LeoCadie S. Walton

I worked for the ower of various properties throughout the United States. I was the person that the tenant's would reach out to when there was a problem. I posted all payments received. I did bank reconciliation, worked in QuickBooks, Buildium and various programs that the company used. Excel spreadsheets were used to maintain the payment system for each tenant. There was a total of 8 banks that I would review and post payments and then reconcile the bank statements.

I handled all inbound calls from customers who either had issues with equipment or with their billing. I would verify the address and security pin to make sure that I was speaking to the owner of the account. I would update any necessary information. If it was in regard to equipment that was the issues I would walk the customer through to troubleshoot the issue to get the equipment back to working properly. If we were unable to resolve the problem I would ask the customer if I could schedule an appointment to have a technician to go visit the residence to further trouble shoot the issue. Confirmed the appoint and time and advised the customer that someone would be contacting them before they arrived at the residence as a courtesy call to let them know that the technician was on the way.

I started off as a case manager for the Covid Relief program. There I reviewed the necessary documentation that was needed to complete the application for assistance. If all the paperwork was present, I would then forward to final review for payment. If any items were missing I would contact the applicant and advise them of what documents were needed to complete the application. I was then promoted to team lead. I was there to assist team inbound call specialist with any calls that would require to speak to a supervisor. I would then take over the call and handle the call by reviewing all the documents and notes to see what was needed to complete the application process for approval. I was then promoted to Supervisor. This position had me in charge of 30 customer service reps. They would report to me when they would be absent or switch shift with someone else to make sure that we had the necessary coverage for the day and evening shifts. I also handled calls that requested a supervisor that would explain why and application was denied and not going to be paid. At the end of the night shift I would send a report to my supervisor on how many calls were handled that day as far as inbound calls went and how many were completed to send back for approval for payment.

This job was created as a follow up job for people that had been diagnosed with Covid 19. I would have numbers to call to follow up with individuals who tested positive for Covid 19 to make sure that they had a list of all the available programs that were out there that would assist them while going through the Covid isolation. We verified the individuals, name, dob, address and contact number. At this time the standard time for Covid 19 recovery was 14 days. We provided programs that would assist with anything they needed help with while in isolation. This was throughout the State of Louisiana. The job ended when the owner of the company decided that she did not want to work with the State of Louisiana any more.

I worked for Advanced Billing Solutions as a collector until Oceans Acquisitions took over there company. I was assigned 2 major facilities in the Louisiana which were the Broussard and Baton Rouge facilities. I would rebill any bill that had been denied or was billed incorrectly. I filed appeals on behalf of the patient. During my time with the two facilities I would collect over 1 million dollars a month. I then decided to make and lateral transition to financial intake. In that department you were responsible for verification of insurance for the admit for a patient to inpatient status or for outpatient therapy. You would gather the information via the computer or by contacting the insurance via phone. You would then send the information back to the multiple facilities via computer for them to decide if they would admit the patint or not.

I worked with patient's to determine the options of paying their deductibles that have not been met per the insurance company. I also reconciled bank transactions from various department to turn over to the cashier. I would visit each patient that was admitted to go over forms that were not signed in the Emergency Room and have the patient sign and put the form in the patient's chart. I would process payments for the deductibles that were owed and provide the patient with a receipt showing that the deductible had been paid in full.

I worked as a collector and a billing specialist. We would collect on Emergency Room doctors visits that the patients did not know was billed separately from the Emergency Room visit. If the patient wanted to fill a claim I would verify the address and the name of the insurance and refile the bill. Most of the time when I would speak to the customer I would explain that the physician's bill was separate from the E/R bill. I would then offer a discount on the bill if the customer was able to pay the bill in full today. I would offer sometimes up to a 50% off discount depending on the total amount of the bill. My accomplishment for this department was being in the Monthly Top 5 of Collectors every month. The company eventually move the call center to Dallas and not many were able to make that move due to financial obligations.

I was a customer service representative who handle both inbound and outbound calling. With inbound I was able to speak to customers who had issues with their devices or billings. With billing we would review the billing to make sure that the customer was on the correct plan. If not then we would work to find the best plan to save them money. If it was a device issue we would work together to try and resolve the issue by troubleshooting via phone. If nothing worked, I would advise the customer that I would have to get them over to technical support. I would warm transfer which is stay on the line with the customer until the technician answered and explain what was going on and then release the call.