Javon McDonald
La Crosse,WI
Summary
Experienced Accounts Receivable Specialist with expertise in managing all aspects of accounts receivable in fast-paced environments. Proficient in payment tracking, resolving billing issues, and preparing statements. Recognized for dedication to achieving team goals and enhancing overall financial outcomes.
Overview
17
17
years of professional experience
Work History
Senior Collections Representative
Optum
07.2024 - 04.2025
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Collaborated with other departments to verify customer compliance with payment plans.
- Documented customer payment interactions and account statuses for future reference.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Researched billing errors and discrepancies to initiate corrective action.
- Analyzed customer financial records to determine appropriate payment plan.
- Responded to customer inquiries and provided detailed account information.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Reviewed claims to analyze services rendered, ensuring accurate billing practices.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Researched claims and incident information to deliver solutions and resolve problems.
Provider Assistance Coordinator
ASTON CARTER- Ucare
01.2023 - 08.2023
- Effectively respond to and manage provider service requests and inquiries by accurately applying knowledge of UCare’s business, products, provider business practices and operation
- Answer, resolve, track and document telephone calls to the Provider Assistance Center in a timely and professional manner.
- Communicate effectively with internal departments and external customers regarding provider concerns and research and resolve issues as appropriate.
- Educate providers on policies and procedures related to our health care programs.
- Identify trends/issues that emerge in calls/correspondence and inform Team Lead or Supervisor.
- Identify and recommend process improvements to support positive provider experience.
- Analyze claims, to ensure proper handling throughout system changes.
- Reviewing claims ICD -10 codes, diagnosis codes, insurance verification, and benefits for proper adjudication.
- Also assisted with prior authorizations, insurance verification and eligibility on members account, who had Medicaid, Medicare and Commercial, health and dental benefits and plans.
- Healthcare providers were educated on the advantages of member insurance coverage, encompassing DME, inpatient and outpatient services, vision, dental and all medical services.
- Assisted providers understand there remits and payment info.
Senior Customer Success Representative
QUARTZ
09.2016 - 07.2022
- Assisted with shaping the customer success calls, by providing accurate answers to insurance claims questions and benefits.
- Identify root cause of customer issues and helped trouble shoot complex problems for over 5000 customers.
- Performed customer service for members and providers to assist with policies, payments, and claims.
- Provided excellent quality service. While maintaining excellent working relationships with internal and external customers.
- Trained new hires on benefits and claims, answered their questions to ensure quality info was being provided to members.
- Assisted with onboarding with new hires. Trained them on plans with Medicare and Commercial plans.
- Provided Claim analysis to ensure claims processed successfully, sent claims back for review to providers with info on corrections that were needed.
Customer Account Executive
Comcast
07.2011 - 10.2015
- Responsible for building customer relationships in order to encourage retention of long-term accounts.
- Streamlined the payment process resulting in an increase of 40% retention.
- Negotiate pricing and contract term with existing customers to retain and upgrade accounts.
- Maintained proficient customer satisfaction daily and consistently transitioned encounters into opportunities to up-sell existing account services.
- Cross-trained with technicians monthly in the field to gain additional perspective and knowledge of installation and complications regarding service issues.
- Following up with customer on their complaints and providing best solution to give best value.
- Assisted supervisor monitor teammates calls to improve quality scores.
- Returned escalated calls, trained to become a supervisor.
Retention Specialist
Centurylink
03.2010 - 03.2011
- Retained and ensured proper handling and care of existing accounts.
- Identified and qualified customer needs, developed sales strategies negotiated retention of customers.
- Handled disconnections and new connections, moves, change orders.
- Achieved 100% of monthly quota and grew sale.
- Provided customer service for an average of 75-100 calls per day, answering customer inquiries, solving problems, and providing new product information.
- Answered questions regarding products, while maintaining knowledge of current sales and promotions.
APAC Customer Service
01.2009 - 01.2010
- Company Overview: Verizon Wireless
- Simplified billing by implementing a standard process chart.
- Acquired new lines of business, upgraded service by adding text and data plans.
- Thoroughly provided technical assistance to correct issues with all devices.
- Verizon Wireless
Customer Service Representative
Sprint
01.2008 - 11.2008
- Provided concise answers to billing questions and concerns.
- Improved customers experience by explaining and changing plans to fit their budgets.
- Presented directions and instructions for functionality for cell phone devices.
- Accurately provided tier one technical assistance.
Education
Allied Health - Allied Health
Olive Harvey College
Chicago, ILMedical Billing And Coding - Medical Billing
Ed2Go With UWL
La Crosse, WIUniversity of Arkansas Pine Bluff - Chemistry
University of Arkansas Pine Bluff
12.2006
George Westinghouse Career Academy - Allied Health
George Westinghouse Career Academy
06.2006
Skills
- Call center experience
- Dispute resolution
- Payment arrangements
- Issue investigation
- Information gathering and analysis
- Debt collection
- Verbal communication
- Codes reviewing
- Investigative research
- Claims processing
- Coding proficiency
- Microsoft Excel
- Claims analysis
- Healthcare common procedures coding system (HCPCS)
- Coverage assessment
- Team Training
- Professionalism
- Policy analysis
- HIPAA compliance
- Fraud detection techniques
Timeline
Senior Collections Representative
Optum
07.2024 - 04.2025
Provider Assistance Coordinator
ASTON CARTER- Ucare
01.2023 - 08.2023
Senior Customer Success Representative
QUARTZ
09.2016 - 07.2022
Customer Account Executive
Comcast
07.2011 - 10.2015
Retention Specialist
Centurylink
03.2010 - 03.2011
APAC Customer Service
01.2009 - 01.2010
Customer Service Representative
Sprint
01.2008 - 11.2008
George Westinghouse Career Academy - Allied Health
George Westinghouse Career Academy
Allied Health - Allied Health
Olive Harvey College
Medical Billing And Coding - Medical Billing
Ed2Go With UWL
University of Arkansas Pine Bluff - Chemistry
University of Arkansas Pine Bluff
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