SSM Health

• Lead development and implementation of revenue cycle practices, policies, and procedures for hospital operations in the Oklahoma region; which includes 4 hospitals and 5 - 24/7 healthplex locations around the Oklahoma surrounding areas. 
• Manage deployment, monitoring, and upgrades of analytic tools, ensuring data quality and integrity.
• Oversee departmental budget compliance, supported accounts receivable reviews, and forecasted key business metrics.
• Revenue Cycle Liaison for the Oklahoma Region - As a strategic partner and problem-solver supporting both Professional Billing (PB) and Hospital Billing (HB) operations across the Oklahoma region. I collaborate closely with Revenue Cycle ancillary teams to address complex RCO challenges, streamline workflows, and implement sustainable solutions. My focus is on optimizing operational efficiency, enhancing cross-functional communication, and driving continuous improvement across the revenue cycle landscape.

Regional Director of Revenue Cycle | Front-End Operations | Revenue Cycle Liaison - Oklahoma Region

University Medical Center New Orleans

The Director of Patient Access provides leadership, direction, and support for developing, implementing, and managing the efficiency and effectiveness of the Patient Access operations of LCMC Health System flag ship facility at University Medical Center of New Orleans.

▪ Lead and knowledgeable in the areas of patient registration, billing, accounts receivable (AR) and cash management requirements, managed care contractual terms and requirements, health insurance practices, industry regulatory requirements, business office operations, AR and financial reporting technology, wage and hour regulations, basic accounting, and industry standards for healthcare revenue resolution management practices.
• Led optimization projects in patient access operations, including MBI enhancements and centralization of NOA, resulting in increased efficiency and accuracy system-wide.
• Spearheaded the Payer Demographic Automation Project, reducing name mismatch denials by automating real-time eligibility responses, leading to a monthly ROI of 7 million.
• Acted as the primary liaison to Experian for the LCMC Health and 1:1 Mapping Project, ensuring optimal plan selection and enhancing payer mapping responses.

Principle responsibilities will also include directing the overall functions of assigned areas across the continuum to support quality, cost and satisfaction outcomes; assuring department is appropriately staffed and providing performance feedback, assure appropriate management of Patient Access, and all other utilization functions.

▪ Ensures that all staff are provided with job descriptions, performance stands, competency/developmental binders, and mission and goals statements. Ensures that all staff employees are properly trained, developed, and provided ample opportunity for professional growth.
▪ Manages employees in a positive and participative manner, modeling behavior that is consistent with the organization’s mission and values.

Director of Patient Access | Hospital Operations

Mosaic Life Care

The Director of Patient Access is responsible for administering, coordinating, and monitoring the performance of patient access operations across the organization, including scheduling, pre-registration, insurance verification, referral management, prior authorization, financial clearance, and registration for hospital and clinic services. 

*Implements emerging best practice strategies to increase front-end efficiency and fortify the patient experience. To achieve these goals, the Enterprise Director of Patient Access identifies opportunities to work with leaders in other organizational areas – including compliance, clinical service lines, case management, Patient Financial Services and other departments – to ensure regulatory compliance, increase care coordination, and improve communication among departments. 

*Principle responsibilities will also include directing the overall functions of assigned areas across the continuum to support quality, cost and satisfaction outcomes; assuring department is appropriately staffed and providing performance feedback, assure appropriate management of Patient Access, and all other utilization functions. 
*Interact with leadership and front-line caregivers across the organization to accomplish department goals and assures that department objectives align with Mosaic's Mission/Vision/Values and Strategic Priorities. 
*Responsible for designing and leading an integrated (enterprise) Patient Access services including all access service areas.

Director, Patient Access Hospital Operations | Revenue Cycle

Avenue 360 Health and Wellness

The Director of Revenue Cycle and Billing will be an integral member of the leadership team and is responsible for overall performance of revenue cycle and billing operations. This position provides leadership, staff development, and budgeting in accordance with policies and procedures and related regulations.

*Primary point of contact and leadership responsibilities for clinicians and leadership as it relates to centralized patient and billing operations
*Maintains liaison with all levels of administration, providers, and outside organizations to coordinate practice business, accomplish directives and to facilitate the resolution of problems.
*Ensures proper staffing for billing, coding, and patient financial services staff in accordance with budgetary guidelines. Effectively recruit, hire, coach, train, and develop billing team.
*Establishes schedules, task assignments, and allocation of manpower, space and equipment to ensure effective revenue cycle.
*Assists in the development and implementation of written policies and procedures that govern the operations of the clinics.
*Evaluates, develop, and implement solutions for strategic growth.
*Develop and implement solutions to optimize revenue collections.
*Evaluate and develop data driven action plans for efficient, ethical, and productive business practices that lead to patient, employee and physician satisfaction.
*Leads grant based (330e, 340b, UDS, Ryan White, etc..) revenue cycle audits.
*Accountable for decreasing bad debt, improve cash flow and effectively manage accounts receivables.
*Coordinate effectively with management of revenue cycle activities across the organization to include, but not limited to front desk, billing, collections, financial counseling for patients and staff training.
*Compile and prepare various status reports for management in order to analyze trends and make recommendations.

Corporate Director of Revenue Cycle | Billing

Trinity Health (HQ Michigan)

***Trinity Health Corporate Office***
▪ Key member of Revenue Cycle leadership team with overall responsibility for all Patient Access functions for a 1.7B regional health ministry within Trinity Health.
▪ Currently oversee a staff of 300 Pre-Access, Patient Access, and Financial Counseling colleagues across four acute care entities, and one behavioral health hospital.
▪ Responsible for strategic planning and alignment of departmental goals in concert with Revenue Cycle goals and organizational strategic plan.
▪ Manage daily operations of all functions and liaise between Service Center & facility. Key promoter of Service Center functions and daily activities at the facilities.
▪ Develop goals, budgets, performance standards for each area; identify & implement ways to lower costs & improve service.
▪ Develop cross functional leadership team with aligned policies and procedures and operational oversight of three COVID drive thru sites and two mobile units – continuously improve operational value of these two sites. 
▪ Implement Emergency room estimates tool and deposits on prior balances. Defer/Delay policies applied to help improve collaboration with patients, physicians, and improve collection efforts all around revenue cycle. 
▪ Vendor management – worked with Change Health to enhance Medicaid eligibility effectiveness and to free up Financial Counseling operations to include bedside and call back collection efforts. 
▪ Collaborate with Human Resources to implement equity adjustment based on market analytics that resulted in increased salary for our Revenue Cycle Operations. 
▪ Enhanced Patient Access scripting and training to improve the patient experience.

Regional Director of Patient Access | Revenue Cycle

Parallon

***HCA Houston Healthcare Southeast***
▪ Currently oversee a staff of 35: 1 manager, 3 supervisors & 31 patient access registrars (3 are financial counselors) and in charge of PA staff at x2 Free standing ED's (North Channel & Fairmont)
▪ One-half of staff is in ED and other half is in Main Admitting (Day Surgery, Outpatient Services & Radiology).
▪ Achieved 2019 Employee Engagement survey ranking of #2 facility in HCA within the large hospital category and #14 overall with a score of 83. Increased Press Ganey patient satisfaction ratings for outpatient test and treatment from 73rd to 12th percentile over a one-year period. Participated in the 
 Outpatient Testing Throughput Committee. 
▪ Develop goals, budgets, performance standards for each area; identify & implement ways to lower costs & improve service.
▪ Integrate department’s services with hospital’s primary functions; develop/implement policies & procedures to guide & support service; monitor, evaluate & enhance department’s performance in compliance with Service Level Agreements.
▪ Train staff in Meditech & other industrywide reporting metrics for compliance with financial clearance activities.
▪ Evaluate reporting metrics for compliance with policies and processes for industry best practices.
▪ Maintain & facilitate harmonious relationships with facility managers, patient business services, case managers, IT specialists, physicians and their office staff.
▪ Use occurrence reporting system to report potential patient safety issues; stay abreast of infection control, patient safety, quality improvements, MSDS & OSHA standards.
▪ Establish key performance indicators (KPIs) for financial clearance processes, training & development, process improvements, revenue protection, optimal patient experiences, compliance with industry-wide initiatives, etc.

Director, Patient Access - HCA Houston Healthcare Southeast

***HCA Houston Healthcare Mainland***
▪ Lead a staff of 17: 1 supervisor, 2 Teamleads & 14 patient access registrars (1 is a financial counselor).
▪ One-half of staff is in ED and other half is in Main Admitting (Day Surgery, Outpatient Services & Radiology).
▪ Manage daily operations of all functions and liaise between Service Center & facility. Key promoter of Service Center.
▪ Develop goals, budgets, performance standards for each area; identify & implement ways to lower costs & improve service.
▪ Integrate department’s services with hospital’s primary functions; develop/implement policies & procedures to guide & support service; monitor, evaluate & enhance department’s performance in compliance with Service Level Agreements.
▪ Orient, develop, mentor & counsel staff; write performance evaluations; schedule staff for ongoing training for regulatory & company compliance policies, changes in payer requirements, etc. Ensure quality review measures are in place.
▪ Train staff in Meditech & other industrywide reporting metrics for compliance with financial clearance activities.
▪ Evaluate reporting metrics for compliance with policies and processes for industry best practices.
▪ Maintain & facilitate harmonious relationships with facility managers, patient business services, case managers, IT specialists, physicians and their office staff.
▪ Establish key performance indicators (KPIs) for financial clearance processes, training & development, process improvements, revenue protection, optimal patient experiences, compliance with industrywide initiatives, etc.

Director, Patient Access - HCA Houston Healthcare Mainland

Conifer Health Solutions

•The Process Director of Implementation and Optimization, RCM / Patient Services is tasked with the optimization and standardization of the business processes enterprise wide.
•Implement and Optimize by standardizing people, process, and technology to meet service level agreements with clients enterprise wide
•Work with ancillary vendors to optimize efficiency of any vendor tools that Conifer has for their clients and ensure that we are maximizing the tool and enhancing it periodically 
•Work with operations leaders, process engineers, vendors and other stakeholders (BPI, Client Delivery, IS, Compliance, etc.) to identify issues, drive resolution and set strategic direction.
•Design, build and track any changes to Process Maps and P&P, including development and oversight  on training
•Identify & initiate improvement projects (calculate ROI, create project charters and SRs, and prioritize against other projects)
•Manage vendors’ performance, identify their full capabilities and assist with governance, implementation and marketing best practices enterprise wide
•Support External Audit Requests; including preparation, audit proceedings, and report out/follow up
•Oversee my project management team of three and ensure that each and every project is returning value to the company based on projected ROI’s
•In 2016-17 with the technology our team implemented enterprise wide we saved the company approximately 9 million in annual cost savings
•Path to Excellence project is a point of service collections project that our team lead enterprise wide with training, job aid documents, and technology to enhance collections 
•Complete gap assessments for operations staffing analysis and provide ample feedback to mitigate roadblocks that occur or would be on the horizon
•Lead weekly performance review calls to ensure key performance metrics (KPI’s) are being met and if not being met have collaborative meetings with teams to bring them up to performance standards

Corporate Director, Process Excellence / Implementation and Optimization

Baylor Scott & White Health

Plan, organize, develop and manage the overall 24/7 operations of the Admission and ED Registration Department, including financial responsibilities, facility management and all activities relative to staffing, work assignments, hiring/termination, performance reviews, orientation and professional development.

*Implement electronic check in with our registration operations to enhance the patient experience and cost savings of using paper format, and batching patients upfront during the manual sign in process 
*Develop “GEM” Going the Extra Mile – program to motivate and energize staff with certain assigned metrics and monitored through every quarter, and drove out staff education to help improve Key Performance Metrics by utilizing a balanced scorecard created for staff
*Drive Lean Daily Management culture throughout the Admissions department and completed GEMBA walks within the facility in different departments to assist in improving KPI metrics
*Utilize idea generation for innovation which is derived mainly from the employees of the department
*Improved our A/R collections up to a 250% increase from compared to last year’s collection efforts in A/R – Currently on a monthly basis we collect from $30,000 to $80,000 in A/R alone. 
*Improved POS collections efforts; currently collecting on a monthly basis between $175,000 to $250,000 – Up from the previous year’s averages - Annual Improvement of 1.5 million to 2.5 million in total upfront Admissions POS collections from 9/2014 to 9/2015
*Developed "my pleasure initiative" to assist with customer service enhancements and create a better culture for our employees and customer experience
*Participated in multiple teams; Environment of Care committee, Patient Experience committee, Denial Management Team, and Lean Practitioner teams within the Baylor Scott and White health system

Regional Manager, Access Services - Austin / Round Rock Region

Nix Health Care System

* Primary administrator and trainer for Patient Financial Services modules used for billing and collections.
* Liaison to Accounting, Information Technology, and Health Information Management for Revenue Cycle issues.
* Performs data extraction to support internal and external requests related to Patient Financial Services.
* Primary administrator and trainer for Patient Financial Services information systems and modules used for billing and collections
* Automated ERA/EFT process flow upon arrival to improve the progression time for cash posting in the PFS department – worked with Siemens vendor to produce this to occur within the PFS program
* Successfully transitioned into a new PFS clearinghouse; which allowed me to learn and become familiar with the enrollment process with payers, and to adjust our PFS technology to affix with the new clearinghouse for a smooth transition
* Develop multiple queries, and SQL queries for data extraction on a needed basis for external vendors related to PFS operations and/or any necessary audits pertaining to PFS
* Maintain and manage CDM table through excel spreadsheets and medassets program to track all changes and additions to the CDM table for the full Nix Health System

Systems Administrator, Patient Financial Services

Baptist Health System

* Manage assigned team whose functional responsibilities include patient registration (scheduled, non-scheduled and emergent) for all hospital departments ensuring:
-Validation or processing of eligibility, pre-certifications and referrals prior to service delivery
-Securing of consents and authorizations for service delivery
-Request for and documentation of payment at time of service
-Processing payments
* Monitor, track and report hospital specific performance
* Ensure compliance with processes designed to mitigate/prevent claim denials
* Select or assist in selection of personnel for hire and promotion; takes appropriate actions regarding counseling, disciplinary actions, demotion and termination
* Manage, support and coach direct reports
* Respond proactively to employee needs and concerns, and minimize staff turnover

Manager, Patient Access - Hospital Operations

*  Assume leadership of patient registration, the business office and is the facility contact for patient billing questions.
*  Responsible and accountable to manage the quality of the services provided through the patient access department
*  Develop my role according to the need of clients, the facility, patient access, the business office and the community
*  A significant aspect of this role is to problem solve, collaborate with other departments, evaluate the effectiveness of services and promote effective communication

Interim Director, Admission Services

*  Responsible for managing and directing efforts of personnel in all aspects of the Admitting functions and to support the Director of the department and fill in during the Director’s absence.
*  Manage daily operations of main admitting, scheduling, business services focusing on the outpatient operations to ensure improved outpatient satisfaction scores. 
*  Manage to eliminate boundaries to achieve integrated, efficient and quality service.
*  Achieve ongoing compliance with all regulatory agencies
*  Serve as a resource to employees and customers as demonstrated by visibility and knowledge of issues.
*  Demonstrate flexibility in response to changing healthcare environment
*  Demonstrate knowledge of changes in payer policy and CMS policy
*  Anticipate and respond to problems and risks
*  Communicate effectively with all levels in the organization and with inter/external customers
*  Identify and implement processes that will help to strengthen the department and provide further growth to the position
*  Motivate/coach and train staff to accomplish assigned tasks and designated workloads within specified time frames positively enforcing the use of the tools available to all the registrars
*  Participate in Performance Improvement activities within the department and in conjunction with other departments and their leadership

Manager, Admission Services

* Check in and reconcile charts daily to ensure all are picked up daily
* Work Discharges Not Final Billed (DNFB) reports daily to make certain as many charts are billed out as quickly as possible
* Work closely with Medical Staff for prompt completion of required dictated reports
* Monitor and Finalize Payroll for all employees’ in the Health Information Management Department
* Supervise a total of fifteen plus employees including charges, birth registers, team leader, physician service assistant, analyzers, charge document specialist, and roughly about 5-7 operations crew members
* Maintain ninety eight percentile or better QA with the Horizon Patient Folder Images for all operations staff members
* QA and review 50 charts a month to be sure facility quality standards are being met in all categories; 10 inpatient charts, 10 surgery charts, 10 outpatient charts, 10 observation charts, and 10 bedded patients
* Assists staff and physicians when needed on completing electronic medical records
* In charge of delegating workload to all employees within the H.I.M. Department so that Prep, Scan, and Indexing charts are completed timely upon arrival to H.I.M. Department 
* Experienced in ICD-9, CPT, and HCPCS codes
* Monitor HPF Queues and maintain as low a count as possible and delegate queue assignments to other staff members

Manager/HPF Imaging Coordinator, Health Information Management (HIM)

*  Monitor and Finalize Payroll for all employees’ in the Admissions Department
*  Supervision of a total of fifty plus employees that are currently in various areas of Admitting
*  Staff scheduling for a demanding department that requires twenty-four hour coverage
*  Maintain minimal error rate, and insurance denial rate set by Management standards 
*  Communicate billing clarification to patients using layman’s terms to facilitate understanding. 
*  Design and present educational Department meetings utilizing Microsoft Office 2007 Powerpoint to keep staff informed of up to date with the standards set by our Baptist Health System values.
*  Author professional correspondence to customers and vendors.
*  Exercise good judgment in the handling of accounts and demonstrate a professional approach in dealing with stressful patients in a timely manner and respectfully
*  Assess teamwork, flexibility, and adaptability of the Admissions Team. 
*  Communicate regularly with staff, and management to address ongoing strategies and concerns.
*  Rapidly learn and master varied computer programs; completed numerous company presentations, forms creation, birthday certificates, etc., utilizing Microsoft Word, Excel, Powerpoint, and Publisher. 
*  Create organizational charts and diagrams using Microsoft Office 2007 Programs (Visio, Word, etc.)
*  Train, supervise and evaluate staff and provide coaching improvement plans to employees.
*  Improved employee satisfaction Gallup scores from 3.4 to 4.1 (5 is highest attainable score)
*  Awarded Employee of the Quarter – Fourth Quarter July ’09
*  Nominated for Employee of the Year – FY ‘09

Supervisor, Admission Services

*  Assist the staff in Registration, Insurance Verification, Financial Counseling, Cashiering and Control Desk
*  Coordinate training for all personnel both at the time of employment and ongoing
*  Schedule and assigned staff
Assist with monitoring and tracking performance including:
*  Number of admission/registrations per staff member per month
- Error rate for staff
- Patient Wait times
- Customer Satisfaction
*  Provide assistance to staff to resolve issues (staffing issues, patient/insurance company complaints)
*  Forward recommendations concerning personnel and programs of the department to the Director
*  Utilize resources efficiently and effectively
*  Maintain a safe environment
*  Participate in Performance Improvement activities

Teamleader, Admission Services & Insurance Verification Team

*  Gather and verify patient demographic and insurance information and enters it into the system prior to or at the time of the date of service. 
*  Review and update patient accounts to ensure BHS
has accurate and current information to process claims and obtain payment
*  Reviews the MPI search function so that no medical record numbers are duplicated
*  Verify insurance benefits by utilizing on-line eligibility systems or by calling insurance companies to obtain patients’ insurance benefits and precertification
*  Communicate with physicians’ offices to resolve authorization issues and coordinate admissions
*  Maintain current knowledge of changes and requirements relating to the various insurance carriers by maintaining constant communication with the Central Billing Office and the insurance carriers
*  Respond to complaints or inquiries and forwards to the Admissions Supervisor
*  Inform patients of their financial responsibility, establish acceptable payment arrangement with patients, Incorporates all previous outstanding balances, and notes financial arrangements made with patient in the computer system
*  Collect co-pay, deductible, coinsurance, and deposit amounts from the patient as indicated on the
insurance care or from insurance verification information. Ensures compliance with EMTALA regulations when collecting monies in the Emergency Department
*  Make proper documentation for approved lengths of stay to ensure communication to the CBO and Core Coordination
*  Assist different functional areas within Admitting & Registration as needed when staff are sick or on vacations

Registration Specialist II

About Me
With over 29 years of healthcare experience and 22+ years in healthcare management, I am a motivated and results-driven professional with a proven track record of success. My ability to quickly adapt to new technologies, combined with exceptional interpersonal skills, allows me to effectively collaborate with professionals and non-professionals at all levels.

I specialize in delivering accurate and timely reporting, meeting administrative and management goals, and resolving organizational challenges through innovative solutions. My dedication to improving efficiency, customer satisfaction, and bottom-line results is complemented by my expertise in implementing systems and process improvements.

I thrive in deadline-driven environments and excel at building and leading high-performing teams. Known for my adaptability, I maintain professionalism and a sense of humor even under pressure. My experience spans handling sensitive, confidential information with discretion and managing complex operations with precision.

Core Competencies

Proficient in Microsoft Office Suite

Project Management & Process Improvement

Data Analysis & Report Preparation

Professional Presentations & Written Correspondence

Staff Scheduling & Operations Management

Insurance Verification & Benefit Analysis

Financial Counseling & Cash Collections

Demographic Validation, Charge Capture, and Entry

Pre-Certification & Medical Necessity

Professional Strengths
StrengthsFinder: Competition | Context | Learner | Restorative | Achiever

DiSC Leadership Evaluation: Objective Thinker with a focus on critical thinking, fact-based decision-making, and accuracy.

I am passionate about leveraging my expertise to drive positive organizational change and exceed expectations.

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