Experience

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  Ameriprise financial services, inc.

  May 2005 - Dec 2005

  Administrative assistant

  Scheduled appointmentsPerformed care callsAnswered phoneFilingProvided customer servicePrepared for meetings including researching client accounts and preparing net worth statementsPrepared post-meeting letters for the clientMaintained mail log along with checks and securities log books.

• 

  Aim healthcare

  Dec 2005 - Aug 2011

  Analyze and interpret contracts between insurance company and the provider in order to adjudicate claims based on contract allowable, coordination of benefits, duplicate payments, etc. Analyze information in order to provide recommendations to reduce research.Review claims for accuracy prior to collectionsReview client systems to provide documentation to support collections of a refund as well as identify and post retractions and payments sent directly to the client. Utilize the provider system in order to resolve accounts that are in a credit balance by performing reversals of incorrect adjustments or writing refund requests for overpayments.Analyze and interpret contracts between insurance company and the provider.Perform follow up on Accounts Receivable. Work closely with the ORS AVP, Director and Client Services Operations Manager to provide internal management reports.Create the monthly Placement and Recovery, Cancel, Invoice and Outstanding Accounts Receivable (AR) reports for the clients.Utilize the client systems to perform internal investigations on accounts in research.Perform write-offs of disputed outstanding AR. Answered phones, scheduled meetings and other general administrative duties.Assisted with monthly reporting.Assisted with accounts in client research.

  • Senior Recovery Resolution Specialist

    Aug 2010 - Aug 2011

  • Regional Account Manager

    Nov 2007 - Aug 2010

  • ​Recovery Reporting Specialist

    Jan 2007 - Nov 2007

  • Client Services Assistant

    Dec 2005 - Jan 2007
• 

  Corizon health

  Aug 2011 - Nov 2012

  Cob recovery analyst

  Research/audit claims for potential primary coverage or other savings opportunities.Provide ongoing maintenance to inmate files ensuring the most up to date information is available regarding primary coverage.Work with external vendors and providers in order to ensure proper recovery of all commercial or third party payments.Prepare and maintain savings report documenting the recoveries achieved by COB efforts.Research and provide information in order to assist in resolving claims that are in appeal status. Show less

• 

  Farm bureau insurance of tennessee

  Nov 2012 - Aug 2021

  Plan, design and execute manual test scripts for functional, regression and negative testing. Develop and maintain supporting documentation for testing.Facilitate weekly defect triage meeting with the development team, product owner and business stakeholders. Facilitate weekly meeting with Accounting AVP to ensure accounting related defects receive prompt resolution for time-sensitive statements and reports.Conduct regular meeting with scrum team using the principles of Acceptance Test Driven Development to ensure valid and thorough acceptance criteria.Work in an Agile Scrum team with sprint cycles and ceremonies including daily stand-up, grooming,planning review and retrospective.Utilize SQL as part of validation in testing.Present weekly status metrics and reports. Show less Install and support Software on PC, Mac and mobile devices. Provide end user desk side and remote support. Manage tickets, work orders, problems and tasks within a structured ticket management system. Interact with other IT and non-IT teams to accomplish assigned tasks and tickets. In-depth technical support and troubleshooting of software.Escalate the ticket to the correct group if the incident cannot be resolved.Set up and deploy computers and mobile devices including office 365, applications and remote access. Support access to corporate network both on wireless as well as VPN.Compare installed software with issued license to comply with audits as well as ensuring users have the appropriate access. Extensive testing of third party and proprietary software to ensure fluid operating system upgrades.Convert desktop computers from static ip to DHCP. Create and support virtual machines including enabling net bios over TCP/IP for printer access.Research and recommend software that provides needs requested by clients. Show less Answer and resolve inbound technical calls.Proficiently manage the resolution of technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal.Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP and Windows 7 environment, offering a variety of solutions over the phone. Using remote control tools to assist customers when needed.Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed.Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems.Escalate high priority and high impact issues to the internal support teams. Show less

  • Senior Quality Assurance Analyst

    May 2018 - Aug 2021

  • Desktop Support

    Aug 2013 - May 2018

  • IT Helpdesk Associate

    Nov 2012 - Aug 2013
• 

  Experian

  Aug 2021 - now

  Senior software qa analyst