Cathleen "Cathy" Dunaway
New Orleans,LA
Summary
Dynamic Billing/Customer Service Manager with extensive experience at Access Respiratory Homecare, excelling in claim resolution and regulatory compliance. Proven track record in fostering team collaboration and optimizing performance through effective task delegation. Proficient in navigating medical insurance policies and enhancing billing procedures, driving significant improvements in operational efficiency.
Overview
35
35
years of professional experience
Work History
Billing/Customer Service Manager
Access Respiratory Homecare
Metairie, LA
03.2015 - 03.2025
- Demonstrated strong verbal and written communication skills to convey ideas, provided clear instructions and foster open dialogue within the team
- Proven ability to delegate tasks efficiently, matching individual strengths to optimize team performance with medical billing outcomes
- Established a positive team culture by promoting collaborations, recognizing achievements and creating an inclusive environment that enhances overall team morale and productivity
- In-depth knowledge of billing procedures associated with respiratory equipment, including accurate documentation, insurance claims processing and compliance with regulatory requirements
- Demonstrated strong ability to resolve claim denials
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Managed the setup and billing of complex client accounts, ensuring compliance with contractual agreements.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Assigned work and monitored performance of project personnel.
- Reviewed appeals processes and assisted in preparing appeal letters when necessary.
- Resolved billing issues by applying knowledge and completing in-depth research.
- Coordinated preparation of external audit materials
Billing Representative
Patio Drugs DME
Metairie, LA
12.2008 - 03.2015
- Performed insurance verification, pre-certification and pre-authorization.
- Provided prompt and accurate services through knowledge of government regulations, health benefits and healthcare terminology.
- Completed quality assurance reviews of practices and billing histories.
- Worked with team members to identify and develop process improvements.
- Checked claims coding for accuracy with ICD-10 standards.
- Submitted claims to insurance companies and researched and resolved denials and explanations of benefit rejections.
- Reconciled codes against services rendered.
- Adhered to all applicable laws, regulations, and standards pertaining to billing practices.
- Submitted claims to insurance companies.
Customer Service Supervisor
Apria Healthcare
Harahan , LA
02.1990 - 11.2008
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Guided employees in handling difficult or complex problems.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Delegated work to staff, setting priorities and goals.
- Trained new customer service representatives on company policies and procedures.
Education
Riverdale High School
Jefferson, LA 05-1979
Skills
- Billing procedures
- Insurance claims
- Regulatory compliance
- Claim resolution
- Team collaboration
- Task delegation
- MS Office Suite
- Brightree
- Team DME
- Microsoft Teams
- Skilled multi-tasker
- Computer literacy
- Proficient in navigating and understanding medical insurance policies
- ICD-10 codes
Timeline
Billing/Customer Service Manager
Access Respiratory Homecare
03.2015 - 03.2025
Billing Representative
Patio Drugs DME
12.2008 - 03.2015
Customer Service Supervisor
Apria Healthcare
02.1990 - 11.2008
Riverdale High School
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