Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Nicole Chatman

Piscataway,New Jersey

Summary

To utilize my knowledge and skills in operations management to help increase efficiency and improve overall performance. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

23
23
years of professional experience

Work History

Client Services Operations Manager

Syneos Health
Somerset, New Jersey
02.2012 - Current
  • Work in conjunction with the business partner to develop and cultivate business and operational relationships with the client
  • Responsible for the coordination of internal services for delivery to the Client
  • The CSM is primarily responsible/accountable to manage/perform relevant operational activities necessary to meet the Client’s needs/expectations, business objectives, and contractual metrics for all assigned (projects)
  • Key activities include performance or oversight of the assigned project’s tasks, coordination and oversight of interdepartmental operational efforts to support the project, and coordination/communication of reports (regularly scheduled and ad hoc) and operational updates during the initial implementation of a project as well as post deployment (steady state)
  • Act as first point of contact as well as primary operational liaison to ensure contracted operations meet the needs of the business
  • During steady state alongside the NPD
  • Ongoing communication with key individuals about the status of issues/resolutions and deliverables
  • Review invoicing to ensure accuracy and identify non-trend activity and call out to the NPD
  • Participate in the compilation of business review materials and client review presentations with the business partner
  • Coordinate between appropriate internal service departments and applicable external vendors to accomplish project essential tasks and deliverables
  • Prioritize and set expectations on activities / responsibilities with client and internal project business lead
  • Training, managing, communicating with, and monitoring the quality of work of assigned administrative staff as applicable (working closely with my assigned CSS)
  • Plan and oversee field team meetings including site logistics and travel arrangement Facilitation of communications to field personnel per management direction
  • Working closely with our Vendor Cadent
  • Working closely with the IC team to establishing bonus eligibility, and facilitating payout of field employee bonus within project guidelines
  • Performance and coordination of activities to facilitate the onboarding and off-boarding of field personnel; Liaison with Human Resources for personnel actions, as needed
  • Familiarization of and adherence to all processes, tools, and technology for those departments that directly support my assigned project(s)
  • Coordinate with business lead (NPD) to help shepherd contracts and statements of work through pricing and approval process
  • This may involve assembling client support teams in collaboration with the service delivery organization.

Senior Account Receivable Representative

Mckesson Provider Technologies
Somerset, New Jersey
05.2009 - 02.2012
  • Handle incoming calls from patients / Insurance calls / Clients
  • Manage and monitor offshore vendor responsibilities
  • Problem solves all patient account inquiries
  • Follow up of outstanding A/R for all payers
  • Resolution of Denials
  • Identify issues, trends or changes to achieve client profitability
  • Responsible for working EDI transactions and ERA files
  • Customer service
  • Handle incoming correspondence
  • Assist with Contract negotiations help make changes to existing contracts
  • Make sure all contract SOPs are up to date
  • Answer all supervisor calls from patients
  • Team Lead for department
  • Contact Insurance companies for delinquent payments.

Senior Account Representative / Team Leader Collection Representative

MD-X Solutions Inc
Mahwah, New Jersey
04.2005 - 02.2007
  • Handle Incoming Calls from Patients
  • Problem Solve all patient account inquiries
  • Use analytical skills to help make payment arrangements
  • Handle delinquent accounts
  • Negotiate past due bills for payment
  • Customer Service
  • Submit accounts to collection agency over 180 days delinquent
  • Prepare reports for credit balances and negative accounts
  • Handle incoming correspondence.

Senior Collection Associate

CIT
Livingston, New Jersey
05.2003 - 09.2004
  • Handles 50 to 70 inbound calls per day
  • Make outbound calls to collect on delinquent accounts
  • Responsible for portfolio of over 1200 accounts
  • Manage delinquent accounts ranging from 30, 60, 90,120,150,180 days
  • Write off accounts
  • Handle bankruptcy writes off
  • Customer Service.

Senior Patient Accounts Collection Representative

ST. Peters University Hospital
New Brunswick, New Jersey
09.2001 - 04.2003
  • Handled 80 to 100 collection calls per day
  • Responsible for delinquent accounts for ranges between 30 to 120 days
  • Highly successful collecting overdue accounts for department
  • Responsible for handling all business-to-business collections for the department
  • Maintained credit balances on accounts
  • Assisted in training of new hires
  • Prepared reports containing open and closed accounts for collection
  • UB92 billing for all Ambulatory Surgery, Medicare and Medicaid according to state, federal and department of health rules and regulations in a timely manner to facilitate prompt collection of monies due hospital
  • Heavy phones
  • Contacted various collection agencies in reference to past due and delinquent accounts.

Education

Some College (No Degree) - Business Administration and Management

Southern New Hampshire University
Hooksett, NH

Skills

  • Business Development
  • Financial Management
  • Marketing
  • Performance reporting
  • Inventory Management
  • Customer Service
  • Contract Management
  • P&L Management
  • Workflow Optimization
  • Organizational Management
  • Process Improvement
  • Business and Operations Management
  • Planning and Implementation
  • Goal Setting
  • Strategic Planning
  • Problem-Solving
  • MS Office
  • Risk Management
  • Delegation

Accomplishments

  • Mckinsey Black Leadership Graduate 2023 - Leadership Essentials Program

Timeline

Client Services Operations Manager

Syneos Health
02.2012 - Current

Senior Account Receivable Representative

Mckesson Provider Technologies
05.2009 - 02.2012

Senior Account Representative / Team Leader Collection Representative

MD-X Solutions Inc
04.2005 - 02.2007

Senior Collection Associate

CIT
05.2003 - 09.2004

Senior Patient Accounts Collection Representative

ST. Peters University Hospital
09.2001 - 04.2003

Some College (No Degree) - Business Administration and Management

Southern New Hampshire University

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Nicole Chatman