthen loyalty.
- Exceeded targets by building, directing, and motivating high-performing team to support performance goals.
- Spearheaded efficient resolutions for wide-ranging customer issues to offer outstanding service and maintain high customer satisfaction.
- Managed daily administration workflows to ensure accurate sales inventory records and complete order documentation.
- Identified growth opportunities and executed strategic territory expansion to increase division profits.
- Collaborated with Sales team members and led negotiations to advance business discussions.
- Drove new client acquisition while building and maintaining referral partnerships.
Customer Service Manager
17 Years 6 Months- Supervised day-to-day office operations for staff, coordinating routine administrative activities.
- On-call triage support improved response handling. Emergency calls received prompt attention. Troubleshooting and dispatch activities moved forward efficiently.
- Managed daily production reporting and performance review cadence, ensuring timely evaluation of production performance.
- Coordinated insurance verification and authorization processes to enable insurance collection activities.
- Utilized ICD-9/ICD-10 and HCPCS coding knowledge to maintain coding accuracy and consistency.
- Ensured HIPAA compliance to support regulatory adherence and privacy protections.
- Applied DME guideline knowledge to ensure compliance with all insurance requirements.
- Located and retrieved medical records during check-in to support record access and operations.
- Oversaw team productivity and coordinated work flow processes to achieve service quality goals.
- Conducted ongoing performance evaluations for CSRs by providing accurate, specific, and timely feedback.
- Maintained operational continuity by cross-training and backing up other customer service managers.
- Actively maintained current working knowledge of CPT and ICD-9/ICD-10 coding principles, government regulation protocols, and third-party requirements to support accurate billing processes.
- Managed communications with providers and medical professionals to ensure compliance with billing and documentation policies, procedures, and regulations.
- Performed billing and coding procedures for outpatient services to support accurate claims processing.
- Investigated patient billing and payment issues to maintain accurate account status and support timely payments.
- Defined improved customer service benchmarks and optimized operational workflows to enhance day-to-day efficiency.
- Coached associates through ongoing training to strengthen performance-oriented strategies and customer service techniques.
- Supervised employees and evaluated performance to identify training needs, supporting development of plans to reduce process lags.
- Completed special projects by applying decision-making, critical thinking, and time management to meet project deadlines.
- Established cross-functional partnerships across internal teams, Sales, Finance, and Operations to support process improvement and efficiency.
- Improved customer service initiatives by streamlining sales and order management processes to reduce friction across order creation and tracking.
- Developed and published metrics to assess organizational performance in delivering world-class customer service.
- Managed client correspondence tracking records and leveraged data communications to support traceability initiatives.
- Implemented customer interface management systems across telephone communication, email marketing, live chat, and social media to sustain continuous improvement.
Admistrative Assistant
5 Months- Handled front-desk reception operations to support smooth visitor flow and professional customer service.
- Filed, sorted, and organized inter-office documents to ensure accurate recordkeeping.
- Prepared, organized, and submitted outer office court filings for proper recordkeeping.
- Directed mail receipt sorting by destination and ensured accurate distribution of outgoing mail across mail room operations.
- Compiled and prepared medical packages for submission in support of court hearings and arbitrations.
- Coordinated office supply ordering and distribution, tracking spending alignment with fixed office budget.
- Assessed guest needs and directed guests while routing deliveries and coordinating courier service arrivals.
- Answered incoming and outgoing calls and recorded accurate messages to maintain efficient call handling.
- Managed opening and proper distribution of incoming mail to maintain smooth daily operations.
- Greeted VIP visitors, vendors, and interview candidates with professional front-desk presence.
- Screened visitors and directed visitors to appropriate employee or office to support efficient front-desk operations.
Account Representative
1 Year 1 Month- Processed incoming mail by opening and distributing to maintain document routing accuracy.
- Managed patient intake communications and facilitated information flow between patient needs and county assistance offices.
- Coordinated patient and field representative appointment logistics to ensure collection of required information for eligibility determination for medical assistance.
- Reviewed and followed Pennsylvania Medical Assistance guidelines to ensure correct completion of medical assistance-related requirements.
- Developed a debt repayment plan with the customer based on current financial condition to support repayment planning.
- Provided guidance on debt repayment options and strategies to support resolution and maintain professional customer communications.
Education
BBA - Business Management
- Bachelor of Arts in Business Management
- Dean's List 2019-2023
- 3.8 GPA
High School Diploma
- Student government representative
- Community service representative
Skills
Account management
Sales strategy
Client relationship building
Relationship building and management
Report creation
Analytical reasoning
Strong focus on accuracy
Timeline
Account Executive
Community Home Infusion
09.2021 - 09.2026Read More
Customer Service Manager
AdaptHealth
01.2004 - 07.2021Read More
Admistrative Assistant
Richman, Berenbaum, and Associates
08.2002 - 01.2003Read More
Account Representative
Healthcare Receivable Specialists Inc.
07.2001 - 08.2002Read More
Strayer University
BBA from Business Management
Read More
Little Flower Catholic High School For Girls
High School Diploma
Read More