Felicia Young
Missouri City,TX
Summary
With a proven track record at Acclara Solutions LLC, I've excelled in leadership and revenue cycle management, mentoring teams towards operational excellence and improved payment processes. My adaptability and expertise in EPIC and Microsoft Excel have driven efficiency, showcasing my ability to enhance customer satisfaction and financial performance.
Overview
17
17
years of professional experience
Work History
Operations Support Supervisor
Acclara Solutions LLC
Houston, TX
04.2021 - 07.2024
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored accounts receivable aging reports to identify overdue payments, researched discrepancies, and took corrective action.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Performed periodic audits of patient accounts to verify the accuracy of charges billed against actual services rendered.
- Adjusted patient, insurance balance due to self-pay discount, settlement, and contractual adjustments.
- Implemented continuous improvement initiatives designed to streamline existing processes for greater operational efficiency.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Resolved patient complaints, or answered patient questions.
- Resolved patient inquiries regarding invoice discrepancies, or past due balances, in a timely manner.
- Supervised a team of 8 billing clerks to ensure accuracy and efficiency in daily tasks.
- Prepared monthly reports detailing outstanding debtors' balances along with recommendations for improving collections efforts.
- Researched and prepared reports required by management from different departments.
- Evaluated accuracy and compliance of all documentation and reports.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Coordinated with other supervisors, combining group efforts to achieve goals.
Payment Center Manager
Acclara Solutions LLC
Houston, TX
03.2018 - 04.2021
- Managed daily operations of a high-volume payment processing center, overseeing a team of 30+ payment specialists.
- Implemented new payment methods and system upgrades to improve efficiency and patient experience.
- Monitored transaction activity for potential fraud and compliance issues, taking corrective actions as needed.
- Resolved complex payment discrepancies and patient inquiries promptly.
- Assisted with posting patients' payments accurately.
- Prepared detailed financial reports and analyzed key performance metrics to identify areas for improvement.
- Recruited new employees by conducting interviews and orientations for new hires.
- Provided guidance to team members on how to handle difficult patient situations while maintaining excellent customer service levels.
- Reviewed and submitted accurate bi-weekly payroll to satisfy human resources obligations and maintain high employee satisfaction.
- Monitored inventory levels and assigned work assignments accordingly.
- Trained new employees on company policies, procedures, and job responsibilities.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Monitored compliance with federal, state, and local regulations, maintaining operational standards.
- Communicated with clients and payment vendors via Teams, email, and verbally.
- Managed daily financial data spreadsheets.
- Conducted a weekly team meeting.
- Completed monthly and yearly evaluations.
Payment Center Supervisor
Acclara Solutions LLC
Houston, TX
01.2017 - 03.2021
- Supervised a team of 30+ payment specialists, ensuring accurate and timely processing of payment transactions.
- Trained new staff on payment processing procedures, and compliance standards.
- Conducted quality audits to identify and address errors in payment processing.
- Collaborated with other departments to resolve patient payment issues.
- Prepared reports detailing various aspects of the center's operations such as financials and staffing levels.
- Guided staff in handling difficult, or complex, problems.
- Delegated work to staff, setting priorities and goals.
- Posted payments accurately and in a timely manner.
- Compiled payment transaction batches.
Customer Care Representative
Acclara Solutions LLC
Houston, TX
05.2014 - 01.2017
- Delivered patient support to a high call load each shift.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Mentored junior team members and managed employee relationships.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
Payment Specialist
Acclara Solutions LLC
Houston, TX
10.2009 - 05.2014
- Assisted patients with inquiries regarding payment processing.
- Evaluated open accounts to look for past-due balances and pursue collection strategies.
- Processed credit card payments.
- Arranged debt repayment or established schedules for repayment based on the patient's financial situation.
- Located new addresses of delinquent customers through research.
Medical Debt Collector
Acclara Solutions LLC
Houston, TX
10.2007 - 10.2009
- Arranged debt repayment or established schedules for repayment based on the patient's financial situation.
- Accepted and processed customer payments and applied toward account balances.
- Located and notified customers of delinquent accounts by mail or telephone for payment.
- Contacted customers with delinquent accounts to solicit payment.
- Assisted patients in understanding their billings statements, insurance coverage, and payment options available.
- Recorded information about status of collection efforts.
- Monitored overdue accounts using automated information systems.
Education
High School Diploma -
Hahnville High School
Boutte, LA05-1994
Skills
- Leadership
- Dependable
- Call Center
- Revenue Cycle Management
- Payment processing/Data analysis
- EPIC
- Meditech
- CUBS
- SAP
- 10 key
- Microsoft Excel
- Word
- Outlook
References
References available upon request.
Timeline
Operations Support Supervisor
Acclara Solutions LLC
04.2021 - 07.2024
Payment Center Manager
Acclara Solutions LLC
03.2018 - 04.2021
Payment Center Supervisor
Acclara Solutions LLC
01.2017 - 03.2021
Customer Care Representative
Acclara Solutions LLC
05.2014 - 01.2017
Payment Specialist
Acclara Solutions LLC
10.2009 - 05.2014
Medical Debt Collector
Acclara Solutions LLC
10.2007 - 10.2009
High School Diploma -
Hahnville High School
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