Responsible for managing accounts, maintaining long term relationships and maximizing opportunities for growth within St Luke's University Health Network. Focused on growth on behalf of the laboratory outreach relationships with area physicians, healthcare facilities and the community. Identifies a keen understanding of the needs of the area healthcare providers as it relates to their interactions with St Luke's entities via personal visits, telephone contact and electronic messaging. Participates in opportunities to collaborate with departments to support and promote services, provide testing and screenings to the local communities, while disseminating information.

Finance and medical insurance expert responsible for the review of Pre-Encounter Center scheduled cases for insurance coverage, calculation of liability, and communication of financial information to patients related to health insurance and out-of-pocket medical expenses. Work directly with patients to ensure collection of fees prior to service and establishment of payment plan if necessary (i.e. Medical Assistance, Affordable Care Act, COBRA, Indigent programs, etc.).• Regularly review patient accounts to determine if assistance or access to financial assistance program is necessary• Provide patients additional assistance through identification of unique patient situations (i.e. out-of- network insurance, uncovered services, discounts, financial assistance, etc.) • Readily answer inquiries from both self-pay and insured patients about St. Luke’s charges and pricing for procedures• Follow strict protocol established to resolve patient issues quickly and to allow for uninterrupted service within St. Luke’s Health Network• Evaluate patients for St. Luke’s Financial Assistance program by utilizing Search America and referring patient to the medical assistance vendor to mitigate payment issues and ensure completion of applications• Collaborate with clinical resources and other teams to evaluate medical necessity and urgency when determining timing of services and alternatives• Remain current and up-to-date on latest insurance developments and participate in ongoing education and training

Team development and training manager responsible for providing successful in-classroom training for a major IT Healthcare implementation of an electronic healthcare record utilizing the EPIC system of applications. Demonstrated a working knowledge of all policies and procedures. • Prepared approved training materials with principal instructors while adhering to project timelines and administered competency assessments • Maintained comprehensive training records in St. Luke’s learning management system, Cornerstone, and provided status updates and reports to senior management throughout project implementation lifecycle • Served as off-site support to St. Luke’s Patient Registration team and Emergency Room department • Accurately tracked patient activity and communicated financial implications with hospital patient care staff

Senior director of a team of 22 employees and consultants primarily responsible for ensuring quality and integrity of the corporate production environment. Oversaw implementation of 12 enterprise production releases in 2013. Monitored change management processes and enforced resulting compliance requirements. Regularly evaluated system progress and statistical data in order to identify trends and opportunities for improvement. • Spearheaded the rollout of an enhanced Change Management tool to streamline processes and improve efficiency. Planned software releases for diverse test and production environments upon conclusion of quality assurance testing • Developed enterprise release calendar and coordinated applicable resources to facilitate successful training of staff • Rigorously managed version control and ensured traceability and branching to check in and check out code builds for software application partners • Developed team model to manage change requests planning earlier in SDLC, resulting in 41% of change requests being scheduled earlier in cycle • Maintained email tracking, call inventory, and incident management systems • Designed SharePoint-based knowledge base to provide training documentation and user-friendly guidance for release management and compliance • Created and implemented cross-training program to increase interdepartmental knowledge and communication • Conducted audit investigations in collaboration with internal/external auditors to identify and resolve discrepancies • Launched pilot project introducing web chat technology into department.

Supervisor and developer of a team of 10 direct reports. Oversaw expansion of electronic transactions (i.e. claims, referrals, eligibility, and requests for authorization). Managed help desk support for physicians, hospitals, billing agencies, clearinghouses, and vendors.• Created statistical performance tools to access and report provider performance data• Developed short- and long-term marketing and management strategies, focusing on increasing electronic transaction usage• Grew institutional business by more than 10% in seven months, reducing administrative costs• Introduced monthly quality reporting tools for trading partners and QA measures for Client Support team• Built sub-teams within Marketing and Client Support to create focused skill sets, increasing first call resolution by over 25%• Negotiated key contracts with high-value vendors and clearinghouses

Lead technology analyst responsible for management of system performance. Identified systemic problems and resolved issues independently and in partnership with IBM Global. Supported EDI end users through help desk, providing customer support to both internal and external clients.• Monitored electronic transactions received by providers and trading partners. • Collaborated on design and development of EDI submission strategies.• Authored hospital training guide and quality assurance guide to assist with team development and future onboarding processes• Introduced first non-claim electronic transaction to trading partner