Currently support multiple hospital systems across the country by developing and analyzing data for key performance indicators and working with both internal operations, integrations, and client delivery teams to ensure overall project excellence. This role has both internal stakeholders and is frequently client-facing.

I managed four teams of telecommuters across multiple states in insurance billing, follow-up, posting, and credit balance resolution, servicing 20 hospitals located throughout the United States.• Shaped priorities for follow-up team to achieve over 100.0% collections YTD of hospital claims towards cash goals• Sustained productivity standards for a collective team effort of 120%+ and collective quality standard of 98%+• Implemented several initiatives, including semi-automated workflows that led to a reduction of aged AR over 90 days from 50% to 26% and help the team recently get AR days down to 46• Redirected staff and processes to achieve a net reduction of credits from 13,117 accounts (-$3.9M) to 4,000 accounts (-$1.2M) over a 5-year period. Credits are now under 1 AR day.• Conducted a 2-week site visit to evaluate current state processes with a client’s national posting center and proposed recommendations for improvement. Created an in-depth study with accompanying process maps and recommendations ranging from technological innovations, reconciliation, and operational changes• Transitioned multiple Support projects and staff from a business office in Missouri to Texas by building and training a new team, establishing daily performance standards, removing inventory backlogs, and completing the transition several weeks before the target due date• Directed a net reduction of credits by 5,000+ accounts and $1.1M in nine months for an OH based hospital

Developed cash posting solutions on a national scale through mapping, documentation, and workflow design. Collaborated with technical resources and operations leaders to successfully deliver system-based and manual work stream improvements.• Delivered process maps, technical documentation, workflow, and operational cash posting improvements for 66 hospitals.• Standardized the cash posting, credit card collections, and credit balance resolution processes for 58 hospitals.• Enhanced and optimized cash posting processes through Kaizen / Gemba events for 2 hospitals.• Designated as a cash posting subject matter expert to co-lead a client’s national bank migration project for approximately 200 hospital patient and insurance lockboxes, estimated nearly $4B in annual revenue. • Maximized ERA (Electronic remittance advice) and EFT (electronic funds transfer) enrollment, setting the stage for OCR (optical character recognition) pilots, for increased insurance cash posting automation.• Conducted on-site analysis of cash posting processes for multiple Conifer clients in diverse hospitals across 11 states and developed implementation plans to improve performance. • Familiar with host system functionality using EPIC (23 hospitals), McKesson STAR (20 hospitals), Meditech (27 hospitals), CPSI (1 hospital), Invision (10 hospitals), Cerner (20 hospitals), and MS4 (6 hospitals)• Assessed business office practices to understand and improve these cash posting sub-processes:Lockboxes, ERA processing, EFT payments, Approvals, Reconciliation, Zero Payments, Bank Functionality, Reporting, Policies & Procedures, GL Posting, OCR technology, Automation, POS Collections, Bad Debt Posting, Adjustments, Unidentified Accounts

Led two Cash Posting teams simultaneously from different cities, standardizing key processes and implementing efficiencies for operational work efforts.• Increased electronic posting from 60% to 82% for 25+ hospitals• Reduced daily unposted backlog from $3.5M (2 days) to under $1M (same day posting)• Streamlined the daily reconciliation process between Accounts Receivable and Finance• Implemented improvements based on a combination of system enhancements, operational practices, and sustainable processes• Eliminated the need for overtime, including month-end posting, through process changes

I specialized in systems maintenance for software used in all aspects of the revenue cycle, including Accounts Receivable, Billing, Customer Service, Follow-up, Support, and Financial Counseling. I resolved technical problems for co-workers that presented potential delays in workflow.• Reduced downtime for over 100 staff members by maintaining database tables and troubleshooting• Expanded capabilities of the Accounts Receivable posting system by adding 3 electronic payers• Minimized staff time remittance searches by maintaining the billing and electronic image system integration• Produced a standardized system for managing system security including access and privileges

I directed all operations of a private Spanish language school, which included instructors, translators, and interpreters. I developed community contacts such as hospitals, businesses, public and private schools, and prepared contracts for services. • Generated revenue by securing a $40k annual contract with the State government for language instruction• Produced program courses, presentations, and events using written, audio, and visual media• Expanded interpreter pool by hiring and training over 30 candidates• Changed record keeping systems to more effectively track business metrics

I monitored all refugee resettlement agencies in the state of Kentucky to ensure that funds allocated from the federal government were spent according to federal guidelines and services were provided to approximately 1,500 refugee clients annually. Held positions of increasing authority over 10 years leading to policy-making, grant writing, and programmatic oversight.• Delivered statewide database for tracking services rendered to refugees• Eliminated inefficiencies in case management by creating a standardized case file system• Produced agency policies & procedures to implement dozens of specialized resettlement services• Exceeded an average of 15 jobs per month, only 63 days from arrival in US for employable refugees