Kelly Light
Bethel Park,PA
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
10
10
years of professional experience
Work History
Supervisor, Billing and Collections
UPMC Rehabilitation Institute
12.2020 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Conducted routine audits to check quality and compliance with established specifications.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
- Generated reports detailing findings and recommendations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Front Office Supervisor
UPMC Rehabilitation Institute
12.2017 - 12.2020
- Coached employees through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Prepared agendas and took notes at meetings to archive proceedings.
- Standardized office structures and processes to promote collaboration and increased performance.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Monitored front areas so that questions could be promptly addressed.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Completed bi-weekly payroll for 30 employees.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Billing and Collections Specialist
UPMC Rehabilitation Institute
10.2016 - 12.2017
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Researched accounts and completed due diligence to resolve collection problems.
- Researched billing errors and discrepancies to initiate corrective action.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Corrected, completed and processed claims for multiple payers.
- Processed online and paper appeal submissions and refund requests.
- Logged charges and payments within Epic.
- Conducted claims follow up on portals such as UPMC Health Plan, Navinet, Availity, etc.
Patient Service Representative
UPMC Rehabilitation Institute
03.2016 - 10.2016
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Managed patient registration process, confirming data accuracy and completeness.
- Built and maintained positive working relationships with patients and staff.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Used Epic to schedule appointments.
- Handled customer service inquiries in person, via telephone and through email.
- Balanced deposits and credit card payments each day.
- Verified patient insurance eligibility and entered patient information into system.
- Answered incoming calls, scheduled appointments and filed medical records.
- Greeted and assisted patients with check-in procedures.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Followed document protocols to safeguard confidentiality of patient records.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Offered simple, clear explanations to help clients and families understand office policies and procedures.
Team Lead
Party City
11.2013 - 07.2014
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Managed efficient cash register operations.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Used in-store system to locate inventory and place special orders for customers.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
General Manager
Spirit Halloween
08.2013 - 11.2013
- Developed and implemented strategies to increase sales and profitability.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Trained new employees on proper protocols and customer service standards.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Maintained professional, organized, and safe environment for employees and patrons.
- Onboarded new employees with training and new hire documentation.
Education
Bachelor of Science - Business Management in Healthcare
Capella University
Minneapolis, MN05.2022
Associate of Science - Medical Office Administration
Pittsburgh Technical College
Oakdale, PA04.2016
Skills
- Electronic Charting
- Financial Assistance
- New Hire Training
- Goals and Performance
- Billing Practices
- Bi-Weekly Payroll
- Medical Billing and Collections
- Insurance Policies
Timeline
Supervisor, Billing and Collections
UPMC Rehabilitation Institute
12.2020 - Current
Front Office Supervisor
UPMC Rehabilitation Institute
12.2017 - 12.2020
Billing and Collections Specialist
UPMC Rehabilitation Institute
10.2016 - 12.2017
Patient Service Representative
UPMC Rehabilitation Institute
03.2016 - 10.2016
Team Lead
Party City
11.2013 - 07.2014
General Manager
Spirit Halloween
08.2013 - 11.2013
Bachelor of Science - Business Management in Healthcare
Capella University
Associate of Science - Medical Office Administration
Pittsburgh Technical College
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