Conifer performs Revenue Cycle Management (RCM) & other services for healthcare providers. $1.53 Billion revenue & 15,000+ employees. ▶ SPAN OF CONTROL3 integrated functions (call center, collections, customer service). 220+ employees (including 5 Operations Managers, 15 Supervisors and 3 Leads) working on-site and off-site across 5 states.▶ CORE DUTIES • Led RCM team to maximize cash flow, improve customer relations. • Directed staff to ensure collections were made timely per company policy, federal & state regulations. • Maximized cash collections by diligently monitoring AR balances.• Prepared detailed analyses & reports on billing, AR activity (performance matrixes, bad debt expense, AR days outstanding).• Continuously identified opportunities for quality improvement & implemented training as needed. ▶ SUCCESS HIGHLIGHTSThese optimizations resulted in 25% revenue growth from $192M to $240M (2019 v. 2017).• CHANGE MANAGEMENT: Through business process improvement & training, integrated collections & customer care staff into one team which performed both functions seamlessly.• AR: analyzed/optimized workflow (2018-2019). Result: increased collections 11.3% over 6 months, decreased aging 5 days (8%). Implemented manual dial campaigns for targeted segments (2018-2019). Result: increased collections by 27% in the first 30 days of the cycle.• COST REDUCTION: through project management & continuous training, closed 3 call centers, successfully converted 130 affected employees into productive virtual workers (2017-2018). • PROJECT MANAGEMENT/BUSINESS DEVELOPMENT: Launched new call centers in Florida (2017) & Minnesota (2019) on time/on budget. Hired/trained 59 new employees, installed programs to optimize performance & engagement.• SERVICE LEVEL MANAGEMENT: Monitored/trained/managed staff to ensure key metrics (e.g., service levels, abandon rates) were met.• PROMOTED to Director of Operations based on strong job performance.

An RCM operation of 3 integrated functions (call center, collections & customer service). In this time period, headcount grew over 2X from ~40 to ~110 employees (including 4 Supervisors and 3 Leads) working on-site and off-site in California and Missouri. Core duties were similar to those stated above for Director – Operations.▶ SUCCESS HIGHLIGHTSBetween 2002 & 2017, RCM optimizations below drove 8X revenue growth ($12M to $96M annually) with a headcount increase of only 2x. They also showcase a record of scaling best practices to deliver results as revenue cycle responsibilities increased.CHANGE MANAGEMENT/BUSINESS PROCESS IMPROVEMENT: through business process mapping and training, integrated primary & secondary bad debt staff into a single team. Concurrently outsourced secondary bad debt, which created bandwidth to be assigned new primary bad debt . AR/BUSINESS PROCESS IMPROVEMENT: analyzed/optimized collections workflow by type of debt. Results: reduced bad debt 47% from 360 days to 190 days; decreased aging overall by at least 10 days.BUSINESS PROCESS MAPPING: created documented workflows that standardized daily operations & made them scalable to support new lines of business. TEAM BUILDING/TRAINING: Designed/implemented mentor programs which maximized employee engagement, optimized performance & provided career pathing for top performers.COMPLIANCE & LEGAL: through quality assurance monitoring, coaching and training, ensured teams maintained compliance with all applicable federal and state regulations (e.g., Fair Debt Collections Practices Act – FDCPA, and Health Insurance Portability and Accountability Act – HIPAA. Successfully represented the company in various court hearings, trials & state agency administrative proceedings (e.g., unemployment claims).PROMOTED based on strong prior job performance as Collections Supervisor for another Tenet division (see below).