Stephanie Muchow Email & Phone Number

Rapid City, South Dakota, United States

Facilitate training for all new and existing Monument Health Revenue Cycle staffAssist with planning, development, implementation and revision of curriculum in keeping with changes in organization’s professional and leadership development needs and our industry’s best practices.Develop and design self-paced web-based learning, classroom materials and educational programs as well as ongoing professional development.Publish, edit and revise content as necessary.Monitor current systems to ensure the Revenue Cycle caregivers are utilizing systems to their maximum potential.Performs quality reviews and audits as required and upon implementation of automation changes within Revenue Cycle and communicates outcomes and opportunities.Assist Revenue Cycle leaders with planning, design, implementation and maintenance of comprehensive continuous quality improvement opportunities.

Oversaw and managed a team of 24 quality assurance analysts, which included regular coaching and training.Managed in-depth analysis of quality assurance audit data, including data mining for business intelligence.Acted as liaison between organization and third-party audit firms.Created performance driven reporting to executive leadership.Partnered and collaborated with member engagement managers on developing formal coaching plans.Ensured quality assurance calibration and quality assurance analyst training development for 60 managers and healthcare plan executives using observation techniques and performing routine and monthly audits of groups, individuals, and applications.Developed assessment evaluation scorecards for various departments based on scripting and internal legal compliance requirements.

Assisted training specialists in design, development, and implementation of comprehensive training program for member engagement coordinators.Developed training materials, leveraging research, samples such as formal classroom presentations, manuals, and job aides.Assisted human resources with applicant interviews, hiring, onboarding, and new hire orientation, including computer and network access.Managed ongoing training needs assessments.Developed and maintained call center best practices, policies and procedures.Leveraged professional publications and external training opportunities to evaluate and enhance training approaches and techniques.Assisted in development of modules within organization’s learning management system.Shared training performance feedback and strategies to member engagement leadership.

Coached and challenged team members while ensuring team member engagement, customer retention, and service excellence.Ensured implementation and adherence of new policy changes across regional and center levels.Reviewed audits and provided manager feedback to ensure measures were implemented to prevent risk of policy and procedure violations.Ensured timely initiation of foreclosures, including assurance that pre-foreclosure documents were following guidelines.Reviewed deferral extensions and loan modifications to ensure accounts were compliant prior to processing.Reviewed accounts where pay-by-phone payments were non-compliant.Performed and scheduled call monitoring, audits, and calibration for compliance with organizational policy, procedures, and adherence to fair debt collections practices.Compiled results from various activities and assisted in report creation to evaluate resolutions, procedural changes, performance, and process improvements.Conducted research and prepared reports on quality issues and concerns, including review of new and existing procedures, policies, and performance standards.Developed and administered training programs in Rapid City, South Dakota and Fort Worth, Texas, including project plans and assessments, leadership and participant guides, and evaluations, according to training needs and trends analysis.