Whitney Monroe Email & Phone Number

Jensen Beach, Fl, Us

• Monitors open service issues within assigned client book of business, ensuring timely completion• Diagnoses root cause of service issues for specific clients as needed• Collaborates with Product, Operations, and Client Managers to develop solutions to root causes as needed• Establishes and develops relationships with day- to-day contacts at the client• Point person for escalated service issues •Solves day-to-day client service issues directly, and by leading internal cross-functional teams to deliver issue resolution• Identifies trends (issues of a similar nature across multiple clients or similar issues within a specific client) and then escalating as appropriate. • Provides input to client manager and/or leadership around health solutions for specific clients or book of business• Participates in client meetings and/or presentations; either in person or via phone as needed• Leads or assists with projects that drive client optimization with Optum’s products and services• Facilitates or hosts regularly scheduled client meetings and coordinates follow ups both internally and externally• Documents and reports service escalation/risk management issues• Maintains up-to-date client information in Optum systems, such as client issue tracking in Salesforce, and SharePoint• Conducts Business Review Preps- by gathering information, assisting in the development and formatting of the presentation to ensure it is client ready• Supports reporting needs of clients• Identifies and gathers information for client reports; reviews reports for client-specific information that it meets client expectations and ensures delivery of reports to client or client managers• Supports client audits to ensure timeliness and accuracy

• Manages and coordinates overall business decision making, and leads long term strategic initiatives for leadership, including service line initiatives, service line expansion, centralization efforts, system implementations, and new processes as assigned • Analyze financial and business performance against key business metrics and document pertinent financial highlights that will determine progress against strategic plans• Identify and report financial/operational opportunities and cost savings measures• Coordinate operational objectives by contributing information and recommendations to strategic plans and reviews• Develop detailed project plans to monitor and track progress• Manage changes to the project scope, project schedule, and project resources• Ensure that all projects are completed on-time, within scope and all barriers are communicated to appropriate parties• Establish and maintain interdepartmental relationships with all stakeholders • Perform risk analyses to minimize project risks• Effectively communicate with project stakeholders to ensure that they are adequately informed on the project’s progress• Prepare proformas regarding changes in service lines and/or staffing structure• Anticipate leadership needs by gathering records, reports, data, and correspondence• Informs executive leadership of potential operational problems• Prepare various documents and handle confidential matters in accordance with SSC policies and procedures

• Extensive international client experience, including business travel to Middle East, Latin America, and Europe in an effort to increase patient volume, and revenue• Participate in every selling cycle (from prospecting and cold calling to through presentation development and maintenance of relationships) related to the sale of CCHMC services to other hospitals and healthcare systems• Work closely with a multitude of teams and healthcare professionals including physicians, researchers, and senior level executives to ensure we are growing revenue and providing excellent services for the patients/clients we serve • Develop consistent sales and business development information that monitors and alerts CCHMC to changes or opportunities with competitors as well as prospective or existing partners • Participate in improving organizational performance by recommending areas or approaches for improvement to better serve our client’s needs• Responsible for servicing and supporting partner hospitals and health systems to ensure they are aligned and satisfied with our services• Appointed international marketing liaison to bridge gap and help develop targeted marketing strategies to identify cultural nuances, and best approach for global brand awareness and client expansion.• Plan, coordinate, and execute conferences, meetings, symposiums and events to further collaborate with outside organizations and institutions, globally and domestically to increase awareness of CCHMC capabilities and services.• Assist with recruitment of joint application research grants from internal and international institutions.• Completion and Certification of Excellence in Strategic and Conceptual Selling (Miller Heiman)

Franklin, Tn

• Managed a team of 16 direct reports • Managed, tracked and drove department financial numbers to ensure monthly revenue goals were met • Managed 70+ payor clients to recover overpaid insurance claims from providers, and members• As hiring manager- screened, conducted interviews, and submitted offers for new hires • Assisted with implementation of new clients utilizing our service• Tracked monthly/daily placements by client and reported results back to the client• Tracked recovery trends by client based on cash vs direct pays throughout the month • Attended weekly calls with strategic clients to provide feedback and updates on progress of collections, and report any concerns, and share successes with what’s working well• Set clear expectations with client of what information is needed to ensure quick turnaround time of recoveries• Addressed any Better Business Bureau (BBB) complaints or inquiries for company and client satisfaction• Subject Matter Expert (SME) on implementation of Workforce Management (WFM)• Licensing manager. Ensure all required information is obtained and submitted to maintain collection license per state• Proficient in Avaya CMS Supervisor, and NICE IEX for WFM

Franklin, Tn

• Responsible for handling escalated client calls which needed management attention and resolution• Helped create new working standards for the inbound/outbound teams to increase client revenue • Conducted consumer call training classes• Created standard operating procedure for call and contact requirements for department• Responsible for the percentage of wait date reports to ensure client turnaround times were met• Helped create a new claims inventory report for department to ensure the clients service contract is being fulfilled • Created activity audit reports on individuals to ensure we met the needs of the clients

Franklin, Tn

• Provided expert claims support by reviewing, researching, negotiating, and resolving all types of claims to the satisfaction of our clients • A consistently top performer in achieving revenue recovery targets averaging 111% per month• Consistently recognized as top call performer- required 70 calls per day, averaged 89 or 127% of goal• Consistently recognized as top contact performer –required 30, averaged 39 or 130%• Re-wrote letter issued to members for pharmacy claims to make it easier for members to obtain dollars to ensure they paid the appropriate payer• Ensured adherence to state and federal compliance polices, reimbursement policies and contract compliance• Adhered to all Fair Debt Collection Practices Act (FDCPA) rules and guidelines

• Managed all daily accounts receivable activities• Pulled weekly and monthly reports of denied and unidentified claims• Managed and tracked the process of paid, denied, uncollectible and duplicate claims• Coordinated account activity with Regional Account Mangers and Field Directors to ensure monthly budgets are met to maintain relationships with providers and payers to establish open lines of communication

Ba, Public Relations, Marketing

Activities and Societies: Delta Gamma, Student Alumni Association, American Marketing Club, Public Relations Student Society of America.

Ba, Public Relations, Marketing