1. Zane Fleming
2532521917
2712 S Meridian Apt #314
Puyallup,WA 98373
zanefleming@msn.com
Summary of Qualifications
Polished, professional customer service rep offering:
7 plus years of experience providing customer support in busy call center environment as well as face to face consulting
with customers for Medical/insurance and Packaging industries.
An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues
and win customer loyalty.
Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy
to find common ground and achieve win-win outcomes.
Work Experience
CSR at MultiCare Health System (July 2008 - March 2015)
Taking high volume of calls to address patient concerns
Work with outside sources to resolve issues for patient
Be active go between for various depts in order to get patients accounts fixed.
Able to met timelines
Researching billing data ,calling insurance companies , and contacting patient/family
Researching  past due accounts to include contacting insurance companies and determining if charges are allowed or
denied.
Resolving discrepancies and/or complaints regarding the validity of charges for either third party or private pay , which
include using discretion and good judgment in attaining a workable solution ( payment plans , securing reimbursement /
payment from insurance companies , etc)
Reviewing medical records , patient account , payment vouchers to verify payment was posted correctly , and charges to
verify appropriateness of services.
Contacting in-house department heads for the purpose of verifying procedures performed.
Client Support with Guidance Staffing (2006 - July 2008)
Collections and Financial aid support at MHS business office.
Functioned as an Multicare ISR 1 in Imaging Dept at Tacoma General Hospital
Used and are familiar with:Hospital Information System Lastword and Epic along with Lanier dictation system.
Updating film jackets if needed.
Collaborating with the Radiologist to assure that they are receiving all pertinent information prior to dictating studies.
Maintaining a flexible attitude for medical temp agency.
2. Medicaid Specialist at DaVita Inc. (2004 - 2006)
As of 11/05 was transferred to special projects team to clean up all old A/R was responsible AZ, CO ,IA, IN, MN, MO,
NE,NV,OR,PA,SD, TX, UT, WA, WI, and WY Mcaid.
Process and follow up on outstanding claims for payment, including billing and collection of any and all accounts; and
researching and resolving open balances or pt eligibility issues within stringent timelines and ensuring department goals
and objectives are achieved, in alignment with DaVitas Mission and Core Values.
Audit charges imported from billing system at the beginning of the month for the previous month within strict timeframes.
Bill primary and secondary claims.
Follow up on outstanding accounts receivable through the completion of workflow items, examination of denials and
correspondence, aging, utilization of online systems for claims submission and correction and through the submission of
adjustments and cash correction forms.
Report on high dollar accounts, cash flow / problems.
Ensure timely filing deadlines are met.
Communicated with other areas within DaVita regarding information required to appropriately work outstanding accounts
as well as information that may affect their department or individual collection efforts.
Research eligibility for assigned payers as necessary.
Prepare adjustment logs including bad debt adjustments, cash corrections as required.
Customer Clerk/Unloader at UPS (2002 - 2004)
Assisted customer counter clerk with locating and logging customer packages. Helped customers with in house online
package system
Helped morning package delivery process including unloading trailers and assisting drivers and other staff with getting
delivery trucks loaded and loading bay prepared for day
Skills
Complaint Handling/Dispute Resolution (2008 - present)
Able to use resources at hand to resolve customer issues in a manner showing respect and compassion.
MS Office (2004 - present)
Proficient with Word, outlook and Excel
Customer Service (2002 - present)
Expert in the principles of A.I.D.E.T with regard to interacting with customers whether on phone or in person
Education
Eton Technical College/Brymon College (2004 - 2004)
30 Week Medical Billing course
American School
Completed high school
