Shay Miller Email & Phone Number

Establish customer relationship management solutions for revenue generating and client facing departments. Identified and implemented process improvements, interoperability collaboration between the Client Success, Project Management, Support, Sales, and Marketing divisions to improve operation efficiency.Responsibilities:• Lead departments in the analytical components of workflow redesign and identify, create, and implement improvement solutions for revenue generating departments.• Monitor the performance of activities utilizing current monitoring tool sets and performance metrics; create and implement new performance metrics to address and manage new performance issues.• Lead initiatives related to technology planning, assessments, operational improvement strategies and workflow optimization.• Analyze and identify trends in respective departments and utilize data to develop and implement process redesign solutions.• Establish operational excellence scorecards to track effectiveness of operational improvement strategies.

Frisco, Tx

Led national team of 75+ performance leaders and hospital consultants to serve clients and promote internal operational excellence for both hospitals and critical access/skilled-nursing facilities. Develop strategic goals and objectives for financial improvement and integrity through implementing operational and technological changes within the organization. Led large-scale change initiatives including, implementation of EPIC 2012, which resulted in immediate improvement in overall metrics and SLAs for billing, insurance follow-up, denials and customer service.Responsibilities:• Manage client book of business of $595 million (EPIC) and $840 million (STAR) in annual net revenue.• Create and lead transition project of business office to both remote position and new state within 90 days without impact to overall financials while maintaining 103% cash goal.• Decrease DNFB from 7.4 days to less than 5 days through external client coordination at the facility level working with the CMO, CFO and department operational leadership.• Improve $3m cash deficit within 5 months to finish fiscal year end at 101.48% of cash goal. Enable company to meet overall performance service levels to exceed client’s national goal for all facilities in 2018 fiscal year. • Identify and resolve payer issue related to contract language resulting in a $2m gain in revenue.• Reduce credit balances from $9.6m to $4.7m within 60 days meeting FYE goal through process redesign and coordination with payer relations.

Lewisville, Tx

Orchestrate overall direction of client technology solutions and assisted to evolve methodology associated with the scoping, planning, implementation and operations management of technology solutions. Manage the strategic operations associated with the full lifecycle of technology solutions for coding, billing, AR follow-up, and denials management. Project leader duties including: statement of work finalization, planning and design, testing, deployment, change requests and maintenance.

Lead coordinated operations between the business consulting, implementation and training departments for planning, oversight and execution of the provider related implementation deliveries to meet both client and internal targets. Recruited, managed, and mentored team of employees from remote locations across the country supporting 8 product lines. Led collaborated efforts with product management, engineering, and client service departments to evaluate customer engagements and product capabilities, along with existing client needs, to oversee product development requirements while evaluating project delivery impact and solution functionality.

Established a strategic business unit to standardize and lead product installations company-wide for payer, provider and ACO solutions. Department responsible for sales transition and product implementation while maintaining best practices for project management and identify areas of priority value focus and opportunity for return on investment.~Company Accolade: Employee Award of Integrity (2010)

Led and motivated a staff of 17 in 2 Texas locations handling 1,000 issues a day for claims management division. Create and control a budget of $600,000. Beyond a call center, team managed the full-scope of ownership resolving issues, including turnarounds and escalations for a dynamic product with constantly evolving workflows. Solutions triaged for contract reimbursement, denials management, CDM maintenance, and coding.

Led and motivated a staff of 17 in 2 Texas locations handling 1,000 issues a day. Create and control a budget of $600,000. Beyond a call center, team managed the full-scope of ownership resolving issues, including turnarounds and escalations for a dynamic product with constantly evolving workflows.

Managed a staff of 2 Managers and 8 Account Managers working with clients to build strong relationships resulting in client retention and growth. Team provided front-line support to clients as subject matter experts managing issues, verifying monthly reports, providing weekly status updates, and managing all phases of product implementation

Promoted for position based on subject matter expert on software contract management systems and database assessments (PBAR, SMS, HealthQuest, HBOC, IDX, Meditech, Cerner, SSI, Siemens). Analyzed a wide variety of hospitals’ accounting systems and assessed how their data flowed into the company’s system in order to distinguish actual problems that required technical resolution from training opportunities.

Ensured client satisfaction and provided analysis and feedback to the client on an ongoing basis. Prepared and maintained implementation project timelines. Provided on-site client training and initiated routine meetings to discuss client progress, processes, issues, and resolutions. Maintained working knowledge of proper claims submissions (UB92/UB04, 1500s, bill types, revenue codes, etc.).

Provided ongoing client support post-implementation. Ensured monthly client reports were prepared, accurate, and delivered in a timely manner. Provided customer service throughout full scope of implementation (pre, during, and post). Evaluated and monitored client needs to identify new business opportunities. Coordinated acquisition of all data and contracts pertinent to implementation.

Certification Of Management, Business Management

Bachelors Of Science, Healthcare Administration

Activities and Societies: Alpha Xi Delta Choose Children (Charity)- Event CoordinatorMinor, Business Administration