Elizabeth Cooper

About Elizabeth Cooper

Highly Accomplished and Results Driven Customer Service and Collections Operations Manager with over 25 years of experience enhancing customer satisfaction. Proven track record of exceeding collection targets and significantly reducing accounts receivable, improve key performance indicators, and implement system enhancements that streamline processes and drive efficiency. Adept at building strong client relationships, mitigating risk, and leading high performing teams to achieve ambitious goals. Passionate about best practices to create exceptional customer experiences while maximizing profitability.

Experience

1. Network Customer Service & Collections Operations Manager

   Hackensack Meridian Health

   Jan 2021 — Present · Hackensack, NJ, US

   Manages a hybrid team of 50 members across 5 units, ensuring high-quality customer service for all HMH Hospital Facilities and HMH Professional billing. • Surpass self-pay collection targets consistently while leading the launch of a web-based call center. • Achieved Hall of Fame Coaching Awards in 2022, reflecting commitment to staff development and operational excellence.• Assisted with implementation of MyChart, Single Business Office, ReEngineered Patient Friendly Statements. • Vendor Integration and Performance, including RFP for collection agencies to optimize service delivery. • Comprehensive Team Training & Metrix Reporting.

Education

• Fairleigh Dickinson University

  Bachelor of Arts - BA, Health Care Sciences/Health Care Management

• Kovats

  Real Estate Appraiser, Residential Appraisal

  2007 — 2007

• American Society of Appraisers

  Machinery & Equip Valuation/Appraisal 3 of 4, Machinery and Equipment Appraisal

  1997 — 1999

• Bergen Community College

  Business Administration - AS, Business Administration and Management, General

Skills

• Customer Relationship Management (Crm)
• Team Building
• Management
• Negotiation
• Problem Solving
• Call Centers
• Healthcare
• Business Development
• Microsoft Office
• Sales
• Training
• New Business Development
• Forecasting
• Financial Services
• Crm
• Customer Service
• Business Process Improvement
• Analysis
• Banking
• Risk Management
• Credit
• Portfolio Management
• Contract Negotiation
• Supervisory Skills
• Process Improvement
• Leadership
• Team Leadership
• Accounting
• Vendor Management
• Financial Analysis
• Human Resources
• Insurance
• Strategic Planning
• Call Center
• Metrics
• Outlook
• Relationship Management
• Budgets
• Finance
• Cross-Functional Team Leadership