Crystal Alvarez-Glover Email & Phone Number

I acted as a healthcare financial practices subject matter expert (SME), trainer, and strategic partner to healthcare organizations, working hand-in-hand with clients to analyze financial processes, identify pain points, and craft insight-based project roadmaps to seamlessly integrate best-in-class financial solutions. For select contributions and achievements, I...Orchestrated 200+ client financial implementations over five years, overseeing the full project lifecycle, from initial scope to delivery for each client engagement, achieving all deliverables on time. This included coordinating data migrations, troubleshooting any issues encountered, and delivering financial reports showing KPIs and recommendations for cutting costs and increasing revenue. In addition, I designed, organized, and delivered comprehensive trainings for clients’ billing staff, leaders, revenue cycle managers, and other stakeholders. I achieved an exceptional 95% client success rate successfully mastering the software and increasing organizational revenue by 20% on average.Increased cross-departmental collaboration, leading to average project delivery times being reduced by 15%.Partnered with the Development team and multiple state agencies to design SOPs and comprehensive training materials for electronic visit verification(EVV) implementations across 20 different states. I expertly streamlined EVV processes and ensured compliance with state regulations to continually optimize implementation outcomes.Showcased my technical expertise by devising an innovative workaround for multiple billing defects in the software, reducing claim processing delays by well over 25%.Increased client satisfaction ratings by 30% within the first six months. As a result, client retention jumped 20% over the same period.Authored a number of highly detailed training materials that were instrumental in reducing support requests by 40% in just three months.

I was recruited initially as a Senior Customer Success Specialist, providing expert-level technical support for clients, expertly guiding software users through troubleshooting processes and translating complex language into easy to understand instructions to maximize client satisfaction and retention. As such, I…Delivered ongoing training post-implementation on best practices for utilizing the full range of software capabilities.Leveraged user feedback to identify UI and functionality improvements, sharing clients' needs and paint points with Account Managers, as well as recommending changes to the development team.Sustained the highest case closing (93%) and lowest case reopen (30%) rates for over a year, leading to promotion to current role.Was continually recognized as the "Top Performer" for the Support team, consistently maintaining a customer satisfaction rating of 95% or higher.Demonstrated my expertise and skillset by successfully resolving a critical software issue for a major client, mitigating a potential loss of over $50K in revenue per month.

San Antonio, Texas Area

I was brought onboard initially as a Client Services Specialist before being fast-tracked to Manager in under three months, not only overseeing the Client Services team, but being given responsibility for Lead Generation and Sales teams as well. For highlights across both roles, I…Scaled the Client Services Department from a single employee to a high-functioning team of four operating across four regions across the United States, dramatically increasing departmental capabilities and performance. I delivered the ongoing training, coaching, and support that enabled each team member to excel.Engaged with both the Development and Sales teams during client acquisition, providing the teams with key insights into client requirements, boosting client wins by 10%.Grew the client portfolio by 20% in just six months by onboarding/integrating 15+ new healthcare facilities.Designed/facilitated customized training programs for clients' teams on utilizing Greenlight Software, improving user competency, proficiency, and satisfaction by over 30%.Introduced a series of rigorous error detection protocols to increase claim processing accuracy and slash billing errors by 25%.Devised and executed high-performance strategies, leading to a 30% decrease in delinquency rates, substantially increasing collections and cashflow.Created best-in-class billing processes, streamlining workflow to reduce processing times by over 40%, while ensuring payment.

San Antonio, Texas Area

• Responsible for building strong client relationship building and account management skills.• Comfortable working in a performance-based environment while demonstrating high ethical standards.• Reviewing and helping clients process medical claims for accuracy and completeness, ensuring compliance with insurance requirements.• Assign appropriate medical codes (CPT, HCPCS, ICD-10) to diagnoses and procedures to facilitate accurate billing.• Communicate with insurance companies to resolve claim denials, appeals, and discrepancies in a timely manner.• Collaborate with healthcare providers and coding staff to ensure accurate documentation and coding practices.• Collaborate with billing team members to streamline processes and improve billing efficiency.• Help clients generate and submit claims electronically, monitor claim status, and follow up on unpaid or rejected claims.• Initiative to seek out answers, solutions, and positive outcomes for both the client and StratMedical• Proficiency in the latest Apple technologies and working knowledge of various operating systems to assist clients with technical issues. • The ability to collaborate and work in a team environment as well as work independently while making sound decisions.• Strong negotiation and problem-solving skills.• Excellent communication skills - both verbal and written including strong skills in persuasion and motivation• Maintain up-to-date knowledge of healthcare regulations, coding updates, billing guidelines and reimbursements processes in both direct and third-party medical collection environment.

San Antonio, Texas Area

• Training clinics on UAS billing and coding guidelines related to allergy testing and immunotherapy.• Support clinics on reimbursement related issues, and ensure compliance with Medicare, Medicaid and Managed Care plans.• Responsible for the account management of assigned medical clinics partnered to perform allergy testing and treatment services.• Functional areas of responsibility include client set-up, cash and denial posting, billing, collecting and client service.• Ensuring the reliable flow of information from clients to the Company. • Regularly interacts with the client to retrieve EOBs and other methods to confirm payment detail. Responsible for invoicing clinics for services &ensuring prompt payment to include all collections efforts as applying late fees, payment arrangements, etc.• Monitors the assigned clinics billing practices as well as UAS outstanding accounts receivable and work with clinic to resolve outstanding issues and escalate to management when appropriate.

San Antonio, Texas Area

• Reviews clinical information provided with request and determines if it meets UM criteria. If medical criteria met, will authorize service(s) and enter clinical data and authorization services appropriately in QNXT. • Maintains familiarity with plan benefits, in order to facilitate interpretation. Demonstrates the ability to apply critical thinking and independent judgment skills. Notifies provider of decision regarding request.• Meets current departmental established productivity standards.• Requests additional information from providers, per policy, when clinical information does not reflect need for requested services, based on medical criteria. Actively pursues additional sources of information• Reviews clinical information for cases that do not meet criteria. • Prepares a detailed, organized analysis of information provided, as well as information requested but not yet obtained, uses template, and escalates requests to the Medical Director for determination. Initiates effective and timely physician interface.• Processes service requests in compliance with Molina turnaround timeframe polices. Follows department timeframes in all aspects of authorizations processing• Meets department quality standards, including inter-rater reliability (IRR) testing and quality review audit scores. Expectation is obtainment of score =95% • Provides excellent customer service (including internal and external customers) to ensure excellent service to our members and physicians in all aspect of their medical care delivery and reimbursement. Includes appropriate Referrals to Complex Case Management, DM, SSI, & QI per Molina policy.• Performs other duties including but not limited to: Able to review multiple service request types; Assists with UM telephone queue coverage during times of high volume; Mentors new staff as directed by supervisor; Acts as a resource as directed by supervisor.• Adheres to departmental standards of confidentiality of medical and proprietary info

Colorado Springs, Colorado Area

• Handling escalated calls, problem solving solutions, and general customer service on demand• Taking requests for imaging care management and data entry of all pertinent patient information (radiology, oncology, etc.)• Single and multiple case add-ons and setup for precertification’s/notifications for multiple insurance companies.• Case changes, procedure, referring doctor, site/facility• Conflict resolution and assistance with denied/non-certified cases, decision making responsibilities for appeals and processing responsibilities• Assistance with appeal/reconsideration guidelines and directions for customer service representatives at entry level• Daily use of PHI guidelines as well as updated training to maintain government and commercial insurance guidelines• Regular use and knowledge of medical terminology in application with both patient and providers• Medical coding using CPT codes and ICD-9 codes • Patient insurance verification, documentation requiring group health insurance knowledge • Medical record documentation, creation, updating, and maintaining patient and provider files• Frequent training/updates on HIPAA and URAC regulations. Regular conflict resolution training, updates on company policies and guidelines• Email and verbal communication with payer representatives regarding insurance guidelines, benefit verification, etc. – (All contracted payers to include Medicaid and Medicare) • Customer service training responsibilities to include employee observation and call auditing• Microsoft applications, word, excel, outlook, etc.

Colorado Springs, Colorado Area

• Basic guest service duties to include - answering multi lines phones, opening and closing tasks, seasonal decoration setup, curb appeal review• Conflict resolution – tenant, vendor, employee, etc.• Sales – tenant and vendor - advertising, leasing, market development, networking, public events, retention plans• Account/File Setup - Yardi/physical file creation for both new and returning tenants• Maintenance scheduling for new and existing tenants in coordination with the Maintenance Supervisor• Advertising – local marketing, website updates and responses, social media, etc.• Resident activities– advertising, organizing, setup, etc. • Collections – vender related – all accounts were current within my first 45 days• Delinquency rate management - I brought the delinquency rate to under 12% within my first 60 days and maintained it for the duration of my employment.• Occupancy rate management - I increased the occupancy rate from below 80% to 97% in just 6 months’ time• Billing management – coding, processing purchase orders, supply maintenance, budget balancing• Meeting leadership – both weekly and monthly team meetings including outside team building events• Training duties – demonstration of leasing/sales roles, fair housing, employee labor laws, etc. • Report creation and generation – daily, weekly, and monthly reports including pivot tables for budget, billing,• Employee Relations – schedule creation for the leasing/maintenance staff coverage, individual coaching and development, annual reviews, time review and approval for payroll department, continued education requests – NLA, CAM, etc. • Microsoft applications – word, excel, outlook, etc.• Yardi Property Management Software

Colorado Springs, Colorado Area

• Conflict resolution - handling of escalated calls for regular customer care representatives – supervisor requests• Customer service duties – on demand if call volume required to include - account setup for new and returning customers, account maintenance, basic troubleshooting and technical support, billing assistance, retention• Quality control/internal auditing of customer service calls for my team members• Time management/coverage responsibilities - depending on call volume, sick time, pto, vacation request, etc. - in coordination with the workforce team• Partial commitment to training class/On floor management• Employee relations - disciplinary and counseling responsibilities, coaching and development, individual and group training, pto/sick/vacation time approval and coordination, • Status reports and review for Team Coach and management regarding individual employee and team stats - call times, call volume, ratings, etc. • Microsoft applications – word, excel, outlook, etc.• SharePoint - subject expert for all T-Mobile related information • Kronos Time management software • NICE monitoring software

Colorado Springs, Colorado Area

• Handling of incoming customer calls via auto dialer – I maintained a daily above average call volume of 100+ calls • Conflict resolution – billing, contract, equipment, etc. • Account setup for new and returning customers• Basic troubleshooting and technical support• Billing assistance – bill review, payment arrangements, price plan review, upgrades, etc.• Retention – cancellation processing, price plan changes to accommodate usage, equipment upgrades, • Internal account audit review for customer service calls - I consistently had an above average rating for my first 90 days and was the only person on my team to receive a score of 4 or higher weekly• Training - partial commitment to in class training, training assistance during training class’s first 3 weeks on the floor• Microsoft applications – word, excel, outlook, etc.• SharePoint - subject expert for all T-Mobile related information

Colorado Springs, Colorado Area

• Answering multiple line phones, distributing messages, handling escalated tenant calls for 150+ realtors• Operation of open houses, advertising responsibilities – both print and radio• Scheduling property appointments for agents and making sure all requests for properties were followed correctly• Reception and distribution of confidential mail, materials, monies, etc.• Maintaining client relations through client call backs, personal greetings and assistance with property issues• Ordering and stocking supplies for the front office and upper management• Assisting agents with closings and completion of contracts – setup of all contract paperwork, lender interaction, title company correspondence, etc. • Training of all office staff and realtors on eFile processes and direct employees on each individual property requirements• Property Management - for 15 different realtors with a portfolio of 300+ properties with duties to include: conflict resolution, leasing, rent collections, service calls, showings, etc.• Employee relations – training on front office duties, employee scheduling for weekday and weekend staff, time off and payroll approval, employee counseling for disciplinary issues and employee development for promotional opportunities, continued education scheduling for fair housing, etc. • Microsoft applications – word, excel, outlook, etc.• Rent Roll Property Management Software

Bachelor'S Degree, Human Resources Management And Services

Activities and Societies: Military Spouses Club, TRiO Member

Associate'S Degree, Social Sciences

Activities and Societies: Military spouses group, women's re-entry

High School, General Studies, 3.61 Gpa

Activities and Societies: Renaissance Committee Member, Sports Editor for the School Newspaper, Student Counsel, Yearbook Committee.