Katina Williams

• Negotiate contract settlement for payment
• Reduce aged AR Commercial buckets by 73% of client portfolio
• Liaison between multiple clients and attorney's
• Issue medical Liens based on state statue
• Develop strong working relationships with internal and external partners
• Adhere to all Quality Assurance controls
• Primary contact for third party billers

· Analyze and research provider &patient accounts

· Reduce commercial aged AR buckets by 50 %.

·Managed 50 Outbound calls per day to Commercial Health Care providers

· Strategic planning for aged Health Care denials based on emerging trends

· Reviewed medicals denials & executed Appeals

• Assisted in hiring, onboarding
• Acted as primary liaison during audits of QA database(s). Providing support direct support to lifecycle programs and processes. Collaborated as well as issued corrective action plans
• Demonstrated effective two-way communication process to create an informed, positive environment
• Developed, implemented and managed best practices housed within multiple clients QA database(s)
• Provided constructive feedback based on performance management to senior level leadership to assist in employee evaluations
• Provide accurate, direct, consistent and timely feedback to department management regarding observations, performance and results
• Instituted development and revision of SOPs for multiple departments.

• Optimized scheduling calendar for quadrilateral imaging center
• Completed daily reporting of previous day call center metrics
• Responsible for scheduling 50 patients per day for medical appointment accurately and proficiently
• Reviewed medical necessity and medically appropriateness of requests
• Ensured receipt of complete and authenticated signed orders
• Provided exceptional customer service with while maintaining a one call resolution
• Responsible for point of sail recouping loss revenue.

• Monitored daily, weekly and monthly service levels, ensuring activities are completed within client-specified timeframes
• Managed day-to-day client deliverables
• Provided timely communication of client deliverables and performance updates
• Coached individuals for career progression & development not limited to corrective action steps (when necessary) regarding performance or behaviors
• Ensured team members received appropriate and timely training
• Performed pre-screening for new hires not limited to onboarding
• Interfaced with various client groups and external partners when appropriate to ensure participant or client inquiries are accurately addressed
• Responds to escalated issues, as necessary
• Conducts quality control activities, ensuring accurate and timely completion of deliverables
• Maintained a working knowledge of best practice models, client plan provisions and business requirements, applicable state and federal regulations and other industry updates/trends.

• Managed and monitored customer escalations by listening to client calls, researching problems, and determining root cause of escalation
• Provided result based specific analysis to be used in resolutions of the issue including proper documentation of issue and providing feedback to customer service associates and team manager as necessary
• Provided update specifics on client specific training
• Updated and maintained Customer Service Desktop tools including Call flows/SOPs and Newsflash
• Identified process improvements based on escalation analysis results
• Coordinates with CS Operations to ensure proper CSA/HRS skill maintenance
• Monitored and managed customer escalations for Global partners and Global Assistance phone work
• Measured and analyzed customer satisfaction results, service levels on supervisor line, customer escalations, tool upgrades, first call resolution, continuous learning, team interaction reliability, callbacks, and compliance
• Identified issues and provided recommendations for resolving.