Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Mandy Ladyman

Mt. Vernon,IL

Summary

Thorough Quality Assurance Specialist with 10+ years of background in the RCM industry. Excellent resource management and allocation skills. Outstanding communication, organizational and time management talents.

Overview

11
11
years of professional experience

Work History

RCM Training and Quality Assurance Specialist

Medline Industries
10.2019 - Current
  • Recorded findings of inspection process, collaborating with management staff to implement corrective actions by evaluating approximately 50 agents monthly.
  • Educated employees on specific QA standards and confirmed maintenance of standards.
  • Analyzed quality and performance data to support operational decision-making.
  • Monitored product standards and quality-control programs.
  • Trained and mentored countless new personnel hired to fulfill various roles.
  • Utilized cross-training techniques to boost productivity and develop each team member's individual skills set.
  • Designed and facilitated numerous training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
  • Assessed additional needs based on training progress and collaborated with management to meet requirements.
  • Developed training handbooks, computer tutorials and reference materials.
  • Worked with central management to identify, plan, align, and address training needs.
  • Developed lesson plans, instructional materials and written practice tests for various job descriptions, such as eligibility verification and obtaining required documentation for insurance billing.

RCM Documentation Specialist, Team Lead

Medline Industries
01.2017 - 10.2019
  • Maintained organized efficient document flows by using excellent planning and multitasking skills.
  • Reviewed document management protocols and user activities against internal records policies and document management standards.
  • Worked with internal team members to remedy issues with preemptive solutions.
  • Maintained daily productivity goals of processing 100+ documents daily, while providing leadership to staff members
  • Managed regulatory requirements and audit support needs by completing and submitting accurate paperwork.
  • Maintained professional relationships with Medical Offices as well as customers to obtain required documentation to bill insurance plans for rendered services.
  • Identified areas of weakness and recommended or implemented process improvements.
  • Complied with HIPAA guidelines and regulations for confidential patient data.
  • Provided staff training and mentorship to provide efficiency in daily tasks.
  • Provided open communication and availability to staff members requiring assistance

RCM Verification Specialist, Senior

Medline Industries
05.2014 - 01.2017
  • Managed high-volume insurance verifications by completing eligibility verification for over 150 orders daily within pressured timeframes for productive medical operations.
  • Complied with HIPAA guidelines and regulations for confidential patient data.
  • Assured timely verification of insurance benefits prior to patient procedures.
  • Made contact with numerous insurance carriers to discuss policies and individual patient benefits.
  • Trained new staff on current, correct insurance verification procedures.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Assisted patients with understanding personalized insurance coverage and benefits.
  • Provided open communication and availability to staff members requiring assistance

Call Center Representative

Medline Industries
02.2013 - 05.2014
  • Responded to countless customer calls to answer questions about products and services as primary call receiver.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Investigated and resolved customer inquiries and complaints quickly to maintain average call times of 5 minutes or less to provide assistance to numerous customers daily.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Education

Associate of Science -

Kaskaskia College
Centralia, IL
05.2012

High School Diploma -

Carlyle High School
Carlyle, IL
05.2009

Skills

  • Management Collaboration
  • Quality Assurance
  • Issue Resolution
  • Group and Individual Instruction
  • Course Development
  • Trend Monitoring
  • Training Material Updates
  • Planning and Coordination
  • New Hire Training
  • Project Delegation and Excellent Communication
  • Proficient in OnBase, Avaya Phone Software, Sharepoint, Microsoft Word, and Microsoft Excel

Accomplishments

  • Continued promotions within company because of demonstrated project leadership skills
  • Implemented successful training materials for use by fellow Training and Quality Assurance Specialists to provide an efficient flow of daily tasks
  • Collaborated with team members as well as management staff to introduce training materials for various roles within the RCM industry, such as eligibility verification and obtaining required documentation for insurance billing


Timeline

RCM Training and Quality Assurance Specialist

Medline Industries
10.2019 - Current

RCM Documentation Specialist, Team Lead

Medline Industries
01.2017 - 10.2019

RCM Verification Specialist, Senior

Medline Industries
05.2014 - 01.2017

Call Center Representative

Medline Industries
02.2013 - 05.2014

Associate of Science -

Kaskaskia College

High School Diploma -

Carlyle High School

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Mandy Ladyman