Catherine Derricks
Elkridge,MD
Summary
Accomplished Senior Customer service and Collection Specialist with over 20 years of call center experience, specializing in medical collections and revenue cycle management. Proven record of expertly navigating patients through the complexities of medical insurance, billing discrepancies, and payment queries. Renowned for maintaining a consistent 95% Quality Assurance (QA) score while using Epic software to streamline patient data and electronic heath records in a remote environment. Expert in HIPAA compliance, multi-system navigation and mentoring incoming staff to elevate overall team performance.
Overview
22
22
years of professional experience
Work History
Senior Collections Representative
Receivable Outsourcing LLC/ Cognizant Technology
Cleveland, OH / Remote
04.2024 - Current
- Manage a high-volume daily work queue with active healthcare receivables valued at $1M, consistently exceeding monthly collection metrics by 15-20%.
- Maintained a stellar 95% average QA score by delivering exceptional service across 100+ inbound and outbound calls daily, maximizing customer satisfaction ratings.
- Utilized an expansive suite of hospital patient accounting systems including Epic, STAR and Meditech to maintain precise records.
- Improved data accuracy by efficiently integrating and updating critical patient and guarantor details (names, dates of birth, insurance information) for financial clearance.
- Deliver expert-level support in the coordination of insurance verification to determine patient eligibility, co-pays, deductible, and coinsurance.
Collection Representative
RA Rogers
Crofton, MD
11.2023 - 04.2024
- Assessed debtor financial information
- Using effective resolution techniques and ensuring strict compliance with all financial regulatory requirements.
- Improved data accuracy by efficiently updating credit union details, including names, addresses, and dates of birth within the internal database.
- Delivered expert level support in coordination with the credit union to resolve outstanding checking, savings and loan accounts.
- Resolved complex account inconsistencies by leading targeted negotiations, securing optimal settlements and repayment terms based on client stipulations.
- Utilized advance skip tracing tools to find consumers and refresh outdated account contact details
- Handled 100+ outbound and inbound calls daily with goal of collecting owed debt.
Collection Representative
State Collections
Madison, WI / Remote
05.2023 - 11.2023
- Educated patients on financial responsibilities, set up compliant payment plans, and evaluated patients for Financial Assistance Policies (FAP).
- Documented all patient communication, disputes, and formal payment arrangements accurately within CRM database.
- Audited past-due self-pay accounts to verify correct insurance processing prior to initiating the collection process.
- Handled an average of 100+ inbound and outbound calls daily, swiftly resolving billing discrepancies and processing secure credit/ACH payments.
Senior Collections Representative
Receivables Outsourcing LLC/Cognizant Technology
Linthicum Heights, MD / Remote
05.2013 - 05.2023
- Manage a high-volume daily work queue with active healthcare receivables valued at $2M, consistently surpassing monthly collection goals by 40-50%.
- Maintained a stellar 95% average QA score over a 10-year tenure by delivering exceptional service across150+ daily patient interactions, maximizing customer satisfaction ratings.
- Navigated hospital patient accounting software (Epic, STAR and Meditech) daily to track and manage outstanding medical accounts.
- Improved data accuracy by efficiently integrating and updating critical patient and guarantor details (names, DOB, insurance information) for financial clearance.
- Provided advanced insurance coordination support, interpreting copays, coinsurance, and deductibles to resolve patient inquiries.
- Audited past-due self-pay accounts to verify correct insurance processing prior to starting the collection process.
Collections Team Lead
NCO Financial Systems
Jessup, MD
01.2004 - 12.2013
- Streamline collection operations by executing thorough operational audits of individual collection units
- Assessed key collector performance metrics including call volume and conversion rates to drive continuous improvement and boost monthly liquidation outcomes.
- Resolved high level escalated calls using advance problem-solving skills, securing optimal settlements and repayment terms based on client stipulations.
- Facilitated and distributed real-time hourly team and division productivity reports to team members and division leadership.
- Coordinated attendance scheduled and managed team vacation request to ensure call center, coverage aligned with client demands.
- Utilized advance skip tracing tools to locate consumers and refresh outdated account contact details.
- Completed bi-weekly payroll for 30 employees.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Education
Accounting
Morgan State University
01.1993
Skills
- Healthcare & Benefit Navigation
- Complex Problem Resolution
- HIPAA Compliance
- Call Center Operations
- Team Mentoring
- Attained perfect scores on FDCPA and client specific test
- Time Management
- Operational Audits
- Remote Collaboration & Workspace Autonomy
- Multitasking
- Excellent communication
- Organization and time management
- Problem-solving
- Customer service
- Teamwork and collaboration
Timeline
Senior Collections Representative
Receivable Outsourcing LLC/ Cognizant Technology
04.2024 - Current
Collection Representative
RA Rogers
11.2023 - 04.2024
Collection Representative
State Collections
05.2023 - 11.2023
Senior Collections Representative
Receivables Outsourcing LLC/Cognizant Technology
05.2013 - 05.2023
Collections Team Lead
NCO Financial Systems
01.2004 - 12.2013
Accounting
Morgan State University