Felicia Jones
Tampa,FL
Summary
Organized Team player builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Medical Collections Specialist
Radiology Partners/ Orion Medical Management
Tampa, FL
11.1994 - 03.2023
- Provide training to teammates, including new hires
- Provide enhanced training and assist staff with techniques to increase production, quality and collections
- Review and provide leadership with daily/ weekly/ monthly productivity reporting
- Responsible for all aspects of account follow-up and collections, including processing appeals
- Review explanation of benefits (EOBs) to ensure proper reimbursement of claims and report any problems, issues, or payer trends
- Analyze accounts and determine next appropriate action for account resolution
- Identify, resolve and escalate trends to ensure timely payment
- Collaborate with management to reduce aging of accounts by providing verbal and written communication
- Work with payers to determine reasons for denials; correct and reprocess claims for reimbursement in timely manner
- Accurately and thoroughly document pertinent collection activities in appropriate system
- Maintains HIPPA patient confidentiality standards for medical and financial information
- Processed online and paper appeal submissions and refund requests.
- Corrected, completed and processed claims for multiple payer codes.
- Processed billing calls and answered questions from patients and third-party carriers.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Analyzed customer financial records to determine appropriate payment plan.
- Responded to customer inquiries and provided detailed account information.
- Generated and distributed monthly customer statements.
- Maintained accurate records of customer accounts, payments and payment plans.
- Entered client details and notes into system for interdepartmental access and review.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Worked with customer to create debt repayment plan based on current financial condition.
- Established relationships with customers to encourage payment of delinquent accounts.
- Researched billing errors and discrepancies to initiate corrective action.
- Processed debtor payments and updated accounts to reflect new balance.
Collection Supervisor
Carnahan & Associates/ Billing Alternative, Inc.
Tampa, FL
08.1992 - 10.1994
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Customer Service Sales Representative
Signature Group Assc
Tampa, FL
05.1991 - 08.1992
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Completed daily outbound call goals.
Cashier
Hardee's Restaurant
Tampa, FL
02.1990 - 05.1991
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Answered questions about store policies and addressed customer concerns
- Greeted customers entering store and responded promptly to customer needs
Education
Associate of Applied Science - Business
Skills
- Task Monitoring
- Production Monitoring
- Ability to Motivate and Encourage Team
- Microsoft outlook
- Microsoft Teams
- Microsoft Excel, Word, and PowerPoint
- Video Conferences-Ring Central, Zoom, and Teams
- Imagine Certified Professional
Certification
Imagine Software Certification
Timeline
Medical Collections Specialist - Radiology Partners/ Orion Medical Management
11.1994 - 03.2023
Collection Supervisor - Carnahan & Associates/ Billing Alternative, Inc.
08.1992 - 10.1994
Customer Service Sales Representative - Signature Group Assc
05.1991 - 08.1992
Cashier - Hardee's Restaurant
02.1990 - 05.1991
International Technical Institute - Associate of Applied Science, Business
Imagine Software Certification
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