ALLURA AMANDA DIXON
Fayetteville
Summary
Offering strong analytical skills and keen attention to detail, eager to learn and grow in medical debt collection field. Brings foundational understanding of medical billing systems and insurance procedures, along with effective communication and negotiation skills. Ready to use and develop problem-solving and customer service skills in medical debt collector role.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
14
14
years of professional experience
Work History
Medical Debt Collector
Revco Solutions
11.2023 - Current
- Corrected, completed and processed claims for multiple payer codes.
- Processed billing calls and answered questions from patients and third-party carriers.
- Assisted in reconciling deposit and patient collections.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Recovery Specialist
OMNI FINANCIAL
05.2017 - 11.2023
- Telephones past due customers within assigned Loans
- Assists Lenders resolve problem past due accounts as needed
- Works closely with our outside collection services to monitor activity and maximize recovery results and returns for the Bank
- Actively participates in weekly past due meetings
- Report and recommend actions on accounts where needed
- Review all policies and procedures as they relate to the fair Debt Collection Practices Act and coordinate changes through Credit Administration management
- Miscellaneous collection activities as assigned including, but not limited to, sending collection letters as needed, full demands of past due loans, field calls as assigned, workouts of problem loans and recommendation of charge off to Credit Administration management
- Completes, passes and maintains an up to date status for all positional and company required compliance and regulatory courses by assigned due date(s)
- Participates in special projects and assignments and performs other duties as assigned
Customer Service professional
BCBSNC
11.2016 - 05.2017
- Billing & Enrollment Eligibility
- Benefits
- Pharmacy –provide accurate information for drug coverage and claims
- Web support
- Medical Claims
- ASO- Administrative Services Only
- Eligibility
- Benefits
- Pharmacy
- Medical Claims
- Web Support
- Assist member with billing issues, taking payments
- Provide information for prescription drug coverage
- Check to make sure appropriate changes were made to resolve members issues
- Support and be committed to the mission, vision and values of the company by delivering seamless, energetic and innovative service solutions to increase stakeholder satisfaction and retain customers
- Utilize probing and creative problem solving methods to resolve foundational customer inquiries on first contact
- Document corrective measures and provide instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries
- Identify and obtain information and records from customers, members, providers and/or employer groups to correct/update information, claims and membership records when necessary
- Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable BCBSNC practices and policies
- Perform phone/email outreach to BCBSNC vendors and business partners to resolve service issues
- Identify, understand and anticipate customers’ unexpressed needs and concerns in a caring manner
- Work collaboratively with Sales, Healthcare and Network Management partners to further optimize customer, employer group and provider relations by identifying opportunities to promote stakeholder programs
- Promote programs, making sound decisions to apply the most appropriate 'stakeholder centric' course of action to respond to needs
- Educate and encourage customers on use of alternative delivery channels including self-service, web, etc
- Identify and communicate process, product or systems improvement opportunities to improve the overall stakeholder experience
- Interface with local, state and federal governmental entities and plan participants regarding BCBSNC products, services and policies
Administration Assistant
Manpower
11.2016 - 05.2017
- Performed general clerical duties to include but not limited to: photocopying, faxing, mail distribution and filing
- Coordinates and maintains records for staff office space, phones, company credit cards and office keys
- Creates and modifies various documents using Microsoft
Customer Care Agent
Humana Insurance
04.2013 - 11.2016
- Medicare Advantage, PPO (Preferred Provider Organizations), HMO (Health Maintenance Organizations), PFFS (Private Fee For Service) plans
- Billing and enrollment
- Pharmacy
- Medical benefits
- Medical claims
- Assist member with billing issues, taking payments, setting up payment arrangements
- Assist members with benefits for medications copayments and coinsurance
- Provide information for prescription coverage
- Copayments and coinsurance medical benefits
- LEP
- Late enrollment penalty
- Attestation forms, LIS
- Low income subsidy
- Questions and concerns
- Assist with Humana Medicare insurance questions
- Document and create inquiry and take complaints direct members to the correct department as needed
- Check to ensure that appropriate changes were made to resolve customers problems
- Review claims adjustments with members, explain why claims are pending, paid, denied
- Medical Coding
- Review insurance policy terms in order to determine if a procedure will be covered or not
Call Center Customer Care
Xerox/ACS
04.2013 - 11.2016
- Team Lead
- Monitors productivity of customer service representatives and generates reports
- Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets
- Answers questions and recommend corrective services to address customer complaints
- Keys information in to the computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaint
- Studies and standardizes procedures to improve efficiency of subordinates
- Maintains harmony among workers and resolves grievances
Line Technician
Unilever
05.2011 - 09.2013
- Stack boxes on top of the pallets in a certain order and collect the waste of the lines
- As well as write a brief description of the accumulated waste in the building
Education
High School Diploma -
Lakewood High School
Salemburg, NC05-2004
Skills
- Strong negotiation skills
- HIPAA compliance
- Goal-oriented mindset
- Stress tolerance
- Assertiveness
- Organization skills
- Customer service
- Medical billing
- Debt recovery expertise
- Data entry proficiency
Education - Courses
- Billing and Enrollment & Pharmacy, 10/04/13
- Medical Benefits and Medical Claims, 06/06/14
Accomplishments
- Received Collector of the quarter by meeting monthly metrics with accuracy and efficiency.
Timeline
Medical Debt Collector
Revco Solutions
11.2023 - Current
Recovery Specialist
OMNI FINANCIAL
05.2017 - 11.2023
Customer Service professional
BCBSNC
11.2016 - 05.2017
Administration Assistant
Manpower
11.2016 - 05.2017
Customer Care Agent
Humana Insurance
04.2013 - 11.2016
Call Center Customer Care
Xerox/ACS
04.2013 - 11.2016
Line Technician
Unilever
05.2011 - 09.2013
High School Diploma -
Lakewood High School
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