Tonette Spencer
Kansas City,MO
Summary
Accomplished leader with a proven track record at Kansas University Health System, enhancing team performance and customer satisfaction through effective coaching and problem-solving. Skilled in analytical thinking and conflict resolution, I've significantly improved workflows and revenue. Expert in multitasking and communication, driving projects to success with attention to detail and organizational skills.
Overview
14
14
years of professional experience
Work History
Team Lead Orthopedic & Sports Medicine
Kansas University Health System
Kansas City, KS
04.2024 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Account Resolution Specialist
St. Joseph Medical Hospital
Kansas City, MO
09.2021 - 12.2023
- Negotiated arrangements to manage defaults, payment plans, or full remittance of balance owed.
- Assisted in the development of collections policies, contributing towards improved cash flow management within the organization.
- Managed a portfolio of high-value accounts, ensuring prompt collection of outstanding balances.
- Improved account reconciliation accuracy by implementing new tracking systems and tools.
- Negotiated payment arrangements with clients, maintaining strong relationships while safeguarding company interests.
- Resolved account discrepancies by analyzing financial data and collaborating with internal departments.
- Monitored aging accounts and reached out to customers to discuss payments.
- Documented all actions performed and interactions with customers.
- Conducted thorough research on complex cases to provide accurate information and facilitate informed decisionmaking.
- Created detailed documentation for each case handled, ensuring proper record-keeping for future reference or audits purposes.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Researched accounts and completed due diligence to resolve collection problems.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Researched billing errors and discrepancies to initiate corrective action.
Revenue Cycle Specialist
St. Luke's Hospital
Kansas City, MO
06.2015 - 07.2020
- Increased revenue by identifying and resolving billing errors in a timely manner.
- Trained new team members on revenue cycle best practices, contributing to a more knowledgeable workforce.
- Served as a liaison between clinical departments, finance, and administration, ensuring smooth communication for proper revenue cycle management.
- Ensured accurate billing with thorough audits of patient accounts and insurance claims.
- Reached out to insurance companies to verify coverage.
- Coordinated patient payment plans, balancing compassion with firmness to ensure timely payments while preserving positive patient relationships.
- Maintained clear documentation of all activities related to unpaid claims or denied services.
- Improved cash flow with diligent follow-up on pending claims and appeals processes.
- Developed and maintained up-to-date knowledge of coding standards, contributing to fewer coding errors and denials.
- Improved patient satisfaction by providing clear, concise explanations of billing procedures and insurance coverage.
- Optimized revenue cycle, implementing effective strategies for claims management and reimbursement.
- Successfully navigated complex insurance disputes, resulting in recovery of substantial amounts of previously denied claims.
Billing Specialist
Dermatology And Skin Surgery Center
10600 Quivira
09.2013 - 09.2015
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Negotiated with insurance companies to resolve disputed claims, securing rightful payments.
- Managed monthly billing cycles to ensure timely issuance of invoices and statements.
- Increased revenue retention by setting up follow-up system for outstanding payments.
- Improved customer satisfaction with prompt and clear communication regarding their billing inquiries.
- Optimized payment collection times by implementing effective follow-up strategies with clients.
- Reduced billing errors, leading to decrease in customer complaints, by conducting regular audits of billing data.
- Contributed to positive work environment by offering support and guidance to junior billing staff.
- Handled account payments and provided information regarding outstanding balances.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
Eligibility, Benefits & Authorizations Specialist
CareCentrix
Outlook St. Suite 225 Leawood Kansas
09.2010 - 09.2013
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Implemented customer feedback system to inform product development.
- Evaluated customer needs and feedback to drive product and service improvements.
Education
Associate of Applied Science - Billing & Coding
High-Tech Institute
Kansas City, MO05.2006
High School Diploma -
Paseo High School
4700 Paseo Blvd. Kansas City, Mo05.1984
Skills
- Customer Focus
- Coaching and Mentoring
- Performance monitoring
- Performance Improvement
- Problem-Solving
- Attention to Detail
- Analytical Thinking
- Conflict Resolution
- Goal Setting
- Complex Problem-Solving
- Cash Handling
- Giving Constructive Feedback
- Multitasking
- Excellent Communication
- Organizational Skills
- Multitasking Abilities
- Decision-Making
- Written Communication
- Problem-solving abilities
Timeline
Team Lead Orthopedic & Sports Medicine
Kansas University Health System
04.2024 - Current
Account Resolution Specialist
St. Joseph Medical Hospital
09.2021 - 12.2023
Revenue Cycle Specialist
St. Luke's Hospital
06.2015 - 07.2020
Billing Specialist
Dermatology And Skin Surgery Center
09.2013 - 09.2015
Eligibility, Benefits & Authorizations Specialist
CareCentrix
09.2010 - 09.2013
Associate of Applied Science - Billing & Coding
High-Tech Institute
High School Diploma -
Paseo High School