Nicole Owens
Owings Mills
Summary
Highly organized and detail-oriented Retina Drug Coordinator with strong work ethic and dedication to achieving goals. Skilled at aspects of obtaining insurance authorizations, developing and maintaining documentation systems, working closely with Wilmer's billing office, and maintaining a communication with all providers and patients. Knowledgeable in project management principles, business processes and customer service best practices. Knowledgeable of JHU Professional Billing Services rules and regulations.
Overview
14
14
years of professional experience
Work History
Retina Drug Coordinator
Johns Hopkins University Wilmer Eye Institute
11.2018 - Current
- Ensures that all compliance standards are met when facilitating all aspects of the pre-authorization intravitreal injection process.
- Effectively communicates and coordinates with Wilmer Billing Office regarding changes in CPT and HCPCS coding.
- Ensures that all parties are aware of insurance changes related to Retina drug authorizations.
- Maintains knowledge of JHU Professional Billing Service rules and regulations.
- Collects time of service payments and prepares cash settlement records.
- Successfully initiated an in-house appeals process to prevent Retina Drug Revenue from being written off.
Member Service Supervisor
BJS Wholesale Club
10.2018 - 12.2022
- Responded to customer calls and emails to answer questions about products and services.
- Completed training and worked effectively under high-pressure client services environments.
- Directed floor operations in busy center handling daily inquiries.
- Generated monthly reports covering areas such as payment and demographics.
- Developed and implemented strategies to increase sales and improve customer service.
- Developed and implemented incentive programs to increase sales and customer loyalty.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Helped customers understand benefits with thorough, knowledgeable and friendly explanations.
- Enhanced member satisfaction by providing exceptional customer service and resolving complex issues.
- Coordinated seamless shift transitions resulting in minimal disruption of workflow while adhering strictly to standard operating procedures.
Litigation Recovery Specialist
Imperial PFS
01.2014 - 09.2018
- Managed a high volume of accounts while maintaining a professional demeanor and attention to detail.
- Optimized workflow processes for increased efficiency, enabling the team to handle more cases effectively.
- Evaluated customer financial situations, offering tailored solutions that benefited both parties involved.
- Developed individual treatment goals based on history and diagnosis.
- Utilized strong negotiation skills to persuade debtors toward mutually beneficial payment plans or settlements, avoiding costly litigation when possible.
- Reviewed accounts and provided recommendations regarding repossession actions.
- Negotiated payment arrangements with customers, resulting in increased revenue and reduced delinquencies.
Business Analysis Associate
Prudential Financial
01.2010 - 09.2014
- Performed quality reviews of complex illustration transactions daily.
- Trained associates on different products and company used systems.
- Identified training needs, wrote training manuals, and Standard Operating Procedures to new hires.
- Analyzed customer data to identify trends and anticipate customer needs.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Optimized departmental processes with the implementation of innovative strategies, resulting in improved efficiency and reduced costs.
- Conducted comprehensive market research to identify emerging trends and opportunities for growth within the industry.
- Collaborated cross-functionally to develop new products, leading to an expanded product portfolio for the company.
- Provided analysis reports to insurance agents for their client's life insurance policies.
Education
Master of Science - Public Finance
Purdue Global
West Lafayette, IN05.2027
Skills
- EPIC
- Document Control
- Insurance Verification
- Database Administration
- Microsoft Office
- Knowledge of medical insurance, CPT codes, HCPCS codes, SEC and FINRA terms
Timeline
Retina Drug Coordinator
Johns Hopkins University Wilmer Eye Institute
11.2018 - Current
Member Service Supervisor
BJS Wholesale Club
10.2018 - 12.2022
Litigation Recovery Specialist
Imperial PFS
01.2014 - 09.2018
Business Analysis Associate
Prudential Financial
01.2010 - 09.2014
Master of Science - Public Finance
Purdue Global
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