Zipporah Maina

Billing & Collections Specialist with 9+ years of healthcare revenue cycle experience, managing the full billing cycle from claim submission through payment posting, A/R aging, and patient collections. HIPAA-certified with hands-on experience in WebPT and Therabill from a US-based physical therapy practice, and a proven record of clean-claim submission, EOB interpretation, and Medicare/Medicaid billing. Skilled in outbound patient collection calls, negotiating and setting up payment arrangements, and resolving outstanding balances with professionalism and empathy.

Currently a Team Lead in a remote healthcare billing environment with a 98% quality rating, working independently with a reliable home office setup and strong written and verbal English communication, bringing proven ownership of A/R and collections outcomes to a remote billing and collections role.

Team Lead / Billing Agent / Customer Service Representative at ONQ Kenya (2021-11 – Present)

Lead a healthcare billing and collections team, overseeing A/R aging, outstanding balance follow-up, and staff performance, achieving a 98% quality analysis rating and an Employee of the Year recognition.

• Make outbound calls to patients regarding outstanding balances, set up and monitor payment arrangements, and process claim submission and payment posting across multiple EMR and billing platforms, including Availity, eClinicalWorks, NextGen, Athenahealth, Epic, Imagine Billing System, and Chartswap.
• Handle patient-facing billing calls and inquiries regarding statements, balances, and insurance responsibility with professionalism and empathy, while driving SOP and workflow improvements that strengthen collections outcomes.

Medical Billing & Administrative Virtual Assistant at CrewBloom (BPO) (2021-01 – 2021-09)

• Owned the full billing cycle within WebPT and Therabill for a US-based physical therapy practice: claim submission, payment posting, and outstanding balance follow-up.
• Followed up on unpaid balances and denied claims by phone and email to resolve accounts and reduce accounts receivable aging.
• Maintained accurate patient billing records and supported scheduling and front-desk coordination, ensuring smooth communication between billing, clinical staff, and patients.

BSc in Business Information Technology – Jomo Kenyatta University of Agriculture and Technology (JKUAT)

Higher Diploma in Project Planning and Management