AVIS POTTER
Atoka,Tennessee
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Polite and professional Supervisor successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
31
31
years of professional experience
Work History
Supervisory Contact Representative
Department of the Navy
Millington, TN
09.2021 - Current
- Supervises contact representatives by providing administrative and technical supervision necessary for accomplishing the work of the unit
- Performs administrative and human resource management functions relative to staff supervised
- Establishes guidelines and performance expectations for staff, which are clearly communicated through both formal and informal performance management evaluations
- Analyzes individual employee and section performance and productivity on both a qualitative and quantitative basis in relationship to established goals and objectives
- Takes appropriate action to correct deficiencies when noted by reassigning work assignments, training, requesting additional staffing and/or overtime, and related actions
- Develops new or proposed policies, procedures, and guidelines and makes recommendations to management on the need for new or modified policies
- Assists higher level supervisor or manager in the development of proposals and/or plans related to the implementation of new or modified programs or projects
- Completes daily, monthly, quarterly, and annual reports and statistical data analysis as required by management
- Maintains computer generated data on production and timeliness of actions for use in determining whether employees are meeting certain performance standards
- Provides guidance and assistance to Contact Representatives to resolve issues without the involvement of a higher level supervisor or manager, except in unusual escalated issues
- Monitors recorded calls and live calls completed by contact representatives to track employee performance, identify training issues, and to evaluate contact representative's compliance with internal procedures and quality assurance requirements
Beneficiary Counseling and Assistance Coordinator
Department Of Navy
Millington, TN
02.2010 - 09.2021
- Served as a POC on matters relating to all programs available to the military health care delivery system, to include Uniform Services Health Benefits Program (USHBP), Continued Health Care Benefits Program, Program for Persons with Disabilities, MEDICARE, and Supplemental Insurance; Supplemental and Cooperative Care Program, local public programs and/or private insurance
- Possesses knowledge of managed health care programs and practices including considerable technical and practical knowledge of general clinical principles, terminology, and practice as they relate to the military medical environment and the Managed Care Support and Civilian Provider Network
- Maintained thorough knowledge and understanding of national and local civilian health care, sharing programs TRICARE, CHAMPUS, MEDICARE, Veterans Administration, and Federal health benefit programs that will allow the employee to recognize their needs
- Extensive knowledge of Privacy Act/ Healthcare Insurance & Portability and Accountability Act (HIPAA), and Freedom of Information Act (FOIA)
- Extensive background in civilian care billing and the associated fee schedule to reduce facility expenditures, while providing optimal access to care for the beneficiaries
- Counseled beneficiaries on the appeals process and Prime travel program
- Serves as a Health Benefits Advisor to clarify any changes in programs and policies issued by the Commanding Officer
- Assisted with claims appeals, grievances and determined the validity of collection claims and negative credit reports received for debts incurred
- Counseled patients concerning their eligibility, cost share and claim filing requirements
- Knowledge of DCAO regulations, procedures and policies to search though and interpret directives to apply directives to the specific transactions
Patient Services Liaison (Case Manager)
Patient Advocate Foundation
Newport News, Virginia
02.2008 - 02.2010
- Served as an active liaison and advocate between patients and their insurers, employers and/or creditors to resolve insurance, job retention and debt crisis matters
- Provided information to individuals and families regarding available resources
- Provided and facilitated cl0ent referral to appropriate programs in order to prevent further disruptions in individual and/or family functioning
- Provides assistance in expediting applications for SSDI, SSI SCHIPS, Medicaid and other social programs
- Mediated with insurance companies, creditors, human resource representatives, and government program representatives on behalf of patients to bring resolution
- Prepared and submitted outcomes based reports according to program specifications on a monthly basis
- Provided case management services to uninsured patients ensuring access to care
- Provided referrals and appropriate educational resources
Benefits Reimbursement Specialist
Patient Advocate Foundation
Newport News, Virginia
06.2005 - 02.2008
- Responded to and processed patients' and providers' requests for reimbursement
- Thoroughly explained the intent of the program and the expenditure process to patients and providers
- Prepared proof of expenditures for the patients and providers
- Tracked expenditures for patients and notified patients and providers when the award was exhausted
- Made an appropriate referral to the case management department when additional resources were needed
- Created and maintained patient files ensuring case files reflected current information
- Verified and entered completed expenditure requests and submitted to accounting for processing while working closely with the program accountant to ensure monthly goals were met
Billing Clerk
Gramercy Outpatient Surgery Center
Houston, Texas
10.2002 - 05.2005
- Entered medical codes and charges in the billing system for surgical procedures performed
- Submitted electronic and paper claims to insurance companies for payment and resolved electronic claim rejections
- Filed and distributed materials as required
- Possesses the knowledge of the requirements and procedures pertaining to manual filing, electronic record systems and their maintenance
- Prepared accurate documents for patient care as well maintained backup documentation and unbilled patient log for billing department
- Prepared bank ledger for daily deposits and assisted in end of the month closing
- Verified insurance for patients scheduled for surgery, obtained pre-certification and authorizations for surgeries, worked with physician offices to obtain required referrals for surgeries and calculated patient payment responsibilities
Program Secretary
Colonial Services Board
Williamsburg, VA
04.2000 - 06.2002
- Performed clerical duties to support interdepartmental administrators and interoffice staff
- Possessed exceptional knowledge of the organization's functions, programs, structure, routines, and procedures to receive phone calls and visitors, personally provide information on routine or procedural matters, or refered the question to the appropriate staff members
- Maintained calendars, task logs and other suspense items in electronic format for rapid access and reporting
- Typed, edited, formatted, and printed a wide variety of documents for the office staff, including correspondence, reports, technical notes, time cards, travel orders, presentation and briefing material in accordance with established guidelines and procedures
- Responsible for areas of organization which performed tasks such as locating and summarizing material, filing materials that may be difficult to categorize, as well as the more routine filing and mail duties
- Performed receptionist duties to include managing a multi-line switchboard
- Organized and recalculated reports for clinical staff while maintaining a high level of accuracy, patient confidentiality and customer service
Registrar
Saint Thomas Health Services
Nashville, United States, United States
12.1998 - 08.1999
- Registered patients and maintained the highest level of quality when obtaining, reviewing and verifying patient demographic information
- Obtained and recorded patient insurance information in addition to examining correct financial status and pre-certification information
- Advised users, via phone or in person of the availability of requested records/documents
- Maintained a high level of patient confidentiality and customer service
- Performed various medical record duties to include processing requests for release of information, maintaining a log for charts removed from the department for in and out patient care, and matched discharges with the original chart for assembling, analyzing, and coding
- Managed telephones and performed other office related clerical duties to support office operations
Personnel Services Specialist
US Army Reserves
Nashville, Tennessee
11.1993 - 10.1998
- Prepared reports on strength levels and status of personnel; Served as the POC for office to respond to non-technical and/or routine questions and obtained information from the appropriate representative
- Provided administrative assistance to staff by explaining procedures, assembling data, researching files, training employees on the use of equipment and providing other administrative support
- Participated in the solution of procedural and management problems requiring a working knowledge of the substantive programs of the office
- Transferred records, processed soldiers for separation and retirement; Processed applications for Officer Candidate school, Warrant Officer flight training, NCOERs, OERs, recommendations for awards and decorations and other training applications; Posted changes to army regulations and other publications; Knowledge of military terminology, organizations, rank structure, and lines of functional responsibility to process transactions and effectively deal with military personnel
- Possesses exceptional knowledge of military protocol to effectively deal with a variety of military personnel from the lowest to the highest ranks
- Has the ability to communicate, orally and in writing, with all levels of personnel and effectively impart information
- Prepared and maintained files on an automated data processing system and provided administrative support to the Personnel Administrative Center; Prepared and maintained functional files per Modern Records Keeping System (MARKS) personnel records-keeping system (manual and automated), DOD/Army and command reference document system to properly maintain personnel files and prepare written material
Veterans Admin Student Assistant/ Interim Business Office Manager
Draughons Junior College
Clarksville, Tennessee
01.1996 - 01.1997
- Functioned as the Interim Business Office Manager during hiring transition
- Advised office staff on administrative and procedural requirements and instructions
- Scheduled in-house conferences and meetings, following established procedures
- Prepared and distributed agendas
- Reviewed and interpreted administrative directives issued by staff to determine impact on current methods, procedures and practices
- Developed and, upon approval, issued internal administrative procedures
- Kept appropriate staff informed of new/changed administrative requirements
- Served as the initial POC in the resolution of administrative procedural problems
- Prepared reports as required and researched information accordingly
- Managed manual account ledger for students financial accounts
- Vast knowledge of administrative and clerical rules, practices, and procedures applicable to the processing of forms and requests used in various office support tasks, such as time and attendance, travel, and office supply requisitioning
- Prepared requisitions for office supplies, printing support, and related materials
- Organized a variety of training and briefing opportunities for new students, counselors, information technology managers, and program and course managers
- Tracked requisitions for timely completion
- Coordinated efforts with other employees involved in or affected by new or revised procedures
- Selected the most appropriate guidance from established procedures
- Performed duties that involved related steps, processes, or methods that are often numerous and varied
- Selected the appropriate procedures and/or actions, choosing from options that differ in such things as the type of software used, type of document or report to be produced or edited, or existing pre-recorded formats
- Entered students' personal and financial information into the computer, prepared and maintained transcripts for future reference, and prepared veteran educational packets and requests for benefits
Automated Logistics Specialist
US Army
10.1990 - 10.1993
- Established and maintained stock records and other documents such as inventory material control, accounting and supply reports; documented and processed classified materials; established and maintained stock records and other document accounting and supply reports maintained manual accounting and stock records, posts receipts and turn-ins, and performed due-ins and due-outs accounting; operated material handling equipment
- Performed property disposal storage functions; ensured application of special procedures for handling, storing packaging and shipping retrograde material, retrieved and analyzed history and activity files pertinent to system rejected documents; recommended additions and deletions to authorized stockage list; Unloaded, unpacked, counted, segregated and stored inventory
Education
Associate of Applied Science - Paralegal Studies
Draughons Junior College
Clarksville, TNAssociate of Applied Science - Computer Information Technology
Draughons Junior College
Clarksville, TNSkills
- Verbal and Written Communication
- Responding to Difficult Customers
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Critical Thinking
- Data Entry
- MS Office software
Timeline
Supervisory Contact Representative
Department of the Navy
09.2021 - Current
Beneficiary Counseling and Assistance Coordinator
Department Of Navy
02.2010 - 09.2021
Patient Services Liaison (Case Manager)
Patient Advocate Foundation
02.2008 - 02.2010
Benefits Reimbursement Specialist
Patient Advocate Foundation
06.2005 - 02.2008
Billing Clerk
Gramercy Outpatient Surgery Center
10.2002 - 05.2005
Program Secretary
Colonial Services Board
04.2000 - 06.2002
Registrar
Saint Thomas Health Services
12.1998 - 08.1999
Veterans Admin Student Assistant/ Interim Business Office Manager
Draughons Junior College
01.1996 - 01.1997
Personnel Services Specialist
US Army Reserves
11.1993 - 10.1998
Automated Logistics Specialist
US Army
10.1990 - 10.1993
Associate of Applied Science - Paralegal Studies
Draughons Junior College
Associate of Applied Science - Computer Information Technology
Draughons Junior College