Kristie Andrews-Bonner
Baltimore,Maryland
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
23
23
years of professional experience
Work History
Lead Housekeeping & Laundry Aide
Oakwood Care Center, Middle River
Middle River, Maryland
09.2024 - Current
- Ensured high standards of sanitation and cleanliness in patient rooms and special interest areas to promote health and safety.
- Maintained cleanliness and order by sorting, washing, drying, and folding laundry items per established facility protocols.
Activities Coordinator
Caring Hands Adult Medical Daycare of Dundalk
Dundalk, Maryland
05.2023 - 09.2024
- Coordinated, planned, developed and implemented activities designed to enrich lives of assisted living residents.
- Coordinated schedules for staff and volunteers, ensuring optimal program delivery.
- Trained and mentored new staff on best practices for activity facilitation.
- Evaluated program effectiveness through participant feedback and adjusted activities accordingly.
Account Representative / Key Holder
Mariner Finance
Dundalk, Maryland
07.2021 - 05.2023
- Assisted clients in obtaining credit life insurance coverage. Supported individuals in navigating unemployment benefits. Provided guidance on available financial resources.
- Cultivated and sustained robust customer relationships to enhance client satisfaction and loyalty.
- Led collaborative efforts to consistently and efficiently achieve branch goals.
- Oversaw customer account management and collections through direct communication via face-to-face interactions and phone calls.
- Facilitated loan interviews to gather customer information. Assisted in negotiating loan extensions and modifications. Organized payment schedules based on customer financial needs.
- Assisted customers in understanding product offerings, including personal loans and optional credit protection products. Supported sales efforts for finance solutions and additional services. Licensed to sell optional credit protection products.
- Executed diverse cashiering functions, ensuring accurate maintenance of branch cash drawer.
- Executed systematic loan collection actions on assigned accounts to ensure compliance with established policies and procedures.
- Executed various responsibilities as delegated by management.
Consumer Collections Account Manager
Access Receivables Management
Hunt Valley, Maryland
08.2020 - 07.2021
- Oversaw compliance and regulatory processes for Virginia Department of Taxation.
- Assisted in processing driving and parking violation cases for Prince George's County Department of Revenue. Supported team members in maintaining accurate records and documentation. Contributed to efficient resolution of customer inquiries regarding violations.
- Oversaw commercial collections processes to ensure timely recovery of outstanding accounts.
- Responsibilities included but were not limited to:
- Ensured compliance with federal, state, and local regulations, including TCPA, FCC, GLBA, and HIPAA.
- Achieved monthly objectives established by management.
- Conducted phone communications with a minimum of 150 debtors daily to facilitate collections efforts.
- Evaluated each account upon contact to ensure personalized engagement.
- Evaluated qualifications for settlement and payment plan options in accordance with client parameters.
- Executed skip tracing techniques to locate delinquent debtors with inaccurate contact information.
- Executed processing of credit card and ACH payments with precision.
Billing Specialist
MedHelp Incorporated
Baltimore, Maryland
07.2018 - 07.2020
- Coordinated and administered various third-party billing contracts remotely, focusing on specialties such as skilled nursing, mental health, substance abuse, and primary care.
- Managed daily interactions with customers, patients, and management, ensuring effective communication through phone, email, scanning, and fax.
- Oversaw patient payment processing via credit card transactions conducted over the phone.
- Facilitated daily submission of CMS 1500 and CMS 1450/UB04 claims through electronic and manual processes. Supported team members in resolving claim discrepancies. Assisted in maintaining accurate records of submitted claims.
- Monitored and addressed pending and rejected claims daily, facilitating improved account management and client satisfaction.
- Reviewed and analyzed a minimum of 90 accounts each day to determine necessity for appeal follow-up or higher-level intervention.
Patient Account Representative, Trauma Coordinator
University of Maryland; Faculty Physicians Inc.
Baltimore, Maryland
03.2003 - 11.2017
- Both in the office & remotely managed a large volume fast-paced medical billing project that involved multiple components before resolution.
- Led annual campus wide audit via third party law firm appointed by the Maryland Healthcare Commission and Maryland Trauma Physician Services Fund
- Analyzed a min of 40 accounts daily determining if appeal, follow up or higher-level resolution was needed.
- Collaborated with attorney and collections agencies; Point of contact.
- Created campus wide policies and procedures.
- Managed departmental self-pay payment plans and credit card payments as well as collaborated with the Patient Services Billing Department for the purposes of setting up multi group self-pay payment plans and collecting credit card payments.
- Conducted A/R follow up on rejected claims.
- Performed consistent follow up on open invoices by insurance class.
- Analyzed and resolved credit balances, BAR and TES edits as well as insurance denials though written appeal, telephone call, web-based system, charge correction or write off within department guidelines.
- Point of contact for escalated calls and complaints
- Performed as lead worker and trainer for entry level staff.
Education
High School Diploma -
Skills
- Laundry folding and storage
- Color separation
- Laundry equipment operation
- Sorting and transport
- Calendar management
- Senior activities planning
- Arts and crafts instruction
- Special needs programming
- Disability awareness
- Customer engagement
- CRM proficiency
- Customer relationship management
- Account management
- Debt recovery
- Credit analysis
- Skip tracing
- Portfolio management
- Billing systems and software
- Insurance verification
- Invoice processing
- Customer service
Timeline
Lead Housekeeping & Laundry Aide
Oakwood Care Center, Middle River
09.2024 - Current
Activities Coordinator
Caring Hands Adult Medical Daycare of Dundalk
05.2023 - 09.2024
Account Representative / Key Holder
Mariner Finance
07.2021 - 05.2023
Consumer Collections Account Manager
Access Receivables Management
08.2020 - 07.2021
Billing Specialist
MedHelp Incorporated
07.2018 - 07.2020
Patient Account Representative, Trauma Coordinator
University of Maryland; Faculty Physicians Inc.
03.2003 - 11.2017