Caitlin Salyer
Panama City,FL
Summary
Motivated manager focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives.
Overview
8
8
years of professional experience
Work History
Customer Service & Collections Manager
Glenn Salyer Plumbing, Inc.
Lynn Haven, FL
09.2022 - 02.2024
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Developed policies and procedures related to customer service operations.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Investigated and resolved customer complaints in a timely manner.
- Implemented strategies to improve customer experience, retention, and loyalty.
- Managed accounts receivable, collections and credit activities for a large customer base.
- Analyzed customer payment trends and developed strategies to reduce overdue accounts.
- Negotiated payment plans with customers in arrears or at risk of defaulting on payments.
Clinic Supervisor to Billing Specialist
Pancare of Florida, Inc.
Panama City, FL
12.2015 - 06.2022
- Directed daily operations of clinic, including scheduling appointments, assigning tasks to staff members, and ensuring compliance with regulations.
- Supervised medical staff in providing quality patient care services and ensured adherence to safety protocols.
- Monitored inventory levels of supplies and equipment, ordering additional items as needed.
- Ensured that all equipment was properly maintained and calibrated according to established standards.
- Conducted periodic performance reviews for staff members, identifying areas for improvement and providing guidance on career development opportunities.
- Collaborated with other departments within the organization to coordinate care plans for patients.
- Created reports summarizing financial data such as billing information or budget expenses.
- Responded promptly to inquiries from patients or their families regarding health issues or treatment options.
- Assisted with resolving conflicts between staff members in a timely manner while upholding professional standards of conduct.
- Maintained up-to-date knowledge of current healthcare trends and best practices.
- Participated in regular meetings with senior leadership team members to discuss progress towards organizational goals.
- Encouraged collaboration between physicians, nurses, technicians, and other healthcare professionals.
- Delegated tasks to each member of staff and oversaw task completion, offering assistance to promote success.
- Interacted with patients, asked appropriate questions and listened carefully to deliver high level of clinical care.
- Reviewed medical records to ensure accuracy of billing information and patient data.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Calculated billing charges, prepared and submitted claims to insurance companies.
- Verified insurance coverage and identified third-party payers for billing purposes.
- Resolved discrepancies between customers' remittances and invoices received.
- Answered customer inquiries regarding billings, payments, account status.
- Investigated incorrect billings and processed refunds as necessary.
- Maintained accurate records of collections, adjustments and denials in the system.
- Reconciled daily cash receipts with total deposits on bank statement.
- Processed credit card transactions through Point-of-Sale terminals or online systems.
- Generated periodic reports summarizing account balances and collection activities.
- Worked closely with patients to discuss payment arrangements when needed.
- Assisted in developing strategies for improving collections processes.
- Analyzed financial data to identify trends in revenue cycles.
- Developed financial reports detailing accounts receivable aging status.
- Assisted with year-end closing tasks including preparing journal entries.
- Tracked changes in legislation that could affect billing procedures.
- Submitted claims to insurance companies and researched and resolved denials and explanations of benefit rejections.
- Investigated and resolved issues to maintain billing accuracy.
- Contacted insurance providers to verify insurance information and obtain billing authorization.
- Worked with team members and leadership to identify and develop process improvements.
- Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.
- Reviewed vendor documentation to comply with payment guidelines.
- Leveraged integrated billing software to submit accurate claims.
- Submitted claims to insurance companies.
- Answered customer questions to maintain high satisfaction levels.
- Monitored past due accounts and pursued collections on outstanding invoices.
Education
Dental Assisting Certificate - Dental Assisting
Everest College - San Francisco
San Francisco02-2007
Associate of Arts - Liberal Arts And General Studies
Pensacola State College
Pensacola, FL12-2002
Skills
- Schedule Coordination
- Regulatory Compliance
- Service Delivery Optimization
- Training and mentoring
- Workflow Management
- Handling Escalations
- Complaint resolution
- Customer Retention
- Customer Service
- Relationship Building
- Decision-Making
- Conflict Management
- Workforce Management
- Policy Enforcement
- Staff Training
- Cross-Functional Collaboration
- Staff Management
- Skilled multi-tasker
- Team Building and Leadership
- Tactful and diplomatic
- New Hire Training
- E-Clinical Works proficiency
Timeline
Customer Service & Collections Manager
Glenn Salyer Plumbing, Inc.
09.2022 - 02.2024
Clinic Supervisor to Billing Specialist
Pancare of Florida, Inc.
12.2015 - 06.2022
Dental Assisting Certificate - Dental Assisting
Everest College - San Francisco
Associate of Arts - Liberal Arts And General Studies
Pensacola State College
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