Caterina Jakubowski
Revenue cycle management leader with 20+ years of product management and business analysis experience at NextGen and Misys, skilled at tracing claims rejections, denials, and collection issues to their root causes and turning those findings into lasting fixes, documentation, and training, along with a track record of building and leading a support team from the ground up.
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About
Healthcare business analyst and former support leader with expertise in revenue cycle management, EVV aggregation, claims denials, and interoperability. Proven ability to facilitate stakeholder workshops, model current- and future-state workflows, and translate complex processes into SOPs, training content, and readiness materials. Built a support team from scratch, establishing documentation standards, SLAs, and reusable assets that drove operational efficiency and successful implementations.
Experience
Sr. Manager Interoperability Support at HHAeXchange (2024 – 2026)
- Tracked team performance and SLAs (remaining within 95% compliance per contract) using Jira and Salesforce Service Cloud, applying AI tools to surface case patterns and report visibility to executive leadership.
- Built and led a new 22-person elevated support team; recruited, coached, and developed representatives into a high-performing team.
- Reduced inherited case volume by 65% through targeted process improvements, SOP development, and workflow automation using established methods and new AI processes.
- Established service standards for case management, response times, and escalations, and directed team support for RCM and EVV provider needs, building expertise in EVV aggregation and data transmission.
- Owned end-to-end resolution of billing, configuration, and interoperability issues, partnering cross-functionally with Product, Implementation, and Operations to resolve root causes.
Customer Care Business Analyst at Experian Health (2023 – 2024)
- Promoted to partner with engineering and product management teams to improve product functionality
- Served as subject matter expert across departments, contributing to product and process documentation within agile workflows
- Collaborated with external vendors to manage customer integrations and resolve data exchange issues; certified staff on Salesforce for customer interactions
Customer Service Manager at Experian Health (2011 – 2023)
- Promoted to supervise seven employees; maintained optimal performance for all employees, including remote
- Monitored self-start projects by team members; identified process gaps and implemented changes accordingly
- Maintained Confluence pages for the department with quality control of staff contributions, and supported upper-level management through operational changes during acquisition integration
Customer Service Lead at Experian Health (2010 – 2011)
- Provided immediate subject matter support to customer service team; handled first-tier escalations from customers
- Identified process gaps and provided solution options to leadership, and contributed to the knowledge base as an article publisher for all team.
Product Manager/ BA Specialist at NextGen Healthcare Info Systems (2005 – 2010)
- Developed product design and enhancements with the agile engineering team to ensure marketability and usability
- Collaborated with cross-functional organizational departments and customers regarding system functionality
- Provided expert-level product training for internal stakeholders; led CCHIT EMR certification.
Education
Bachelor of Science in Zoological Studies – University of Texas at Austin
