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GWENDOLYN D. THOMPSON
934 Waynelee Drive
Lancaster, TX 75146
Home: 469-684-1992
thompson.gwendolyn@outlook.com
Medsynergie...
Christus Health Feb 2013-Nov 2014
Patient FinancialServices Associate II-TeamLead
 Obtains customer requests and determin...
TrailBlazerHealthEnterprises March 2011-February2013
Quality Analyst
 Conduct call audits for 75-100 team members by way ...
Verizon Communications May 2004-Dec2009
Consumer Sales Consultant
 Receive Inbound Calls Assisting Customers with Account...
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GWENDOLYN_D THOMPSON_RESUME

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GWENDOLYN_D THOMPSON_RESUME

  1. 1. GWENDOLYN D. THOMPSON 934 Waynelee Drive Lancaster, TX 75146 Home: 469-684-1992 thompson.gwendolyn@outlook.com MedsynergiesInc. Feb 2015-August2016 Practice PartnerLiaison  Help build credibility, establish rapport, and periodically communicate with Practice Managers.  Answer and address inbound calls from Practice Managers on behalf of the Practice Partner.  Research and resolve operational issues reported by Practice Managers and set appropriate expectation on issue resolution.  Improve Practice Manager satisfaction levels through timely and accurate issue resolution, resolving issues/questions on initial inbound call where possible.  Assist in developing standards and procedures to be implemented by the Practice Partners.  Review performance data to identify trends and continuous improvement opportunities for practices supported.  Assist in developing standards and procedures to be implemented by the Practice Partners.  Participate in cross-training, as a trainer and a learner, for personal development and to ensure adequate call coverage.  Participate in special projects and performs other duties as assigned  Competent in customer relationship and workforce management.  Understands process mapping and project management.  Good presentation, interpersonal and influencing skills.  Strong analytical and cognitive ability.  Demonstrated knowledge of physician billing/revenue cycle management.  Ability to use good judgment and critical thinking skills to identify and resolve problems.  Possess a strong work ethic and a high level of professionalism.  A team player who handles multiple projects simultaneously in a fast paced environment.  Proficient in Microsoft Office Suite.
  2. 2. Christus Health Feb 2013-Nov 2014 Patient FinancialServices Associate II-TeamLead  Obtains customer requests and determines the appropriate methodology to use for resolution  Works in a Six Sigma process driven environment  Responsible for processing all requests from patients, insurance providers, hospital personnel, vendors and attorneys  Correct and document all activities in CollectLogix system  Resolve 90% of all escalated patient complaints within 48 hours  Assist externaland internal clients with requests and concerns about patient accounts  Utilize Meditech to obtain, review and correct patient accounts  Abide by HIPAA Privacy laws prior to releasing PHI and PII  Process referrals to the appropriate department for resolution  Add insurance provider information to account for claim processing  Process corrected claims and queue to send to insurance providers  Process contractualadjustments to patient accounts  Process adjustments and payments to patients accounts  Print and mail patient itemized billing, UB04, EOB to person or entity making the request  Explain information provided on EOB and itemized billing  Understand and explain insurance payments posted versus patient payments  Provide billing information and balances for patient accounts  Make refund requests when appropriate  Process correspondence such as patient letters, requests for W9s and requests for itemized statements  Sort and Stamp affidavits using FIFO process  Process Affidavits and attorney requests  Scan ADRs to the Compliance Officer
  3. 3. TrailBlazerHealthEnterprises March 2011-February2013 Quality Analyst  Conduct call audits for 75-100 team members by way Qfiniti system  Create and log agent scorecards with call Audit results into the QCM system  Review and coach CSR call quality audits  Review Electronic Inquiries by way of the RightNow/CSM systems  Track call research items within the TRACS system  Utilize Avaya,IEX Monitoring System Kronos, and Genesys System to monitor customer service representative Availability, ACW,ACH and Hold Time  Facilitate training regarding Call Quality expectations  Assisted with managing special projects, curriculum development, facilitation, and scheduling of classes.  Attend bi-weekly calibrations to evaluate calls with CMS and Partner Company  Maintain standards for quality assurance  Coordinate corrective actions with supervisors and other management/support staff  Report and track provider calls and complaints  Review and researched CSR audits sent from NG  Develop strong disputes to support EHRIC CSR call fails  Provide Customer Service Reps with feedback regarding strengths and areas of opportunities  Provide a positive morale to Customer Service Reps by way of the Quality Program  Encourage Team Work amongst the Customer Service Representatives  Assist with increasing quality percentages scores for Call Center  Facilitate operations training classes in Trainer’s absence  Assist in Helpdesk queue  Knowledgeable of PECOS system  Handle call disputes initiated by Customer Service Reps  Resolve rebuttals  Coordinate with Partner Company’s Quality staff on process and procedures.  Assist with developing Standard Operating Procedures  Responded to hospitals and physicians calls through calls and email  Provided information according to CMS guidelines  Assisted Medicare/Medicaid eligible providers with enrollment into EHR enrollment  Probed caller to use proper scripted information to answer their inquiries  Documented information into Remedy System  Referred to PECOS and NPPES to assist providers  Knowledgeable of CMS rules and guidelines in regard to Medicare/Medicaid Programs  Spoke to hospitals and medical providers about EHR claims and log into REMEDY  HIPAA trained  Knowledge of medical insurance/claims terminology  Point of Contact for Outbound Project Research  Created spreadsheet with updates for provider payments  Contacted providers via Outbound calls to advise on incentive payment status  Updated payment information on provider accounts.
  4. 4. Verizon Communications May 2004-Dec2009 Consumer Sales Consultant  Receive Inbound Calls Assisting Customers with Account Management  Introduce Customer to Products and Services  Handle Customers Concerns Regarding Billing and Services and log into REMEDY  Process Orders for New Services and Changes to Existing Service  Qualify Customers for New Services Junior Management  Serve as In-Charge Supervisor  Served on the IHD Team  Utilized Information Management System, Intranet and Salesforce  Managed and led a team of up to 25 direct report associates  Coach Associates on Call Process and Expectations  Motivate Associates to Exceed Performance Expectations  Support associates with System and Billing issues  Handle Escalated Calls  Observe associate calls remotely and side by side  Interact with Management and Associates Regarding Scheduling  Log Vacation and PersonalHolidays into EMPS System  Monitor Online Associate Log-in and Log-out Activity  Schedule Training classes  Compile Associate Activity Reports  Received notice of absence from Online Associates  Manage FMLA and Short Term Disability logs  Compile Sales Reports  Create and Maintain Sales Incentive Promotions  Report to Call Center Manager Daily Sales Stats  Breakdown of Sales per Team/Associate for Center  Handle Escalated Calls and Customer Complaints  Correct Order Errors and System Caused Issues with follow up  Assist with Launch of Fiber Optics Service  Serve as Single Point of Contact for Customer Escalated Complaints and Problems BrinksHomeSecurity June2003-May2004 Southwestern Bell Telephone August2000-May2003 Education HS Diploma David W Carter HS(1990) Associate HR Ashworth College (2009) BBA Strayer University (2014)

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