DIONNE RILEY
Jacksonville,FL
Summary
Experienced Collections Specialist bringing 7-years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems. Diligent Account Resolution Specialist successful at operating in demanding, high-volume environments. Proficient in research, claims issues, and setting up remittance plans.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Account Resolution Specialist
Wells Fargo
03.2020 - Current
- Developed and documented collection procedures and policies to comply with government regulations.
- Resolved account discrepancies by analyzing financial data and collaborating with internal departments.
- Achieved performance goals on consistent basis.
- Completed in-depth research to investigate claims and resolve problems.
- Negotiated payment arrangements with clients, maintaining strong relationships while safeguarding company interests.
- Collaborated with cross-functional teams to identify root causes of customer complaints and develop solutions.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Patient Access Representative
R1RCM
10.2019 - 02.2020
- Perform pre-registration and insurance verification prior to date of service
- Contact card members to verify charges and recent activity to identify any potential fraud
- Follow scripted benefits verification and pre-certification format and record responses
- Assign Insurance Plans (IPlan's) accurately
- Perform electronic insurance eligibility confirmation when applicable and document results
- Multitasking in multiple systems
- Protecting and educating clients as well as making them aware of their personal information has been compromised
- Informing them on how to protect their information and avoid scams
- Researching information through multiple systems
- Accurately register all patients and update demographic and insurance information for maintenance of accurate information
- Collect co-payments, self-pay deposits, and any other form of account payments from patients
- Provides face to face customer service while communicating in a manner consistent with the goals and objectives of the PAS department
- Receives and disseminates clinical information as indicated
- Taking inbound and making outbound calls in a high production focus environment
- Performing high risk verifications
- Being able to identify fraud, reviewing open fraud cases
- Complete Medicare Secondary Payor Questionnaire as applicable for retention in imaging
- Calculate patient cost share and be prepared to collect via phone or make payment arrangement and instruct patient on where to present at time of appointment
- Contact patient via phone to confirm or obtain missing demographic information.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Responded to inquiries by directing calls to appropriate personnel.
- Contacted patients on annual renewal dates to offer assistance.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
Debt Specialist III
TD Bank
10.2018 - 08.2019
- Inbound/outbound call center environment
- Provided excellent customer service
- Performed heavy data entry into company database system
- Conducted account analysis to address delinquency in an effort to mitigate losses
- Effectively controlled the release of proprietary and confidential information
- Conducted detailed investigative work to find missing borrowers, regularly utilizing skip tracing and other techniques using specialized software
- Elevated collection efforts in cases that may require repossession as a means to mitigate loses
- Suggested changes or modifications to policies and procedures to supervisor based on day-to-day observations and activities
- Continued to meet or exceed company quotas on a consistent basis
- Ability to source information from various research tools, such as Bloomberg, Lexis Nexis and in several cases utilizing financial reports and audited statements to interpret alerts, identify trends and source info
- Basic understanding of AML/KYC regulations and how these impact financial institutions, as well as knowledge of Investment Bank and Corporate Bank products
- Provided excellent customer service
- Performed heavy data entry into company database system
- Efficiently worked in a fast-paced collections environment via dialer
- Provided outstanding collection service to new and long-standing customers by attending closely to reasons for delinquency and developing solutions on accts >60,90,120 DPD
- Communicated complex content in a clear manner
- Prevented impending loss and increase profitability through negotiation and enforcement of scheduled collection campaigns
- Met or surpassed company quotas in a highly competitive environment on a consistent basis.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Effectively managed high-stress situations involving distressed clients by exercising empathy, patience, and professionalism at all times.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Achieved monthly performance targets consistently by employing proactive strategies in debt collection efforts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Enhanced company reputation by resolving complex client issues through effective communication and negotiation skills.
Account Representative
Wells Fargo
05.2016 - 09.2018
- Inbound/outbound call center environment
- Provided excellent customer service
- Performed heavy data entry into company database system
- Serviced inbound and outbound calls from clients regarding the status of their Mortgage in a call center atmosphere
- Followed up with all Vendor and third parties that was involved, checked for any Holds/Suspends on all accounts with each notated account that's attached
- Processed payments and granted extensions based on company guidelines
- Provided any additional information for any add on accounts or update existing accounts
- Located and correct data entry errors or report them to supervisors
- Made 100+ outbound reminder calls daily to remind customers of upcoming payments
- Problem resolution/solving
- Team building and relationship building through partnership with team and stakeholders
- Effective communication
- Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
- Consistently deliver high-quality customer service with focus on building client relationship and achieving results
- Assisted with building new deals, Amendments and closing fees
- Liaise with borrowers, customers, and lenders.
- Set and achieved company defined sales goals.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Assisted clients in navigating complex financial and legal processes to reduce risks.
- Processed client payments and updated accounts.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
Education
Associate of Science -
Florida State College at Jacksonville
Jacksonville, FL12.2020
Skills
- Office Management
- Accounting
- Bank Reconciliation
- Call center
- Financial Analysis
- Account Reconciliation
- Financial Statement Preparation
- Financial planning
- Financial Report Writing
- Microsoft Excel (8 years)
- Customer service (10 years)
- Accounts Payable
- Collections
- Problem-solving aptitude
- Fair Debt Collections Practices
- Time management abilities
- Claims Processing
- Attention to Detail
- Documentation abilities
Certification
- CPR Certification
- First Aid Certification
Timeline
Account Resolution Specialist
Wells Fargo
03.2020 - Current
Patient Access Representative
R1RCM
10.2019 - 02.2020
Debt Specialist III
TD Bank
10.2018 - 08.2019
Account Representative
Wells Fargo
05.2016 - 09.2018
Associate of Science -
Florida State College at Jacksonville