Tamika Reed
Orlando,FL
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Seasoned Accounting Support professional with proven skills in managing routine and complex business accounting needs. Familiar with Health standards, state requirements and federal regulations. Expert in GAAP with general ledger experience. Organized Patient Service Representative with 4 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
9
9
years of professional experience
Work History
Call Center Operations Manager
Pearl Interactive Network
Orlando, FL
06.2020 - 08.2020
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Developed quality employees within call center to take over leadership positions.
- Established and oversaw performance targets for call center associates.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Collaborated with training team to boost product support and certification training initiatives.
Call Center Operations Manager
Alight Solutions
Orlando, FL
01.2018 - 03.2020
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Developed quality employees within call center to take over leadership positions.
- Established and oversaw performance targets for call center associates.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Oversaw employee performance to foster accurate prioritization and achievement of productivity goals
- Managed scheduling for agents and product specialists to foster increased productivity
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions
Account Receivables Lead
Orlando Health
Orlando, FL
07.2016 - 11.2017
- Set objectives for accounts receivable team that align with accounting department’s goals.
- Appropriately document and report payment information.
- Educate patients about payment options and financial assistance.
- Negotiate and strategize patient payment arrangements Analyze, work, and appeal denials from EOB's and correspondence daily.
- Flag accounts appropriately.
- Review and validate accuracy of daily adjustment report for assigned plans.
- Meet with plan representatives on regular basis, communicating payment problems and pursuing resolution with t various carriers.
- Organize records of invoices, bills and deposits.
- Responsible for knowing and following assigned plans' guidelines, requirements, and procedures for filing and appealing claims.
- Monitor and report immediately to management on any claim submission problems.
- Process refunds from department, get approval, enter into system, print and mail checks.
- Support Accounts Receivable Clerks on daily basis and train new team members.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Trained team members on performance metrics and consumer behavior identification.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Patient Services Specialist Lead
Florida Cancer Specialist Institute
Orlando, FL
08.2015 - 04.2016
- Assist in training of new team members and may provide input to employees’ performance evaluation Verify patient check in and ensure form completion, billing information and demographic data is entered.
- Schedule and maintain updated bed ability and facility services information based on priority, timeline and facility resources.
- Record payments, answer phones, and scan documents to correct medical records and prep charts for appointments.
- Process online claim submission and ERA including claim entry, payment posting, and insurance data Maintain statements and inform patients of co-pays and past due amounts.
- Arranged corporate and office conferences for company employees and guests.
- Restructured installation processes and staff teams, boosting productivity by 80%.
- Developed internal requirements which complied with standards to minimize regulatory risks and liability across program.
Medical Receptionist
Florida Hospital
Orlando, FL
06.2012 - 01.2015
- Provide customer service to patients and follow up.
- Daily tasks include answering phones, call transfers.
- Responsible for sorting and allocating paperwork mail delivery for intended recipients.
- Communicate with internal staff to best support their time management and office work flow.
- Schedule appointments, complete faxes, checking messages and email correspondence.
- Maintained current and accurate medical records for over 50 patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
Customer Service Associate
Lockett Inc
Orlando, FL
02.2010 - 05.2012
- Provide customer service, sales and product stocking for local hardware provider of home repair supplies.
- Complete weekly inventory of needed supplies and materials and assist with store stocking of merchandise.
- Advise customers on product instructions, benefits and recommendations.
- Assist with market outreach via flyers and fax campaigns.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Exceeded service objectives by applying proven customer service and sales best practices.
- Developed and actualized customer service initiatives to decrease wait times
- Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans
Education
Bachelor of Science - Health Management
Ashworth College
Norcross, GA06.2017
High School Diploma -
Colonial High School
Orlando, FL2010
Skills
- Accounting
- Accounts Receivable
- Benefits
- Billing
- Coaching
- Customer satisfaction
- Filing
- Financial
- Hiring
- Insurance
- Inventory
- Leadership
- Meetings
- Personnel
- Quality
- Time management
- Team Leadership
- Schedule Coordination
- Staff Management
- Employee Training
- Training Coordination
- Timekeeping Abilities
- Call Volume Analysis
- Quality Management
- New Hire Orientation
- Technical Support
- Payroll and budgeting
- Quality assurance
- Documentation expertise
Timeline
Call Center Operations Manager
Pearl Interactive Network
06.2020 - 08.2020
Call Center Operations Manager
Alight Solutions
01.2018 - 03.2020
Account Receivables Lead
Orlando Health
07.2016 - 11.2017
Patient Services Specialist Lead
Florida Cancer Specialist Institute
08.2015 - 04.2016
Medical Receptionist
Florida Hospital
06.2012 - 01.2015
Customer Service Associate
Lockett Inc
02.2010 - 05.2012
Bachelor of Science - Health Management
Ashworth College
High School Diploma -
Colonial High School