Hi, I’m
Kelli Krueger
Customer Service, Billing Coordinator, Accounts Receivable, Collections
Roach,MO
Judge a man by his questions rather than his answers.
Voltaire
Summary
Smart Customer Service Representative with solid background working in highly dynamic and complex business environments. Strong analytical and negotiation skills with keen eye for complex data. Reliable and committed to working collaboratively with clients and vendors.
Overview
24
years of professional experience
Work History
Hill Brothers Transportation
Billing Coordinator
01.2023 - 11.2023
Job overview
- Prepared itemized invoices and recorded amounts due for Trucking Line Haul and Fuel services rendered per contract rates.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Completed appeals of denied invoices on customer bills.
- Updated documentation, reports and spreadsheets with financial information.
- Worked with multiple departments to check proper billing information.
Cypress HCM
Fraud Investigator
02.2022 - 10.2022
Job overview
- Contract Employee of LinkedIn
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Evaluated customer data to identify and prevent fraudulent activities.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
The Knot
Accounts Receivable and Billing Specialist
03.2020 - 02.2022
Job overview
- Maintained and modified contract terms when customer had an upsell, termination or extension of contract.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Reconciled accounts receivable ledger to verify payments and resolve variances.
- Monitored accounts to verify compliance with payment terms and schedules.
- Utilized Microsoft Excel, SalesForce, CRM and Oracle software to manage invoices and payments.
- Maintained accurate records of customer payments.
InSearch Recruiting
Collections Specialist
02.2020 - 03.2020
Job overview
- Contract Employee of Thrasher Fondation Repair
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used probing techniques to determine customers' reasons for past due.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Entered client details and notes into system for interdepartmental access and review.
- Researched billing errors and discrepancies to initiate corrective action referring to appropriate departments for review.
Aerotek: Recruiting And Staffing
VA Medical Claims Processor
09.2019 - 02.2020
Job overview
- Contract employee of Principle Choice
- Maintained knowledge of VA benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Used administrative guidelines as resource or to answer questions when processing medical claims.
- Paid or denied medical claims based upon established claims processing criteria.
- Assessed medical claims for compliance with VA regulations and corrected discrepancies.
Metropolitan Utilities District Of Omaha
Customer Service Associate
08.2018 - 06.2019
Job overview
- Responded to customer calls to answer questions about Gas and Sewer bills.
- Escalated emergency calls for Gas or Sewer line breaks to Maintenance Crew for repair.
- Educated customers on causes of high Gas or Sewer charges, sent requests to Maintenance Crews to investigate meters and leaks when charges are too high for customer use.
- Investigated and resolved accounting, service and delivery concerns.
Inflection - GoodHire
Customer Service Representative
03.2018 - 08.2018
Job overview
- Answered customer telephone calls and chats promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Answered questions of customers calling on completed background checks.
- Provided technical support to website for purchases of background checks.
- Researched and determined if refunds were due for purchases of background checks that failed.
West Asset Management
Training Facilitator
01.2011 - 11.2017
Job overview
- Onboarded New Hires; reviewing and completing HR Paperwork and discussing benefits and company policies.
- Trained New Hires on Medical Terms, Health Insurance and Medicare Contract language, Collection process of incorrectly paid claims per the contract terms.
- Taught more than 8, 4 week long classes per year.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Administered assessments before, during and after courses.
- Created and maintained detailed training records and reports for management review.
- Booked travel arrangements and completed expense reports for off-site Trainings.
West Asset Management
Senior Quality Assurance Specialist
09.2006 - 12.2010
Job overview
- Ensured compliance with department procedures, company policies, and Federal and State laws (HIPAA, FDCPA and Red Flag).
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Trained New Hires on Quality Assurance program requirements.
- Compiled and distributed monthly feedback to team leaders and managers to improve service time and quality while increasing productivity.
West Asset Management
Project Assistant
04.2004 - 09.2006
Job overview
- Worked with senior leadership to complete complex projects on time.
- Handled administrative duties, filing, and errands.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Offered technical support and troubleshot issues to enhance office productivity.
- Completed multiple tasks simultaneously to optimize project completion.
- Documented department policies and procedures.
West Assest Management
Collections Specialist
01.2000 - 04.2004
Job overview
- Collected improperly paid medical claims from medical facilities, physicians and patients on based on Insurance Carrier Contract.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used probing techniques to determine debtors' reasons for delinquency.
- Provided documentation to support the repayment of funds to the Insurance Carrier when requested; ie, contract language, EOBs and Corrected EOBs.
- Used skip tracing and other techniques to locate medical facilities and providers.
Education
Thomas Jefferson High SchoolCouncil Bluffs, IA
High School Diploma
Skills
- Information Updates
- Google Drive
- File Management
- Process Improvement Initiatives
- Microsoft Office
- Contract Reviews and Edits
- Contract Amendments
- Inbound Phone Calls
- Confidential Records Management
- Critical Thinking
- Project Support
- Inventory Records
- Staff Training
- Compliance Enforcement
- Travel Planning and Logistics
- Policy Knowledge
- SharePoint
- Medical terminology
- Health Insurance terminology
- Invoicing expertise
- Due diligence
- Document review
- NetSuite, Oracle, SalesForce and TMW billing software
- Time and Material, Contract and Subscription billing experience
- Collections duties
- Customer service support
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Billing Coordinator
Hill Brothers Transportation
01.2023 - 11.2023
Fraud Investigator
Cypress HCM
02.2022 - 10.2022
Accounts Receivable and Billing Specialist
The Knot
03.2020 - 02.2022
Collections Specialist
InSearch Recruiting
02.2020 - 03.2020
VA Medical Claims Processor
Aerotek: Recruiting And Staffing
09.2019 - 02.2020
Customer Service Associate
Metropolitan Utilities District Of Omaha
08.2018 - 06.2019
Customer Service Representative
Inflection - GoodHire
03.2018 - 08.2018
Training Facilitator
West Asset Management
01.2011 - 11.2017
Senior Quality Assurance Specialist
West Asset Management
09.2006 - 12.2010
Project Assistant
West Asset Management
04.2004 - 09.2006
Collections Specialist
West Assest Management
01.2000 - 04.2004
Thomas Jefferson High School
High School Diploma
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