Responsible for the management of the Patient Access functions at the Barbara Ann Karmanos Cancer Institute locations in Detroit, Farmington Hills, Roseville Michigan, and Maumee Ohio. Manage a team of approximately 90 employees, responsible for scheduling, financial clearance, preregistration, and registration functions.Responsible for the McLaren Health Care Patient Financial Assistance Policy, workflow, and process.

⋅ Lead operations of Customer Service, Self-Pay, Billing Care Experience, and Pricing departments within Central Business Office. ⋅ Reported to Vice President, Revenue Cycle. ⋅ Coached and supervised three managers and approximately 100 indirect employees. ⋅ Managed numerous vendor relationships, including patient statements, pre-collections/early out,, and collection agency activity. ⋅ Investigated and resolved all billing complaints. ⋅ Ensured accurate patient out-of-pocket estimates, including real-time patient responsibilities. ⋅ Responsible for 35,000 customer service billing communications (calls, emails, MyChart Messages, etc) monthly and administered $280M annually in self-pay payments.⋅ System owner of price transparency initiatives.⋅ Spearheaded revenue cycle patient experience and associated projects to improve experience. ⋅ Lead contact center team responsible for financial clearance of self-pay patients.

⋅ Lead operations of Preauthorization, Central Scheduling, Patient Access, Health Information Management, Patient Accounts, Telecommunications, Financial Counseling departments.⋅ Report directly to SVP of Finance and CFO.⋅ Coach and supervise 4 managers, and approximately 75 indirect employees.⋅ Represent Fisher-Titus Medical Center in all collection-related court hearings and trials. ⋅ Revenue Cycle IT liaison for Fisher-Titus; responsible for design changes and testing.

⋅ Managed daily operations of Preauthorization, Central Scheduling, Patient Access, Patient Accounts, and Financial Counseling departments. Reported directly to the SVP and CFO.⋅ Supervised three managers, and approximately 50 indirect employees. ⋅ Managed the Hospital Care Assurance Program, the state required charity program for non-profit hospitals in Ohio.⋅ Reduced self-pay AR through statement cycle efficiencies, improved identification of charity, and implementation of prompt-pay discounting ⋅ Improved access to billers and financial counselors through expansion of departmental hours.⋅ Moved financial counseling to the front of the revenue cycle, to ensure accurate identification of high deductible plans, charity, and self-pay.

⋅ Directed activities for Preauthorization, Central Scheduling, Emergency Registration and Patient Access departments. Reported directly to the Director, Financial Services.⋅ Supervised approximately 35 FTE’s.⋅ Converted 4 different EHR platforms to Cerner Millennium in a 9 month timeframe. Supervised design decisions, build, training, and implementation for Patient Access and Central Scheduling.

⋅ Report directly to Board of Directors.⋅ Lead revenue cycle activities which include administrative and clinical functions that contribute to the capture, management and collection of patient service revenue.⋅ Manage 17 commercial insurance contracts for 82 physicians and 23 extenders - contract negotiations and maintenance, reimbursement monitoring and payer credentialing.⋅ Direct leadership of 11-person physician billing service team providing services to 75+ physicians and extenders. ⋅ Manage numerous recurring educational tools, including physician newsletters and education dinners, office manager meetings, billing manager meetings, and EHR super user meetings.⋅ Oversee Group Purchasing arrangements for EHR, Appointment Reminder Services, Compliance Manuals and Support, Office Supplies and Collections.

⋅ Responsible for daily operations of a 12 employee collection agency.⋅ Client liaison for 275 clients.⋅ Responsible for attracting new healthcare clients.⋅ Oversee the legal process, including auditing of legal accounts and employed attorneys.⋅ Retention of current clients including annual performance meetings.⋅ Increased in-house collections through creation of new incentive program by $265K in first year fees.⋅ Justified and created an IT position at the agency, increasing reporting capabilities, system workflow, stability, and decreased support costs by $82K in the first two years.⋅ Created a formal training program, ensuring compliance with federal and state laws, including FDCPA and the CFBP.⋅ Increased client satisfaction through improved reporting, communication, and collections.