Heidi Harrell
Jacksonville ,FL
Summary
Results-driven Director of Business Office Operations with expertise in claims processing and denial management. Proven ability to train staff and enhance operational efficiency, contributing to improved customer satisfaction and regulatory compliance. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
32
32
years of professional experience
Work History
Director of Business Office Operations
Borland Groover
Jacksonville , FL
11.1993 - 01.2026
- Reviewed complex claims to resolve discrepancies and facilitate timely approvals.
- Monitored team performance to identify training needs and improve service delivery.
- Coordinated communication between departments to streamline claims resolution efforts.
- Supervised and monitored daily activities of the medical claims department staff to ensure accurate and timely processing of all claims.
- Resolved escalated customer complaints related to denied or delayed payments with a focus on providing excellent customer service experience.
- Conducted regular audits of submitted medical claims for accuracy before submitting them for payment consideration.
- Reviewed denials from insurance companies for accuracy; appealed denials when appropriate.
- Trained new staff on medical claim processing systems, policies, and procedures.
- Investigated discrepancies in patient accounts, identified errors or omissions, and took corrective action to resolve issues.
- Generated weekly and monthly reports that tracked key performance indicators for the department's overall success rate.
- Created reports for management summarizing the status of current claims and identifying trends in billing practices.
- Collaborated with external vendors as necessary in order to resolve problems quickly and efficiently.
- Provided guidance and support to team members regarding challenging claims or customer service inquiries.
- Maintained up-to-date knowledge of coding changes, regulatory updates, payer requirements as they relate to the medical claims process.
Education
High School Diploma -
FSCJ
Jacksonville, FL03-1992
Skills
- Claims processing
- Data analysis
- Denial management
- Customer relationship management
- Regulatory compliance
- Medical coding
- Process improvement
- Team leadership
- Staff training
- Attention to detail
- Multitasking and organization
- Decision-making
- Staff management
Timeline
Director of Business Office Operations
Borland Groover
11.1993 - 01.2026
High School Diploma -
FSCJ