Revenue Cycle Operations Manager at Virtual Business Office (2021-07 – 2026-01)
Directed daily operations for a remote team of collectors managing acute-care AR for major systems including AdventHealth, Boston Children's Hospital, Steward Health, and Memorial Sloan Kettering
- Analyzed AR inventory to identify denial trends, root causes, and process gaps; delivered actionable insights to reduce avoidable denials
- Designed and optimized work-queue strategies ensuring all claims received follow-up within 30 days
- Partnered with data analytics teams to compile and interpret KPIs including cash, aging, liquidation, denial trends, and inventory movement
- Led preparation and delivery of weekly, bi-weekly, and monthly client meetings, including reporting packages and performance summaries
- Strengthened client relationships through proactive communication and issue resolution
Senior Accounts Receivable Specialist at Surgical Notes (2020-10 – 2021-06)
Managed commercial and government AR for three ASC clients with combined monthly revenue of $3.5M
- Prioritized AR by payer, balance, and age to drive consistent cash flow and reduce aging buckets
- Interpreted payer contracts to support accurate appeals and prevent underpayments
- Provided AR trend analysis and Excel-based reporting to leadership
- Reduced commercial AR by $324K in 90 days through targeted follow-up and denial resolution
- Identified incorrect UHC contract loaded in Amkai and corrected reimbursement workflows
- Identified system configuration errors related to follow-up days, improving workflow accuracy
Senior Manager, Order Fulfillment & Patient Assistance at Lash Group / AmerisourceBergen (2019-07 – 2020-07)
Led operational and analytical functions for a pharmaceutical patient assistance program supporting 60,000+ oncology patients
- Managed 80 associates and 4 program managers across fulfillment, benefits, and reimbursement workflows
- Oversaw product returns, replacements, and lost/damaged processes in alignment with client contracts
- Implemented systematic task assignment, improving efficiency equivalent to reducing 4 FTEs
- Co-led annual reverification process, onboarding 200+ contingent workers to complete 45,000+ benefit reverifications in 3 months
- Documented internal processes, producing 57 job aids and a new onboarding/training manual
Director, Payer Relations & Billing at Curo Health Services (2016-02 – 2018-09)
Directed billing, collections, managed care contracting, and credentialing for $220M annual revenue across 240 hospice branches in 23 states
- Identified payer trends, reimbursement barriers, coding issues, and process gaps impacting cash flow
- Led implementation of Waystar clearinghouse across all branches
- Collaborated with SNFs on room & board billing and outpatient reimbursement
- Developed strategies to expand managed care contracts, including national payers such as UnitedHealthcare
- Achieved 100%+ cash to prior month's revenue for 9 of 12 months in 2017
- Increased commercial payer yield from 80% to 90%+ through focused denial management
- Reduced Medicaid DSO to consistently under 60 days
- Implemented monthly employee scorecards to improve accountability and performance
Senior Trainer, Medicare & ICD-10 at Acelity (2015-03 – 2016-02)
Delivered new-hire, process-change, and development training for all revenue cycle departments across NC and TX
- Served as subject matter expert for Medicare reimbursement guidelines
- Led training for transition from ICD-9 to ICD-10 for wound care
- Created PowerPoint training materials and department-wide education resources
Senior Manager, Patient Intake & Prior Authorization at Acelity (2012-12 – 2015-03)
Directed patient access, benefits, authorization, billing, and collections for a high-volume call center
- Managed 4 supervisors, 4 team leads, and 80–100 specialists
- Oversaw Medicare eligibility, medical necessity, authorization workflows, and clearinghouse rejection resolution
- Led denial management initiatives and reduced supply expense through medical-necessity-based resupply controls
- Served as key decision maker for ZPIC, RAC, and CERT audit responses
- Led task force to reduce denials related to therapy restarts
Supervisor, Internal Audit at Acelity (2010-07 – 2012-11)
Led team of 20 internal auditors and 5 RNs
- Created pre-billing audit process enabling 100% claim review prior to submission
- Established Compliance Committee and standardized audit documentation
- Used denial data to redesign front-end processes and reduce future denials
- Implemented weekly and monthly scorecards to track performance
Supervisor, Patient Financial Services at Acelity (2008-07 – 2010-07)
Led team of 15 specialists serving as liaisons between internal departments and external customers
- Implemented monthly performance scorecards and coaching plans
- Managed hiring, training, and performance development for new and existing staff
- Adjusted workflows and staffing to meet changing business needs
