Ursula Chappell
Stockton
Summary
Skilled Financial Assistant excelling in customer service and teamwork. Demonstrated ability to resolve discrepancies and improve financial processes, contributing to a cohesive and efficient operational environment. Customer Service working with veterans as they collect Incentive Therapy (IT PAY) veterans work for there service they have work for 2 weeks,a nd come collect there pay. Also do travel vouchers, when employee travel they create account in Concur for Airflight, Hotel that they choose, when the return from there travel i go in and review there voucher to make sure everything was approve.
Finance professional with solid foundation in financial operations and administrative support. Known for improving financial workflows and ensuring precise record-keeping. Collaborative team member focused on achieving results, adaptable to changing financial landscapes.
Overview
16
16
years of professional experience
Work History
Financial Assistant
Veterans Administration Hospital
Palo Alto, CA
11.2023 - Current
- Processed invoices and payment requests, maintaining accurate records in financial systems.
- Conducted regular audits of financial documents to ensure accuracy and integrity.
- Provided training support for new staff on financial protocols and software usage.
- Addressed discrepancies in financial statements, implementing corrective actions as needed.
- Developed reports on budget performance to assist management in strategic decision-making.
- Reconciled statements and accounts and resolved variances.
- Supported clients'' needs by providing timely responses to inquiries regarding account status or transactions processed.
- Managed accounts payable processes, ensuring prompt payment of invoices while avoiding duplicate payments or late fees.
- Improved cash flow management by regularly tracking receivables and payables.
- Supported executives by conducting research, reporting and documentation.
- Documented fiscal budget and established procedures for tracking expenses.
- Increased financial accuracy by diligently maintaining and updating financial records.
- Supported annual audits with meticulous documentation and record-keeping, ensuring a smooth process.
- Strengthened internal controls by reviewing financial policies and procedures, identifying areas for improvement.
- Supported with fiscal closings, budget allocation and daily business operations.
- Assisted in the preparation of monthly financial statements, contributing to a more organized system.
- Assisted in budget preparation by analyzing historical data and projecting future expenses accurately.
- Streamlined invoicing processes for improved efficiency and timely payments.
- Minimized financial discrepancies, resulting in increased efficiency and accuracy in financial transactions.
- Collaborated with the accounting team to ensure accurate financial reporting and analysis.
- Prepared reports used in making key decisions.
- Mitigated risks associated with currency fluctuations through proactive monitoring of exchange rates.
- Minimized risk of errors by accurately processing invoices, payments and other financial transactions.
- Helped reconcile bank statements and accounts and maintain accuracy and current records.
- Input financial data and produced reports using [Software].
- Managed office inventory and ordered new supplies when items were running low.
- Assisted with preparation of monthly financial statements and reports to inform management.
- Entered financial data into company accounting system with stringent adherence to data security protocols
- Processed daily financial transactions in support of finance team objectives.
- Maintained accurate records of financial transactions in alignment with regulatory requirements.
- Resolved discrepancies in financial data to increase accuracy and reduce potential backlogs.
- Generated reports for budgeting, forecasting and financial analysis to track results against target profit margins.
- Inspected account books and recorded transactions.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
Advanced Medical Support Assistant
Veterans Affairs Medical Center
Menlo Park, CA
10.2018 - 11.2023
- Coordinated patient scheduling and appointments to optimize clinic flow and reduce wait times.
- Managed electronic health records ensuring accuracy and compliance with HIPAA regulations.
- Streamlined administrative processes, improving efficiency in patient intake and documentation.
- Assisted in training new staff on office protocols and electronic systems for improved integration.
- Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy.
- Provided exceptional customer service to patients, visitors, and colleagues, fostering a welcoming environment at all times.
- Enhanced patient satisfaction by efficiently managing appointment schedules and providing timely reminders.
- Mailed patient appointment letters.
- Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Scheduled appointments for patients at [Business Name].
- Increased patient access to care by effectively coordinating referrals to specialists and diagnostic services.
- Verified and updated clinical records.
- Supported efficient office operations through proficient handling of administrative tasks such as filing, data entry, and record maintenance.
- Used [Software] to maintain and record patient data and generate reports.
- Eased patient anxiety through clear explanation of procedures, treatments, and upcoming appointments while addressing their concerns respectfully.
- Contributed to increased clinic efficiency by accurately maintaining electronic health records and promptly updating patient information.
- Collaborated with interdisciplinary teams to optimize patient care and facilitate seamless transitions between departments.
- Reduced errors in billing by diligently verifying insurance coverage and obtaining necessary prior authorizations for procedures.
- Contributed to higher patient retention rates by consistently delivering compassionate care during check-in/check-out processes.
- Maintained and obtained medical records.
Call Center Representative
Veterans Affairs Medical Center
Livermore, CA
01.2018 - 10.2018
- Managed high-volume customer inquiries, ensuring timely and accurate responses.
- Trained new staff on call handling protocols and system navigation.
- Resolved complex issues by collaborating with medical staff and departments.
- Implemented process improvements that enhanced call resolution efficiency.
- Maintained comprehensive knowledge of veterans' benefits and services for effective support.
- Monitored team performance metrics, providing feedback for continuous improvement.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
MEDICAL VOUCHER
Veterans Affairs Medical Center
Menlo Park, CA
02.2016 - 01.2018
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Medical Billing Specialist
Veterans Affairs Medical Center
Menlo Park, CA
11.2009 - 02.2016
- Processed insurance claims, ensuring accurate billing and timely submissions.
- Collaborated with healthcare providers to resolve billing discrepancies and improve accuracy.
- Trained junior staff on coding procedures and compliance regulations to enhance team performance.
- Analyzed billing data to identify trends and recommend process improvements for increased efficiency.
- Oversaw accounts receivable processes, maintaining a high level of accuracy in financial reporting.
- Implemented electronic health record systems to streamline patient information management and billing workflows.
- Led audits of medical records to ensure compliance with regulatory requirements and reduce errors.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Posted and adjusted payments from insurance companies.
- Communicated effectively and extensively with other departments to resolve claims issues.
- Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
- Located errors and promptly refiled rejected claims.
- Identified and resolved patient billing and payment issues.
- Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable.
- Ensured timely submission of claims to various insurance carriers, resulting in prompt payment for services rendered.
- Maintained strong working relationships with healthcare providers, fostering clear communication regarding billing-related matters.
- Managed patient accounts effectively, resolving discrepancies and addressing outstanding balances in a timely manner.
- Enhanced revenue collection through diligent follow-up on unpaid claims and denials with insurance companies.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Researched CPT and ICD-9 coding discrepancies for compliance and reimbursement accuracy.
- Collected payments and applied to patient accounts.
- Precisely completed appropriate claims paperwork, documentation and system entry.
- Precisely evaluated and verified benefits and eligibility.
- Provided exceptional customer service to both patients and insurance representatives, resolving inquiries quickly and professionally.
- Filed and updated patient information and medical records.
- Coordinated with other departments to address any discrepancies or concerns related to charge capture or data entry accuracy.
- Liaised between patients, insurance companies, and billing office.
- Served as a subject matter expert on medical billing matters, providing guidance to colleagues on complex cases or unique situations.
- Streamlined billing processes by implementing efficient workflows and utilizing advanced software tools.
- Efficiently processed refunds or adjustments for patients when necessary, ensuring accuracy and compliance with company policies.
- Participated in departmental meetings, sharing insights and ideas for improving overall medical billing efficiency and revenue generation.
- Monitored changes in payer requirements, adjusting billing practices accordingly to minimize disruptions in the revenue cycle.
- Conducted regular audits of patient accounts for potential underpayments or overpayments due to incorrect coding or billing practices.
- Prepared billing correspondence and maintained database to organize billing information.
- Printed and reviewed monthly patient aging report and solicited overdue payments.
- Reduced errors in medical billing by meticulously reviewing patient records and ensuring accurate coding.
- Contributed to overall office organization by maintaining up-to-date records of all billed services and payments received.
- Evaluated patients' financial status and established appropriate payment plans.
- Continuously updated knowledge of industry regulations and compliance requirements, ensuring adherence to all applicable standards.
- Communicated with patients for unpaid claims for HMO, PPO and private accounts and delivered friendly follow-up calls for proper payments to contracts.
- Collaborated closely with the clinical team to ensure proper documentation was obtained for accurate billing purposes.
- Increased overall efficiency of the billing department by regularly auditing internal procedures and suggesting improvements.
- Educated colleagues on best practices in medical billing, providing ongoing training sessions as needed.
- Developed customized reports for management review, highlighting trends in key performance metrics such as claim denial rates and days outstanding for accounts receivable balances.
- Verified insurance of patients to determine eligibility.
- Accurately entered patient demographic and billing information in billing system to enable tracking history and maintain accurate records.
- Posted payments and collections on regular basis.
- Reviewed patient records, identified medical codes, and created invoices for billing purposes.
- Prepared billing statements for patients and verified correct diagnostic coding.
- Delivered timely and accurate charge submissions.
- Adhered to established standards to safeguard patients' health information.
- Reviewed patient diagnosis codes to verify accuracy and completeness.
- Responded to customer concerns and questions on daily basis.
- Collaborated with customers to resolve disputes.
- Utilized various software programs to process customer payments.
- Used data entry skills to accurately document and input statements.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Maintained accurate records of customer payments.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Generated monthly billing and posting reports for management review.
- Handled account payments and provided information regarding outstanding balances.
- Processed vendor and supplier payments on weekly basis.
- Monitored outstanding invoices and performed collections duties.
- Created improved filing system to maintain secure client data.
- Reconciled accounts receivable to general ledger.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
- Verified accuracy of accounts payable payments, resulting in [Number]% reduction in payment errors and check reissues.
- Encoded and canceled checks using bank machines.
- Kept vendor files accurate and up-to-date to expedite payment processing.
- Audited and corrected billing and posting documents for accuracy.
- Developed training materials for new hires on medical coding standards and billing best practices.
Education
High School Diploma -
MENLO ATHERTON
Menlo Park, CA06-1983
Skills
- Customer service
- Bank reconciliation
- Project finance management
- Relationship building
- Office administration
- Microsoft Excel proficiency
- Documentation skills
- Reporting skills
- Invoice processing
- Document analysis
- Accounts receivable management
- Document management
- Cash flow forecasting
- Budget management
- Accounting
- Cost accounting
- Accounts payable management
- Credit control techniques
- Accounts receivable
- Financial statement preparation
- Microsoft Excel
- Cash management
- Data entry
- Accounts payable
- Cash flow management
- Telephone etiquette
- Account analysis
- Staff coordination
- Payroll
- Check disbursement
- Interpersonal and verbal communication
- Teamwork
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Utilize data to create reports.
- Serve as the service Fund Control Point Clerk/Requestor
- CTM (Consulting Tracking Manager Plus
- CNN Community Care Network provider locator
- Prepared replenishment of funds, Does replenishment to enure 10%of advance is on hand .
Languages
English
Full Professional
Timeline
Financial Assistant
Veterans Administration Hospital
11.2023 - Current
Advanced Medical Support Assistant
Veterans Affairs Medical Center
10.2018 - 11.2023
Call Center Representative
Veterans Affairs Medical Center
01.2018 - 10.2018
MEDICAL VOUCHER
Veterans Affairs Medical Center
02.2016 - 01.2018
Medical Billing Specialist
Veterans Affairs Medical Center
11.2009 - 02.2016
High School Diploma -
MENLO ATHERTON