Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Shawna M. Hessler

Farmington,USA

Summary

Dynamic leader with a proven track record at ImageTrend, Inc., excelling in customer relationship management and effective task management. Spearheaded billing process improvements, enhancing customer satisfaction and reducing account discrepancies. Skilled in training and coaching, adept at fostering cross-departmental collaborations for streamlined operations. Demonstrates exceptional engaged listening skills and a commitment to excellence.

Overview

22
22
years of professional experience

Work History

Billing Services Support Lead

ImageTrend, Inc./ EMS MC
Lakeville, MN
05.2022 - Current
  • Led a team of billing specialists, providing training and guidance to ensure accurate and timely processing of EMS claims
  • Developed and implemented processes to ensure customer satisfaction.
  • Conducted detailed account reviews to support collections, reducing outstanding balances and improving overall account resolution rates.
  • Created and maintained up-to-date documentation of support procedures.
  • Resolved claim rejections and denials related to registration discrepancies
  • Responded to customer inquiries via telephone, email, chat.
  • Assisted in the training of new staff members on customer service techniques.
  • Partnered with leadership teams across departments to streamline workflows and adapt processes for a successful transition, minimizing disruptions in billing and support services.
  • Maintained a high degree of confidentiality when dealing with sensitive information.
  • Collaborated with other departments to resolve cross-functional issues.
  • Ensured compliance with established policies and procedures related to customer service operations.
  • Developed strategies for improving customer service standards across all departments.

Bartender/Server

Celts Pub
Farmington, MN
05.2003 - Current
  • Ensure optimal guest experience by promptly seating guests, taking orders, and serving food & beverage
  • Maintain liquor inventory and order new supplies as needed
  • Pull Tab & MN Lottery sales
  • Dependable & Professional- on time for all shifts
  • Cater to groups of 10-75 guests in our banquet facility
  • Enter orders and check out guests using a touch screen POS system
  • Training of newly hired staff
  • Organize bar supplies and maintain a safe and sanitary workspace

Billing Specialist II

ImageTrend, Inc.
Lakeville, MN
05.2021 - 05.2022
  • Accurately completes data entry for new patient transports and updates patient accounts
  • Verifies insurance eligibility electronically, as well as over the phone as needed
  • Investigates payer databases, searches for additional contact information and resolves discrepancies through various means (i.e
  • Skip-tracing, phone contact, and internet search)
  • Follows-up and corrects insurance rejections
  • Negotiates payoff deadlines or payment plans
  • Handles incoming calls from patients, insurance, and provider offices
  • Additional duties as assigned

Billing Specialist I

ImageTrend, Inc.
Lakeville, MN
09.2020 - 05.2021
  • Requesting and receiving of facesheets
  • Tagging patient accounts with return mail and looking for new address
  • Printing and mailing of letters and statements
  • Phone calls to patients
  • Scanning any correspondence received from patients and attaching to their accounts
  • Additional duties as assigned

Front Desk Coordinator

ImageTrend, Inc.
Lakeville, MN
02.2020 - 09.2020
  • Welcome and provide hospitality to client, vendors and visitors at the front desk and throughout the facility
  • Answer and direct incoming phone calls
  • Coordinate all cooperate travel
  • Assist with all aspects of general office coordination and supply orders
  • Provide HR surge and recruiting support
  • Support staff in assigned project-based work and special events

Education

Psychology,Sociology

Inver Hills Community College
Inver Grove Hts, MN
01.1995

Eagan High School
Eagan, MN
01.1994

Skills

  • Customer Interaction Expertise
  • Engaged Listening Skills
  • Effective Time Management
  • Quick Learning Ability
  • Effective Task Management
  • Detailed
  • Customer Relationship Management
  • Training and coaching

References

References available upon request.

Timeline

Billing Services Support Lead

ImageTrend, Inc./ EMS MC
05.2022 - Current

Billing Specialist II

ImageTrend, Inc.
05.2021 - 05.2022

Billing Specialist I

ImageTrend, Inc.
09.2020 - 05.2021

Front Desk Coordinator

ImageTrend, Inc.
02.2020 - 09.2020

Bartender/Server

Celts Pub
05.2003 - Current

Psychology,Sociology

Inver Hills Community College

Eagan High School

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Shawna M. Hessler