Laura Zimmerhanzel
Midland
Summary
Seasoned Refund Specialist boasting broad experience in finance and customer service sectors. Known for thorough knowledge of refund procedures and policies, demonstrating robust problem-solving skills, and maintaining high levels of accuracy. Noted for enhancing operational efficiency by implementing innovative refund processes and contributing to customer satisfaction in previous roles.
Overview
27
27
years of professional experience
Work History
Refund Specialist III
US Anesthesia Partners
Austin
08.2023 - Current
- Refund patients and insurance carriers for overpayment, research follow up all correspondence, resolve accounts, and strive for QA 97% or higher audit reviews of performance.
- Processed patient refund requests accurately and efficiently.
- Communicated results of audits to upper management through factual written reports and oral presentations.
- Reviewed account discrepancies to ensure proper resolution.
- Implemented best practices for handling complex refund cases effectively.
Credit Balance Clerk
Midland Memorial Hospital
Midland
06.2017 - 08.2023
- Refund patients and insurance carriers for overpayment, research follow up all correspondence, resolve accounts on workflow, Medicare Quarterly
- Facilitated communication between departments to streamline administrative processes.
- Trained new clerical staff on hospital procedures and software tools.
- Assisted customers with inquiries and complaints in a professional manner.
- Verified accuracy of all paperwork prior to submission for processing.
- Researched discrepancies related to refund requests.
- Identified areas where additional training is needed for staff members involved in the refund process.
- Communicated effectively with team members to enhance workflow efficiency.
Bookkeeper
Professional Associates for Pediatric
Abilene
03.2013 - 03.2014
- Verification of insurance, editing charges before transmitting, filling in for check in window, collect copays and deductibles, work rejected electronic claims
Billing Supervisor
Ophthalmology Specialist of Texas
Abilene
07.2012 - 02.2013
- Supervise 4 employees, insurance collections, credentialing, weekly staff meetings, collection reports, close of day/month/year batches, supervise new employees, solving contract issues, posting payments.
Insurance/Credentialing
Rose Street Mental Health Care
Wichita Falls
07.2005 - 06.2012
- Post charges, accounts receivable for past due accounts (insurance), credential providers with insurance panels, obtain authorizations, work EOB’s, troubleshoot software and electronic claims when needed, medicare/medicaid/commercial/Tricare
ER Admitting Clerk
United Regional Health Care
Wichita Falls
08.2005 - 10.2010
- Patient registration such as verifying demographics, obtaining insurance information, and explain all consent forms
Customer Service Supervisor
Lone Star Healthcare Solution
Fort Worth
05.1999 - 07.2005
- Supervised 8 employees, hired and trained new employees, all human resource responsibilities, benchmark monthly employee’s productivity, answered unemployment claims, worked correspondence, refunds, account receivable, insurance appeals, posting payments and charges, electronic claims and worked EMC report rejections, client relations and customer service, credentialing, solving contract issues, contract tracking, setting up new clients for provider numbers, address changes, HIPAA knowledge, Medicare/Medicaid, Commercial, Workman’s Comp.
Office Manager/Coordinator
Medical Staffing Service
Fort Worth
10.1998 - 05.1999
- Scheduled nursing staff to hospitals, private duty, and nursing homes, obtained availability of nursing personnel and schedule through Staff-Trac
Skills
- Refund processing
- Insurance verification
- Payment reconciliation
- Customer service
- Communication skills
- Team collaboration
- Training new staff
- Attention to detail
- Problem solving
- Workflow management
- Time management
- Dispute resolution
- Conflict management
- Written communication
- Billing data verification
- Account posting
- Adaptability and flexibility
- Insurance claims handling
References
Available upon request.
Timeline
Refund Specialist III
US Anesthesia Partners
08.2023 - Current
Credit Balance Clerk
Midland Memorial Hospital
06.2017 - 08.2023
Bookkeeper
Professional Associates for Pediatric
03.2013 - 03.2014
Billing Supervisor
Ophthalmology Specialist of Texas
07.2012 - 02.2013
ER Admitting Clerk
United Regional Health Care
08.2005 - 10.2010
Insurance/Credentialing
Rose Street Mental Health Care
07.2005 - 06.2012
Customer Service Supervisor
Lone Star Healthcare Solution
05.1999 - 07.2005
Office Manager/Coordinator
Medical Staffing Service
10.1998 - 05.1999