Gloria Hicks
Forney
Summary
Results-driven professional with expertise in team supervision, coaching, and performance improvement. Known for delivering precise feedback and enhancing workflow management to achieve operational excellence.
Overview
12
12
years of professional experience
Work History
Net AR TL
Parallon/HCA
Nashville
09.2016 - Current
- Manage and adjust accounts to guarantee precise reporting of accounts receivable (AR)
- Analyze accounts for necessary adjustments and evaluate performance to reach goals.
- Updated department documentation to reflect current processes and procedures, ensuring accuracy and compliance.
- Conducted productivity assessments and quality assurance, identifying areas for improvement among team members.
- Deliver precise feedback and training to department on performance improvement
- Collaborated with manager to analyze internal and external audit objectives, developing actionable plans for compliance.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
Resolution Specialist
Concentra
Addison
08.2014 - 09.2016
- Advised senior management on best practices for resolving complex customer service disputes, influencing policy improvements.
- Coordinated with departments to facilitate timely resolutions for complex issues, reducing resolution time.
- Collaborated with teams to streamline dispute resolution processes, enhancing overall service quality.
- Managed case files using proprietary software to ensure accurate documentation and tracking.
- Utilized state fee schedules for workers' compensation to verify correct payment amounts.
- Work with Commissioners Board to Identify rules and regulations for Texas, California, Connecticut.
Education
High School Diploma -
Ploytechnic High
Fort Worth, TX05-1991
Skills
- Team supervision
- Staff education and training
- Coaching and mentoring
- Performance improvement
- Quality improvement
- Workflow management
- Complaint resolution
- Teamwork and collaboration
Timeline
Net AR TL
Parallon/HCA
09.2016 - Current
Resolution Specialist
Concentra
08.2014 - 09.2016
High School Diploma -
Ploytechnic High