Jennifer Smith
Watauga
Summary
Dynamic leader and skilled trainer from RS Americas, adept in e-learning development and fostering customer satisfaction. Excelled in enhancing global training programs and collections management, achieving significant cost reductions and improving employee retention. Demonstrates exceptional multitasking and critical thinking abilities, driving organizational growth and efficiency.
Experienced with designing and delivering comprehensive training programs on global scale. Utilizes effective communication and instructional design to enhance team capabilities. Knowledge of cross-cultural dynamics and adaptability to diverse training environments.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
14
14
years of professional experience
Work History
AR- Collections and Global Trainer
RS Americas
10.2022 - Current
- Collaborated with cross-functional teams to identify skill gaps and develop targeted training initiatives.
- Aligned training strategies with business goals, supporting organizational growth and change efforts.
- Mentored junior trainers, providing guidance on best practices in instructional design and facilitation techniques.
- Facilitated open communication between trainers and participants, encouraging feedback for ongoing program enhancement.
- Reduced overall training costs by leveraging technology, creating e-learning modules and virtual classrooms.
- Increased employee retention by designing and delivering engaging training materials tailored to diverse learning styles.
- Enhanced employee performance by developing and implementing comprehensive global training programs.
- Managed a team of trainers across multiple locations, ensuring consistent delivery and adherence to established standards.
- Championed a culture of continuous learning, inspiring employees to seek out professional development opportunities and expand their skill sets.
- Established a consistent global training standard, ensuring all employees received quality instruction regardless of location.
- Streamlined onboarding processes for new hires, resulting in reduced time to productivity.
- Evaluated program effectiveness through data analysis, adjusting content and delivery methods as needed for continuous improvement.
- Delivered robust training courses via classroom and e-learning programs.
- Created unique materials to support training programs.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
- Successfully managed a high-volume AR portfolio while maintaining a strong focus on customer satisfaction and timely collections.
- Supported cash application team by providing accurate remittance information, enabling prompt posting of payments to appropriate accounts.
- Maintained detailed records of all collection activities, ensuring compliance with internal audit requirements and industry regulations.
- Identified trends in late payments, recommending process improvements to prevent future delinquencies and improve overall collection efforts.
- Partnered with legal counsel on escalated collection matters involving litigation or bankruptcy proceedings, maximizing recovery efforts where possible.
- Enhanced cash flow for the company by consistently meeting or exceeding collection targets.
- Effectively resolved chargeback disputes through thorough research and documentation of supporting evidence.
- Improved account receivable collection rates by implementing efficient tracking and follow-up procedures.
- Established strong professional relationships with clients, ensuring open lines of communication for invoice inquiries and payment negotiations.
- Conducted periodic reviews of customer credit limits, adjusting as needed based on payment history and business needs.
- Provided training and mentorship to junior collection specialists, enhancing departmental knowledge base and skill set.
- Facilitated the resolution of billing disputes, collaborating with internal departments to correct errors and expedite payment.
- Collaborated with sales and customer service teams to resolve client disputes and facilitate timely payment of invoices.
- Negotiated favorable payment terms with clients during periods of financial hardship, preserving long-term business relationships while protecting company interests.
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Researched billing errors and discrepancies to initiate corrective action.
- Generated and distributed monthly customer statements.
- Investigated customer credit references and approved credit lines.
- Expedited refunds processing by identifying overpayments quickly and initiating refund requests as needed.
- Identified trends in billing errors, working closely with coding specialists to reduce future occurrences.
- Managed workload effectively between multiple payer types, resulting in consistent productivity levels across all assigned accounts.
- Reduced errors in cash postings by conducting thorough audits and reconciliations on a regular basis.
- Researched and resolved account discrepancies.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Entered figures using 10-key calculator to compute data quickly.
- Championed process improvement initiatives within accounting team – leading to increased efficiency and enhanced employee satisfaction.
- Established strong working relationships with cross-functional teams such as sales, operations, HR – resulting in improved communication and collaboration throughout the company.
- Trained new employees on accounting processes, contributing to their quick integration into the team.
OR Technician
Medical City Alliance-HCA
07.2022 - 10.2022
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Improved patient care by assisting in surgical procedures and ensuring a sterile environment.
- Assisted anesthesia personnel with placement of monitoring devices on patients prior to surgery, ensuring accurate and efficient data collection.
- Enhanced OR efficiency by setting up surgical equipment and preparing instruments for surgery.
- Contributed to positive patient experiences by addressing any concerns or questions prior to surgical procedures.
- Prepared necessary documentation for surgeries, maintaining accurate records for each procedure performed.
- Streamlined OR processes by organizing supplies and equipment for easy access during procedures.
- Effectively communicated with patients and their families to alleviate anxiety and provide information about the surgical process, contributing to a better overall experience.
- Demonstrated strong attention to detail when handling delicate instruments and tools during surgery preparation tasks.
- Provided exceptional support to other OR staff members when needed, fostering a collaborative work environment that prioritized patient care above all else.
- Ensured proper disposal of biohazard waste materials following surgeries, maintaining a clean and safe work environment.
- Assisted surgeons during operations, contributing to successful medical outcomes.
- Consistently adhered to strict sterilization protocols while setting up instrument trays and operating room spaces.
- Supported surgical team members in providing quality care to patients throughout the entire surgical process.
- Continuously updated inventory of surgical supplies as needed, ensuring availability of crucial items during upcoming procedures.
- Maintained high standards of cleanliness in the operating room, reducing infection risks and promoting patient safety.
- Collaborated with nursing staff to provide optimal patient care before, during, and after surgery.
- Safely transported patients to and from the operating room, ensuring comfort and security at all times.
- Managed efficient turnover of operating rooms between cases by thoroughly cleaning surfaces, replacing linens, and restocking essentials supplies quickly without compromising quality or safety standards.
- Maintained sterile fields by following aseptic techniques and adhering to infection control protocols.
- Maintained safe working environments by adhering to safety protocols and reporting hazards.
- Created safe operating environments for invasive and non-invasive procedures.
- Performed post-operative care by moving patients to recovery and monitoring condition.
- Assisted with transfer of patients from recovery room to operating room, providing care and support.
Billing/Cash Posting Specialist
Metrocare
06.2020 - 07.2022
- Identified trends in billing errors, working closely with coding specialists to reduce future occurrences.
- Increased accuracy in payment application by regularly updating payer-specific rules and guidelines for the team.
- Improved timeliness of payments with diligent follow-up on outstanding accounts receivable balances.
- Refined performance metrics reporting, enabling better tracking of individual productivity and team progress toward goals.
- Maintained strict confidentiality of patient data and financial information, adhering to HIPAA regulations and company policies.
- Maintained accurate financial records, ensuring smooth operations in the billing department.
- Assisted in month-end closing procedures to ensure timely completion of financial statements for senior management review.
- Provided exceptional customer service, addressing patient inquiries about their account status and payment options promptly and professionally.
- Reduced errors in cash postings by conducting thorough audits and reconciliations on a regular basis.
- Expedited refunds processing by identifying overpayments quickly and initiating refund requests as needed.
- Effectively communicated with insurance companies to obtain necessary information for accurate payment processing.
- Collaborated with other departments to resolve discrepancies and improve overall cash flow management.
- Managed workload effectively between multiple payer types, resulting in consistent productivity levels across all assigned accounts.
- Enhanced efficiency by streamlining cash posting processes and implementing automated systems.
- Demonstrated adaptability by handling various tasks such as charge entry, claims submission, or denial management when required by workload demands or staffing shortages.
- Optimized revenue recovery through consistent identification and resolution of underpayments or denials.
- Performed daily cash reconciliations to determine accuracy of financial reports.
- Implemented useful procedures to establish accuracy in cash handling, counting and reporting.
- Followed company policies, procedures, and practices for accurate recordkeeping and loss prevention.
- Researched and resolved account discrepancies.
- Managed daily flow of cash transactions to provide sufficient cash supply to meet customer needs.
- Developed and maintained professional working relationships with customers, co-workers and vendors to build trust and rapport.
- Oversaw, balanced and managed change fund to facilitate customer transactions.
- Handled day-to-day accounting processes to drive financial accuracy.
- Matched purchase orders with invoices and recorded necessary information.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
- Entered figures using 10-key calculator to compute data quickly.
Patient Care/Medical Billing Specialist
Healthline
03.2017 - 05.2020
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Posted and adjusted payments from insurance companies.
- Communicated effectively and extensively with other departments to resolve claims issues.
- Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
- Identified and resolved patient billing and payment issues.
- Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable.
- Maintained strong working relationships with healthcare providers, fostering clear communication regarding billing-related matters.
- Managed patient accounts effectively, resolving discrepancies and addressing outstanding balances in a timely manner.
- Enhanced revenue collection through diligent follow-up on unpaid claims and denials with insurance companies.
- Collected payments and applied to patient accounts.
- Precisely completed appropriate claims paperwork, documentation and system entry.
- Precisely evaluated and verified benefits and eligibility.
- Provided exceptional customer service to both patients and insurance representatives, resolving inquiries quickly and professionally.
- Filed and updated patient information and medical records.
- Coordinated with other departments to address any discrepancies or concerns related to charge capture or data entry accuracy.
- Liaised between patients, insurance companies, and billing office.
- Served as a subject matter expert on medical billing matters, providing guidance to colleagues on complex cases or unique situations.
- Efficiently processed refunds or adjustments for patients when necessary, ensuring accuracy and compliance with company policies.
- Conducted regular audits of patient accounts for potential underpayments or overpayments due to incorrect coding or billing practices.
- Prepared billing correspondence and maintained database to organize billing information.
- Printed and reviewed monthly patient aging report and solicited overdue payments.
- Contributed to overall office organization by maintaining up-to-date records of all billed services and payments received.
- Evaluated patients' financial status and established appropriate payment plans.
- Collaborated closely with the clinical team to ensure proper documentation was obtained for accurate billing purposes.
- Increased overall efficiency of the billing department by regularly auditing internal procedures and suggesting improvements.
- Verified insurance of patients to determine eligibility.
- Posted payments and collections on regular basis.
- Reviewed patient records, identified medical codes, and created invoices for billing purposes.
- Responded to customer concerns and questions on daily basis.
- Collaborated with customers to resolve disputes.
- Used data entry skills to accurately document and input statements.
- Audited and corrected billing and posting documents for accuracy.
Collections/ Customer Service Manager
Medigy
01.2011 - 08.2017
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Created and reviewed invoices to confirm accuracy.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Elevated customer satisfaction with detailed training programs for support staff.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Implemented comprehensive feedback system to enhance service quality.
- Researched accounts and completed due diligence to resolve collection problems.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Oversaw daily posting of payments to customer accounts.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Established procedures for collection of past due amounts.
- Worked with legal resources and recovery teams to manage default issues.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Developed customized payment plans for financially distressed customers, enabling successful debt recovery while maintaining customer satisfaction.
- Established strong relationships with customers, fostering open communication channels for effective debt resolution.
- Supervised staff of collectors, monitoring phone calls and letters.
- Generated and mailed updated statements monthly and processed demand letters.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Successfully implemented new technologies and process automations to encourage continuous improvement.
- Maintained compliance with federal, state, and local regulations governing debt collections practices.
- Adhered to established guidelines to increase profits and collect supplier payments.
- Posted receipts to appropriate general ledger accounts.
- Accessed credit records to evaluate customer credit histories.
- Set up and updated customer accounts and CRM with interactions, payments and personal information.
- Created daily and weekly cash reports for accounting management.
- Collaborated with cross-functional teams to address customer disputes and resolve billing issues promptly.
- Reconciled vendor statements and handled payment complaints or discrepancies.
- Reconciled discrepancies between accounts receivable general ledger account and accounts receivable trial balance account.
- Researched and resolved accounts payable discrepancies.
- Led cross-departmental initiatives aimed at minimizing bad debts exposure through early detection of warning signs in customer behavior patterns.
- Prepared accounts receivable-related journal entries for accounting month-end close.
- Complied with established internal controls and policies.
- Developed strategic plans for day-to-day financial operations.
- Established and checked coding procedures, monitored reports and updated internal files.
- Evaluated and negotiated contracts to procure favorable financial terms.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives.
Education
No Degree - Nursing
Tarrant County College
HurstHigh School Diploma -
Haltom High School
Haltom City, TX05-2001
Skills
- E-learning development
- Customer service
- Leadership qualities
- HIPAA compliance
- Microsoft outlook, word, and Excel
- Training delivery
- Works Well Under Pressure
- Accuracy and speed
- Payment posting
- Customer focused
- Cultural sensitivity
- Multitasking and organization
- Banking
- Claim submission
- Training and mentoring
- Excellent time management skills
- Written/Verbal communication
- Payment processing
- Cash handling experience
- Team building and leadership
- Effective workflow management
- Office administration
- Collections management
- Staff management
- Training and coaching
- Skilled trainer
- Attention to detail
- Policy enforcement
- Reliability
- Excellent communication
- Performance evaluations
- Critical thinking
Languages
English
Native or Bilingual
Timeline
AR- Collections and Global Trainer
RS Americas
10.2022 - Current
OR Technician
Medical City Alliance-HCA
07.2022 - 10.2022
Billing/Cash Posting Specialist
Metrocare
06.2020 - 07.2022
Patient Care/Medical Billing Specialist
Healthline
03.2017 - 05.2020
Collections/ Customer Service Manager
Medigy
01.2011 - 08.2017
No Degree - Nursing
Tarrant County College
High School Diploma -
Haltom High School
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