Overview
Work History
Education
Skills
Qualification Summary
Timeline
Generic

Duang Keo (Dao) See

Saint Paul,MN

Overview

16
16
years of professional experience

Work History

Supervisor

Allina Health Abbott Northern Hospital
04.2022 - 06.2023
  • Managed 50 + employees and oversee daily business operation
  • Followed up with Self-Pay and collections account with patients and agencies
  • Monitored account balance in WQ and ensure all payments are up to date
  • Worked collaboratively with a culturally diverse staff and patient/family population, strong customer service skills, demonstrated tact and sensitive in stressful situations
  • Worked independently and with team to follow through and handle multiple tasks simultaneously
  • Provided daily leadership, guidance, direction, empower and motivated the team
  • Provided feedback to the team, coached, mentored, hired, trained, and prioritized their workflow
  • Provided clear goals, strategies, and visions for top-notch customer experiences
  • Make impactful decisions based on deep analysis and expertise
  • Worked with diverse teams, addressing challenges and crafting solutions
  • Lead through influence, seamlessly aligning teams with shared objectives, and resolving complex disputes innovatively
  • Managed and implemented workflow, rolled out process enhancements, gave continuous educating to the teams
  • Conducted, completed, and timely investigations, identify any violations, and resolve the complaint consistent with applicable federal and state rules and laws
  • Developed policy recommendations and their implementation to protect health care in the organization
  • Monitored planning and improvement initiatives for the department
  • Developed and conducted assessments and monitored progress of the projects
  • Established and maintained relationships with external stakeholders and promoting unity and teamwork.

Supervisor

M Health Fairview Southdale Hospital
07.2021 - 03.2022
  • Managed 20 + employees and oversee daily business operation
  • Worked collaboratively with a culturally diverse staff and patient/family population, strong customer service skills, demonstrated tact and sensitive in stressful situations
  • Worked independently and with team to follow through and handle multiple tasks simultaneously
  • Followed up with Self-Pay and collections account with patients and agencies
  • Monitored account balance in WQ and ensure all payments are up to date
  • Provided feedback to the team, coached, mentored, hired, trained, and prioritized their workflow
  • Provided daily leadership, guidance, direction, empower and motivated the team
  • Provided clear goals, strategies, and visions for top-notch customer experiences
  • Make impactful decisions based on deep analysis and expertise
  • Managed and implemented workflow, rolled out process enhancements, gave continuous educating to the teams
  • Conducted, completed, and timely investigations, identify any violations, and resolve the complaint consistent with applicable federal and state rules and laws
  • Developed policy recommendations and their implementation to protect health care in the organization
  • Managing client engagements in either the hospital or physician practice environments to identify and produce operational or technical solution
  • Responsible for implementing performance/ quality improvement and customer service initiatives to create a superior patient experience
  • Worked collaboratively with other departments sharing insights, creating process and procedure to improve the overall patient experience.

Supervisor

Hennepin Healthcare System
11.2019 - 03.2021
  • Managed 20 + employees and oversee daily business operation
  • Follow up with Self-Pay and collections account with patients and agencies
  • Worked collaboratively with a culturally diverse staff and patient/family population, strong customer service skills, demonstrated tact and sensitive in stressful situations
  • Worked independently and with team to follow through and handle multiple tasks simultaneously
  • Monitored account balance in WQ and ensure all payments are up to date
  • Provided feedback to the team, coached, mentored, hired, trained, and prioritized their workflow
  • Provided clear goals, strategies, and visions for top-notch customer experiences
  • Make impactful decisions based on deep analysis and expertise
  • Managed and implemented workflow, rolled out process enhancements, gave continuous educating to the teams
  • Conducted, completed, and timely investigations, identify any violations, and resolve the complaint consistent with applicable federal and state rules and laws
  • Created, executed project work plans and revises as appropriate to meet changing needs and requirements
  • Worked with project sponsors and supervisors to identify resources needed and assign individual responsibilities
  • Managed day to day front desk operations, coordinated staff schedules, monitored workloads, assigned task, and maintained appropriate staff coverage
  • Provided daily leadership, guidance, direction, empower and motivated the team
  • Created weekly, monthly team meeting to share performance and overall updates to keep the team informed
  • Analyzed and evaluated work performance and make recommendation for outstanding performance recognition
  • Created development training needs for employees, providing needs for training, employees to executed long-term attraction and retina diverse.

Manager (Temporary Assignment)

Hy-Vee
09.2019 - 11.2019
  • Developed, oversee, and facilitated large scale planning efforts for organization project
  • Worked with multiple stakeholders to design and implement organizational changes
  • Led and monitored planning and improvement initiatives for the department
  • Developed and conducted assessments and monitored progress of the projects
  • Managed 10 + employees and oversee daily operation of employees
  • Performed financial analysis budget for inventory and expense for the department
  • Identified, provided developmental training for employees, made recommendation for outstanding performance, and gave recognitions.

System and Operation Analyst

Gillette Children's Specialty Healthcare
01.2019 - 07.2019
  • Supervised Self-Pay team to ensure all patient accounts are up to date with their balance
  • Follow up with Self-Pay and collections account with patients and agencies
  • Monitored account balance in WQ and ensure all payments are up to date
  • Conducted, completed, and timely investigations, identify any violations, and resolve the complaint consistent with applicable federal and state rules and laws
  • Developed policy recommendations and their implementation to protect health care in the organization
  • Worked with insurance HMO, Medicaid, Medicare, and other health insurance
  • Managed and oversee daily operation of employees
  • Created welcome, positive environment for employees, and organization leaders
  • Resolved complex issues, tactical the problems by strategically and achieve the objective
  • Identified workflow system improvements, collaborated with teams to scheduled, planned, and managed projects to be completed
  • Met with staff on weekly to discuss of how to resolve priorities workload, technical issues, and develop strategies to address appropriate in timely manner
  • Collaborate with assessment team (Clinical, IT and PM) in developing overall strategic findings and recommendations based on areas of risk or opportunity identified during interviews.

Sales Management Advisor

International Business Machines (IBM)
07.2018 - 01.2019
  • Coordinated, managed, planed Holiday events for the Software department
  • Reviewed data, analyzed client feedback, triaged issues to further identify root causes and identified necessary actions
  • Provided customer satisfactions survey, gave advice & insights of the surveys and recommended action for improvements to sell’s manager
  • Facilitated Cadences called, send out scheduled standard reporting including weekly analysis insights on recommendation actions to improve sales performance
  • Worked closely with executive leadership including Vice President, Director, Stakeholders, Sales Manager, General Manager, Finance, and Business Operations.

Regulatory and Reimbursement Associate

Mayo Clinic
12.2017 - 06.2018
  • Analyzed, reviewed, and summarized compliance resolution cases for specific issues in different departments throughout Mayo Clinic Enterprise levels
  • Worked with executives and/or senior organization leaders to develop and manage the provider enrollment applications
  • Coordinated various aspects of the project, monitoring activities, performing requirements, project initiating and project implementing
  • Oversee projects, facilitated, coordinated deliverables with strategic outcomes to accomplished goals
  • Decision support, analytics, Productivity, and quality management
  • Successfully lead and manage a diverse group of professionals and personalities on large complex engagements by fostering a collaborative team culture
  • Document finding, impacts and recommendations within assessment deliverables; responsible for the revenue cycle sections within each deliverable
  • Revenue Cycle hospital-based provider consulting experience.

Patient Financial Service Representative – Call Center

Mayo Clinic
03.2007 - 06.2017
  • Worked with patient account on Self-Pay and collection to ensure accounts were up to date
  • Handled escalated inbound/outbound calls center and resolved customer complaints
  • Analyzed accounts receivable, made independent decisions requiring analysis, reasoning, and problem-solving
  • Reviewed, analyzed insurance claims document, medical records, reported findings to internal and external groups
  • Review Patient, Insurance and Third-Party payer Payments, refunds, and ran reports for to ensure all these were accurate
  • Provided information to patient regards to their specific of referrals, includes time, location and instructions on procedure guideline
  • Performed (charge capture, pre-billing, billing, follow-up, cash posting, account resolution).

Education

MBA, Specialize in Project Management -

Saint Mary’s University of Minnesota
04.2016

Project Management Certificate -

Takoda Institute of Higher Education
12.2015

BS in Human Resource Management -

Winona State University
08.2015

BS in Business Administration and Minor in Management -

Winona State University
12.2011

Skills

  • Inventory Control
  • Process Improvement
  • Business Development
  • Schedule Development

Qualification Summary

  • 14 plus years of experience working in Revenue Cycle.
  • 10 years of experience in Call Center handling Patient Account Billing system includes self-pay, charge capture, claim submission, collection agencies, and insurance.
  • Foster partnerships across the organization and with external stakeholders, promoting unity and teamwork.
  • Strong communication methods and ability to apply best-practices and innovation within a collaborative environment.
  • Effective in all forms of communication and presentation skills with the ability to work with diverse clientele.
  • Strong problem-solving, analytical, and organizational skills with the willingness to make decisions even with conflicting and incomplete information.
  • Proficiently with Microsoft Excel, Word, Access, PowerPoint
  • Over five years of experience in strategic planning, implementing projects, using project management methodology to increase efficiency of department operation to improve the quality of business functions.
  • Experience leadership, and management through performing strong analytical, providing excellent customer service.
  • Experience working with key stakeholder groups to facilitate activities in control and ensure compliance are alignment.
  • Provide ongoing support to expertise, business partner to improve work and the priority of work is being done accurately.

Timeline

Supervisor

Allina Health Abbott Northern Hospital
04.2022 - 06.2023

Supervisor

M Health Fairview Southdale Hospital
07.2021 - 03.2022

Supervisor

Hennepin Healthcare System
11.2019 - 03.2021

Manager (Temporary Assignment)

Hy-Vee
09.2019 - 11.2019

System and Operation Analyst

Gillette Children's Specialty Healthcare
01.2019 - 07.2019

Sales Management Advisor

International Business Machines (IBM)
07.2018 - 01.2019

Regulatory and Reimbursement Associate

Mayo Clinic
12.2017 - 06.2018

Patient Financial Service Representative – Call Center

Mayo Clinic
03.2007 - 06.2017

MBA, Specialize in Project Management -

Saint Mary’s University of Minnesota

Project Management Certificate -

Takoda Institute of Higher Education

BS in Human Resource Management -

Winona State University

BS in Business Administration and Minor in Management -

Winona State University

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Duang Keo (Dao) See