Orietta Moore
Springfield,IL
Summary
To secure a position utilizing experience, skills, and abilities to meet challenges on a daily basis. Knowledgeable Financial Counselor promoting a 30 year career handling pre-admission documentation, assisting patients and developing healthcare service payment plans. A highly analytical individual known for effectively working with all personalities. Ready for a new position that involves successfully handling various tasks in fast-paced settings.
Overview
32
32
years of professional experience
Work History
Store Assistant Manager
FedEx Office
Springfield, IL
08.2021 - Current
- Coached and developed store associates through formal and informal interactions.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Conducted analysis to address productivity and improve employee morale.
- Resolve customer disputes and complaints to ensure timely resolution and customer satisfaction.
- Create a customer focused environment in all areas of the store (production, retail, self service, and shipping) and monitors the store ensuring a clean and professional environment.
- Establishes and manages a process for customer flow in the store to improve service experience ensuring customers needs are met quickly and quality products are delivered.
- Coaches, counsels and provide feedback to team members on their performance and to ensure adherence to company policies and standards.
- Maintains communication with store Lead Consultant and/or production team to ensure deadlines are met and quality checks are performed.
- Oversees shipping related services and activities.
- Responsible for communicating with Store Manager and team members on daily/weekly/monthly goals, performance to plan, key performance metrics, customer issues and company initiatives.
- Complies with and enforces FedEx Office established policies and procedures and maintains an environment of controls
- Assists Store Manager in review and transmission of payroll and daily close out of POS.
- Performs all other administrative duties as needed or requested including without limitation scheduling, payroll management, training compliance, daily close-out of POS, ordering and receiving supplies and inventory controls.
- Interview job applicants, complies with all company hiring policies and assists Store Manager with hiring of team members.
- All other duties as needed or required.
Financial Counselor
St John’s Hospital
Springfield, IL
02.2019 - 04.2020
- Ensures daily accomplishments work towards company goals for cash collections and A/R over 90 days, Ready to Bill under 14 days, weekly and month-end close processes, and other departmental goals as outlined.
- Manages the Ready to Bill queue daily; performs QA to insure accurate and timely creation of new claims and generic invoices; insures submitted claims meet payer guidelines.
- Processes confirmed tickets in “unworked” status with 48 hours of confirmation date; assigns appropriate status to ensure proper handling by branch and billing personnel; makes necessary demographic changes to reduce rejections of submitted electronic and paper claims.
- Works “resolved” unbilled tickets with 24 hours to “ready” or next status for resolution.
- Conducts billing utilizing most efficient resources to secure timely payment of open claims or invoices; electronic solutions should be given priority.
- Identifies patterns of non-compliance by branch staff in completing patient registration, supporting billing documentation and delivery tickets.
- Reviews delivery tickets for accuracy and completes claims per payer specific guidelines.
- If applicable, submits secondary billing in a timely manner with appropriate supporting documentation per payer specific guidelines to ensure expected revenue is allowed.
- Research websites of assigned payers to bill for payer updates and shares updates accordingly.
- Works within specified deadlines and stressful situations.
- Performs other tasks or special projects as assigned.
Team Lead
Macy’s
Springfield, IL
11.2014 - 05.2019
- Comprehensive understanding of the Macy’s point of sale system.
- Dedicated sales associate.
- Strong customer service skills.
- Proficient at upselling.
- Management team during holiday season.
- Assist customers in making selections and finalizing sales.
- Greet customers.
- Ring up purchases, and answer questions about products, merchandise.
- Delegated daily tasks to team members to optimize group productivity.
- Trained new employees on sales floor and Registers/sales positions to support team efficiency.
- Directed and led employees, supervising activities to drive productivity and efficiency.
Patient Financial Services Representative call center
Memorial Medical Center
Springfield, IL
08.2013 - 02.2019
- Assists patients and guarantors with billing and reimbursement issues.
- Helped patients understand their insurance and co-pay's.
- Take credit card payments and set up payment plans.
- Verify insurance coverage and add insurance into billing system.
- Review insurance explanation of benefits (EOB) for denials or corrections that are needed.
- Resolved customer complaints or answered customer’s questions regarding policies and procedures.
- Knowledgeable in timely filing restrictions.
- Verified patient demographics and Insurances.
- Always remain HIPAA compliant.
Claims Processor III
CQuest
Springfield, IL
04.2010 - 06.2012
- Process claims with insurance Explanation of Benefit (EOB).
- Review pending claims from other processors.
- Enter insurance information into HP system.
- Communicate with multiple insurance companies to obtain patient eligibility, claim/appeal status and retraction/refund information.
- Assist the Demographic Team with inputting patient demographic information into the billing system.
- Send correspondence to patients when they need to update Coordination of Benefits information or contact their insurance to provide Third Party Liability information.
- Enter waivers and authorization into system.
- Call insurance to verify benefit information for Early Intervention Central Billing Office adjudication.
- Archiving documents in appropriate Child and Family Connection (CFC) folders.
- Receive benefit verification request from Service Coordinators.
- Complete benefit verification request and move them to correct CFC folders.
- Assist Service Coordinators in understanding insurance and benefit coverages.
- Always remain HIPAA compliant.
Help Desk Specialist II
CQuest
Springfield, IL
10.2002 - 04.2010
- Answer support calls from clinics, providers, and parents.
- Conduct a brief assessment to determine the category/nature of the problem and resolve or assign the problem to appropriate support units.
- Assist callers from Women Infant & Children (WIC) clinics in their use of Cornerstone Program Software, which includes beginning and end of day procedures, voiding and reissuing food coupons, duplicate resolution, hardware, and network support.
- Accurately document calls in the designated call tracking system, acknowledging, and resolve assignments appropriately in a timely manner.
- Assist Department of Human Services with call center ticket request procedures using Heat software program.
Help Desk Specialist I
CQuest
Springfield, IL
05.2000 - 10.2002
- Assisted callers from WIC clinics in their use of Cornerstone, which included beginning and end of day procedures, duplicate resolution, voiding and reissuing food coupons.
- Accurately documented calls in the designated call tracking system and provided the information to various parties for follow-up and resolution.
- Assisted Early Intervention provider and parents with billing questions and claim status.
- Assisted with calls from Spanish speaking callers from WIC clinics, EI providers, and parents.
Government Processing Representative
St. John’s Hospital
Springfield, IL
10.1999 - 04.2000
- Processed Medicare claims for service provided to patients.
- Verified Medicare codes on claim to ensure they meet Medicare requirements.
- Used HealthQuest, SSI Billing and Florida Share Software.
- Gather appropriate documentation for claims submission.
- Ensure all bills are submitted in a time efficient and accurate manner.
Customer Service Representative
Springfield Service Corp
Springfield, IL
12.1998 - 10.1999
- Answered calls from patients and insurance companies regarding claims.
- Posted insurance and personal payments.
- Verified demographics in system for new and existing patients.
- Prepared claims for billing to patient or insurance carriers.
- Help patients understand and resolve questions regarding insurance companies and their billing statements.
- Resolved confusions between patients and insurance companies.
- Called insurance companies to check on status of claims, verify eligibility.
- Assisted with calls from Spanish speaking callers.
- Research unpaid/denied claims.
- Payment recovery.
- Corrected claim submissions.
- Run weekly reports on unpaid claims.
Customer Service Representative Property–Casualty
Horace Mann Insurance Company
Springfield, IL
08.1993 - 12.1998
- Answered incoming calls from policy holders and agents concerning billing issues, account information on auto and property policies.
- Helped agent’s rate property and auto policies.
- Researched closed files.
- Investigated problems and rectified errors.
- Assisted Spanish speaking customers.
- Entered accurate and completed loss reports.
- Provided accurate claims processing information to policyholders.
Education
Bachelor of Arts - Human Resource Management
Southern New Hampshire University
08.2021
Associate - Applied Science
Robert Morris College
2003
Diploma - Legal Secretarial
Robert Morris College
1993
Southeast High School
1989
Skills
- Bilingual-Spanish
- Microsoft Word
- Time Management
- Benefits
- Billing
- Call center
- Hardware
- Customer Satisfaction
- Customer service skills
- Data Entry
- Filing
- Insurance
- Leadership
- Excel
- Works
- Network support
- Research
- Sales
- Time Management
- Payment processing
Languages
Bilingual-Spanish
Achivements
Director of Angel Food Ministries for SouthTower Community Church 2007-2010
Timeline
Store Assistant Manager
FedEx Office
08.2021 - Current
Financial Counselor
St John’s Hospital
02.2019 - 04.2020
Team Lead
Macy’s
11.2014 - 05.2019
Patient Financial Services Representative call center
Memorial Medical Center
08.2013 - 02.2019
Claims Processor III
CQuest
04.2010 - 06.2012
Help Desk Specialist II
CQuest
10.2002 - 04.2010
Help Desk Specialist I
CQuest
05.2000 - 10.2002
Government Processing Representative
St. John’s Hospital
10.1999 - 04.2000
Customer Service Representative
Springfield Service Corp
12.1998 - 10.1999
Customer Service Representative Property–Casualty
Horace Mann Insurance Company
08.1993 - 12.1998
Bachelor of Arts - Human Resource Management
Southern New Hampshire University
Associate - Applied Science
Robert Morris College
Diploma - Legal Secretarial
Robert Morris College
Southeast High School