Summary
Overview
Work History
Education
Skills
Timeline
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Charlana Henley

Hueytown,AL

Summary

Results-driven Follow-Up Specialist with extensive experience in customer service and account management. Proven ability to enhance customer satisfaction through effective problem-solving, time management, and relationship-building. Achievements include significantly improving customer retention rates and receiving positive feedback for prompt issue resolution. Seeking to leverage expertise in a dynamic environment to further elevate client engagement and service quality.

Overview

17
17
years of professional experience

Work History

AR Follow Up Specialist

Abax Health
Chattanooga, TN
12.2023 - 01.2025
  • Maintained up-to-date records of all customer interactions in database system.
  • Contacted insurance companies to check status of claim payments.
  • Wrote appeal letters to insurance companies for denial of claims.
  • Called insurance companies to follow-up on unpaid or rejected claims.
  • Participated in regular meetings with management teams in order to discuss current challenges and strategies for improvement.
  • Ensured that all documents were filed accurately according to established protocols.
  • Identified and resolved discrepancies between submitted claims and insurance carriers' responses.
  • Researched patient accounts to ensure proper billing codes were used.
  • Maintained accurate records of claim status information in the database system.
  • Reviewed and validated insurance claims for accuracy, completeness, and compliance with established policies and procedures.

Reimbursement Specialist

Unified Health Services
Memphis, TN
08.2021 - 10.2023
  • Investigated complex cases involving multiple providers or incorrect coding issues.
  • Developed relationships with insurance companies to facilitate timely payments.
  • Verified that all necessary documents were included in each request before submitting it for payment.
  • Ensured compliance with applicable laws and regulations when processing reimbursement requests.
  • Reviewed and processed reimbursement requests in accordance with company policies and procedures.
  • Maintained confidentiality and integrity of patient data.
  • Determined medical necessity, using individual insurance carrier regulations.
  • Researched rejections, investigating problems to appeal claims.
  • Verified clients' insurance claims coverage by coordinating with providers.
  • Submitted claims to insurance companies.
  • Checked claims coding for accuracy with ICD-10 standards.

Medical Debt Collector

State Collection Service
Beloit, WI
04.2020 - 08.2021
  • Utilized skip tracing techniques when attempting contact with hard-to-reach debtors.
  • Adhered strictly to departmental procedures while handling sensitive information.
  • Reviewed patient files regularly to ensure compliance with HIPAA regulations.
  • Explained hospital policies and procedures related to billing practices and collections efforts.
  • Processed credit card payments from customers over the phone or online via secure portals.
  • Assisted patients in understanding their billings statements, insurance coverage, and payment options available.
  • Monitored accounts receivable aging reports daily for timely follow up on overdue invoices.
  • Employed effective negotiation tactics when discussing repayment terms with clients.
  • Conducted outbound calls to customers regarding past due balances, payment arrangements, and other account inquiries.
  • Responsible for contacting patients with outstanding medical debt and negotiating payment plans.
  • Maintained detailed records of all correspondence with patients concerning their debts.
  • Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.

Administrative Assistant

Independent Sitter Services
Birmingham , AL
06.2008 - 11.2019
  • Maintained a filing system for patient records and physician orders.
  • Prepared patient charts for upcoming appointments, including collecting patient history forms and other relevant documents.
  • Performed data entry tasks including transcribing dictation of medical reports into electronic health records system.
  • Assisted with scheduling diagnostic tests such as X-rays, MRIs, and CT scans when requested by physicians or nurse practitioners.
  • Maintained confidentiality of all patient information according to HIPAA regulations.
  • Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
  • Scheduled and confirmed patient appointments for diagnostic, surgical, and consultation services.
  • Compiled physical and digital documents, charts, and reports.
  • Confirmed patient information, collected copays and verified insurance.
  • Cooperated with Medicare, Medicaid, and private insurance providers to resolve billing issues.
  • Conducted patient intake interviews to collect medical information and insurance details.
  • Triaged incoming patients by assessing conditions and modified schedules to handle more severe concerns quickly.
  • Interviewed patients to complete case histories and intake forms.

Education

Bachelor of Science - Human Resources Management

Faulkner University
Montgomery, AL
12-2017

Skills

  • Claims evaluation
  • Insurance verification
  • Appeal writing
  • Coding accuracy
  • Database management
  • Patient account research
  • Attention to detail
  • Problem solving
  • Negotiation skills
  • Data analysis
  • Documentation accuracy
  • CRM software
  • Time management
  • Data entry skills
  • Analytical and critical thinking
  • Multitasking Abilities
  • Computer literacy
  • Billing procedures
  • Account management
  • Bill processing
  • Microsoft office
  • Dispute resolution
  • Multitasking
  • Debt collection
  • FDCPA compliance
  • Software proficiency

Timeline

AR Follow Up Specialist

Abax Health
12.2023 - 01.2025

Reimbursement Specialist

Unified Health Services
08.2021 - 10.2023

Medical Debt Collector

State Collection Service
04.2020 - 08.2021

Administrative Assistant

Independent Sitter Services
06.2008 - 11.2019

Bachelor of Science - Human Resources Management

Faulkner University

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