Rodney Vance
Peoria,AZ
Summary
Diligent Customer Service professional skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
19
19
years of professional experience
Work History
Customer Support Specialist
Caris Life Sciences
03.2022 - 04.2024
- Explained Caris testing to patients and its benefits in helping the ordering physicians in selecting the most successful treatment plans available
- Offered compassionate and attentive guidance to patients during moments of crisis and trauma
- Received inbound calls and provided excellent customer support to patients
- Communicated with patients via phone, fax, & email to obtain Release forms, insurance documentation and Financial assistance forms
- Collected, verified, recorded and processed client demographics, insurance cards, POA documents and financial assistance documents
- Interacted with accounts team and leadership to advance new cases to the lab for testing
- Processed payment for self-pay patients and insurance payments
- Touched and worked over 35-50 accounts daily for testing or follow ups after testing
- Processed patient report request after testing has been completed.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Intake Coordinator /Customer Support Specialist
Aleracare Medical Group
03.2021 - 03.2022
- Explained eligibility requirements, application details, payment methods and applicants' legal rights during intake assessment
- Offered compassionate and attentive guidance to patients during moments of crisis and trauma
- Answered phone calls and provided new clients with required paperwork to initiate service
- Communicated with referral sources, physicians and associated staff to check documentation for proper signatures
- Collected, verified, recorded and processed client demographics, insurance payments and referral information
- Interacted with insurance providers to obtain necessary documents to complete registration
- Worked with clinical and operations teams to facilitate client placement and obtain appropriate services for clients
- Determined eligibility for counseling and referral for over 15-20 clients daily.
Case Manager
RemX/Mckesson
08.2020 - 02.2021
- Brought in for annual blizzard (busy season), completed successfully
- Audit work of insurance specialist
- Build direct rapport with providers offices (doctor's offices)
- Ensure patients obtain financial assistance as needed
- Phone interactions with insurance companies as well to ensure coverage and authorization have been completed in order for provider to proceed with procedures or treatments
- Communicate by phone in professional and courteous manner especially with difficult calls from providers and patients
- Managed caseload of 50-100.
Medical Collector
Addison Group / USPI
07.2019 - 01.2020
- Performed targeted collections on past due accounts aged over 120+ days
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options
- Identified, researched and resolved billing variances to maintain system accuracy and currency
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Maintained excellent attendance record, consistently arriving to work on time.
AR Specialist
Nthrive
09.2018 - 05.2019
- Worked out of Epic work cue to resolve hospital claims under 5 thousand dollars
- Routed unresolved intake & coding claims to different departments for corrections to resubmit corrected claims
- Submit adjustment to management when needed to clear balances
- Contacted payers to inquire on denials received by payer and how to resolve them for resumptions
- Prepared and mailed invoices to customers, processed payments and documented account updates
- Performed targeted collections on past due accounts aged over 180+ days.
Medical Review Clerk
TriWest Healthcare Alliance
03.2015 - 09.2018
- Validated and reviewed 30-50 accounts per day for medical determination through research & resources including regulatory manuals, computer files, and documentation
- Assist in preparation of cases by program payment medical management director review as indicated
- Validates all appropriate data is supplied with program invoices
- Review authorizations data for claims process improvement
- Ensure contract compliance for timeline regarding resolution of medical documentation review and updates
- Make final correction on claims for accounts in Facets system for processing.
Dynamic Patient Account Rep
Calvary Addiction Recovery Center
10.2011 - 01.2015
- Experience with insurance billing, resubmitting and appeals process
- Resolve outstanding account balances
- Collected $1.1 Million in one single month of 120+ days past due accounts in revenue
- Computer and business software programs (Microsoft Office)
- Work closely with collection agencies to organize placement of bad debt accounts
- Review patient's financial folder to ensure that all outstanding balance is correct
- Demonstrate active listening skills for effective problem-solving techniques
- Change financial classes of accounts, particularly when there is multiple insurances to be billed, or if additional information indicates change is warranted
- Communicating account status to appropriate staff and other departments as it is available
- Information related to payment denials and other similar communication received from payer
- Listen and respond respectfully to all patient, guest and staff questions
- Respond quickly to patient and internal customer requests, validate information and follow-up
- Prepare account status reports, and other tools which can be used to improve productivity and performance, which may be defined or requested by management
- Demonstrate active listening skills and effective problem-solving techniques
- Change financial classes of accounts, particularly when there is secondary insurance to be billed, or if additional information indicates change is warranted
- Communicating account status to appropriate staff and other departments as it is available
- Information related to payment denials and other similar communication received from payer
- Listen and respond respectfully to all patient, guest and staff questions
- Respond quickly to patient and internal customer requests, validate information and follow-up.
Collections Representative
Apria Healthcare
10.2010 - 10.2011
- Researches any overdue account balances that is fully or partially unpaid and follows up by phone, fax, or mail to insurance carriers on delinquent payments
- Reviews 25-40 claims denied for payment and underpaid claims per day
- Verifies payment information adjustments to supervisor
- Responds to customer inquiries regarding account status
- Researches customer's accounts thoroughly and documents appropriately
- Resolves discrepancies and prepares adjustments and refunds as necessary
- Ensures that all information regarding collection activity of account is entered accurately into billing system
- Brings recurring issues to attention of department supervisor
- Initiates payments and resubmits bills as necessary.
Collection Specialist
University of Phoenix
03.2005 - 02.2010
- Monitor collection accounts for western region
- Average Monthly University of Phoenix So-Cal collection total $100,000 per month
- Monitor monthly collections spreadsheets
- Assure legal compliance on accounts
- Handle escalated calls of collection related issues and apply weekly
- Work closely with collection agencies to organize placement and recovery of bad debts
- Review patient's financial folder to ensure that outstanding balance is correct.
- Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
Education
High School Diploma -
Pacific Grove High School
Pacific Grove, CA05.1986
Skills
- EMR
- CBS Billing System
- Carismatic
- Medical Records Verification
- Data Entry
- Patient Database Maintenance
- Payment Scheduling and Collection
- Outpatient Procedures
- Collaboration and Teamwork
- Patient Billing
- Documentation Review
- Cash Handling
- Medical Coding
- Insurance Authorizations
- Adaptable and Flexible
- Insurance Forms
- CPT Coding
- HIPAA Compliance
- Computer Proficiency
- Flexible Schedule
- Call center experience
- Complaint Handling
- Appointment Scheduling
- Payment Processing
- Critical Thinking
- Administrative Support
- Account updating
- Medical terminology knowledge
- Problem Resolution
- Microsoft Office Suite
- Account Management
- Documentation
References
Upon Request
Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteImportant To Me
Work-life balanceCompany CultureCareer advancementPaid sick leaveHealthcare benefitsPaid time off4-day work weekTeam Building / Company RetreatsFlexible work hoursWork from home option401k matchWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Support Specialist
Caris Life Sciences
03.2022 - 04.2024
Intake Coordinator /Customer Support Specialist
Aleracare Medical Group
03.2021 - 03.2022
Case Manager
RemX/Mckesson
08.2020 - 02.2021
Medical Collector
Addison Group / USPI
07.2019 - 01.2020
AR Specialist
Nthrive
09.2018 - 05.2019
Medical Review Clerk
TriWest Healthcare Alliance
03.2015 - 09.2018
Dynamic Patient Account Rep
Calvary Addiction Recovery Center
10.2011 - 01.2015
Collections Representative
Apria Healthcare
10.2010 - 10.2011
Collection Specialist
University of Phoenix
03.2005 - 02.2010
High School Diploma -
Pacific Grove High School
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