Diandra Douglas - Roberts
Douglasville
Summary
Finance and Administrative Specialist focused on payment recovery and claims management in the healthcare industry. Skilled in identifying overpayments, resolving billing discrepancies, and ensuring accurate healthcare claims processing. Certified in Jira and customer service, with exceptional attention to detail and strong collaboration skills for cross-departmental operations. Expertise in invoicing, bookkeeping, and bank reconciliation enhances contributions to efficient financial operations and compliance. Committed to improving payment recovery processes while delivering exceptional service to stakeholders in the healthcare sector.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Payment Recovery Specialist
Zelis Payments
01.2025 - Current
- Specialized in payment recovery and claims management in the healthcare sector. Identified overpayments and communicated with stakeholders to resolve billing discrepancies. Reviewed healthcare claims for accuracy and compliance, researching account issues for smooth operations. Communicated with clients via email and phone to address questions and resolve issues. Handled invoicing for failed fees and reprocessed fees as needed. Troubleshot billing and account discrepancies, collaborating with other departments for resolution. Maintained detailed records of all interactions and resolutions.
- Created tracking reports to monitor unresolved claims, improving recovery visibility and efficiency.
- Recovered over $300,000 in fees owed through detailed account audits and timely follow-ups.
- Recognized by management for outstanding accuracy in claim documentation and recovery reconciliation.
Customer Service Rep
Zelis Payments
04.2024 - 01.2025
- Responded to inbound calls from patients and providers regarding claims and payments. Logged interactions accurately in company systems for future reference. Escalated complex issues to supervisors to ensure timely resolution.
- Handled over 100+ client calls daily.
- Consistently ranked among the top 10% of representatives for quality assurance and call compliance.
- Achieved an average call resolution time of under 5 minutes, exceeding department goals.
Patient Access Specialist (Seasonal)
SPECTRAFORCE
09.2022 - 12.2024
- Assisted patients with benefits and insurance documentation for a seamless experience. Managed high-volume interactions via phone, email, and chat while maintaining confidentiality. Generated and managed records supporting billing accuracy and operational integrity.
- Processed 50+ patient registrations daily while maintaining 99% accuracy in insurance verification.
Administrative Assistant & Refunds Clerk
Jolly Harbour Marina & Boat Yard
10.2017 - 02.2022
- Managed client communications and processed financial transactions accurately. Assisted with scheduling, payroll tasks, and compliance with company policies. Maintained and organized files, records, and documentation for easy retrieval. Prepared reports, invoices, and correspondence for management and clients. Coordinated meetings, appointments, and company events. Provided support for inventory tracking and supply orders. Conducted account reconciliations, deferred revenue tracking, and cost accounting. Assisted with financial reporting and ensuring accuracy in accounting records. Ensured smooth operational workflow through detailed data entry and organizational support. Handled confidential information with discretion and maintained office procedures.
- Reconciled daily cash deposits exceeding $10,000 with zero discrepancies for over 3 consecutive years.
- Implemented a filing and scheduling system that increased administrative efficiency by 25%.
- Conducted cash counts, bank deposits, and account reconciliations, maintaining accurate financial records.
Front Desk Receptionist
Mount Saint Johns Medical Center
11.2014 - 10.2017
- Created a welcoming environment for patients and visitors while managing communications. Maintained organized reception area and ensured HIPAA compliance. Coordinated with medical staff to facilitate patient flow and address inquiries professionally.
- Greeted and assisted 50+ patients and visitors daily, maintaining a welcoming and professional environment.
- Recognized for providing exceptional customer service and maintaining HIPAA compliance in all interactions.
- Managed multi-line phone system, responding to 100+ calls weekly with a 95% first-contact resolution rate.
Education
Associate’s Degree - Accounting
Iowa Central Community College
12.2026
Administrative Assistant Career Diploma - Administrative Assistant
Penn Foster
03.2016
Skills
- Payment Recovery & Claims Resolution
- Accounts Receivable & Reconciliation
- Healthcare Operations & HIPAA Compliance
- Customer Service & Client Relations
- Settlement & Debt Negotiation
- Payroll & Financial Administration
- Invoice & Payment Processing
- Administrative & Clerical Support
- Microsoft Excel, Word & Outlook
- QuickBooks & Accounting Software
- Microsoft Teams & Slack
- Documentation & Record Management
Accomplishments
- Successfully managed high-volume account queues by prioritizing urgent cases and maintaining exceptional accuracy and attention to detail.
- Recovered thousands in unpaid fees by identifying billing discrepancies and resolving payment variances with providers.
- Improved documentation workflows, reducing errors and speeding up daily operations.
Certification
- Technical Support Fundamentals, Coursera, Issued Jan 2023,
- Excel Bootcamp, ABIA, Issued Aug 2018
- Quickbooks 2, ABIA, Issued Aug 2018
Languages
English - Native
Timeline
Payment Recovery Specialist
Zelis Payments
01.2025 - Current
Customer Service Rep
Zelis Payments
04.2024 - 01.2025
Patient Access Specialist (Seasonal)
SPECTRAFORCE
09.2022 - 12.2024
Administrative Assistant & Refunds Clerk
Jolly Harbour Marina & Boat Yard
10.2017 - 02.2022
Front Desk Receptionist
Mount Saint Johns Medical Center
11.2014 - 10.2017
Administrative Assistant Career Diploma - Administrative Assistant
Penn Foster
Associate’s Degree - Accounting
Iowa Central Community College