Chris Higdon Email and Phone Number

• Currently managing 27 employees and five hospital systems in five different states• Manage and troubleshoot $1M in revenue cycle impact daily• Developed an Identity Theft Process for Mount Carmel that reduced loss in revenue from $352K a year down to $10K in 5 years. Served on the Privacy & Security Council where I reported out on the progress of this program, shared recommendations for improvement, and gave insight into other hospital security risks and policies. • Managed Call Center and Revenue Cycle Operations for five hospital systems• Responsible for managing 30 EPIC work queues and Mychart responses to patients within 48hrs as well as approving high level adjustments• Review accounts with balances $10K and higher to make recommendations for Bad Debt placement, insurance rework, and charity adjustments.• Oversee the integration of vendors within the Trinity system into our customer service team • Accountable for payroll, managing time away, and administering corrective action plans• Perform 50 quality audits on staff monthly • Train new associates in 14 system applications and web based resources, including Healthquest, Chartmaxx, Powerchart, EPIC, NextGen, Cisco Finesse, & more..• Report out on business metrics and key performance indicators daily• Manage 45 reports, ATBs, and assignments weekly which impact active AR and Bad Debt• Foster relationships with RHM leaders in order to refine processes, identify training gaps, and evaluate AR flow.• Managed inbound calls queues and maintained an abandonment rate less than 5%• Managed specialty programs like Mount Carmel SAFE, Financial Assistance, Victims of Crime, and Client Billing

Develop comprehensive class plans for instructors to facilitate optimal learning amongst various levels of student experience and class focusesDeveloped and manage an internal website for current clients to help provide learning tools, notices of special events, and resources that help them to increase retention and stay connected with the school.Implemented and manage a martial art billing/member management system (Rainmaker). I researched ROI for conversion from our previous member management software (Member Solutions), managed the implementation, and continually work with the owner to maximize its effectiveness to reduce handling time of accounts, improve revenue collection opportunities, and provide centralized reporting for both of our school's locations.Instruct classes of varying experience levels and focuses. Constantly adjust to variances in class sizes, age groups, and content requirements to provide students with a class experience that allows them to easily learn material, get sufficient practice through disguised repetition, and is engaging.Developed and implemented an Instructor Training Program (ShockWave). I provided regular materials, evaluation tools, online learning videos, and conduct bi-monthly onsite training sessions to sharpen the skills of new instructors and teach seasoned staff how to tie the knot between business objectives and client satisfaction.Design profit generating seminars and tournaments to increase revenue within the school and provide students with additional opportunities to engage with other members of the school.Assist with the development of tuition plans, cost for services, and membership contract provisions.Sell prospects, renew existing members on continued tuition plans, and upgrade members to plans with more features to maximize their investment.Create marketing strategies and work with the business owner and project manager on how to implement them within the school in order to bring in new clients

* Resolve escalated patient issues received through our complaint hotline, attorney general's office, better business bureau, Quickbase, emails, and live assists with phone representatives.* Manage the tracking and submission of sexual assault cases to the attorney general's office in order to facilitate payment for the SAFE program. Perform recons and help troubleshoot issues with the SAFE program.* Work collaboratively with clinical leadership to help bridge the gap between patient care issues and billing concerns.* Compile monthly reports to provide leadership with feedback regarding the performance of our collections department.* Regularly update an internal website that I created for our department to keep them current on team statistics, resources, and a library of information to assist in day-to-day problem resolution.* Help troubleshoot phone equipment, software, and computer issues within the department in order to minimize IT tickets and intervention.* Investigate all claims of identity theft and fraud in order to find the person's who utilized the hospital's services and facilitate the correction of the medical record. Collaborate with local authorities to provide evidence needed to prosecute known offenders of fraud and theft.* Create employee report cards that aid leadership in the evaluation of associate performance in relationship to the department goals. I also publish these reports to the department website in order to make them available to front line associates so that they can stay current on their performance.* Actively work with vendors and third party liasons' to troubleshoot issues with system software and patient accounts.* Participate in Trinity work groups to help steer changes and future upgrades to our new EPIC software.* Provide education and training to front line and management staff in order to help resolve common issues and trends.

• Manage daily staffing requirements; scheduling, attrition, coaching, T&D, and administer corrective action(s) to enforce company & departmental policy• Develop and implement policies that help us to maintain compliance with HIPAA, Compliance, and other regulations as set by Trinity Health Systems.• Trend, report, and develop strategies to improve the performance of our customer service and collections based call center• Collaborate with our IR department to formulate new, innovative ways to utilize our Chartmaxx program to steamline workflows for our financial assistance program and incorporate eFORMS into our other business units.• Manage the pending Medicaid program and partner with our FirstSource vendor to obtain reimbursement for patients that require government aid.• Coordinate with the Ohio Attorney General's Office to resolve patient complaints and obtain reimbursement for Mount Carmel's sexual assualt cases (SAFE Program).• Facilitate escalated calls, respond to customer correspondence, and perform call monitoring to ensure the proper delivery of service

Developed, implemented, and managed the first Corporate Quality Management Program for CCS Medical, the second largest mail-order diabetes distributor in the nation and nearly a $600 million dollar company.Developed and managed the first quality assurance databases for tracking, trending quality performance, monitoring the productivity and developed training strategies around the key threats to the businessPartnered with the operations management team to develop action plans for improving the skill set of their lowest performersDeveloped metrics to measure the productivity of the QA team and conducted regular SWOT analysis (Strengths, Weaknesses, Opportunities, and Threats) to determine our effectivenessMotivated and managed a team of 8 employees over 4 remote sites. Served as a project lead in the implementation of the company’s new operating system (PIMS), in 4 remote sites.Developed and implemented the first classroom based training materials for our new corporate application in four separate rollouts over multiple sitesPartnered with our management team to conduct reviews on the performance of our trainers in order to certify them in core competencies which related to their positions, i.e. presentation skills, feedback and question skills, etc.

• Instructional designer for job aids, handouts, and training manuals• Certified in all three levels of training cornerstone competencies by our Director of Learning and Performance Improvement• Facilitated new hire orientation, system training, soft-skills classes, product training, monthly skill enhancement sessions, and HIPAA / Compliance training• Developed and implement scripting and documentation templates for various departments in sales, reimbursement, and customer service• Developed and facilitated motivational leadership training and presentations* Customer Service Agent with CCS Medical, formerly Express Med from 2002 - 2003

• Assisted our Information Technology department with the development and design of a production management application• Entered data from our sales field into the production management application, distributed work accordingly within the department, reported our productivity stats, served as a consultant on conference calls with multiple sites in order to assist them with implementing the system in their locations• Cross-trained in EPDB and RUMBA in order to assist the department with entering in provider information, fee schedules, deactivate accounts, etc.• Reduced company costs by serving as a first line contact for Xerox to assist them with troubleshooting maintenance issues prior to creating a work order• As a Quality Assurance Coordinator I compiled provider information from prospective physicians to be presented during a board of review, coordinated monthly review meetings, compiled files and data for our NCQA credentialing process