Heidi Smith-Perez
Long Beach
Summary
Knowledgeable client success manager with robust background in client success management, ensuring customer satisfaction and loyalty. Proven track record of enhancing client relationships and driving business growth through strategic account management. Demonstrated expertise in problem-solving and communication skills to effectively address client needs and foster long-term partnerships.
Overview
25
25
years of professional experience
Work History
Client Success Manager
Practice Fusion Billing
01.2024 - Current
- Cultivated strong client relationships, ensuring high satisfaction and retention rates.
- Developed and implemented onboarding processes, enhancing new client experience and reducing transition time.
- Analyzed client feedback to identify improvement areas, driving service enhancements and operational efficiencies.
- Collaborated with cross-functional teams to deliver tailored solutions that meet diverse client needs.
- Spearheaded initiatives to streamline communication channels, increasing transparency between clients and internal teams.
- Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
- Streamlined communication between clients and internal teams for smoother project execution.
- Managed a diverse portfolio of clients, ensuring timely delivery of products and services to meet their unique needs.
- Resolved escalated issues promptly by liaising with relevant departments while keeping affected clients informed throughout the resolution process.
- Enhanced client satisfaction by proactively addressing concerns and providing tailored solutions.
Telecommuter-A/R Reimbursement Specialist
CHMB- Allscripts-Veradigm
05.2018 - 01.2024
- 120% monthly collections
- Worked accounts receivable as assigned by upper management
- Ensured Cardiovascular billing guidelines for Medicare and Medi-cal are followed.
- Contacted various payers including workers comp carriers to collect outstanding claims
- Handled multiple incoming insurance calls on a busy phone queue.
- Updated insurance data regularly.
- Reviewed EOBs and EOR’s to ensure timely collections follow up.
- Reviewed rejections via Waystar on a daily basis.
Telecommuter- Reimbursement Specialist
Apria Healthcare
12.2010 - 01.2016
- 105% monthly collections
- Worked accounts receivable as assigned per management.
- Ensured DME billing guidelines for Medicare and Medi-Cal were followed.
- Contacted various payers to collect outstanding debts.
- Handled multiple incoming patient and insurance calls on a busy phone queue.
- Updated insurance data regularly.
- Reviewed EOBs to ensure timely collections follow up.
Insurance Collector
SmileCare Dental
01.2009 - 11.2009
- 95% monthly collections
- Resolved aged receivable accounts
- Ensured all information regarding collection activity was entered accurately into the billing system.
- Research any overdue account balances that are fully or partially unpaid.
- Responsible for reviewing claims that have been denied for payment.
- Identified insurance requirements needed to ensure payer guidelines are met.
- Responsible for resolving any patient complaints under assigned offices.
Group Plan Installation Consultant
Aetna
05.2007 - 12.2008
- Managed and coordinated benefit plan installation for new and existing customers.
- Provided focused service from pre-sale and initial post-sale client administration.
- Responsible for Analyzing and determining that products and services requested by customers are supported by Aetna systems, or alternatively that solutions are negotiated and in place to support non-standard requests.
- Ensured that products and services are aligned with customer’s requirements and commitments are met.
- Reviewed benefits to ensure compliance with Aetna response to State and Federal legislative mandates.
- Communicate and/or validate detailed account structure, benefit, and financial customer information to related functions and areas.
Sr. Collector -Supervisor
Apria Healthcare
06.2000 - 05.2007
- 98% monthly collections
- Non-Government collector- HMO, PPO, Workman’s Compensation, 3rd party payers.
- Responsible for complex accounts
- Rebilled, appealed, completed EOB review and followed up on patient’s accounts.
- Responsible for collections through A/R reports and directives from management.
- Excellent knowledge of HMO risk.
- Assisted and trained collectors.
- Generated and analyzed reports to identify problems and trends in revenue management
Education
AA - General Education
Long Beach City College
01.2021
Honors degree - Sociology/Women's Studies
California State University of Dominguez Hills
01.2023
Certificate of Completion - Medical Insurance Billing
Long Beach City College
01.2018
Skills
- Extensive experience with HMO, PPO, Worker's Compensation, Private Pay, 3rd Party Administrators, Medicare, and Medical
- Strong knowledge of insurance language, medical terminology and benefit programs
- Excellent verbal and written communication skills, with the ability to effectively to convey complex information in a variety of settings
- Effective and efficient organization and time manage skills
- Analytical and detail oriented
- 10 key by touch, Microsoft Word, Excel and Sharepoint, Teams, Zoom calls
- Sales Force
- Curve Reports
- NPPES
- Solid understanding and usage of CPT ,HCPC, ICD-9 and 10 coding and medical terminology
- Waystar and Office ally
- High stress and effective de-escalation tactics, multi-tasker who can work independently
Timeline
Client Success Manager
Practice Fusion Billing
01.2024 - Current
Telecommuter-A/R Reimbursement Specialist
CHMB- Allscripts-Veradigm
05.2018 - 01.2024
Telecommuter- Reimbursement Specialist
Apria Healthcare
12.2010 - 01.2016
Insurance Collector
SmileCare Dental
01.2009 - 11.2009
Group Plan Installation Consultant
Aetna
05.2007 - 12.2008
Sr. Collector -Supervisor
Apria Healthcare
06.2000 - 05.2007
Honors degree - Sociology/Women's Studies
California State University of Dominguez Hills
Certificate of Completion - Medical Insurance Billing
Long Beach City College
AA - General Education
Long Beach City College