Experience

SomnoMed North America

• United States
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Sr Manager, Client Services

  • Aug 2022 - Present

• Manager, Client Services

  • May 2021 - Aug 2022

  Full management and leadership responsibility for the Customer Service and the RMA departments. Develop and implement processes and procedures to achieve the highest level of quality service and customer satisfaction. Recruit, mentor and develop Customer Service and RMA Associates and nurture an environment where they can excel through encouragement and empowerment. Monitor customer interactions to ensure high levels of customer satisfaction.

• Customer Service Manager

  • Feb 2021 - May 2021

  Full management and leadership responsibility for the Customer Service Department. Development and implementation for all department processes and procedures to achieve a high level of quality service and customer satisfaction. Recruit, mentor and develop Customer Service Associates. Relentless pursuit of Customer Service quality and improvements.

• Training Specialist

  • Jul 2020 - Feb 2021

  Develop and facilitate training programs for employees and customers. Onboarding new employees and new business. Identify customer and employee needs for training and implement programs as needed. Create and develop training manuals, SOPs, workflows and presentations. Track training and ensure compliance.

• Patient Care Coordinator

  • Jul 2019 - Jul 2020

  Manage the scheduling of patients to an assigned network of sleep dentists. Meet goals as they relate to patient contact, connections, and follow ups. Identify network needs and requirements. Accurate reporting and documentation. Assist with key analytical and reporting responsibilities. Provide solutions for gaps in processes or services. Special Assignments: Assist the billing department by calling on outstanding claims and patient invoicing.



CCLangton - Notary

• Denton, Texas

• Notary Public

  • Apr 2019 - Present

  Serving the public as well as the legal, financial, automotive and real estate industry. Mobile notary services. Serving the public as well as the legal, financial, automotive and real estate industry. Mobile notary services.



Renew Sleep Solutions

• Patient Care Coordinator

  • Jan 2019 - Jun 2019

  Scheduling and coordination of patients for Tufts Health Care and Kaiser Permanente patients in the SomnoMed Managed Care department. Manage the Mid-Atlantic, Georgia, Colorado, and Hawaii regions and identify network needs and requirements. Initial patient contact, connection to care, and follow up with patients and sleep dentists. Assist with key analytical responsibilities and reporting. Identifying and providing solutions for gaps in processes or services.

• Revenue Cycle Operations Trainer and Vendor Management

  • Apr 2018 - Jan 2019

  Facilitate and maintain vendor relationships. Liaison. Establish standards and guidelines with the vendor that fit both needs. Monitor product, track and ensure shipping times, report QA/QC and report trends. Train and educate employees on new and existing processes. Create training material, job aids, power points, and video conferencing. Update as needed. Discuss and implement new policies and procedures and monitor systems. Audit. Interact with each department to determine best practices and implement changes when necessary.

• Case Manager Lead

  • Jan 2018 - Apr 2018

  Supports daily revenue cycle operations focused on processing clinical orders through the Healthcare insurance authorization process. *Insurance eligibility processes; benefits, authorizations and approval of gap coverage for out of network carriers.*Payment processing; collections and accounts receivable management; gap denial management*Training and development relative to revenue cycle.*Resolve escalated and unique revenue cycle issues.*Monitor and assess business metrics to refine processes and improve efficiencies.*Develop, implement, and maintain the practices revenue cycle training materials.

• Case Manager

  • Oct 2017 - Jan 2018

  Ensure all insurance, demographic, and eligibility information is obtained and accurately entered. Perform insurance verification process on all third party payers when necessary. Obtain and follow up on pre authorization and gap exceptions for all carriers. Review carrier policies and note changes.



American Health Assessments

• Dallas/Fort Worth Area

• Account Executive

  • Apr 2017 - Sep 2017

  Before the owners retirement, I was specifically recruited for this position to increase orders and obtain referrals in the DFW area. Created and executed strategic plans to bring in new business. Maintained effective working relationships with referrals. Made cold calls to referral offices to educate and inform them of the services the company can provide to their patients. Liaison between the company and the referral to ensure quality service. Before the owners retirement, I was specifically recruited for this position to increase orders and obtain referrals in the DFW area. Created and executed strategic plans to bring in new business. Maintained effective working relationships with referrals. Made cold calls to referral offices to educate and inform them of the services the company can provide to their patients. Liaison between the company and the referral to ensure quality service.



Choice Medical Equipment

• Dallas/Fort Worth Area

• Office Manager

  • Jul 2013 - Apr 2017

  An accomplished office manager by communicating job expectations, planning, monitoring, and appraising job results. Developed, coordinated and enforced policies, procedures, and productivity standards. Worked directly with the insurance company, healthcare provider, and patient to process claims for payment. Secured outstanding balances and process payments. Handled patient complaints by listening, inquiring, acting, concluding and documenting. Hands on training for each employee and the equipment they were assigned to.



Rotech Healthcare

• Location Center Manager

  • Oct 2010 - Jul 2013

  As a location manager, I promote excellent customer service and the highest quality of patient care. Responsibilities include: Adhering to company policies and procedures. Call on key referrals and maintain those accounts. Procuring documentation required for reimbursement in a timely manner. Monitor A/R aging and attain A/R goals. Conduct physical inventory. Maintain a working knowledge of insurance regulations. Implement quality improvements programs to comply with company and JCAHO standards. Interview, hire, and train employees with emphasis on recruiting best qualified candidates. Evaluate employees and establish goals. Supporting the sales team to promote growth. Addressing complaints and resolving problems. Maintain working relationships with referrals, patients, and employees. Educate patient and job safety.



Lincare

• Healthcare Specialist / EMT

  • 2006 - 2010

  I set patients up on home respiratory equipment in their homes, at the office, or at the place of referral. I sold our services to the referral sources to increase business. Educated the patient as well as the referral. Performed patient assessments and reported to the prescribing doctors. Continued checking compliance of the patients. Other duties included documentation, reporting, answering phones, patient complaints and concerns. Picked up and delivered paperwork required for billing. Prepared for CHAP inspections and maintained knowledge of all compliance regulations. Worked as a team to promote growth for a successful business.



Securitas / Guardsmark

• EMT

  • 2005 - 2006

  Running the first aid station as well as the security gate. Care for and transport patients to the hospital as needed. Locate and maintain all fire extinguishers on the site. Teach first aid to the SMET team as well as new miners. Kept up MSDS sheets. Documentation and reporting. Safety checks. Running the first aid station as well as the security gate. Care for and transport patients to the hospital as needed. Locate and maintain all fire extinguishers on the site. Teach first aid to the SMET team as well as new miners. Kept up MSDS sheets. Documentation and reporting. Safety checks.



Various - Medical

• See below

  • 1999 - 2005

  7/04-1/05 CNA - Nursing Home 8/03-5/04 Paraprofessional 8/02-8/03 CNA - Nursing home 9/01-5/02 Sign language interpreter 7/00-7/01 Counselor - Adult home 7/00-8/01 Paraprofessional 7/00-8/01 Substitute Special Ed 8/99-7/00 Autism Specialist 7/04-1/05 CNA - Nursing Home 8/03-5/04 Paraprofessional 8/02-8/03 CNA - Nursing home 9/01-5/02 Sign language interpreter 7/00-7/01 Counselor - Adult home 7/00-8/01 Paraprofessional 7/00-8/01 Substitute Special Ed 8/99-7/00 Autism Specialist