Roberta Pothoff
Muskegon,MI
Summary
Dedicated professional with proven performance in management, leadership and communication, Detail-oriented in problem-solving and planning. Proven time management techniques. Adaptable professional with 25+ years of work experience and proven knowledge of leadership, problem-solving, and workflow prioritization. With many years of working various positions, I feel I can successfully fill the role at your company and to make an immediate contribution to your organization.
Healthcare professional with extensive experience in managing reimbursement tasks and resolving billing discrepancies. Proven ability to streamline processes and improve efficiency while maintaining compliance with industry standards. Valued team player who consistently achieves results through effective collaboration and adaptability.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Reimbursement Specialist
Bronson Healthcare
01.2024 - Current
- Responsible for processing medical reimbursements for patients
- Work with insurance and billing companies
- Ensure healthcare providers and organizations are reimbursed for services
- Verify insurance coverage
- Submit reimbursement claims
- Communicate with insurance companies, patients, and healthcare providers
- Analyze insurance documents
- Process reimbursement claims
- Release accurate billing statements for insurance claims
Practice Support Assistant
Bronson Healthcare
07.2023 - Current
Memory Care Coordinator
White Oaks
03.2022 - Current
- Coordinating all aspects of care
- Medication charting in EMAR system
- Care charting in EMAR systems
- Take vital and evaluate patients
- Evaluate care needs
- Manage 6-12 employees
- Yearly resident evaluations
- Employee evaluations
Private Caregiver
Joyce Petter
06.2021 - 05.2022
- All aspects of personal care
Private Caregiver
Anne Hackett
03.2020 - 07.2021
- All aspects of private care up to her death
Customer Service Specialist
Pro phone/Renaissance Recovery
01.2009 - 12.2010
- Addressed customers courteously using suitable methods and problem-solving skills
- Provided account information to customers and explained bill service policies and customer rights
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Followed up with customers regarding product functionality and overall satisfaction
- Updated and maintained database with accurate customer information and timely data entry
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- Responded to telephone inquiries and complaints following standard operating procedures
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Remained open to feedback from supervisor and peers to build and improve skills set
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Determined charges for services requested and arranged for billing
- Referred unresolved customer grievances to designated departments for further investigation
- Built sustainable relationships and trust with customer accounts using open and interactive communication
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
Medications Technician
DaySpring Assisted Living Home Care
02.2005 - 04.2007
- Caregiving
- Patient Care
- Delivery Driver Experience
- Commercial Driving
- Food Preparation
- Vital Signs
- Cleaning
- Alzheimer's Care
- Medication Administration
- Customer Service
- Laundry
- PSP Knowledge
- Senior Care
- Dementia Care
- Hospice Care
Office Manager
Nuvision Optical
02.1994 - 08.1999
- Built sustainable relationships and trust with customer accounts using open and interactive communication
- Analyzed and collected customer information to prepare product or service reports
- Determined charges for services requested and arranged for billing
- Referred unresolved customer grievances to designated departments for further investigation
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Conferred with customers by telephone or in-person to provide product or service information
- Recommended improvements in products, services or billing methods to prevent future problems
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders
- Obtained and examined relevant information to assess validity of complaints and determine possible causes
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives
- Responded quickly to meet customer needs and resolve problems
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Provided efficient and courteous service to customers at all times
- Sales and service of eyewear and contact lenses
- Managed an average 8 employees
Education
High school diploma or GED -
Muskegon Community College
Muskegon, MI04.2016
Skills
- Hospice Care
- Time Management
- Financial Transactions
- Conflict Management
- EMR Systems
- Performance Tracking and Evaluations
- Issue Resolution
- Caregiving
- Scheduling and Coordinating
- Call Center Operations
- Verbal and Written Communication
- Handling Escalations
- Home Care
- Dementia Care
- Client Relations and Retention
- Collection Calls
- Continuous Improvements
- Employee Coaching and Motivation
- Order Entry
- Patient Care
- Medication Administration
- Positive and Constructive Feedback
- One Call Resolution
- Customer Service Driven
- Work Prioritization
- Personnel Training and Development
- Creative Solutions
- Microsoft Windows
- Completing Research
- Upselling Techniques
- Alzheimer's Care
- Employee Scheduling
- Special Assignments
- Senior Care
- Medical Records
- Communication Skills
- Negotiation and Conflict Resolution
- Leadership
Certification
- CDL
- Child and adult and infant CPR and first aid
Timeline
Reimbursement Specialist
Bronson Healthcare
01.2024 - Current
Practice Support Assistant
Bronson Healthcare
07.2023 - Current
Memory Care Coordinator
White Oaks
03.2022 - Current
Private Caregiver
Joyce Petter
06.2021 - 05.2022
Private Caregiver
Anne Hackett
03.2020 - 07.2021
Customer Service Specialist
Pro phone/Renaissance Recovery
01.2009 - 12.2010
Medications Technician
DaySpring Assisted Living Home Care
02.2005 - 04.2007
Office Manager
Nuvision Optical
02.1994 - 08.1999
High school diploma or GED -
Muskegon Community College
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