Phalenny Boswell

• Process electronic, telephonic, mail-in, and other, customer inquiries.
• Drafted findings and recommendations into detailed reports.
• Communication requests processed timely, with all responses completed prior to becoming delinquent. Inquiries and activities must be annotated.
• Assisted in gathering of program data to compose thorough monthly reports.
• Provided general program information and assistance.
• Analyzed program information to present innovative solutions to program supervisors.
• Communicated clearly with program staff and participants through written and digital correspondence.
• Performed clerical organization, answered phones and filed documentation for program manager.
• Managed information flow on behalf of program supervisors using digital organizational systems.
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Followed detailed directions from management to complete daily paperwork and computer data entry.
• Increased customer service success rates by quickly resolving issues.
• Volunteered to help with special projects of varying degrees of complexity.
• Maintained clean reception area to promote positive, professional environment for clients.
• Opened and properly distributed incoming mail to promote quicker response to client inquiries.
• Performed wide-ranging administrative, financial and service-related functions.
• Remained solutions-oriented in face of complex problems to assist management and overall business direction.
• Oversaw automated tracking and documentation of data, client correspondence and office operations.
• Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
• Advised regarding delays and special circumstances.
• Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
• Audits accounts, prepared refund, repayment plans, and waiver request.
• Completed daily logs for management review.
• Increased profitability and productivity by minimizing downtime and streamlining quality control procedures.
• Complied with established internal procedures by examining reports, processes and documentation.

•Observing and participating in rotating bank games and verifying winning and losing bets.
•Oversee card games to ensure adherence to rules and regulations, which means watching intently for dealing and payout errors.
•Ensure that wagering is carried out properly, and bets/wagers are handled appropriately
•Oversee the handling of casino chips and pay outs to winning customers
•Verify that all losing bets/wagers are collected properly by the dealer
•Attention to detail and safeguarding high amount of money to be paid out or collected after each hand is played.
•Providing excellent customer service to all participants

• Claims Representatives conduct interviews to obtain, clarify, and verify information about initial and continuing eligibility for retirement, survivors, disability, and health insurance benefits, and eligibility for supplemental security income including State supplements.
• Examined reports, accounts and evidence to determine integrity and accuracy of information.
• Worked productively in fast-moving work environment to process large volumes of claims.
• Followed up with customers on unresolved issues.
• Modeled exceptional customer service skills and appropriate diagnostic sales techniques to team members.
• Checked documentation for accuracy and validity on updated systems.
• Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
• Verified client information by analyzing existing evidence on file.
• Generated, posted and attached information to claim files.
• Reviewed outstanding requests and redirected workloads to complete projects on time.
• Conducted comprehensive interviews of witnesses and claimants to gather facts and information.

• Receives and disburses cash ensuring the fulfillment of regulatory policy requirements associated with depository functions, laws, policies, regulations, and precedents associated to health care financial management, ie Health Insurance Portability and Accountability Act (HIPAA).
• Ensures conformance to regulatory procedures and policy contained in the Department of Treasury Manual of Procedures and Instructions for Agent Cashiers, responsible for any loss or shortage of funds.
• Examine eligibility of patients criteria and perform quality audits of deposits in order to ensure regulatory issues are met
• Reconcile cash accountability and review vouchers for completeness, accuracy and propriety before posting payments, referring questionable follow-up vouchers for audits prior to disbursement.
• Work closely with accounts management to verify, audit, review, follow-up and resolve issues with patient/customer payments by establishing an effective working relationship.
• Determine if payments can be deposited to accounts, or refunded to insurance companies by reviewing and analyzing all accounts to maximize third party revenue and account receivables.
• Recommended to specific site team members to place phone calls to companies to resolve and obtain Eligibility of Benefits issues so that payments can be applied properly. Perform verification analysis on third party payments for proper posting.
• Initiate and/or perform all follow-up action based on criteria (age of receivables, type of receivables, and amount of account receivables). Initiate, coordinate, and implement actions required to maximize collections/ deposits of receivables.
• Receive and respond to a variety of communication inquiry generated by third party payers and accounts management staff.
• Analyze payments to ensure expected payments are consistent and in accordance with the specific policy and or regulatory rules.
• Identify and follow-up on ways to expedite collections through contacts in the public and or private sector to maximize revenue for third party insurance reimbursement collections.
• Adhere to operating instructions for cash management department to insure continuity and standards for posting receivables for Treasury Offset Program and Debt management Center and electronic funds payments.
• Possess an understanding of the inter-relationship of healthcare functions and operations such as account receivable management, billing, health information management, insurance verification, and financial reporting.
• Maintains and updates computerized records of debts to document collection efforts by gathering and inputting to appropriate database. Compiles and organizes data for statistical and management reporting.
• Applies and interprets all laws, rules, regulations, and written guidelines in accordance with VA directives
• Performing administrative and clerical functions processes using a computer and other automated tools to discrepancies. Writes or replies to correspondence daily. Makes technical inquiries and drafts other written products as required.
• Allocate the payments received for healthcare services to the appropriate patient accounts. Payments are received as electronic funds transfers (EFTs) or paper checks.
• Research Unidentified Checks– Research and locate the source (EOBs, ERAs, and first party) for unidentified checks, so the check can be posted to the appropriate patient account.
  •Possess an understanding of the inter-relationship of healthcare functions and operations such as account receivable management, billing, health information management, insurance verification, and financial reporting.
• Picked by WCPAC to be a guest speaker for the Asian Pacific Month as an inspiration to all that came from Asian and Pacific Island and served in the arm forces.
• Boost the morale of Cashiers by being the Primary Party Planner (PPP) for Cash Management.
• Communicate with patients, representatives, visitors, and all staff in a courteous, tactful and respectful manner, as well as, provide consistent information according to the policies and procedures of the department and Federal Government.
• Customer Services Specialist, tackled complaints, correcting on the spot receiving 95% satisfaction rating.
• Going above and beyond the call of duty, making sure veterans personal checks are accurate and able to post when certain blocks were left blank.

• 1 of 600 selected to brief Wing Inspector General and coined by Wing Commander for outstanding performance deployment *Iraq* powerpoint.
• Taught and trained over 100 cadets in field training at Peterson AB Academy.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Set, enforced and optimized internal policies to maintain responsiveness to demands.
• Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
• Trained new employees on proper protocols and customer service standards.
• Trained and guided team members to maintain high productivity and performance metrics.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Promoted positive customer experience through day-to-day supervision and management of Shogun Inn facility.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
• Coordinated leadership workshops to educate team members on best practices to optimize productivity.
• Appraised inventory levels daily and ordered new merchandise to keep quantities well-stocked.
• Coordinated with civilian contractors and enforced rules and regulations on purchasing equipments and programs.
• Took inventory of supplies and maintained accurate stock records to minimize losses and support supply ordering.
• Culinary Art Specialist, established food preparation procedures and guidelines to promote meal consistency and quality.
• Conducted inspections of food preparation and dining facilities to verify compliance with health and safety regulations.
• Trained and managed kitchen personnel and supervised related culinary activity.
• Developed and remained accountable for safety, quality, consistency and adherence to standards.
• Inspected kitchens to observe food preparation quality and service, food appearance and cleanliness of production and service areas.
• Fitness Specialist, led team programs to encourage members to make physical fitness part of daily routines.
• Conducted inspections of equipment with safety protocol and equipment longevity in mind.
• Taught staff and participants proper methods for best use of equipment to meet individual fitness goals.
• Led and supported staff meetings according to team and organization needs.
• Motivated clients to achieve their personal fitness goals through developing and modifying routines.
• Supported program development by adding new and exciting classes to facility schedules.
• Established a strong rapport with the Valdosta community conducting the first annual MAFB decathlon; enormous event promoting health and fitness awareness for 200 military and civilian
• Lodging Specialist, provided exceptional service and assistance to guests upon check-in.
• Supervised team of 5 front desk agents and helped to resolve issues arising during shifts.
• Established internal databases and record management systems to enhance accuracy and integrity of documentation and data.
• Offered appropriate reservation options based on expected attendees when coordinating events.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-day-day duties accurately and efficiently.
• Recreation Specialist, planned and evaluated recreation and athletic programs with recreation director to support community.
• Scheduled events in recreation facilities and monitored facility conditions.
• Maintained inventory of supplies and equipment with established sign-out procedures.
• Managed timesheets for recreation attendants, instructors and coaches to provide prompt payment.
• Established team rosters, scheduled leagues and tournaments and enforced rules and regulations of recreation and athletic programs.
• Performed program financial administration, reporting and documentation functions.
• Trained staff members on conducting events and following safety procedures.
• Provided clear instruction to activity and program participants to deliver fun and safety.
• Mortuary Specialist, set-up and processed deceased in Iraq.
• Recognized as Sports and Fitness Center NCO of the Month, May 2002
• Hand pick by Services Commander to represent the squadron, appearing in the local news. Briefing the Panamanian community on the moral, welfare and the successful partnership between the locals and the Howard Air Base personnel.
• Outstanding customer service for Air Force personnel and their families, received numerous excellent customer comment cards.