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Work Background
ExperianAnalytics Consulting Senior
Oct. 2018RemoteMore than 60 percent of U.S. hospitals count on Experian Health solutions
These providers—along with thousands of medical practices, labs, pharmacies, and other risk-bearing entities—are making smarter business decisions, boosting their bottom lines, and strengthening patient relationships. Our clients have discovered the value of our revenue cycle management, identity management, patient engagement, and care management solutions to power opportunities in the new era of value-based reimbursement.
Experian Health is powered by the strong healthcare heritage of our legacy companies, plus the deep data and analytics capabilities of Experian. This unique combination positions us well to help you succeed.
Aurora Health CareOperations Analyst-Collections (remote)
Aug. 2016 - Oct. 2018United StatesCollaborate with leadership to analyze, design, build, and implement effective internal and external collection strategies, including key performance indicators, collection tools, workflows, work standards, process implementations, and audits/controls. Encompassing everything from call routing/dialer campaign design workflow to agency management and reporting along with agency audits. Research and provide enhancements to current systems and technological advances within the industry.
Develop and provide process direction and documentation for external and internal performance/strategy. Maintain and track all procedures and documentation for the PAS and PDR website.
Develop and deploy collection reports and measurement tools.
Create reports for both internal and external collection entities including both collector and agency performance. Provide explanations and recommendations for adjustments in strategy due to trends/swings as needed.
Execute audits of agency contracts including site visits, review of insurance requirements and on-site security of patient information. Ensure that agency work standards are followed.
Develop continuous improvement techniques to reengineer existing policies and procedures. Propose process refinements to enhance internal/external support and service. Educate caregivers, patients and third party vendors regarding Aurora Health Care’s collection policies and procedures. Perform risk assessment and ensure compliance with all department policies and procedures
I am a full-time telecommute, remote team member.
Aurora Health CareManager, Patient Debt Recovery
Jun. 2012 - Aug. 2016Greater Milwaukee AreaAurora Health Care is an integrated not-for-profit health care provider serving communities throughout eastern Wisconsin and northern Illinois. At Aurora, we believe that coordinated care is better care. Our patients enjoy a comprehensive array of health care resources and access points depending on their individual needs. From primary and specialty care to hospitals, pharmacies, lab and home care, we've developed a model of care that improves quality, makes care more efficient and affordable, and enhances every patient's health care experience.
Froedtert Health Medical GroupManager of Patient Accounts
Aug. 2009 - Aug. 2011West Bend, WI• Responsible for managing customer service, patient financial services and accounts receivable.
• Directed collection of accounts receivable through financial assessment processes and payment arrangements that resulted in increased revenue
• Monitored third party payor collections, appeals, denials and outstanding claims to expedite resolution of payment issues, improve efficiency and increase revenue
• Established, implemented and maintained productivity and quality standards that increased employee production levels by 25%
• Created and implemented employee tools to align job requirements with performance levels, resulting in improved communication and talent retention
Management Research Services, Inc.Operations Manager
Jun. 2008 - Aug. 2009Brookfield, WI• Responsible for all operations including human resources, quality, business performance and profitability.
• Evaluated programs and trends analysis data, creating reporting methods to benchmark, measure and monitor achievement of established goals needed for effective budgeting and staffing models
• Successfully migrated 35 team members and managers to pay for performance system, creating incentives and goals that improved morale and enhanced productivity • Improved employee retention processes through implementation of interviewing, training and targeted development plans that ensured best practices for succession planning and expanded opportunities for promotion
• Collaborated with managers and staff to evaluate training and development needs, providing coaching and implementing behavioral based quality programs that improved productivity and elevated customer experience results
• Created guidelines and implemented work at home programs to accommodate business growth while providing operational space savings
• Managed cross functional teams and projects for new product development, operations and human resource initiatives, increasing product offerings and expanding entry to new markets
The Frantz GroupCall Center Manager
Jul. 2006 - Dec. 2006Grafton, WI• Managed lead generation on behalf of strategic marketing clients including IBM, Lenovo, Panasonic and Sterling Commerce.
• Managed resource allocation of call center representatives as defined by individual strengths and customer needs, maximizing lead generation needed to meet client requirements. • Analyzed call center results and developed reports, providing strategic marketing clients with information needed to ensure effective change management and attain desired outcomes
The Frantz GroupAdvisory Employee Development Manager
Jan. 2006 - Jan. 2008Grafton, WI• Responsible for facilitating communication between staff and call center management.
• Consulted managers and staff regarding problem solving, employment issues and development, providing recommendations needed for effective decision making
• Evaluated performance programs to measure achievement of established goals, resulting in targeted training and development programs that ensured successful business outcomes
• Managed all aspects of hiring, staff development, training programs and presentations, ensuring implementation of best practices to enhance skills and ensure talent retention
Assurant HealthTechnical Writing Manager
Jan. 2005 - Jan. 2006Milwaukee, WI• Responsible for scheduling and completion of all intranet and internet client communication projects.
• Successful managed migration to CMS environment for corporate rebranding project, coordinating training, staffing and scheduling to ensure project completion within deadline and under budget • Managed team to develop content and processes for Knowledge Management and Customer Operation projects, ensuring appropriate communication flow and customer satisfaction
• Created clear communication materials and style guide standards for consistent content messaging
• Created performance and quality measures for Technical Writers, increasing productivity and ensuring accurate, timely project completion
Assurant HealthCall Center Manager
Jan. 2002 - Jan. 2005Milwaukee, WI• Assist in managing claims and benefits call center with staff of 140 for Specialty Products and Individual Medical Accounts.
• Analyzed call center results and developed reports for senior management, providing recommendations that resulted in improved forecasting of call volumes and cost effective staffing methods
• Developed and implemented improvements to quality program that enhanced staff skills and improved customer satisfaction within line of business by 35%
• Established employee tools for monitoring individual performance to enhance awareness of behaviors, goal setting and results. Project increased production levels 47% and reduced escalated calls 52%
Custom Tank Technologies (company closed)Customer Service/Sales Manager
Jan. 2002 - Jul. 2002Saukville, WI• Responsible for all activities and staffing related to customer service and sales
DB Rubin, Inc.Customer Service/Sales Manager
Jul. 2000 - Aug. 2001Mequon, WI• Responsible for all activities and staffing related to customer service and sales
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