Osvaldo Meza

Work History

Revenue Cycle Reimbursement Analyst

Sinai Health System, Mount Sinai Hospital

Chicago, IL

10.2023 - Current

Conducted data modeling, performance and integration testing.
Worked with a team to build databases and table structures for web applications and dashboards.
Coordinated with insurance provider representatives to follow-up on escalated outstanding claims.
Analyzed financial and statistical data related to revenue cycle, creating in-depth reports to show KPIs.
Processed audits for contract accuracy in regards to insurance reimbursement for integration into EPIC EHR system.
Took over single case agreement contracts with county payer totaling over $2.5 million in accounts receivable.
Created SOPs for training and knowledge improvement purposes.
Compiled department-specific reports to help senior managers identify trends and improve progress.
Collaborated with other analysts to streamline tasks and duties in effort to improve overall efficiency.
Tracked and reported variances between expected reimbursement and remits received across all insurance payers.

Charge Capture Supervisor

Mount Sinai Health System

02.2022 - 10.2023

Evaluated staff performance and provided coaching to address inefficiencies.
Reconciled failed or stalled charges totaling between $700,000 and $900,000 in gross charges monthly
Collaborated with physicians to quickly assess accurate charges and process prompt billing.
Filed and updated patient information and medical records.
Assessed current revenue cycle procedures and implemented improvements to foster efficiency.
Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
Accurately reviewed and entered patient demographic and billing information across multiple EHR systems to enable tracking history and maintain accurate records.
Generated reports and analyzed trends to maximize reimbursement and reduce claim denials.
Supported clinical team members with revenue cycle procedures and addressed issues.
Audited and corrected billing and posting documents for accuracy.
Generated weekly and ad hoc billing and posting reports for management review.
Acted as technical trainer during Epic EHR implementation.

Workforce Management Supervisor

The Chicago Lighthouse

02.2013 - 02.2022

Constructed and established workforce database and master rosters for all active employees including staffing agencies.
Created multiple data tracking reports for staff and inbound traffic assessment.
Developed adherence and staffing trackers to analyze and report call center and agent performance.
Maintain master rosters and benefit time availability logs for auditing and informational purposes while providing weekly updated revisions.
Work closely with human resources to provide accurate and prompt information on agent schedule/shift changes affecting payroll status and assist in addressing employee inquiries regarding benefits.
Review and process requests for use of benefit time and change of shifts/schedules.
Supervise WFM team who oversees entire call center floor of approximately 400 employees for adherence discrepancies which include manipulation of phone lines and codes as well as adjusting of shifts for accurate KPI scores.
Liaised between all department managers to improve workforce insights for staffing preparations and long-term workforce business needs.
Consistently involved in several ongoing projects to improve and maintain consistent KPI figures.
Devised hiring and recruitment strategies for 350-employee company.
Optimized schedules, forecasts and other tools to present to management.
Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
Coordinated ongoing technical training and personal development classes for staff members.
Forecasted expected personnel demands and developed forward-thinking approaches to achieve objectives.
Built external tools to automate program operations and deliver user-friendly implementation.
Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
Maintained current knowledge of industry regulations and legislation to amend policies as needed and promote compliance.
Accurately prepared weekly payroll and tracking data using Paycom and Calabrio systems.
Followed programs closely to assess effectiveness and make proactive changes to meet changing demands.

Customer Service Lead

Transcore

01.2012 - 02.2013

Responsible for supervising and monitoring customer service reps and floor assistants performance.
Provided support and coaching for employees with professional growth and success as key points.
Responsible for monitoring adherence to schedules, call volume levels, and quality control scores.
Reviewed associate performance bi-weekly to identify training needs.
Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.
Coached new team members on service techniques and provided scoring through quality assurance program to meet company guidelines.
Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Planned schedules and workflows based on expected customer demands reducing abandoned contacts by 35%
Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.

Floor Assistant

Staff Management SMX

01.2011 - 01.2012

Assisted customer service reps in handling escalated contacts with regards to policies and procedures.
Maintain a steady flow of customer service by minimizing talk-time impact on escalated calls.
Spoke to customers in native language to increase loyalty and establish relationships.
Assure maximum customer service through monitoring and active communication with service reps Staff Management.
Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Kept up-to-date knowledge of company policies, guidelines, and best practice standards.

Customer Service Representative

Staff Management SMX

09.2010 - 01.2011

Provided assistance to both IPass and non-IPass patrons with accounts in regards to information updates, payment inquiries, and online management as well as discrepancies and possible inconsistencies on account statements and usage history.
Handled payments towards tollway violation notices while also providing all options available towards the resolution of balances due.
Provided primary customer support to internal and external customers.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Evaluated account and service histories to identify trends, using data to mitigate future issues.

Assistant Manager

Zumiez

03.2008 - 11.2009

Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.

Manager

Proactiv/NAK

04.2006 - 02.2008

Recruited and trained new team members and managers for multiple locations.
Executed payroll, budget control, and schedule planning.
Conducted weekly inventories of merchandise and products on display.
Conducted monthly motivation and progress recap meetings with team members.
Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
Onboarded new employees, including training, mentoring and new hire documentation.
Went on to recruit and train 3 team members who moved on to manager promotions.

Summary

Skills

Overview

Work History

Revenue Cycle Reimbursement Analyst

Charge Capture Supervisor

Workforce Management Supervisor

Customer Service Lead

Floor Assistant

Customer Service Representative

Assistant Manager

Manager

Education

Certificate in Data Science And Visualization - Data Management Technology

Timeline

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