Roberta Massuda
Williamstown,NJ
Summary
Customer-focused cash application professional with a background in payment reconciliation, customer support, and technical troubleshooting. Handles daily payment processing in PeopleSoft and ORMB, researches unapplied items, and manages lockbox, unpost/repost, and non-premium transactions with accuracy. Brings strong communication skills, steady performance, and support for teammate training.
Overview
21
21
years of professional experience
Work History
Contractor Supporting the Cash Application Team
Intepros Consulting
12.2024 - Current
- Resolved customer questions and issues through phone, email, and online support.
- Troubleshot technical and account-related problems using multiple software applications.
- Used CRM systems to document customer interactions and resolutions.
- Identified premium and non-premium payments accurately during processing.
- Researched and applied unapplied payments for non-customer IDs, pending posts, and credit cards in Peoplesoft and ORMB, ensuring accurate payment processing.
- Keys non premium checks in CMS (Highview) and SDS (CFMS) (avg 50 per day)
- Review and ties out non premium items batches
- Non Premium wires (including VA wires) - include pulling the wires from daily reports and applying wires to correct accounts
- Processed self-funded wires, identified, logged, and applied transactions in IBC PSAR (NextGen) and Peoplesoft (EnGen) to ensure timely account updates.
- Perform unpost re-post processing from the information provided on the logged unpost repost requests
- Daily reporting of all queues for non-premium checks, unpost repost requests every 2 hours
- Lockbox Decisioningbank items to be identified and allocated to correct accounts
- Trained team members on assigned tasks per monthly training schedule
- Maintained top performer on tasks that were production tracked.
Innova Solutions, Contractor Supporting the Cash Application Team
Independence Blue Cross Blue Shield
Philadelphia, PA
10.2023 - 11.2024
- Proposed practical ideas and solutions that enhanced team performance and outcomes.
- Collaborated with team members to achieve project objectives and meet deadlines, ensuring alignment and efficiency.
- Conducted research and data analysis that informed strategic planning and decision-making.
- Utilized various software and tools to streamline processes and optimize performance.
- Delivered friendly, knowledgeable support that increased customer satisfaction.
- Provided assistance to customers by addressing their requests in a timely manner. and answered questions to improve satisfaction.
- Collaborated with coworkers from varied backgrounds to meet goals and resolve product and service issues.
- Completed daily responsibilities accurately and efficiently.
Innova Contractor Supporting the Cash Application Team
Virtua Mt. Laurel Family Physicians
10.2023 - 11.2024
- Managed and posted patient payments in coordination with insurance companies
- Created claims daily, checking coding and submitting electronically
- Performed reconciliation and verification of insurance claims
- Resolved billing and insurance disputes
- Researched and resolved incorrect payments, EOB rejections and other account issues
- Handled high call volumes, ensuring timely resolution of customer inquiries and satisfaction.
- Resolved customer questions and issues through phone, email, and online support.
Billing/AR
The Gastroenterology Group
Medford, NJ
05.2021 - 10.2023
- Oversaw billing agency and worked with them on timely filing, AR follow up, coding
- Processed electronic funds transfers for accurate payment handling
- Executed collection efforts to recover outstanding patient balances, improving account turnover.
- Posted patient payments and insurance payments
- Ran weekly/monthly AR reports
- Handles aged items by researching the reason for the aging and resolving in a timely manner
- Worked with insurance companies and billing agency on denied claims resolution
- Monitored and recorded credit transactions for financial accuracy
- Set up and monitored patient payment arrangements
- Resolved customer questions and issues through phone, email, and online support.
- Managed high call volumes, and ensured high levels of customer satisfaction.
- Reconciled office day sheets
Office Manager
The Gastroenterology Group
Medford, NJ
09.2019 - 12.2020
- Managed and scheduled staff of up to 8 employees
- Interviewed and hired; prepared quarterly reviews
- Compiled and delivered quarterly performance reviews for staff.
- Trained and developed 7 new employees, enhancing team capabilities.
- Handled high call volumes, ensuring consistent customer satisfaction.
- Prepared daily charts for physicians
- Pre-authorized medications and radiology procedure
Medical Secretary
The Gastroenterology Group
Medford, NJ
04.2018 - 09.2019
- Handled high call volumes, ensuring timely responses and satisfaction.
- Verified and confirmed patient insurance coverage for accurate billing.
- Scheduled appointments and procedures
- Updated patient demographic information in the database.
- Patient check-in and check-out
- Trained and onboarded 4 new employees on front desk procedures.
Home Health Aide
Self Employed
Brookhaven, PA
06.2014 - 04.2018
- One on one, in-home daily care of elderly patients
- Provided in-home personal care for private clients as self-employed aide
- Assisted clients with bathing, dressing, grooming, and daily hygiene
- Monitored vital signs and reported health changes to families
- Administered medication reminders and tracked care schedules
- Prepared meals and supported safe feeding routines
- Supported mobility, transfers, and fall prevention during home visits
- Ensured clean living spaces and sanitized care equipment for client safety and comfort
- Documented care notes and relayed client needs to family members, enhancing communication and care continuity
- Recorded daily notes about client conditions, treatments provided and progress made.
- Compiled and submitted weekly updates to caregivers
- Self-employed
Medical Biller
Virtua Mt. Laurel Family Physicians
11.2005 - 06.2014
- Processed patient claims for primary care visits at Virtua Mt. Laurel Family Physicians.
- Posted insurance payments and patient payments in the billing system.
- Reviewed claim denials and corrected coding or demographic errors.
- Verified patient insurance eligibility and coverage before billing.
- Communicated with insurance carriers about claim status and payment issues.
- Prepared patient statements and resolved account balance questions.
- Entered charges from physician notes and encounter forms accurately.
- Submitted electronic claims to various insurance carriers.
- Verified medical codes for diagnosis, treatments, procedures and supplies using ICD-10 coding system.
- Researched discrepancies between billed charges and payments received from insurance companies or other third party payers.
- Applied HIPAA privacy and security regulations while handling patient information.
- Contacted insurance providers to verify insurance information and obtain billing authorization.
- Reviewed patient insurance information to confirm accuracy and completeness before claims submission.
- Reviewed account information to confirm patient and insurance information is accurate and complete.
- Followed up on unpaid claims with insurance companies or third party payers via phone or written correspondence to expedite resolution.
- Communicated with insurance representatives to complete claims processing or resolve problem claims.
- Performed daily reconciliation of accounts receivable with payment postings on the computer system.
- Assisted with collection efforts by contacting patients via phone, mail, or email for collection of past due balances due to insurance denials or patient responsibility amounts owed.
- Assisted in the auditing process by verifying accuracy of submitted claim forms against documentation provided by physicians' offices.
- Maintained accurate records of all billing activity in accordance with departmental standards.
- Maintained up-to-date knowledge of government regulations related to healthcare reimbursement policies and procedures.
- Created monthly aging reports to highlight delinquent accounts for management review and action.
- Provided training and support to new staff members regarding billing processes.
Education
Bachelors Degree - Liberal Arts
Thomas Edison State College
Trenton, NJ01-2012
Skills
- Cash processing
- Payment reconciliation
- PeopleSoft posting
- Lockbox processing
- Claims adjudication
- Accounts receivable
- Billing review
- Insurance verification
- Denial resolution
- Collections management
- Time management
- Task prioritization
- Cross-functional collaboration
- Software application knowledge
Timeline
Contractor Supporting the Cash Application Team
Intepros Consulting
12.2024 - Current
Innova Solutions, Contractor Supporting the Cash Application Team
Independence Blue Cross Blue Shield
10.2023 - 11.2024
Innova Contractor Supporting the Cash Application Team
Virtua Mt. Laurel Family Physicians
10.2023 - 11.2024
Billing/AR
The Gastroenterology Group
05.2021 - 10.2023
Office Manager
The Gastroenterology Group
09.2019 - 12.2020
Medical Secretary
The Gastroenterology Group
04.2018 - 09.2019
Home Health Aide
Self Employed
06.2014 - 04.2018
Medical Biller
Virtua Mt. Laurel Family Physicians
11.2005 - 06.2014
Bachelors Degree - Liberal Arts
Thomas Edison State College