Osvaldo Meza
Chicago,IL
Summary
Revenue Cycle Reimbursement Analyst with over 10 years of experience in workforce optimization and analytical forecasting, data validation, and strategizing. Extensive experience in customer service leadership, workforce analytics, data entry & mining, and sales management. Passionate about quality, punctuality, and efficiency with a strong work ethic and teamwork approach. Record of improving productivity, efficiency, and profitability. Highly communicative individual with expertise delivering technical information to audiences in easily-understood pragmatic terms. Skilled in planning and budgeting, employee training, and customer relations.
Overview
18
18
years of professional experience
Work History
Revenue Cycle Reimbursement Analyst
Sinai Health System, Mount Sinai Hospital
10.2023 - Current
- Coordinated with insurance providers to verify customer's policy benefits in relation to claims.
- Contributed knowledge to help improve financial management, billing and tracking systems.
- Took over single case agreement contracts with county payer totaling over $1.2 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.
- Trained department employees in proper billing and accounting procedures.
- Modified, updated and processed existing policies.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
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.
Education
Certificate in Data Science And Visualization - Data Management Technology
Northwestern University
Evanston, IL08.2020
Skills
- Fluent in English and Spanish
- Payroll planning and budget control
- Proficient in Micorsoft Excel, Word, PowerPoint, and Publisher
- Experience with Epic, NextGen, Meditech, and Patient Keeper EHR systems
- Acted as Epic technical trainer during Epic EMR launch
- Adept with Python, SQL, and VBA reporting tools
- Cisco Reporting and Contact Center Application knowledge
- Twilio Flex reporting and application knowledge
- Experienced with ADP and Paycom Payroll Reporting and Functions
- Leadership training and development
- Recruitment experience
Timeline
Revenue Cycle Reimbursement Analyst
Sinai Health System, Mount Sinai Hospital
10.2023 - Current
Charge Capture Supervisor
Mount Sinai Health System
02.2022 - 10.2023
Workforce Management Supervisor
The Chicago Lighthouse
02.2013 - 02.2022
Customer Service Lead
Transcore
01.2012 - 02.2013
Floor Assistant
Staff Management SMX
01.2011 - 01.2012
Customer Service Representative
Staff Management SMX
09.2010 - 01.2011
Assistant Manager
Zumiez
03.2008 - 11.2009
Manager
Proactiv/NAK
04.2006 - 02.2008
Certificate in Data Science And Visualization - Data Management Technology
Northwestern University
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