I lead the quality services team in the criminal department. This is a multifunctional team focused on learning and development, creating and generating reporting for the department, managing policies and procedures, and collections. I manage projects using a tool called Teamwork. I am the subject matter expert for learning development and training. I am building an onboarding and training program from scratch using micro-learning, e-learning, and other adult learning methods. I work with… Show more I lead the quality services team in the criminal department. This is a multifunctional team focused on learning and development, creating and generating reporting for the department, managing policies and procedures, and collections. I manage projects using a tool called Teamwork. I am the subject matter expert for learning development and training. I am building an onboarding and training program from scratch using micro-learning, e-learning, and other adult learning methods. I work with upper management to manage team priorities and work with other departments across the organization to assess needs. Show less

I managed a team of 30 focused on revenue collection from patients and insurance payers. I resolved complex billing issues and managed patient satisfaction. My role also included reporting, managing team priorities, and working with directors to ensure providers were paid on time. My team also included the call center. I created new processes for answering inbound patient calls, monitored call quality, and trained the team in various skills to improve interactions and increase collections.

I led a team of trainers and took on major projects. One of my largest projects was creating and staffing a new training hotline. The hotline was responsible for assisting trainers during a large implementation project. I hired from outside and within the company. The hotline was a huge success and helped to lighten the load on the training staff.I also created a customer certification program for Greenway Intergy. This project succeeded in bringing in additional, long-term… Show more I led a team of trainers and took on major projects. One of my largest projects was creating and staffing a new training hotline. The hotline was responsible for assisting trainers during a large implementation project. I hired from outside and within the company. The hotline was a huge success and helped to lighten the load on the training staff.I also created a customer certification program for Greenway Intergy. This project succeeded in bringing in additional, long-term revenue. It included overseeing the instructional design of the program, coordinating registrations with the sales team, and communicating with customers. Show less

I created internal and external training that was delivered as instructor led (ILT and VILT) and self-paced eLearning. I created an award-winning new hire onboarding program. This project involved consulting with all levels of the company, from the c suite to first level management. This program was used to onboard thousands of employees.I built training for all departments. This training included revenue cycle management (RCM), product usage, and soft skills training. Examples… Show more I created internal and external training that was delivered as instructor led (ILT and VILT) and self-paced eLearning. I created an award-winning new hire onboarding program. This project involved consulting with all levels of the company, from the c suite to first level management. This program was used to onboard thousands of employees.I built training for all departments. This training included revenue cycle management (RCM), product usage, and soft skills training. Examples include training on presentation skills, improving writing skills, the history and current state healthcare industry, meeting federal incentive program requirements, and much more. Show less

I trained customers on product usage and workflows. This training included practice management and EHR / EMR products. I consulted with customers to post payments, enter charges, bill insurance companies, resolve insurance billing issues, ERA entry, and clinical workflows. I worked with office staff and doctors in a variety of settings including family practice offices, community health centers, radiology offices, cardiology offices, and many more.I also trained and mentored existing… Show more I trained customers on product usage and workflows. This training included practice management and EHR / EMR products. I consulted with customers to post payments, enter charges, bill insurance companies, resolve insurance billing issues, ERA entry, and clinical workflows. I worked with office staff and doctors in a variety of settings including family practice offices, community health centers, radiology offices, cardiology offices, and many more.I also trained and mentored existing and new trainers. My knowledge from being a support tech was a benefit as it helped me show other trainers how to use UNIX environments, implement workflows, and work with a variety of customers Show less

I supported and advised customers on the use of practice management and EHR software. These included Medical Manager and Intergy. I worked with customers to resolve accounting issues, correct software issues, and advise them on workflows.I was also tasked with training my fellow support techs on customer service, electronic payment issues, electronic prescription issues, radiology information systems (RIS), and more.