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Customer Service Manager

Smithfield, Utah, 84335, United States
May 23, 2010

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Scott R Smith

*** * *** * . **********, Utah ****5 . 435-***-**** . cell 435-***-****

Hospital Revenue Cycle Leader

Extensively experienced and goal-oriented Business Office Manager with a

demonstrated track record of FTE management, budget development and AR

performance improvement. Proven expertise in driving efficiency and

productivity through implementation of process improvements and employee

motivation. Talented leader directing highly skilled financial AR and

patient access teams to support achievement of overall corporate goals and

objectives. Core competencies include:

FTE Management Billing and Bad Debt/charity

Registration/Patient Collections analysis

Access Budgeting Point of Service

Leadership Development Project Management Collections



Career Experience

Intermountain Healthcare-Urban North Region, Ogden, Utah, 2006 - Present

Regional Patient Account Services Director

Accountable for the management of Patient Account Services for three

Hospitals and currently oversee billing, collections, follow-up team, cash

posting, customer service, and financial assistance. Develop highly

skilled management team and staff to achieve established objectives.

Participate on system wide organization team that implements policies,

procedures and revenue cycle improvement initiatives.

. Reduced Hospital AR days from 52 to 42 from 2007 to 2008

. Consistently reduced discharged unbilled accounts by over $2 Million

in 2010

. Reduced Medicare 90 aging from 19 percent to 1.8 percent from 2007-


. Increased Point of Service Collections by 96 percent from 2008 to 2009

. Successfully implemented central Self-pay unit for 21 Hospitals

Intermountain Healthcare-McKay-Dee Hospital, Ogden, Utah, 2003 - 2006

Women's Outpatient Services Manager

Manage five Hospital departments including Maternal Fetal Medicine, Women's

Health Center, Scheduling Center, NICU research, and Maternal Fetal

Medicine Research. Oversee financial performance and budgets for all

departments. Responsible for hiring, training, and motivating all


Key Achievements:

. Successfully managed new Women's Health Center in First Years of


. Helped oversee major hospital remodeling project with a budget of over


. Developed queries to track statistics and find lost charges.

. Helped Develop marketing plan that included newspaper ads, direct

mailers, and outreach opportunities for new Health Center.

Intermountain Healthcare-LDS & Urban Central Hospitals, Salt Lake City,

Utah, 2000 - 2003

Billing Supervisor

Supervise, train, hire, motivate and conduct performance evaluations for 20

employees in the business office. Oversee billing and AR functions for 4

IHC Hospitals, 4 dialysis centers and IHC Life Flight Billing.

Key Achievements:

. Supervised consolidation of four Hospital Business Offices and

successfully built relations with new employees, supervisors, and


. Discovered billing errors and worked with cardiology manager to reduce

write-offs of $150,000 in three month period.

. Motivated and helped team to reduce unbilled accounts by $1,000,000.

Set monthly goals with team to improve performance measures (AR days,

unbilled accounts, aging accounts, credits, etc).

Training Manager

Conducted training and orientation for all new employees on policy and

procedures, computer systems, job specific duties, and customer service.

Oversee all department educational activities and assure all employees meet

IHC and department education requirements.

Key Achievement:

. Created quality assurance award that was awarded quarterly for quality


. Implemented "mystery shoppers" process at Alta View and Cottonwood

hospitals. Results were used to improve customer satisfaction scores.

. Created PowerPoint presentations and trained staff on Emergency

Preparedness, Medicare Compliance, and 2002 Olympic Registration and

Billing Procedures.

Intermountain Healthcare-McKay-Dee Hospital, Ogden, Utah, 1996 - 2000

Bed Control/Registrar

Coordinated In-patient admissions to the hospital, collected demographic

and insurance information and registered patients.

Key Accomplishments:

. Successfully trained and Mentored new employees

. Created AS/400 macros to improve efficiency and accuracy for working

bankruptcies and AS/400 reports.


1 Bachelor of Science, Business Administration & Finance (1999)

Weber State University - Ogden, Utah

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