Donna OrrHigh
Collections Supervisor
Queens,NY
Summary
Dedicated and customer focused leader. Ability to manage a team to excellent customer service experience. Proficient in implementing policies and procedures for efficient operation. Familiarity serving as liaison between parties internally or externally. Participant in subordination of staff.
Overview
25
25
years of professional experience
Work History
Member Account Resolution Supervisor
Coastal Credit Union
03.2017 - 11.2023
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Authorization & Insurance Specialist (Substance Abuse Clinic)
Southlight Healthcare
10.2006 - 11.2016
- Observed and unobserved urine drug-screen testing
- Resolve Insurance claim rejections, denials and remedy expediently
- Calculate and collect payments for all clients
- Process third party sponsorship and process patients in accordance with policy and procedure
- Screening and scheduling of new clients, Doctors and clinician’s appointment
- Register and Process of client’s personal information through Demographic Screen
- Request Authorization for Services
- Apply for Wake County Health benefits
- Collect client’s financial documents and agreements
- Verification of client’s Insurance and Household-Income
- Create client’s payments based on Income-Guidelines Pre-screen and submit Wake County Human Service documents
- Collection of payments, processing of adjustments and or credits, daily-cash-out, audit register/Bank deposits
- Triage-doctors, nurses, clinicians, and clients
- Assist clients with pay arrangements and billing inquiries
- Client Monthly Reports-Client Census, Medical Staff, Monetary, and Customer Care
- Answer and direct switch-board calls
- Ordering of office supplies.
Collections Specialist II
First Union Mortgage
01.1999 - 01.2002
- Contact mortgagers by using automatic or manual dialer
- Updated collections activity through CPI data entry
- Meet monthly department goals through acquired portfolio
- Offer counseling in accordance with investors and mortgager’s financial data
- Comply with attorney partnership to collect all fees incurred on loan
- Resolve forced placed insurance or tax increased payments
- Obtain financial statements, make pay arrangements as an alternative to foreclosure
- Interact with mortgagers, attorney, and staff regarding foreclosure.
Education
Skills
- Strong organizational skills - time and team management - administrative - planning - analytical - verbal and written communication - Ability to effectively direct professional staff to achieve goals - Strong interpersonal skills to effectively collaborate/organize activities with internal/external units
- Capable of working effectively in a pressured environment
- Working knowledge of Microsoft Office - Outlook, Excel, Word - Video web conferencing and training utilizing tools such as Teams, Zoom, and Webex
Accomplishments
Successful training of new collections specialist.
Completed Certified Excellent Customer Service Course.
Diversity Class
Completed 16 hour course practicing the quality of including or involving people of different social and ethnic backgrounds and of different genders.
Timeline
Member Account Resolution Supervisor
Coastal Credit Union
03.2017 - 11.2023
Authorization & Insurance Specialist (Substance Abuse Clinic)
Southlight Healthcare
10.2006 - 11.2016
Collections Specialist II
First Union Mortgage
01.1999 - 01.2002