Eric Small Email & Phone Number

Portland, ME, US

Lewiston/Auburn, Maine Area

• Managed operations in the Lewiston, Maine office consisting of 500+ direct and indirect FTEs from functions ranging in customer service/call center, accounts receivable follow-up, data entry, analytical, QA.
• Surpassed key performance metrics for $40M client portfolio, reducing Days in AR to 43.5 days and Accounts Receivable over 120 days to 14%, significantly enhancing cash collections.
• Consistently achieved > 9 (out of 10) client Net Promoter Survey client satisfaction scores.
• Collaborated with Finance to formulate yearly budgets and cash flow forecasting projections.
• Provided Sales team support to continuously grow same store and new business.
• Implemented systemic improvement to drive efficiency and revenue performance.

Lewiston/Auburn, Maine Area

• Managed 200+ direct and indirect reports in customer service, accounts receivable, and analytics.
• Exceeded key performance metrics, driving over $20M in revenue for McKesson.
• Collaborated with Implementation Team on new client start-ups and implemented process improvements.

Lewiston/Auburn, Maine Area

• VP Client Relationship ManagementResponsible for the overall development and maintenance of client relationships.
• Responsible for leadership and management of 19 FTE’s including ten Account Managers.
• Responsible for 72 clients and $20.5M in annual revenue.
• Support Sales team in new business development opportunities.
• Oversee all aspects of client interaction including meetings with McKesson operations, compliance, consulting, and other support partners.
• Work with Vice Presidents, Directors, Practice Administrators, Physicians and C-Level executives routinely to continually deliver excellent client service and satisfaction.

South Portland, Maine

• Director of Operations and Information TechnologyDirect the day-to-day operations of an 80-provider, 7-site multi-specialty group.
• Responsible for managing six IT staff and five practice managers. Indirectly responsible for over 200 FTEs.
• Project manager for eClinicalWorks practice management and electronic health record software implementation.
• Accountable for ensuring organization achieved Pay for Performance quality initiatives.
• Software: eClinicalWorks

Lewiston/Auburn, Maine Area

• Director of Operations, Community Clinical Services DivisionDirect the day-to-day operations of a 50-provider, 18-site multi-specialty group.
• Directly or indirectly supervised over 150 FTEs.
• Dental – Implemented a pediatric dental clinic for MaineCare covered children.
• 340b – Implemented a discount drug program for brand name drugs.
• Provided administrative support for the Bates Street/B Street building construction, Court Street addition and Second Street Central Billing Office renovation.
• Participated in MaineHealth QI initiatives for diabetes and asthma.

Greater Minneapolis-St. Paul Area

Directed the day-to-day front-end operations of a 50-provider, 5-site multi-specialty group.

Greater Pittsburgh Area

• Ensured government compliance at 320 branches and 90 billing centers through internal Medicare/Medicaid audits, on-site training and internal publications.
• Approved external government agency audits (Medicare/DMERCs, OIG, NSC, and Medicaid).
• Advised staff and management on Medicare coverage guidelines and payment issuesAlso worked in other various positions at Apria during this time including systems training and revenue management. 75+% travel required.

Bachelor’S Degree, Business Administration And Management, General

Mba Partially Completed

Various MBA (for medical professionals) coursework completed.