Frances Fagan
Billing and Collections Associate
Philadelphia,PA
Summary
Accomplished supervisor experienced in team leadership and staff management in related roles. Continuously improves team performance and service offerings with proactive management strategies. Offers excellent conflict resolution and decision-making abilities.
Overview
9
9
years of professional experience
Work History
Collections Associate
Children's Hospital of Philadelphia, CHOP
Philadelphia, PA
08.2022 - Current
- Performed collection calls and maintained contact with customers to obtain payment information.
- Identified delinquent accounts and initiated appropriate actions for recovery of outstanding balances.
- Communicated effectively via email, telephone, and mail correspondence to resolve customer inquiries promptly.
- Ensured proper documentation was obtained from customers prior to initiating any type of collection action.
- Verified accuracy of invoices and other financial documents prior to processing payments.
- Provided assistance with training new staff members on collections processes.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Performed reconciliation of accounts to ensure accurate billing and collections records.
- Updated account status and maintained accurate records of all collection activities.
- Utilized collections software and databases for efficient account management.
- Contacted insurance companies to check status of claim payments.
- Recorded information about status of collection efforts.
- Provided administrative assistance with special projects as needed.
- Assisted with special projects or assignments as needed.
Medical Assistant/Medical Office Coordinator
Weinerman pain and wellness
Philadelphia, Pennsylvania
07.2020 - 08.2022
- Collaborated with interdepartmental teams to streamline workflow processes.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Tracked progress on projects and provided timely feedback to staff members.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Directed and supervised team of 15 employees in daily operations.
- Monitored employee productivity to provide constructive feedback and coaching.
- Prepared laboratory specimens for analysis and organized lab results for review by the physician.
- Monitored vital signs of hospitalized patients throughout their stay at the hospital or clinic setting.
- Administered injections, medications and treatments as directed by the physician.
- Ordered medical supplies, maintained inventory logs and restocked exam rooms when needed.
- Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Produced monthly reports detailing progress against established goals for collections activity.
- Performed skip tracing activities when necessary in order to locate missing customers who have failed to make payments.
- Investigated escalated customer inquiries or disputes concerning billing errors or discrepancies.
- Identified potential problem accounts and developed plans of action to prevent delinquency.
- Collaborated with other departments such as Accounting, Legal, Sales and Credit and Collections in order to resolve outstanding items.
- Provided guidance and direction to employees on proper collection techniques that adhered to company policy.
- Maintained accurate records of all collections activities including communications with customers.
- Analyzed financial statements for accuracy in order to determine creditworthiness of customers.
- Directed collection staff to ensure timely and efficient contact with customers regarding past due accounts.
- Managed a high volume of incoming calls from customers inquiring about their past due accounts.
- Coordinated the transfer of bad debt portfolios between internal departments in accordance with legal requirements.
- Implemented systems and procedures designed to improve overall efficiency within the department.
Front Desk Supervisor
Global Neurosciences Institute
Upland, PA
03.2019 - 03.2020
- Ensured that all receptionists adhered to established safety protocols when handling sensitive information.
- Monitored the front desk operations, including answering phones, responding to inquiries, and managing incoming and outgoing mail.
- Resolved customer complaints in a timely manner while maintaining an excellent relationship with customers.
- Drafted letters of offer for prospective receptionist candidates during recruitment process.
- Developed training materials for existing staff members to improve job performance.
- Trained new hires on company policies, procedures, and software applications.
- Analyzed call volume trends to identify areas of improvement in customer service delivery.
- Created daily reports summarizing the number of calls received, wait times, customer response rates.
- Worked closely with IT personnel on technical issues related to phone system or computer hardware and software.
- Organized and scheduled staff shifts and vacations, ensuring adequate coverage at all times.
- Coordinated with other departments within the organization to ensure seamless communication flow.
Front Office Administrator/ Billing Specialist
Bounce Back Physical Therapy
Wayne, PA
09.2018 - 02.2019
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Prepared reports on daily operations of the front office to track progress and identify areas of improvement.
- Updated patient accounts with information obtained from internal departments or external sources.
- Verified the accuracy of claim data prior to submission to insurance carriers.
- Assisted with the reconciliation of accounts receivable ledgers at month-end close process.
- Reviewed patient records for accuracy and completeness of information in medical billing system.
- Researched complex billing issues involving multiple providers or services rendered over a period of time.
- Adhered to HIPAA regulations when handling confidential patient information.
Office Manager/Billing Specialist
Yang Institute of Integrated Medicine
Bryn Mawr, PA
03.2018 - 09.2018
- Managed accounts receivable for the practice, ensuring timely payments from insurance companies and patients.
- Coordinated with insurance companies to verify coverage of services rendered.
- Collaborated with marketing team on campaigns designed to increase awareness of the practice among potential patients.
- Oversaw day-to-day operations of the front desk area to ensure efficient flow of patients through check-in and checkout processes.
- Implemented an electronic health record system that streamlined workflow across departments.
- Recruited qualified candidates for open positions within the practice when necessary.
- Conducted regular audits of medical records to ensure accuracy and completeness of documentation.
- Resolved disputes between vendors providing services or products to the practice in a timely manner.
- Maintained accurate patient data, including medical history, laboratory results, billing information and other relevant documents.
- Performed administrative tasks such as preparing correspondence or maintaining personnel files.
- Prepared weekly reports summarizing financial performance metrics, such as revenue collections, accounts receivable balances.
- Handled telephone inquiries from patients regarding appointment scheduling or general questions about the practice's services..
- Worked with customers to resolve billing disputes in a timely manner.
- Processed customer refunds promptly upon request.
Practice Manager/Medical Assistant
NY Bone and Joint Specialists
New York, NY
12.2015 - 09.2017
- Management of two locations, including client and associate scheduling, staffing supervision, new
- Negotiated contracts with vendors such as laboratory services providers, medical equipment suppliers and pharmaceutical distributors.
- Assisted with onboarding new employees by providing orientation materials and training sessions.
- Facilitated communication between departments within the organization.
- Acted as a liaison between the medical practice and external organizations such as hospitals or healthcare networks.
- Employee training, inventory ordering, and client-doctor mediations
- Accurately scheduled and monitored appointments, while managing medical records
- Bookkeeping and maintaining other office records aside from patient records, managed medical billing and claims
- Prepared correspondence on behalf of staff, doctors and facility
- Managed doctors with patient medical care as needed, including venipuncture, injections, surgical
- Accurate medical note taking, patient discharges, and translation
- (Spanish/Portuguese)
- Managed all of the VIP celebrity client care, including medical care, correspondence, and discharge
- Verification and pre-authorization of client insurance and claims
- Proficient with Eclipse medical management software.
- Provided training and guidance to new members of the Billing and Collections team as needed.
- Processed incoming payments, posted them correctly to customer accounts, and prepared bank deposits.
- Investigated discrepancies between customer payments and invoices to resolve billing issues quickly and accurately.
- Reviewed overdue accounts and contacted clients via phone or email to collect payments on past due balances.
- Handled escalated calls from customers regarding billing disputes or other concerns.
- Analyzed customer account information, credit ratings, payment histories, and other factors to determine appropriate payment terms for customers.
- Reconciled disputed items and resolved any issues that arose in a timely manner.
- Identified opportunities for improvement in existing processes related to billing and collections operations.
- Developed and implemented billing procedures and systems to ensure accuracy in invoicing customers.
- Prepared weekly AR aging report for review by accounting manager.
- Collaborated with internal stakeholders to ensure compliance with company policies and procedures.
- Negotiated payment plans with delinquent customers when necessary.
- Liaised with management to identify issues attributing to account delinquency and discuss solutions to bring in revenue.
- Implemented collection strategies to reduce outstanding account balances.
- Analyzed financial statements of debtors to determine feasible payment solutions.
Education
Bachelor of Science in Biology -
Fordham University
05.2006
NYS EMT Training -
LaGuardia Community College
National Phlebotomy Technician Certification -
New York Institute of Healthcare Careers, Inc.
Skills
- Account Management
- Proficiency in Epic
- Call center background
- Persuasion strategies
- Client Relations
- Accounting Systems
- Spanish translation
- Accuracy and Precision
- Grammar knowledge
- Spanish Fluency
- Management experience
Work Preference
Work Type
Full TimeWork Location
HybridRemoteImportant To Me
Career advancementWork-life balanceFlexible work hoursPaid time offHealthcare benefitsPersonal development programsWork from home option4-day work weekTimeline
Collections Associate
Children's Hospital of Philadelphia, CHOP
08.2022 - Current
Medical Assistant/Medical Office Coordinator
Weinerman pain and wellness
07.2020 - 08.2022
Front Desk Supervisor
Global Neurosciences Institute
03.2019 - 03.2020
Front Office Administrator/ Billing Specialist
Bounce Back Physical Therapy
09.2018 - 02.2019
Office Manager/Billing Specialist
Yang Institute of Integrated Medicine
03.2018 - 09.2018
Practice Manager/Medical Assistant
NY Bone and Joint Specialists
12.2015 - 09.2017
Bachelor of Science in Biology -
Fordham University
NYS EMT Training -
LaGuardia Community College
National Phlebotomy Technician Certification -
New York Institute of Healthcare Careers, Inc.
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