PAULINE J. CALLOWAY
Garden City
Summary
Results-driven Billing Coordinator and Customer Experience Lead with a strong background in healthcare billing, collections, and account reconciliation. Adept at using Epic EMR and WayStar to manage patient accounts, process claims, and reduce billing errors. Recognized for improving operational efficiency, training new hires, and maintaining professionalism across high-volume environments. Seeking a remote opportunity to bring strong revenue cycle knowledge, communication, and workflow expertise to a growing team.
Overview
13
13
years of professional experience
Work History
Billing Coordinator
Veolia
Livonia
10.2024 - Current
- Process all billings to customers as efficiently as possible once all required documentation has been received.
- Maintain communication with Technical Customer Advisor regarding billing procedures that may require escalated attention.
- Create and issue invoices to clients.
- Respond to all billing queries in a timely manner once received from the Customer Technical Advisor.
- Applied billing adjustments to resolve discrepancies in account receivable journals.
- Followed all company procedures to keep data confidential.
- Communicated with credit, collections, customer service and operations department members to assist with and remedy billing issues.
- Greeted customers pleasantly and answered all account questions.
- Verified invoice procedures to validate customer contracts and maintain billing communication.
- Collaborated with billing functional area and business units to secure accurate customer invoicing within established deadlines.
- Administered queries, resolving reconciled items for unbilled accounts.
- Implemented process improvement solutions to increase department efficiency.
- Monitored contracts for customers outside of standard billing cycle.
- Executed solutions for internal process issues to streamline operations.
- Train new employees on the workflow process and mentor other employees that need goal assistance.
Pre-billing Analyst
Best Buy Health
Novi
02.2020 - Current
- Work Q-Billings and re-categorize or process as needed on payers that are assigned.
- Perform monthly audit functions (M1) to resolve account errors before daily billing cycles are run.
- Request authorizations for accounts prior to expiration, have expired, or are missing.
- Check WayStar ineligible members on specific portals to find potential third-party payers.
- Work the daily bandit report by loading recurring revenue on accounts that are missing this.
- Assist in allocating unapplied payments or entering cash batches as needed.
- Provide support on small billing projects as needed and other duties as assigned.
- Applied payments from customers to proper accounts, checking over all information to verify accuracy.
Customer Service
Beacon Health Management
Wixom
05.2019 - 11.2019
- Process authorizations for Mental Health and Substance Abuse services based on eligibility and benefit in Beacon's Service Connect system.
- Answer incoming calls from insurance holders and clinical providers explaining benefits and providing referrals within a call center.
- Process MHSA claims according to benefit and eligibility guidelines in Blue Zone Java system.
- Investigate and resolve claim and benefit discrepancies.
Legal Collector
Weber & Olcese Law Office
Troy
02.2019 - 04.2019
- Prepare accounts for wage garnishments, bank garnishments and property liens.
- Process of new business to post judgment files.
- De-escalating incoming and handling outgoing calls daily within a call center setting.
- Responding to summons and complaints of the defendants.
- Negotiating Payment arrangements and securing settlements to meet the client's request.
Customer Service
Sedgwick CMS Management Claims Services
Southfield
02.2014 - 03.2017
- Resolve customer inquiries related to Disability, Worker's Compensation, and FMLA cases via telephone.
- Provided intake interviews for new claims and assign to the appropriate team.
- Process C.N.P claims that comes from the medical department at the plant.
- Interact with General Motors Employees on the daily basis.
Legal Collector
Weber & Olcese Law Office
Troy
03.2012 - 01.2014
- Prepare accounts for wage garnishments, bank garnishments and property liens.
- Process of new business to post judgment files.
- De-escalating incoming and handling outgoing calls daily.
- Responding to summons and complaints of the defendants.
- Negotiating Payment arrangements and securing settlements to meet the client's request.
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ08.2022
Associates of Science - Psychology
University of Phoenix
06.2017
Skills
- Customer Contact
- Problem Sensitivity
- Adding, Calculating and Billing Machines
- Stop Payments
- Services Rendered Documentation
- Categorizing and Classification
- Error Revision
- Billing and Invoicing
- Check Inspection and Validation
- Billing Data Verification
- Workflow Analysis
- Collaborative Partnership
- Team Player
- Planning
- Call Center
- Financial Documentation
- Account Posting
- Signature Verification
- Relationship Building
- Value Estimation
- Decision Making
- Verbal and Written Communication
- Deadline Adherence
- 10-Key Data Entry
- Collections
- Interpersonal Skills
- Project Development
- Executing Strategies
- Mentorship
- Problem solving
- Billing procedures
- Invoice creation
- Data entry
- Payment processing
- Accounts receivable
- Customer communication
- Process improvement
- EMR
- Problem resolution
- Attention to detail
- Conflict resolution
- Employee training
- Customer service
- Accuracy and precision
- Audit support
- Dispute resolution
- Deadline oriented
Timeline
Billing Coordinator
Veolia
10.2024 - Current
Pre-billing Analyst
Best Buy Health
02.2020 - Current
Customer Service
Beacon Health Management
05.2019 - 11.2019
Legal Collector
Weber & Olcese Law Office
02.2019 - 04.2019
Customer Service
Sedgwick CMS Management Claims Services
02.2014 - 03.2017
Legal Collector
Weber & Olcese Law Office
03.2012 - 01.2014
Bachelor of Science - Business Management
University of Phoenix
Associates of Science - Psychology
University of Phoenix