Deborah Field
Oakland,Tennessee
Summary
Goal-oriented Customer Care Executive with expertise in training and developing customer service professionals and create bigger profit margins in industry. Skillfully compile monthly customer service metrics and monitor customer service professionals. Friendly and outgoing to solve problems efficiently and effectively.
Overview
37
37
years of professional experience
Work History
Billing Manager/Customer Service Manager-Pathology
Quest Diagnostic Laboratories
Indianapolis, IN
08.1998 - 06.2022
- Developed and implemented billing procedures to ensure accurate data entry and timely payment collection. Ensured correct billing information for processing by Billing Company.
- Managed a team of 5-12 associates responsible for prebilling, customer service, internal sales support, hospital credentialing and medical licensing.
- Successfully developed and implemented an effective system for tracking client requests from initial contact through resolution.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Coordinated between various laboratory departments to resolve complex problems that require multiple steps or involve multiple teams.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Developed policies and procedures related to customer service operations.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Reviewed applications and documents for completeness, accuracy, and compliance with applicable laws.
- Developed training materials for internal staff on proper licensing and credentialing procedures.
- Conducted research on state-specific regulations related to professional licensing and credentialing procedures.
Practice Manager
Ameripath Diagnostic Laboratory
Indianapolis, IN
07.1987 - 07.1997
- Joined newly formed private practice as Practice Manager for Community Hospital owned pathology group. As the sole employee for the 7 person group I:
- Handled all practice-related administrative responsibilities such as payroll processing, managing accounts receivable/payable, handling malpractice insurance, completing hospital credentialing requirements, and obtaining medical licensing.
- Resolved escalated customer service issues in a timely manner while maintaining a high level of professionalism.
- Examined billing files daily to ensure proper CPT coding before submission to billing company
- Participated in strategic planning initiatives aimed at developing long-term goals for the practice's growth and success.
- Provided support during audits by gathering requested documents as well as answering questions from auditors.
Administrative and Pathology Transcription Manager
Community Hospital Indianapolis
Indianapolis, IN
06.1985 - 06.1987
- Performed all administrative duties for 7 pathologists (including pathologist Medical Director) and Laboratory Director.
- Managed and supervised a team of 5 pathology transcriptionists, offering on-demand transcription services when necessary.
- Performed all customer service related tasks interfacing with patients and hospital medical staff as needed.
- Assisted in the design of a pathology lab information system and transcription system.
Education
Some College (No Degree) - Nursing Administration
Central Nine Vocational School
Indianapolis, INHigh School Diploma -
Southport High School
Indianapolis, INSkills
- Training and mentoring
- Workflow Planning
- Project Management
- Program Improvements
- Team direction
- Process Improvements
Timeline
Billing Manager/Customer Service Manager-Pathology
Quest Diagnostic Laboratories
08.1998 - 06.2022
Practice Manager
Ameripath Diagnostic Laboratory
07.1987 - 07.1997
Administrative and Pathology Transcription Manager
Community Hospital Indianapolis
06.1985 - 06.1987
Some College (No Degree) - Nursing Administration
Central Nine Vocational School
High School Diploma -
Southport High School
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