Patrice Goynes
Lancaster,Texas
Summary
I am seeking a competitive and challenging environment to serve the organization and establish a career for myself. Offering strong organizational skills and commitment to learning and development in dynamic business environment. Contributes understanding of customer needs and ability to adapt to various client demands. Ready to use and develop communication and project management skills in Account Manager role.
Overview
30
30
years of professional experience
Work History
Service Account Manager Senior
Optum
11.2012 - Current
- Manage Texas Health Physician Group, American Health Network and New West Physician Group Practice Management systems to provide daily cross functional support for each client
- Manage and Collaborate Practice Managers communications for clinic navigations via task queue, email, and phone call
- Analyze and Determine resolution for complex operational issues reported by clients in real time
- Manage reports of identified trends impacted providers revenue
- Review client performance data to identify trends and develop improvement practices
- Participate in special projects and performs other duties as assigned
- Conducted follow up on accounts research activity timely and accurately
- Completed daily and weekly reports, daily logs of accounts worked
- Collaborated with the Client Delivery Management Team
- Worked closely with Management and team and carrier on accuracy billing and maximum reimbursement
- Collaborated effectively with payers and patients to expedite processing of pending claims
- Responsible for collecting and resolving outstanding third-party receivables
- Maintained knowledge and understanding of third-party payers, managed care contracts, appeals process
- Onboarding new clients on process, procedures and best practices
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Streamlined internal processes for better efficiency in account management tasks.
- Improved overall team productivity by implementing best practices in organization and time management.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
Insurance Collector
Topcare Medical
03.2011 - 11.2012
- Collaborated effectively with payers and patients to expedite processing of pending claims
- Responsible for collecting and resolving outstanding third-party receivables
- Maintained knowledge and understanding of third-party payers, managed care contracts, appeals process
- Reduced delinquent accounts by consistently maintaining clear communication with clients regarding payment expectations.
- Enhanced client relationships by providing exceptional service throughout the collections process.
Insurance Collector
North TX. Infectious Disease
01.2010 - 03.2011
- Collaborated effectively with payers and patients to expedite processing of pending claims
- Responsible for collecting and resolving outstanding third-party receivables
- Regularly monitored outstanding accounts for changes in financial status or payment patterns, allowing for proactive response to potential issues.
- Implemented effective strategies to locate hard-to-reach clients, increasing overall recovery rates for delinquent accounts.
- Reduced delinquent accounts by consistently maintaining clear communication with clients regarding payment expectations.
- Applied critical thinking skills to identify potential issues and proactively implement effective solutions, minimizing disruptions to collections process.
- Maintained accurate records of all client interactions, ensuring timely follow-up on promises to pay and streamlining future collection efforts.
- Assisted in training new employees on best practices for insurance collections, contributing to overall team success.
Team Lead
Emergency Medicine Billing and Coding Company
06.2006 - 01.2010
- Assists upper management in the development of staff, plans, and goals
- Maintains a working knowledge of insurance carriers, payers and processes that are utilized with the revenue cycle
- Collaborated effectively with payers and patients to expedite processing of pending claims
- Responsible for collecting and resolving outstanding third-party receivables
- Maintained knowledge and understanding of third-party payers, managed care contracts, appeals
- Entered and distributed PBI report to staff for root cause analysis
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
Office Manager
Women Health Alliance
01.1995 - 06.2006
- Manages the front office Staff
- Managed the A/R Team
- Trained front office staff
- Entered and distributed PBI report to staff for root cause analysis
- Payroll
- HIPPA Compliance Regulation
- Medicare/ Medicaid Training
- CPT/ICD-9 coding
- Responsible for counseling patients regarding outstanding balances
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Resolved office disputes swiftly and equitably, maintaining harmonious workplace.
- Improved team morale and cohesion with regular team-building activities and open communication channels.
- Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
Education
High School Diploma -
Skyline High School
Dallas, TX06.1988
Skills
- Client Management
- Multitasker
- System Management
- Team Management
- Root Cause Analyst
- Critical thinker
- Onboarding New Clients
- Microsoft Excel & Word
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
- Client relationship building
References
Upon Request
Timeline
Service Account Manager Senior
Optum
11.2012 - Current
Insurance Collector
Topcare Medical
03.2011 - 11.2012
Insurance Collector
North TX. Infectious Disease
01.2010 - 03.2011
Team Lead
Emergency Medicine Billing and Coding Company
06.2006 - 01.2010
Office Manager
Women Health Alliance
01.1995 - 06.2006
High School Diploma -
Skyline High School
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