Jacqueline McCann
Pittsburgh,PA
Summary
Productive Front Office Supervisor with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing physician and service provider relationships while maintaining meticulous records.
Overview
20
20
years of professional experience
Work History
Front Office Supervisor
UPMC Centers For Rehab Services
Monroeville, PA
01.2013 - Current
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Coached employees through day-to-day work and complex problems.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Assisted Facility Director with interviewing potential employees by asking appropriate questions and providing feedback after interviews.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
- Assist Facility Director in daily tasks to include creating/adjusting templates, Quality Assurance policies, Kronos timekeeping/payroll, staffing issues.
- Obtain Insurance verifications/authorizations, scheduling, faxing, copay collection and reconciliation, bank deposits.
- Interview, hire, train employees
Billing and Collections Specialist
UPMC Centers For Rehab Services
Pittsburgh, PA
01.2007 - 12.2012
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Achieved performance goals on consistent basis.
- Processed payments and contracts on accounts.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Trained new team members on scripts, company services and collection strategies.
Secretary
River Valley Rehab
Fox Chapel, PA
06.2002 - 01.2007
- Answered multi-line phone system and greeted callers enthusiastically.
- Scheduled appointments and conducted follow-up calls to clients.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Reviewed and balanced daily bank deposits and deposit report.
- Drafted agendas, recorded minutes and created documents for meetings.
- Completed accurate daily report documents, typed Plans of Care and letters to physicians and insurance companies.
Education
Physical Therapy Assistant
Community College of Allegheny County
Pittsburgh, PASkills
- Establish workflows to maintain productivity, accuracy, communications between all staff
- Participate in Monthly staff meetings and documentation
- Telephone communications
- Insurance Information Collection
- Departmental Support
- Office Management
- Office Supplies and Inventory
- Hiring, Onboarding and Staff Training
- Kronos Timekeeping and approvals
Timeline
Front Office Supervisor
UPMC Centers For Rehab Services
01.2013 - Current
Billing and Collections Specialist
UPMC Centers For Rehab Services
01.2007 - 12.2012
Secretary
River Valley Rehab
06.2002 - 01.2007
Physical Therapy Assistant
Community College of Allegheny County
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