Michael Kimbro Email and Phone Number

• Direct line supervisor for a staff of 15 employees over 4 sites, which includes one manager & one supervisor.• Review medical records for coding accuracy and completion as required by insurance companies.• Responsible for descriptions, process flows, patient confidentiality, and evaluation of workflow related to our electronic medical record (NEXTGEN).• Develop population health programs to increase patient quality and organizational revenue growth by 30%.• Prepare monthly invoices for the department.• Investigate and resolve complex claim issues with providers and provider relations.• Develop and analyzes business performance reports (e.g., for claims data, provider data, utilization data) and prepare data for HEDIS reporting.• Serve as a liaison and ensure providers have in depth understanding of our Comprehensive Primary Care Contract which includes contractual obligations, sponsored events, program incentives, patient care best practices, quality, risk adjustment, growth, on-going client relationships, and total cost of care in an effort towards business goals and targets.

Client: Mercy Hospital• Hired, oriented, trained, assigned workload, maintained schedules, evaluations, and counseling of all staff in the emergency department for two sites.• Managed a department with 40 FTE’s which included supervisors and team leaders.• Developed and applied new policy procedures within the health care setting, managed workques, epic accounts and ensured all accounts were clean prior to final billing.• Audited all of Patient Access staff, to ensure they are meeting or exceeding all quality performance standards.• Consulted with physician office personnel, service line managers, senior management about efficient registration services.

• Managed a team. Build processes, ensure quality control and achieve call center industry standards. Responsible for phone system admin tasks such as building call center scripts and skills. Recruit, train, mentor and develop employees.• Supervised an average team of 40+ call center agents via remote. Clients: State of Massachusetts, • Used Cisco Finesse and Salesforce for call tracking and to reset their passwords and monitor their phone usage. • Used IVR/Virtual Agent to assist and Chat-Bot to communicate with other leaders with our messaging teams. • Monitored SMS, Call Recording- used Verint to listen.

• Monitored and collected tenant payments while maintaining vendor accounts.• Managed and scheduled showings and initiated follow up on feedback.• Prepared legal documents including lease agreements. Market listings through internal and external websites online.

• Supervised 25 examiners via multi -sites and provided accurate/timely processing of medical claims. • Established the ideal department culture, forecasting, scheduling, training, recruiting, employee incentives, communications, call monitoring, achieving KPI’s and productivity.• Prepared production reports for management and maintains accurate records of all claims and inquiries received, processed, and pended.

• Managed the Guest Relations Executive Team and handled complaints on behalf of our executives. • Monitored staff calls for quality assurance purposes.• Scheduled patient visits via the Salesforce scheduling reporting system.• Supervised and motivated 15+ customer service representatives to reach their monthly metrics.• Supplied insurance information to patients regarding their co-pays, deductibles, insurance verification, eligibility, billing, claim denials, reimbursement claims, and Medicare/Medicaid payments.