Michelle Spence
Winder,GA
Summary
Experienced with managing diverse teams and optimizing departmental operations. Utilizes leadership and strategic planning skills to improve efficiency and team performance. Track record of fostering collaboration and achieving organizational objectives.
Overview
14
14
years of professional experience
Work History
Department Manager
Agility Billing Solutions Inc.
Braselton, GA
12.2020 - 01.2025
- Data Entry & Eligibility,Genetics, Rejections (Dec 2022- Oct 2023)
- Document Processing and Medical Records, (Oct 2023-April 2024)
- Document Processing and Invalids (April 2024-Jan 2025)
- Monthly reporting formatted in Google sheets- number of claims received, eligible, billed, and paid; report monthly rejections and communicate trends to other departments/teams; report number of documents/mail received, number of patient statements mailed; report number of accounts on billing hold due to invalid information, report high volume clinics and/or sales reps and trends they have.
- Educate team on new processes and changing procedures
- Complete bi-annual performance reviews on team members.
- Hold monthly one on ones via Google meets or Zoom meetings with each team member to review/discuss concerns or difficulties they are experiencing and take any feedback or suggestions they presented.
- Performance management of teams- following company handbook guidelines on correct form of discipline for each violation.
- Build department SOP’s formatted on Google docs and keep them up to date.
- Collaborate with other departments on projects or daily tasks.
- Outbound calls via Zoom phone, to communicate common issues we are seeing on claims and how they can correct accounts in the claim portal.
- Inbound calls via Zoom phone from clinics and patients providing information for pending claims.
- Team Lead- Specialized team (June 2022- Oct 2022)
- Build projects for daily work for the team i.e pull report of claims set to billing status pending without a last bill date to review or report of claims missing insurance information to do a thorough search and review.
- Report team productivity numbers daily
- Audit each team member monthly to verify they are meeting accuracy standards.
- Assist manager with monthly reporting or other projects
- Collaborate with other teams to meet goals
- Complete 40 Data Entry/Eligibility accounts daily
- Senior Team Member (Jan 2022- Jun 2022)
- Mentor new hires- meet with them daily to review any issues they are having or questions they have
- Audit new hires weekly, to make sure there are no recurring errors and they are meeting accuracy standards
- Report new hire productivity daily
- Meet with team leads and manager weekly to report on audits and productivity so any concerns could be addressed
- Complete 60 Data Entry/Eligibility accounts
- Data Entry Team Member (Dec 2020- Jan 2022)
- Complete 100 Data Entry/Eligibility accounts daily
- Research insurance payers to locate trends and/or portals
- Run coverage detection on accounts to locate active insurance for claims.
- Outbound calls to payers/insurance companies to verify benefits
- Maintain a minimum accuracy audit score of 88%, personal average 98%
- Work any projects assigned by leadership
- Maintaining HIPAA guidelines and reviewing information and documents on accounts to prevent a breach of information.
Corporate office Physician Offices Release of Information Specialist
HIM Quality Solutions, INC.
Buford, GA
09.2015 - 12.2020
- Responsibilities included routing calls to onsite teams receiving status calls on record requests, responding to emails and voicemails, reviewing requests and sending records to HIPAA guidelines/rules and releasing records for 80+ physician offices. Communicating with physician offices about requests and education on our portal system Sharefile.
- Atlanta Lead Physician Offices Release of Information Specialist
- Train new team members on HIMQS data entry system, Sharefile, and processing incoming calls.
- Assist team members with insurance audits.
- Create point of contact with underwriter companies and attorneys’ offices for ease of communication.
Starbucks & Target Café Team Leader
Target Corporation
Winder, GA
01.2011 - 01.2014
Education
Business Management and Supervisory Development Degree - Management Development
Lanier Technical College
Gainesville, GA01-2009
Skills
- Customer service
- Staff management
- Team leadership
- Team supervision
- Coaching and mentoring
- Employee scheduling
- Strategies and goals
- 45 words per minute
- Proficient in Microsoft Office Suite and Google Workspace, including document creation, data analysis, and collaboration tools
Interests
History, Traveling, Theatre, Performance Music, Cooking, Camping
Timeline
Department Manager
Agility Billing Solutions Inc.
12.2020 - 01.2025
Corporate office Physician Offices Release of Information Specialist
HIM Quality Solutions, INC.
09.2015 - 12.2020
Starbucks & Target Café Team Leader
Target Corporation
01.2011 - 01.2014
Business Management and Supervisory Development Degree - Management Development
Lanier Technical College