Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Diana Drysdale

Hopewell,VA

Summary

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Sales Floor Supervisor

Burlington
03.2022 - Current
  • Supervise all store functions and associates while in the role of Manager on Duty
  • Maximize sales results through training, developing, and coaching of direct reports
  • Solve issues/concerns, making informed decisions and supervising the front-end operations to ensure all Burlington customers are provided with exceptional, friendly, and professional customer service at all times
  • Follows and reinforces Asset Protection strategies to eliminate shortage
  • Assist in recruiting, interviewing, and onboarding of new associates
  • Create and coordinate shifts, meal and break periods, and monitors schedule adherence
  • Recruited, hired and trained team of around 20+ salespeople and cashiers.

Billing and Collections Specialist/accounts Receivable

Good Neighbor Homes/Sevita
12.2018 - Current
  • Managed and responded to correspondence and inquiries from clients and insurance payers
  • Assessed data and information to verify entry, calculation and billing code accuracy
  • Took leadership in billing projects under direction of senior management to meet deadlines
  • Complied with established policies and performed cash applications, accounts payable/receivable, invoicing, billing, collections and bi-weekly balance payer management with multiple payers
  • Verified deposits, rectified discrepancies and processed end-of-day transactions with 93% accuracy on billing of 500k+ in weekly claims for multiple programs
  • Report A/R aged balances to management weekly and assist in the collection of receivables
  • Worked effectively with medical payers such as Medicaid, and other insurances to obtain timely and accurate payments while committed to keeping claims paid in full and up to date

Front Office Supervisor/billing Coordinator

Behavior and Stress Management Center
02.2017 - 06.2019
  • Set up effective invoicing procedures alongside accounting staff and contracts department to maximize effectiveness of billing operations
  • Identified, researched and resolved billing variances to maintain system accuracy and currency
  • Updated documentation, reports and spreadsheets with financial information
  • Full knowledge of billing department processes and collections for multiple providers
  • Performed billing, collection and reporting functions for office generating over $500k annually
  • Worked effectively with medical payers such as Medicare, Medicaid, and other insurances to obtain timely and accurate payments while committed to keeping claims paid in full and up to date
  • Manage a daily flow sheet- oversee and put together the sheet for the practice
  • Collect the checks, credit card payments and cash
  • Make sure all payments have been made from the previous business day and all payments add up to the correct amount owed
  • Check insurance for each patient for four providers-responsible to stay two days ahead on insurance verifications in case of an emergency or day off
  • Confirm eligibility, copays and deductible amounts for each patient coming into the office
  • Train new staff members and get the employee ready for their working position
  • Responsible to produce an authorization and get it approved in a timely fashion so the patient is not left without their medications
  • Run the monthly reports and distribute monthly revenue reports to each provider
  • Responsible for having a personality test graded within a two week period
  • Submit collections each month averaging over $5,000, Review and call on denials from insurance company - Send out patient statements monthly

Receptionist/front Office Manager

Tricity Agency
01.2006 - 05.2017
  • Researched database, comparing 40-60 insurance carriers, to identify best coverage for customer
  • Provide quotes to walk-in or telephonic customers, discussing potential carriers, explaining prices and the various coverage's that are available
  • Acted as liaison between customer and insurance companies to work out issues and payment arrangements
  • Trained and managed other employees in the various computer programs and databases, what information to derive from customers in order to obtain best coverage and how to resolve problems/issues
  • Performed manual bookkeeping and handled payment receipts from customers
  • Maintained automated customer and insurance carrier information files
  • Ordered and maintained stock of office supplies
  • Corresponded with clients through email, telephone, or postal mail.

Customer Service Rep 1/internal Support Group/quality Specialist

GDIT
12.2006 - 03.2015
  • Provide leadership and guidance to contract staff in all processing activities
  • Responsible for productivity, quality, and timeliness of work in completion of Beneficiary Contact Center department tasks and goals
  • Assumed the supervision of the department in absence of supervisory staff
  • Assist in information reporting and development of reports, proofreading documents for grammatical correctness and adherence to standards and formats
  • Respond to supervisory or priority calls in a courteous and professional manner
  • Assist in the design, development, and deliver of training to new or temporary employees and maintain departmental training records
  • Trained in claims analysis, helping CSR or customer understand billing utilizing database or other sources to research and provide information
  • Provided coaching and development to the CSR's while assisting their beneficiaries by phone
  • Frequent internal contacts with the Call Center Supervisors, Deputy Project Manager, Operations Representatives, and information specialists
  • Engaged with many supervisors on coaching's for enrollment exceptions and other returned escalations that the supervisor was unable to explain
  • Complete 300 of Quality Call Monitoring monitors each month
  • This goal is monitored on a weekly basis with the expectation that approximately 25% of the monthly goal is completed each week
  • Responsible for time management to ensure call monitoring and scoring has been completed by the deadline
  • Handle a minimum of four hours of call taking every quarter, this keeps skills sharp and gives the CSRs a level of comfort that quality specialists understand what it's like to handle calls
  • Stay current on all changes in scripting and procedures by reading trainings and by attending learning labs and computer based trainings
  • Responsible for providing CSRs with coaching notes that allow the opportunity to improve customer service, accuracy, and completeness of information
  • Designed and developed advanced specialized classroom training courses and provided face to face instruction of the training to over 300 employees

Education

GED -

Hopewell High School
Hopewell
06.2002

Skills

  • Attention to detail
  • proficient in coding systems
  • knowledge of insurance policies
  • Hipaa certified
  • billing conflict resolution
  • account reconciliation

Certification

  • Virginia Waiver Management System
  • Waystar
  • Trizetto
  • MES (VA Medicaid Site)
  • Avatar
  • Microsoft Word
  • Excel
  • PowerPoint
  • Medical Manager
  • Medisoft
  • Therap
  • TN Medicaid Site

Timeline

Sales Floor Supervisor

Burlington
03.2022 - Current

Billing and Collections Specialist/accounts Receivable

Good Neighbor Homes/Sevita
12.2018 - Current

Front Office Supervisor/billing Coordinator

Behavior and Stress Management Center
02.2017 - 06.2019

Customer Service Rep 1/internal Support Group/quality Specialist

GDIT
12.2006 - 03.2015

Receptionist/front Office Manager

Tricity Agency
01.2006 - 05.2017

GED -

Hopewell High School

Similar Profiles

CREATE PROFILE
Diana Drysdale