Hi, I’m
Susan Towner
Financial Counselor
GRESHAM,OR
Summary
Skilled professional with hands-on experience performing accounting work that requires application of accounting theories, concepts, principles and standards to achieve task and assignment objectives within established deadlines. Applies effective verbal and written communication skills to expand exposure to working in professional team environment.
Overview
21
years of professional experience
Work History
LEGACY HEALTHCARE SERVICESPortland, Oregon
PATIENT FINANCIAL COUNSELOR
05.2016 - Current
Job overview
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures, medical insurance and billing and the availability of financial assistance during hardship.
- Upon receiving patient application for financial assistance: I analyze and maintain application data to determine eligibility for charity and adjust accordingly.
- Followed document protocols to safeguard confidentiality of patient records.
- Prepared variety of different written communications, reports and documents.
- Understand and abide by laws governing patient Bankruptcy filings. Also Legacy policy surrounding deceased patients, Crime Victims, COBRA, out-of-state Medicaid, Medicare, motor vehicle, workman's comp, commercial payor's etc.
- Understand and abide by Legacy policies surrounding household eligibility requirements and income verification.
EAST PORTLAND SURGERY CENTERPortland, Oregon
MEDICAL COLLECTIONS MANAGER
01.2014 - 04.2016
Job overview
- Reached out to approximately 50 account holders daily.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Identified and analyzed rejection patterns, partial denials and denials from third parties to improve existing processes.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Compiled and tracked outstanding balances owed to medical facilities.
- Used data entry skills to accurately document and input statements.
- Processed online and paper appeal submissions and refund requests.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Generated accounts payable reports for management review to aid in financial and business decision making.
KAISER PERMANENTE NWPortland, Oregon
MEMBERSHIP SERVICES REPRESENTATIVE
07.2012 - 12.2013
Job overview
- Supported new members by facilitating connections with established participants and smooth integration into activities.
- Helped members navigate systems, pay for services and resolve different concerns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Cross-trained and backed up other customer service managers.
- Effective liaison between customers and internal departments.
- Met customer call guidelines for service levels, handle time and productivity.
AT&T MobilityPortland, Oregon
RECEIVABLES MANAGEMENT SPECIALIST
10.2005 - 06.2012
Job overview
- Entered figures using 10-key calculator to compute data quickly.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Responded to telephone inquiries regarding cell phone operation, use, billing and repair.
- Documented support interactions for future reference.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Processed payments and applied to customer balances.
- Generated and distributed current statements to customers.
- Conducted investigations of customer accounts and payment histories.
- Posted receipts to appropriate general ledger accounts.
VICTORY BINGOPortland, Oregon
GAMING MANAGER
04.2001 - 09.2005
Job overview
- Department of Justice Licensed to manage non-profit game
- Hired, trained & scheduled staff of 10
- Focus on customer recognition and satisfaction
- Responsible for cash handling accuracy and sizeable deposits.
- Assigned training courses and oversaw performance monitoring to guide employees through career development.
- Watched for evidence of internal cooperation in fraudulent activities, inspecting gaming equipment and employee comportment for irregularities.
- Led orientation and training for new employees to prepare thoroughly for full spectrum of service duties.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Interviewed, hired and trained new gambling floor workers.
- Monitored tables first-hand by continuously circulating to check on operations and correct deficiencies.
- Oversaw money banks for tables and coordinated paperwork for transfers.
- Coordinated staff schedules, rotations and breaks.
- Monitored expenses, budgets and accounts to identify discrepancies.
Education
Private Industry CouncilPortland, OR
GED
09.1992 - 12.1992
Skills
Culturally sensitive
Document filing
Payment collection
Insurance verifying
Medical insurance
Analytical and Critical Thinking
Flexible and Adaptable
Teambuilding
Self-Motivated
MS Software Proficiency
Critical Thinking
Good Telephone Etiquette
Data Entry
Attention to Detail
Organization and Time Management
Timeline
PATIENT FINANCIAL COUNSELOR
LEGACY HEALTHCARE SERVICES
05.2016 - Current
MEDICAL COLLECTIONS MANAGER
EAST PORTLAND SURGERY CENTER
01.2014 - 04.2016
MEMBERSHIP SERVICES REPRESENTATIVE
KAISER PERMANENTE NW
07.2012 - 12.2013
RECEIVABLES MANAGEMENT SPECIALIST
AT&T Mobility
10.2005 - 06.2012
GAMING MANAGER
VICTORY BINGO
04.2001 - 09.2005
Private Industry Council
GED
09.1992 - 12.1992