Tamica Spivey-Washington

• Supervise daily operations, manage multiple SBO work queues, and ensure compliance with AB 1020 and the No Surprises Act.
• Lead, coach, and mentor a team of 18 to achieve performance targets.
• Partner with Patient Relations, Risk Management, and Compliance to resolve escalations.
• Approve AR adjustments, refunds, and monitor key call center metrics including abandonment rate, average speed of answer, and representative availability.
• Key Achievements: Reduced abandonment rate, increased patient satisfaction scores, and improved performance toward average speed of answer goals.

• Handled inbound calls from patients and clients regarding billing concerns, explaining medical benefits and how they applied to the services provided.
• Collected payments and assisted walk-in patients and clients with billing inquiries.
• Resolved billing issues by collaborating with practice managers, supervisors, and coders, serving as a liaison between patients, clients, and UC Davis Medical Center service areas.
• Managed escalated patient billing issues, performed AR reconciliation, and ensured compliance with federal and state billing regulations.
• Consistently delivered high-quality service that exceeded departmental performance standards.

Supervised 13 staff members who handled inbound calls and emails from clients regarding billing concerns, explaining contractual agreements and how claims were processed toward specific carve-outs based on revenue codes.

Oversaw claim inquiries from physician offices and hospitals, as well as escalations and quality reviews.

Improved quality review scores by 20% through targeted coaching and training, and developed training manuals and quick reference guides to equip staff with the resources needed for daily operations.

Resolved billing issues by collaborating with the claims department and other service areas to ensure client contracts were accurately loaded into the system, enabling automatic claim processing and reducing manual reprocessing delays.

Managed AR reconciliation and ensured compliance with federal and state billing regulations.

Consistently delivered high-quality service that exceeded departmental performance standards.

Scheduled surgeries and coordinated all pre- and post-operative services, including radiology, laboratory testing, physical evaluations, and follow-up care.

Obtained authorizations for all ancillary services and surgical procedures, ensuring timely approval and compliance with insurance requirements.

Scheduled patient appointments for the Neurosurgery and Neurology (formerly Neuroscience) departments, managing both inbound scheduling requests and clinic coordination.

Answered inbound calls, scheduled appointments, and supported clinic operations two to three days per week, depending on the surgeon’s schedule.

Prepared patient charts and files prior to clinic visits and managed the discharge station, ensuring all ancillary orders were authorized and scheduled for the patient’s next visit.

Managed billing and coding for procedures, ensuring accuracy and compliance with department protocols.