JoVanna Cooper
Cedar Hill
Summary
People Operations and Compliance Professional with a strong track record in collections management and healthcare revenue cycle. Recognized for enhancing recovery rates through tailored strategies, mentoring teams, and streamlining processes while ensuring adherence to regulatory standards and maintaining high service quality.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Collections Manager
Exeter Finance
Irving
12.2021 - Current
- Led high-risk auto loan collections, increasing recovery rates and ensuring regulatory compliance.
- Developed strategies to improve collections efficiency and reduce delinquency rates.
- Mentored collections team, improving adherence to policies and enhancing overall performance.
- Developed tailored recovery plans, facilitating improved negotiations and empathetic dispute resolution.
- Identified areas for improvement in collections process, implementing changes to streamline operations.
- Recommended training for team leadership to enhance onboarding and enforce company protocols.
- Trained new staff members on proper collection techniques, policies, and procedures.
Medical Biller, Accounts Receivable
Fresenius Medical Care
Dallas
05.2016 - 10.2021
- Streamlined claim resolution processes to enhance efficiency in medical billing and collections.
- Processed claims using electronic billing systems and software tools.
- Educated patients on insurance and payment options, promoting understanding while maintaining confidentiality.
- Balanced firm enforcement strategies with sensitivity in challenging patient interactions, enhancing patient trust.
- Trained new team members on collection procedures, contributing to improved team effectiveness.
INSURANCE BILLER
Diversified Healthcare
Richardson
08.2014 - 04.2016
- Managed patient billing, insurance verification, and claims processing for high-volume healthcare accounts, nursing transparency plans.
- Ensured accuracy and compliance of processed insurance claims with regulations.
- Managed patient records and verified insurance information to facilitate billing.
- Addressed patient billing inquiries and provided updates on claim statuses.
- Collaborated with healthcare providers to resolve billing discrepancies efficiently.
Education
High School Diploma -
DeSoto High School
DeSoto, TXSkills
- Debt recovery expertise
- Debt negotiation techniques
- Collection strategies
- Collections forecasting
- Collections compliance
- Regulatory compliance
- Compliance negotiation
- Dispute resolution
- Risk assessment and policy adherence
- Team leadership
- Team onboarding
- Customer relationship management
- Customer experience management
- CRM systems expertise
- Microsoft Office Suite proficiency
- Financial reporting
Accomplishments
- Recognized for consistent performance in high-risk collections portfolios.
- Trusted with complex escalations requiring compliance knowledge and customer sensitivity.
- Selected to support team training and performance improvement initiatives.
Certification
AACP-Certified Revenue Cycle Specialist
Timeline
Collections Manager
Exeter Finance
12.2021 - Current
Medical Biller, Accounts Receivable
Fresenius Medical Care
05.2016 - 10.2021
INSURANCE BILLER
Diversified Healthcare
08.2014 - 04.2016
High School Diploma -
DeSoto High School