Bobby Lilich Email & Phone Number

Bixby, Oklahoma, United States

Develop operational metrics, create KPI reports, and present relevant findings to executive team. Administrate NISC iVUE application resources and service order workflow templates for the organization. Research and document best practices, propose business rules, and refine existing processes based on stated priorities. Build and maintain intranet team pages, document libraries, and form submissions. Drive enterprise-level effort to define tasks, assign ownership, communicate user expectation, and coach supervisory oversight. Build and automate data queries based on requests submitted via user story.

Bixby, Oklahoma, United States

Coordinate with multiple team and department SMEs for deployment of enterprise-level process changes and product rollouts. Serve as the designated representative of the Operations Department during project planning discussions with product and technical teams. Function as the technical writer for documentation including standard operating procedures, workflows, external client communications, FAQs, and internal training guides. Perform initial review and troubleshooting of new products to later demonstrate operation to identified teams. Hold monthly meetings with Change Officers from multiple teams and departments as part of the designated Process Enhancement Program (PEP). Build Salesforce reports and related dashboards for research and leadership presentation purposes. Organize and manage transition of documentation from SharePoint to Salesforce Knowledge as part of enterprise-level initiative. Execute external client communication plan for marketing approved material based on identified business need and designated medium. Assist with EHNAC and SOC2 organization certification. Maintain organizational charts and track changes between iterations.

Oklahoma City, Oklahoma Area

Managed the Technical Analyst and Provider Enrollment teams, including approval of time, performance reviews, and delegation of projects. Met with management to establish benchmarks and handle escalated issues. Served as payer connection and provider enrollment SME on client calls in conjunction with client service leadership. Successfully implemented HPE with Agile workflow into existing team process after company-wide shift to new software. Developed rebate report for use by accounts receivable and payable to reconcile vendor invoicing with measurable impact to billing process. Drafted client communication regarding payer connectivity issues, planned system maintenance, and necessary updates for provider enrollments. Incorporated automated enrollment system into established workflows, including plan for transitioning clients and updating process documentation.

Oklahoma City, Oklahoma Area

Developed training material for all internal tools and a formal new-hire training program, where all prior training was conducted ad hoc. Conducted scheduled classroom and impromptu one-on-one training as needed. Composed client-facing user guide for company website where none existed previously by working in conjunction with members of Client Services and IT to research website functionality and define processes. Created and implemented QA program with accompanying documentation and metrics for client ticketing system, coordinated beta testing period, trained supervisors to perform QA, and codified best practices based on gathered feedback.

Oklahoma City, Oklahoma Area

Served as the single point of contact for payer connectivity prior to company acquisition. Created and documented processes associated with developing and maintaining payer connections. Led project to transition ANSI transactions from 4010 X12 to 5010 X12 format. Responsible for presenting ownership with compiled rebate totals and possible revenue growth opportunities. Utilized multiple UNIX and SQL database scripts commands to perform daily tasks. Tasked with creating transition plan for payer transactions (10 million per month) to new platform, ensuring minimal interruption to clients. Created plan for ICD-10 payer testing with controlled rollover to reduce impact to business operations.

Oklahoma City, Oklahoma Area

Served as the first point of contact for some of the largest hospital groups in the country. Worked with contacts throughout the client organization to handle issues ranging from connectivity to contract negotiations. Conducted on-site and web-based training on website functionality. Trained multiple Associate Client Advocates in both one-on-one and team settings. Attended conferences to meet with existing accounts and answer questions from prospective clients. Conducted phone and in-person interviews for new hire positions. Drafted and edited client correspondence for informational accuracy, grammar, and syntax.

Oklahoma City, Oklahoma Area

Worked with Client Advocate to manage assigned accounts. Handled EDI and ERA enrollment paperwork for multiple clients, providers, and payer organizations. Researched varied and often extemporaneous client issues regarding claim processing and payments. Organized reports and information for presentation to leadership within expedited time frame. Handled accounts assigned to Client Advocate in their absence.

Oklahoma City, Oklahoma Area

Reviewed automotive estimates to ensure that repairs matched damages reported. Once estimate was approved or modified, communicated the results either directly to the insured, or issued payment to other insurance carrier. Passed certification exams after 12 weeks of automotive training. Assisted Liability Department when volume was high, which involved direct communication with insured, injured parties, and law enforcement when applicable. Negotiated with other carriers when disputes arose and spoke with automotive shops when clarification was required.

Bachelor Of Arts (B.A.), Philosophy, 3.5 Gpa

Education record