Trisha Pankowski

• Account manager for Dignity Health.
• Assisted Covered California, Individual, small and large group administrators with monthly premium invoices.
• Processed all returned payments daily for the current month.
• Processed weekly refunds to individuals as well as small and large groups.
• Assisted in developing strategies for improving collections processes.
• Assisted with monthly cash sheet variances
• Processed credit card transactions through Point-of-Sale terminals or online systems.
• Worked closely with patients to discuss payment arrangements when needed.
• Processed and posted premium payments
• Monitored accounts receivable activity to ensure timely payment of invoices.
• Resolved discrepancies between customers' remittances and invoices received.

Technology- Outlook | Microsoft Office | Teams | Genesys | Facets | Edge | SmartSheets | Onepoint | Salesforce

• Started overseeing one medical biller submitting claims on our behalf for DME and ended overseeing 5 medical billers.
• Monitored claims in “process” from the beginning to the end in health insurance portals
• Once a claim processed I updated my google docs with payment information
• If a claim is denied I would get the requested information, reference all original EOB numbers along with my billers appeal template and request for my biller to resubmit.
• If a claim was in adjudication I would follow up with the health insurance and provide missing information on behalf of my biller.
• Assisted clients to bring accounts current with suitable repayment plans.
• Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
• Recorded and updated customer personal accounts with accurate contact information.
• Assisted with the write off task for accounts aging affecting AR.

Technology-Netsuite | Excel | Gmail | Google Docs |Insurance portals | Paycom

• Posted payments and sent reviews and denials to the AR team.
• Handled all electronic, manual payments and adjustments, ensuring that data was accurately posted.
• Downloaded, printed and batched electronic funds transfers and remits from the company bank account.
• Reviewed overpayments and processed refunds to be sent to patients and insurance companies.
• Reviewed refund requests and forwarded information to analysts.
• applied overpayments from an account and applied it to an account that was missing money PER the instructions of the health insurance and was always documented as well as saved into correspondence

Technology-Salesforce | Quickbooks | Outlook | Insurance portals | Paycom

• Identified past due accounts and contacted account holders to arrange payment.
• Contacted customers and explained debt management to encourage timely debt payments.
• Created and submitted appeals with company templates for appeals as well as my own google research of supporting documentation.
• Processed payments and refunds quickly to maximize efficiency and meet performance targets.
• Recovered lost revenue by persistently reaching out to customers with past due accounts.
• Patient collections
• Monitored claims in “process” from the beginning to the end in health insurance portals

Technology-Internal Patient software | Microsoft Office | Outlook | insurance portals

• Answered customer inquiries and provided accurate information regarding products and services.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.