Rhonda Davis

• Lead and supported 17 to 25 people including two team leaders
• Provide team direction and motivation for delegated daily tasks
• Created a positive work environment, fostering strong teamwork and agent engagement.
• Facilitated weekly team meetings, and lead group discussions, provide effective feedback, and provide well-thought-out solutions to arising concerns.
• Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
• Set goals, monitored metrics and productivity for each agent closely homing in upon areas of opportunities as well as recognizing excellence
• Supervised and tracked phone and email activity using various contact center applications and software tools.
• Daily monitoring of attendance and ensured time was entered correctly to prepare for manager approval.
• Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
• Issued disciplinary actions as necessary to those who were not meeting company standards and policies.
• Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
• Inbound and outbound call assignments to include but not limited to servicing 30 different mass tort litigations.
• Developed strong relationships with other department leaders to promote collaboration towards shared company goals.
• While maintaining consistent excellent QA scores would perform outbound outreach campaigns by speaking with listening attentively to affected Claims and Personal Representatives showing sensitivity, excellent customer service skills by applying client appreciation with professional and courteous service, factual driven call resolution with call ownership, and genuine compassion or empathy as necessary
• Supported new technology implementations, leading change management efforts within the team for seamless adoption of new systems or processes.
• Select Agent entrusted to handle escalated concerns resulting in resolved claimant issues.
• Facilitated regular team meetings to discuss challenges, successes and strategies.
• Also, understanding when to further escalate when necessary
• Establish scheduled call backs by Outlook calendar with punctual follow through.
• Consistently admonished for knowledge and professionalism and ability to handle complex inquiries by clients while in-call.
• Approval from Leadership to manage and maintain accurate reference tools in Microsoft Teams files for fellow Agents and Leadership utilization.
• Regularly provides Agent immediate assist while in-call within Microsoft Teams platform.

• Daily collection practices for outpatient surgery and anesthesia claims for ASC facilities in the New York City, NY region
• Executed A/R follow up process standards for open, underpaid, or denied claims to move towards resolution
• Reached out to all payer types by phone and internet resources to determine claim status and resolution, patient cost share, eligibility, provider reimbursement and billing trends, performed claims accounting practices for refunds and adjustments
• Received kudos from Management for: consistent and valuable practices, reporting trends and conducting Associate training for office staff
• Specializing in Medicare Advantage, Blue Cross Blue Shield, Medicaid, UnitedHealth Care, and other federal and commercial payers
• Daily completion of Waystar Intermediary exchange rejections and denials
• Upper management recommended to handle escalated issues and attend weekly A/R Meetings for ASC reporting and trends
• Escalated payer issues successfully resulting in large reimbursements by quickly determining cause, effect and trends
• Reduced A/R by 85% within 30 days
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values always.
• Spear headed compilation of “Library of Appeals” to help the Team resolve similar claim denials and payer Issues
• Partnered in updating department training curriculum, enabling upwards of 75% revenue increase from a marginal 20% in prior years
• Trained new team members by relaying information on company procedures and safety requirements.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.

• Daily collection practices for outpatient surgery and anesthesia claims for ASC facilities in the New York City, NY region.

* Executed A/R follow up process standards for open, underpaid, or denied claims to move towards resolution
• Reached out to all payer types by phone and internet resources to determine claim status and resolution, patient cost share, eligibility, provider reimbursement and billing trends, performed claims accounting practices for refunds and adjustments
• Received kudos from Management for: consistent and valuable practices, reporting trends and conducting Associate training for office staff
• Specializing in Medicare Advantage, Blue Cross Blue Shield, Medicaid, UnitedHealth Care, and other federal and commercial payers
• Daily completion of Waystar Intermediary exchange rejections and denials
• Upper management recommended to handle escalated issues and attend weekly A/R Meetings for ASC reporting and trends
• Escalated payer issues successfully resulting in large reimbursements by quickly determining cause, effect and trends
• Reduced A/R by 85% within 30 days
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values always.
• Spear headed compilation of “Library of Appeals” to help the Team resolve similar claim denials and payer Issues
• Partnered in updating department training curriculum, enabling upwards of75% revenue increase from a marginal 20% in prior years
• Trained new team members by relaying information on company procedures and safety requirements.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.