Mary Albert

Experienced professional with over 20 years of experience in customer service and business to business development. Specializes in front facing customer service and relationship building. Exceptional communication skills and the ability to work with multicultural, multigenerational and multidisciplinary individuals and teams. Proven experience in billing and collections including medical, Medicare and Medicaid, auto loan, student loan management and credit card billing.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

• Called third party payers to detect problems such as claim denials and deferral e effecting payments; reviewed accounts in queue to obtain payments or set up repayment structures and as a result cleared 100% of account issues
• Maintained accurate records of client histories, progress and service delivery for continuity of customer service and patient billing management.
• Analyzed outstanding balances to identify reasons for non-payment and determined next steps for resolving delinquencies; routinely achieved 75% or better for clearance of billed amount

• Uses highly adaptable communication style and intuitive ability to guide conversations needing negotiation and conflict resolution.
• Mindful of HIPPA and privacy issues with medical customers; respectfully and carefully discussed sensitive issues and resolved outstanding balances by developing payment plans to best fit the client’s need as well as the beneficiary
• Comfortable with communicating in high volume and individual customer environments; works well in high volume call centers and with small or individual customer groups
• Puts active listening first and understands customer requests and meets those requests in a timely manner; proven performance by consistency receiving 5-Star rating by Lyft customers

• Called third party payers to detect problems such as claim denials and deferral e effecting payments; reviewed accounts in queue to obtain payments or set up repayment structures and as a result cleared 100% of account issues
• Maintained accurate records of client histories, progress and service delivery for continuity of customer service and patient billing management.
• Analyzed outstanding balances to identify reasons for non-payment and determined next steps for resolving delinquencies; routinely achieved 75% or better for clearance of billed amount