Michael Blackburn Email & Phone Number

• Manages all aspects customer implementations across multiple product lines and customer markets, leading onshore and offshore teams • Leads through subordinate managers of managers; executes division or regional strategy• Provides direction and management to the teams responsible for technical implementations• Optimize implementation workflows and ensure staffing and scale is in place for both the existing product suite and enhancements but also new product and business line solution implementations• Applies industry expertise and commercial awareness to drive financial and operational performance within a division or region• Negotiates with and influences others internally and externally, including senior executives within the company and vendors or regulators• Drives extremely high rates of adoption, satisfaction (CSAT & NPS)• Plays an active role with the Customer Experience team to help develop and define the overall strategy• Directly manages customer escalations of key clients when necessary• Innovate and develop new ways to leverage software, systems, process flows, to improve turnaround time, accuracy and reduce cost of implementations• Develop and drive KPI's that deliver the best customer experience and productivity• Oversees interactions while maintaining a culture of clarity, simplicity, and excellence while delivering an amazing customer experience• Works closely with Product Management and Engineering, providing feedback from customers on product quality and features• Oversee regular operational reviews, including performance reporting and continuous improvement progress• Directs the resolution of highly complex or unusual business problems applying advance analytical thought and judgement.• Impacts the results of a part of a division or region; guided by divisional strategy • Develop successful models that drive greater productivity and efficiencies to ensure the support team can scale with the growth of the business.

• Manages all aspects of global customer implementations across multiple product lines and customer markets, leading a 20 employee organization in a high growth environment. • Leads through subordinate managers of managers; executes division or regional strategy.• Provides leadership, direction and management to the teams responsible for technical implementation, consultation/coordination.• Optimize implementation workflows and customer experience and ensure staffing and scale is in place for both the existing product suite and enhancements but also new product and business projections.• Applies industry expertise and commercial awareness to drive financial and operational performance within a division or region .• Negotiates with and influences others internally and externally, including senior executives within the company and vendors/or regulators.• Drives extremely high rates of adoption, satisfaction (CSAT & NPS).• Directly manages customer escalations of key high-profile clients when necessary.• Innovate and develop new ways to leverage software, systems, process flows, to improve turnaround time, accuracy and reduce cost of setting up and implementing new customers and products.• Develop and drive key performance indicators that deliver the best customer experience and productivity. • Oversees interactions while maintaining a culture of clarity, simplicity, and excellence while delivering an amazing customer experience. • Works closely with Product Management and Engineering, providing feedback from customers on product quality and features and influencing design for supportability.• Track and manage proper metrics to ensure customer satisfaction and loyalty are maximized. • Directs the resolution of highly complex or unusual business problems applying advance analytical thought and judgement.• Develop successful models that drive greater productivity and efficiencies to ensure the support team can scale with the growth of the business.

Remote

• Leads multiple Software Implementation Teams across products/customers.• Provides day to day and strategic leadership to a team of Implementation Managers/Consultants. • Proactively leads and identifies design and implementation process improvements. • Plan, lead, organize and control multiple project initiatives in accordance with approved scope and schedule.• Translate business requirements into a robust, scalable design.• Implement complex business requirements through a variety of tools and technologies.• Serve as first line decision maker for the business.• Provide day to day direction to cross functional implementation/support teams on best practices.• Sign off on and test SOP's.• Ensure smooth transition to operations post go live and ramp up.• Interact directly with various client representativeness, ranging from end users to C level executives.• Collaborate with clients and leadership to ensure all processes are adhered to throughout the implementation process.• Create documentation that enables the transition from implementation to post implementation support.• Project management: managing multiple projects at different stages while making good decisions on an ongoing basis in addition to handling client concerns.• Performing GAP analysis and defining solutions to gaps.• Analysis and definition of system conversion requirements.• Involved in QA processes and methodologies, (creation of test plans, test documents, and test cases).• Documenting and monitoring defects to resolution.• Analyze and facilitate resolution of complex issues from internal and external clients.• Effectively communicate and partner with development and technical/customer support staff to resolve issues.• Learn, understand and identify client/customer problems and recognize core issues.• Manages scripting expectations/deliverables as it relates to data postback.

•Serves as customer liaison and project manager for Patient Access Solutions implemented. •Defines the scope of the implementation project, educates the client on best practices and guides the client through the implementation process. •Provides product training prior to go live. Training for some Patient Access Solutions would be on location at the client site while other products can be trained remotely. •Provides effective monitoring during the project handholding phase, track and report issues, provide ongoing updates to clients as needed.• Facilitates and participates in operational strategy efforts across the operations organization. •Lead, coach and influence cross functional teams. •Promotes an environment that embraces leads and helps others to accept change. •Consistently seeks feedback from consumers and clients, identifying areas in need of service improvement and/or innovation. • Measures and analyzes data, detects trends and anomalies then develops plans to proactively avoid issues or strengthen the existing processes. •Exhibits effective, adaptive leadership style that promotes innovation and establishes work priorities.•Consistently demonstrates ability to act and react swiftly to continuous challenges.•Determines solution objectives and tactical direction, then drives leadership, team resources and users to achieve the solution objectives.•Thinks critically about existing process and technology solutions. •Gathers critical information from client, internal departments, ensures that teams effectively negotiate and resolve all issues relative to the implementation process, plan design and timing of deliverables•Performs on-site visits/training for managed clients.

•Supervises staff of 20 to perform duties efficiently and effectively.•Responsible for collections of $16 million dollars monthly.•Responsible for financial duties as it pertains to 15 LTACH and rehab hospitals.•Responsible for processing payroll for 20 employees.•Responsible for managing employee benefits.•Responsible for insurance reconciliations, and other duties as it pertained to employee benefits.•Responsible for reviewing invoices for accuracy and completeness and processing for payment.•Responsible for ensuring cash receipts, claims or unpaid invoices are accounted for properly.•Responsible for verifying and posting transactions to journals, ledgers and other records.•Completes performance evaluations timely.•Monitors staff workloads.•Monitors staff to ensure compliance with set productivity requirements.•Holds department meetings to keep staff aware of changes in the billing/follow-up process.•Provides ongoing education and hands on training for staff.•Reviews employee time off requests in conjunction with facility workloads.•Completes random desk audits to ensure staff is completing assignments properly and efficiently•Reviews claims for errors prior to being issued•Works with staff to reduce billing errors and address error trends coming from each facility.•Reviews and process account adjustments on a timely basis.•Remains current with reimbursement changes on all third party carriers.•Works with facilities in preventing billing type errors at the time of admission.•Ensures all secondary billing is done accurately and timely.•Assists Executive Level Management with special projects.•Provides assistance with billing audits.•Sets the example for other staff to follow by working as a team leader and team player.•Responds professionally and timely to all requests. •Negotiation of contracts between the facility and payer.

•Oversees daily medical call center operations, managing staff of 75•Handles all aspects of administrative duties, billing, personal issues, human resources, policies and procedures, and payroll.•Oversees inventory and purchases of medical office supplies.•Regularly meets set deadlines set forth by the facility.•Responsible for coaching and growing current as well as new employees. •Responsible for staffing and hiring of new employees.•Analyzing and problem solving of complicated claims or situations. •Proof reading facility and professional claims to ensure correct coding has been billed. •Speaking with various insurance companies and providers regarding claim status for facility and professional claims.•Problem solving to ensure all insurance claims were paid in a timely manner.