Customer Service Management
Resume:
SOPHIA S. GILL, CPA
Austin, TX *****
*****@****.***
SUMMARY
Results oriented self-starter proficient in financial planning, modeling,
reporting and analysis, operational and business systems consulting and
project management. Creative and analytical, skilled in identifying root
causes and innovating solutions to improve profitability, productivity and
quality. Exceptional communicator works well independently and with
diverse personalities, driving self and team to achieve optimal results.
Strengths include:
? Research, analysis and projections ? Activity based
costing ? Workflow analysis and tailored solutions
? Budget and strategic planning ? Project Management ?
Complex situation assessment
? Presentations and training ? Advanced level Excel/Access
? Experienced manager and team player
PROFESSIONAL EXPERIENCE
Affiliated Computer Services, a Xerox Company- Austin, Texas
2008 - Present
Operations Business Analyst, Texas Medicaid Healthcare Partnership
Business analyst for the Texas Medicaid program responsible for operations
project management including contract negotiations, stakeholder
representation, operational analysis, project documentation and contract
adherence during system change planning and deployment of projects.
. Manage or participate in cross-functional teams alongside technical,
business, legal, financial and client stakeholders to identify, negotiate
and document project business requirements, functional design, testing,
deployment and post deployment verification
. Oversee and coordinate projects to ensure that timelines, contract terms
and stakeholder needs are met, operational impacts are identified,
policies and procedures are updated and impacted parties are notified.
. Develop and analyze cost containment and business process improvement
initiatives
Seton Family of Hospitals - Austin, Texas
1992 - 2008
Lead Business Systems Analyst, Network Rehabilitation Services, 2007-2008
Performed business systems analysis and consulting for 10 sites with
concentration on revenue integrity and the revenue cycle, resulting in
improved effectiveness, profitability, reimbursement and productivity
. Drove performance improvements by identifying ineffective processes and
optimizing operational linkages between clinical and infrastructure
departments including Finance, Billing, HIM and Managed Care
. Ensured consistent practices, accurate charge capture, effective
authorization processes and contract adherence, maximum reimbursement and
minimization of denials and patient billing issues.
. Analyzed, monitored and promoted competitive market pricing, optimal
charging and accurate billing
. Extracted, analyzed and interpreted financial and benchmarking data and
reports for management team.
. Identified preauthorization process weaknesses and recommended front
office practice changes with additional net reimbursement approximating
$1M per year.
. Designed, presented, trained and collaborated with management team on
budget creation, strategies, system improvements, staffing efficiency;
supply utilization and expanded application of technology
Senior Financial Analyst, Network Diagnostics and Therapeutics Division,
1996-2007
Financial advisor to Vice President and Directors, providing primary
analytical support and strategic input for division encompassing 8 service
lines, 10 sites, 5,000+ employees and a $150M annual expense budget.
Served as division's organizational link to Network Finance, Budget and
Accounting.
. Led the division through multiple budget seasons, overseeing the
achievement of timelines and divisional goals. Provided leadership,
analysis, research, recommendations, training, education and skill-
building.
Provided extensive analytical support of all hospital based ancillary
departments including review of financial statements, contracts and
underlying accounting treatment
Initiated value propositions including financial projections and pro-forma
income statements
Designed and performed financial and operational research and analysis,
providing interpretation and presentation of findings and recommendations
for improvement to Vice President and management team.
Formulated and implemented strategies around expense reduction, costing
systems, benchmarking productivity improvements and negotiations
surrounding operational and capital budget completion.
Director of Administrative Services - Seton Northwest Hospital, 1994-1996
Leadership position reporting to hospital Administrator, managing 50 staff
and a $2.7M operating budget. Managed registration for Emergency Room,
Lab, Imaging, Sports Medicine and Main Admissions. Director responsible for
overseeing Health Information Management (HIM), Food Service and Supply
chain.
. Represented hospital in problem resolution and negotiations relating to
insurance and managed care contract compliance including
preauthorization, billing, denials and patient billing/customer service
issues.
. Provided financial oversight of SNW hospital and the Medical Office
Building, including monthly review of GL, financial statements and
annual operating and capital budget processes.
. Presented financial results to hospital management team and physicians
at monthly meetings.
. Led registration team through consolidation of 3 registration points of
service and re-engineered processes. Achieved significant reductions
in wait times and salary expense.
Senior Project Analyst - Seton Medical Center, 1992-1994
Analyzed financial records and operations of acute care hospital and
affiliated outpatient facilities, providing management advice and
recommending operational, system and financial improvements.
EDUCATION
Master of Business Administration
Emphasis in Strategic Management & Marketing
The University of Texas at Austin
Bachelor of Science in Accounting
Ithaca College Ithaca, New York
CERTIFICATION & PROFESSIONAL DEVELOPMENT
Certified Public Accountant - Current Texas CPA and
practice unit licenses
40 hours of continuing professional
education annually
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