Thea Hickman
Louisville,United States
Summary
Results-driven leader specializing in billing and reconciliation. Proven track record of enhancing team performance through strategic coaching and rigorous quality control. Achieved significant customer satisfaction improvements by resolving complex billing issues and reducing aged CRM inventory by over 3,000 accounts. Expertise in project management and fostering collaboration for continuous improvement.
Overview
11
11
years of professional experience
Work History
Billing and Reconciliation Frontline Leader
Humana Insurance Company
05.2019 - 10.2025
- Manage a team of 15-17 associates to meet their daily/monthly performance metrics.
- Lead and Develop associates with experience, knowledge, and opportunity that add value for future roles (Ex. Presentations for team learning tools
- Subject Matter Expert (SME) on Medicare task.
- Case Management (Review and evaluate member accounts and coordinate resources for members)
- Reconcile members plan to provide the best action for their lifestyles.
- Analyzed errors in team process map and quality assurance criteria, implementing necessary changes and conducting reviews for continuous improvement.
- Identified barriers impacting accuracy of department standards and developed internal audit plans to address them.
- Perform administration work, project oversight, development, and employee coaching.
- Coach associates with areas of opportunity so they can meet department metrics while being successful in their role.
- Provide prompt TNT for SLA and Compliance driven inventory.
- Meet with Quality areas to provide knowledge and updates to systems and processes.
- Utilized electronic medical record systems to manage patient information efficiently.
- Outlined discrepancies in associate performance systems, recommending opportunities for enhancement.
- Authorize over 50K-120K in monthly refunds.
- Familiar with Center for Medicaid and Medicare rules and regulations
- Operated in a fast-paced production setting where associates adapted to various tasks and roles.
Statistical Clerk Internal Calls/ External Calls
Census Bureau
07.2016 - 08.2023
- Conducted outbound and inbound interviews with US residents to collect economic statistical data for American Community Survey and Consumer Population Survey.
- Facilitated outbound calls from Field Representatives, providing essential residential information.
- Interview residents to gather data for surveys, financial records.
- Research US residents on their current and past residential addresses for accuracy.
- Provide case notes for accuracy of resident living conditions.
- Supported Field Agents by supplying accurate US residential information for efficient contact.
Billing Reconciliation Professional 2
Humana Insurance Company
05.2018 - 05.2019
- Resolved billing-related issues for customers, enhancing satisfaction and trust.
- Analyzed and reduced over 3,000 member accounts in aged CRM inventory
- Assisted with billing preparations for operational readiness.
- Developed and loaded files for team inventory reports, ensuring accurate tracking and reporting.
- Maintained associate profile information in team folders
- Assisted in the development of Author Edge projects
- Facilitated webcam usage training and created instructional documents
- Created a skilled learning activity book for associates for use during system outages
Medicaid Billing and Enrollment Production Lead
Humana Insurance Company
04.2015 - 06.2018
- Organized and managed high volume of work under tight deadlines to meet production goals.
- Facilitate training on Medicaid LTSS products (Florida, Virginia, and Illinois).
- Ensure team adherence process instructions, best practices, control procedures and information security directives.
- Monitored associate skill development and provided feedback to enhance team performance.
- Perform production audits and time studies on processes.
- Process writing and updates on process maps for Medicaid.
- Developed and led department meetings and engagement outings to foster team collaboration.
Education
License Bartender -
Louisville School of Bartending
02.2019
Bachelor of Healthcare Administration and Management - Healthcare Administration and Management
University of Phoenix
United States12.2012
Associates of Science - Human Service
Jefferson Community and Technical College
05.2010
Skills
- Time management
- Production coordination
- Planning and organization
- Verbal communication
- Quality control
- Instruction facilitation
- Performance auditing
- Interpersonal skills
- Customer care
- Adaptability
- Project management
Accomplishments
- University of Phoenix, Bachelor of Healthcare Administration and Management, 12/12
- Jefferson Community and Technical College, Associates of Science-Human Service, 05/10
- Louisville School of Bartending, License Bartender, 02/19
References
References upon Request
Timeline
Billing and Reconciliation Frontline Leader
Humana Insurance Company
05.2019 - 10.2025
Billing Reconciliation Professional 2
Humana Insurance Company
05.2018 - 05.2019
Statistical Clerk Internal Calls/ External Calls
Census Bureau
07.2016 - 08.2023
Medicaid Billing and Enrollment Production Lead
Humana Insurance Company
04.2015 - 06.2018
License Bartender -
Louisville School of Bartending
Bachelor of Healthcare Administration and Management - Healthcare Administration and Management
University of Phoenix
Associates of Science - Human Service
Jefferson Community and Technical College