April Wallace Email & Phone Number

United States

Primary contact for twelve enterprise healthcare providers, responsible for their success and satisfaction• Awarded top three performance for customer growth opportunities, during first year of employment• Manage client relationships to ensure client retention, positive NPS rating, and revenue health• Lead customer project initiatives including new solution implementations, solution optimization, and performance improvement• Coordinate, schedule and lead client communications, including recurring meetings, business reviews, and annual contract discussions• Prepare and present client business reviews• Analyze client data for performance improvement opportunities and potential solution enhancements• Research, troubleshoot, and escalate client issues and/or solution defects

Dallas

Leader of operational team responsible for the success of healthcare revenue cycle billing company• Implemented AI technologies improving customer revenue collections 33%• Developed operational improvement solutions increasing customer revenues 12%• Reduced company’s operational cost 25% by implementing paperless workflow• Improved employee productivity 22% with development of measurable KPIs• Managed customer implementations projects with minimal to zero workflow interruption

Leader of revenue cycle operation of molecular and clinical laboratory • Achieved 95% cash collection goal• Improved patient cash collections 134%• Reduced DSO 20% by implementing standard operating procedures• Successfully implemented new operational billing system, within first month of hire

Leadership and accountability of the revenue cycle department for molecular testing, international business, and Pharma services.Directed Revenue Cycle Department Re-OrganizationLed the implementation of Xifin billing systemImproved efficiency by identifying appropriate staffing modelRedefined organization reporting structureCreated Key Account positionsDeveloped third party payer notifications processERA and EFT enrollmentRelocated billing office without service interruptionImproved efficiency of hospital billing processAnalyzed and eliminated duplicate accountsImproved cash pay 25% by development of compliant patient billing processDevelopment of down payment pre-pay programImplementation of indigent program tracking and utilizationReduced patient eligibility payer rejections 45%Created and implemented front end eligibility verification processAchieved quarterly cash goals of 95% in all of 2012.Ownership of all pricing related functions.Coordinated coding review and validations with outside consultantCreated and maintained all fee schedules, systems, and pricing worksheetsResponsible for all company communicationsEstablished pricing as voting member of pricing committeeOversee performance management process using performance metrics.Manage staff recruitment and selection process and oversee administration of annual employee performance appraisals. Primary contact for at risk clients and sales issues.

Analyzed revenue cycle department processes and data.Identified, designed and implemented process efficiencies, productivity capability, and cost reductions.Reduced front end cycle time five days through improved efficiency Created and implemented front end workflowReduced unbilled charges 65%Identified and implemented standard operating proceduresReduced top 10 insurance rejections 26%Identification of root cause Reduced self pay write offs of hospital patients by 10%Implemented patient match processDeveloped standard metrics for data entry and cash posting.Maintained appropriate project documentation including project charter, progress updates and final reports.Created and maintained control charts for key performance indicators.Mentored Six Sigma Green Belts on project execution

Leadership and accountability of the revenue cycle department for four dermatopathology laboratories across the Southwest.Achieved and maintained Green Light status for third party cash collection goalsImproved efficiency by Collector assignmentsAchieved and maintained Green Light status for client AR>90Created monthly installment process for at risk clientsLed the implementation of Centricity billing systemLed the implementation of Onbase Document workflow processImplemented Lock Box Imaging processAssisted with design and build-out of new billing facilityInstitute internal controls, develop and implement billing policies and procedures to comply with Company, State, and Federal guidelines. Oversee performance management processes using performance metrics.Manage staff recruitment and selection process and oversee administration of annual employee performance appraisals. Develop and maintain strong collaborative relationships with Sales, Operations, Finance, Managed Care, and IT departments.

Drove improvement in all areas impacting the payment of limited coverage services for 12 business units. Managed coordinators in various business units nationally.Coordinated the creation and distribution of MLCP reference guides and training documents.Analyzed and trended current denials.Led preparedness teams with cross functional membership.Maintained editing table for all limited coverage policies.Monitored multiple Medicare jurisdictions for drafts, changes, and retirement of policies.Developed Microsoft Access database to streamline customer contact requests.Team Leader 5/1998 - 7/2004Managed Customer Service - Outgoing Calls.Managed outside field personnel in various areas of Texas.Managed Account Receivables for billing system close down.Managed Patient Customer Service and Missing Information Departments.Successful turnaround of service level to patients and clients.Assisted in the creation and implementation of third party review process.Obtained and maintained “Green Light” status in all metrics.Missing Information Supervisor 12/1994 - 5/1998Developed billing data entry process.Created and implemented 100% Review process.Created edit review processes.Implemented TNRP process