Customer Service Manager
Resume:
RANDY I. STEIN
Coral Springs, FL 33071
754-***-**** cell (best contact #)
email: *********@*********.***;
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1 SUMMARY OF QUALIFICATIONS
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Healthcare manager with experience in a variety of Patient Financial Services and
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Patient Access environments. Dynamic leader with vision, organizational skills and a
record of accomplishments built on ability to create relationships, produce results and
deliver bottom-line growth. Excellent communication skills with capacity to handle projects
with a patient friendly focus to problem solving. Ability to work under pressure and meet
rigid deadlines.
EDUCATION
Master of Hospital Administration
The International University
Bachelor of Arts, Public Administration
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San Diego State University
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PROFESSIONAL EXPERIENCE
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Citrus Memorial Health System, Inverness, FL (Not For Profit Hospital System)
Director, Hospital Business Services (200 Bed Hospital) Oct 2008 –June 2010
Summary of Position: Director of Hospital's Revenue Cycle Accounts Receivable areas of
Patient Accounts, including departments of Billing, Medicare/Medicaid Indigent Care,
Collection, Customer Service and Control (cash posting). Also responsible for all Patient Access
departments, Admitting, Outpatient and Emergency Room Registration Departments
• Met Cash Goals 10 months in a row..
• Increased Hospital Profitability by $7 million in 2009
• Increased Cash Collections by over $12 million over previous year.
• Implemented employee Career Levels in Registration and Patient Financial Services
• Decreased Net Days in A/R from 60 to 34 days in 8 months. Currently operating as one of
the top 5% of Florida Hospitals
• Installed PFS bolt on’s: MedAssets Contract Manager, RQI Enterprise registration quality
assurance system, Emdeon Electronic Insurance Verification system, Epremis electronic
billing system)
• Acquired Online Employee PFS/Pt Access training modules thru Bridgefront education and
set rigorous revenue cycle education throughout areas.
• Became the Florida Beta site for HFMA’s Credentialed Revenue Cycle Representative
(CRCR) Exam, and having entire department go through the Credentialing course and exam.
• Initiated patient web payment modules for Hospital Web site
• Currently implementing Bank lockbox for self pay with scanning and creation of self pay 835
templates for electronic posting of Self- pay payments.
Opened Medicaid Office Partnering with the State of Florida’s Department of Children and
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Families (DCF)
Built Cross-functional teams in Patient Access with Case Managers, Financial Counselors,
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Insurance verifiers to expedite up front cash collections and easier access to hospital
surgeries and pre admissions.
Re-engineered business office insurance billing and collection departments into billing and
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collection teams with specific carriers.
Implemented Computer on Wheels bedside registration in Emergency Room
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Implemented Emergency Room referral program to Health Department for those not meeting
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emergent care criteria after medical screening as an alternative to our fast track.
Held Bad Debt percentage to 2.8%, overall uncollectible (inclusive of charity care) held to
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5% .
Negotiated contracts and implemented 10 managed care Insurance contracts in 10 months;
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(Aetna, Humana, Cigna, Universal Health, Freedom Health, Blue Cross Blue Shield, Quality
Health, PediiCare (Univ. of FL)
Spearheaded Revenue Cycle Team for developing cross functional teams for Denials, DNFB,
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Central Scheduling and Central Registration
Implemented Financial Counselors and increased up front cash collection by $850,000 in 6
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months ’09-‘10
Spearhead as sponsor the Revenue Cycle System Conversion from McKesson Star to
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McKesson Paragon system, coordinating Revenue cycle build team. (2010)
Implemented CSI “Friendly Patient Loan” Program to offset increase in patient volume in
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Self Pay.
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Independent Consultant (SELF EMPLOYED)
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(For Profit Hospital System) Cincinnati, OH
Consultant Patient Financial Services Nov 2007 -Aug 2008
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Summary of Position:
Develop Central Business Office for 3 hospital's for all PFS activities
Migration from 3 HIS systems to a single PFS system, implementation of 837 and 835
ansi electronic forms for common billing and receiving of Electronic remittances
Migrate purchased hospitals into single PFS system
Move into new CBO offices, and hire billing and collection staff.
coordinate with off site PFS team doing billing, transcription and charge entry in Delhi,
India
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Holy Cross Hospital, Ft. Lauderdale, FL (Not for Profit Hospital) 560 bed Acute
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Care Hospital Manager, Patient Financial Services & Patient Access Dec 2004 – Oct
2007
Summary of Position: Management responsibilities over Billing, Collections, Customer Service
and Cash Management departments; oversee 4 Supervisors and 44 associates; Highlighted
responsibilities below:
Developed Government Billing and Accounts Receivable collections team for Medicare,
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Medicaid and CHAMPUS payers, for a 40% payer mix for hospital.
Developed Managed Care Collections Teams for 75 contractual payers in highly penetrated
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Managed Care Market
Exceeded Monthly Cash Goals in Collection 10 times in 12months. $7.5 Million over Cash
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goal year to date.
Recognized by Catholic Health East as a Patient Financial Services site of Excellence.
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Implemented Care Medic All payer system, Care Medic secondary payer and Care Medic
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Medicare billing systems.
Implemented factoring in place of second placement for Bad Debts.
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Implemented Care Credit card system patient payment system along with several other
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initiatives for controlling self pay collections at point of service.
Streamlined bad debts to under 3%.
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Met all Key Performance indicators in Billing, Collections and Customer service.
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Implemented Meditech Client Server System in PFS department
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Recruited and established a top grading hiring philosophy for Patient Access staff in the ER,
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Admitting Outpatient and Central Scheduling. This reduces attrition rates by 75%.
Established a baseline Quality Assurance program to identify problem areas existing in the
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Patient Access area and implemented the AHIQA audit system to verify registrations in real
time as well as to monitor associates productivity and work quality. This enabled the clean
bill billing edits to rise to 98% real time accuracy, as front end problems were nearly
eradicated.
Broke down barriers between Patient Access and Patient Financial Services departments to
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both improve communications and workflow from Front to back end. Removed perceived
silo barriers between Patient Access departments to establish team concept and ease of
management flow and communications.
Established “participatory” management style for involvement of Patient Access Managers
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and Supervisors in decision making process.
Initiated cross training program to encourage associates and Supervisors to cross train in
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multiple departments in the Patient Access and Patient Financial Services area for help in
meeting our needs in the Patient Access registration areas.
Worked with ED Physicians and Nursing Management to implement “Bedside registration”
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program in the registration area in the Emergency Room.
Created a Career Ladder for Patient Financial Services and Patient Access departments, so
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that associates can develop their professional skills within the two departments and move up
wage groupings by successfully passing competencies at different levels. This had cut down
on department attrition. With this program in place we had 38 associates who became
certified patient account technicians (CPAT) recognized by AAHAM, the most in any
hospital in Florida
Met or exceeded cash collection goals in Outpatient, Admitting and Financial counselor
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departments. $1.6 million over targeted goals in Outpatient. And approximately $80,000
collected a month from bedside registration in the ER.
IGV Healthcare Consulting, Coral Springs, FL
Owner/Consultant Healthcare Management and Accounts Receivable Sept 2000-Oct 2004
Summary of Position:
Consulting services for Acute Care facilities and Physician practices, in the areas of
Benchmarking, Accounts Receivable Management, Business Office practices and Re-
engineering, Billing & Collection, Registration practices, Physician Practice start-ups and
Policy and Procedure development.
Improve client’s business office and registration areas by establishing objectives target
goals and working with the staff to implement operational improvements.
Physician billing practice consulting
Hospital A/R revenue cycle consulting
University of Miami Bascom Palmer Eye Institute and Anne Bates Leach Eye Hospital,
Miami, FL
(Academic Not for Profit Hospital and Clinics) (250 Bed Specialty Hospital and 10 Clinics)
Director, Hospital Business Services Sept. 1996-Aug 2000
Summary of Position: Direct reports of 1 Asst. Director, 1 Registration Manager, 7 -Supervisors
and 62 patient financial services, & registration personnel for the University of Miami’s
Specialty Hospital, in the areas of Patient Financial Services A/R management, billing,
collection, managed care, cashiering, customer service, inpatient and outpatient surgery
registration, clinic registration, emergency room registration, Physician billing and Admission
departments. Highlighted responsibilities below:
Spearheaded CQI teams in the re-engineering of hospital Patient Registration and Patient
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accounting processes to a central registration and central business office; by creating and
maintaining a project plan, timeline and budget for each project. guiding the implementation
of each identified project, and working with Administration, Co-Department heads, and staff
to ensure a timely and effective resolution of project plans. Also targeted and identified
further opportunities for re-design and standardization.
Implemented electronic billing & remittance advice as well as electronic funds transfer for
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the hospital.
Implemented employee training program and AAHAM CPAT certification for employees.
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Increased cash collection by $5 Million in first year, and brought down A/R from 74 to 40
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days.
Controlled Indigent patient charges from $900,000 to $300,000 a month.
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Developed and negotiated Managed Care contracts and operating procedures for contracted
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Managed Care companies with the hospital.
Implemented Medicare Compliance program for Business Office.
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Established written policies for Patient Access and Patient Financial Services.
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Restructured surgical pre-registration program, and resident clinic registration area.
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Successfully achieved 2 upgrades to the IDX mainframe system and worked on a conversion
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to a SMS Hospital envision mainframe system.
Instituted pre-authorization and insurance verification process for all clinic and hospital
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claims.
Implemented Hospital based Physician billing program
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Palm Springs General Hospital, Hialeah, FL
Director, Business Office April 1991 -Aug 1996
Summary of Position: Managed, Supervised and Trained 30 Business Office and Patient Access
personnel for the 260 bed, For-profit acute care facility, in the areas of Patient Access, Admitting
Department, Outpatient and Outpatient Surgery as well as Emergency Room Registration and
Patient Financial Services departments including Insurance Billing, Collections, Cash Control
and Posting. Highlighted responsibilities below:
• Re-engineered Patient Access area to accommodate high volume of outpatient surgeries,
• Managed Patient Access Scheduling and Patient Registration areas
• Ensured the most personalized handling of patients, while maintaining sound and efficient
business practices. Maintained the Business Office budget and internal control. Initiated and
implemented new Business Office programs and projects. Established realistic and
innovative objectives for the department. Worked with the management staff of all third-
party payers, particularly Medicare on problem solutions and new programs.
Liaison between health care managers, third-party payers concerning Uniform Billing Issues.
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Participated in contract negotiation with Health Maintenance Organizations and managed
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Hospital's contractual provisions.
Implemented electronic billing and updated A/R computer system and collection systems.
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Implemented 3 computer conversions in Business Office. Third most profitable hospital in 3
county region. (3 years in a row!)
Managed Physician billing for Hospital based Physicians
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Bethesda Memorial Hospital, Boynton Beach, FL
Business Office Manager July 1989 – April 1991
Bethesda Memorial Hospital, Boynton Beach, FL (Not for Profit Hospital system)
360 bed acute care facility
Summary of Position: Manager of Hospital's Accounts Receivable areas of Patient Accounts,
including departments of Billing, Medicare, Indigent Care, Insurance, Collection, Customer
Service and Control (cash posting). Also responsible for Admitting, Outpatient and Emergency
Room Registration Departments. Supervised 85 Patient Account/Patient Access employees.
Highlighted areas of responsibilities below;
Exceeded monthly cash goals by $6 million for successive years
Updated job descriptions;
Initiated a redesign of business office to meet needs and profitability
Developed new department organizational chart;
Updated registration, collection, insurance billing and cashiering procedures;
Established operating indicator reports, audit procedures, departmental budget and
educational workshops in our responsible areas.
Directed Managed Care Program for hospital. Established Customer Service oriented
Business Office, dealing with patient contact and problem resolution, and implemented
programs for complaint resolution.
Managed Physician billing for Hospital based Physicians
Holy Cross Hospital, Ft. Lauderdale, FL – 560 Bed Acute Care Hospital (Not for Profit)
Patient Account Supervisor -Billing June 1987 – July 1989
Summary of Position: Supervised and managed the activities and personnel of the Patient
Accounts Department. Supervised 30 Patient Accounts employees in the areas of Insurance
Billing, Collection and Medicare, Medicaid and Government Programs. Highlighted
responsibilities below:
Responsible for maintaining current on all third party reimbursement procedures and
government regulations.
Thorough clean-up and organization of the departmental activities after an accounts
receivable computer system conversion and change in reimbursement collection practices
since the Medicare prospective payment system was adopted.
Bill out a backlog of one year's hospital bills that previous manager had fallen behind on
completing.
From July 1987 to July 1988, accounts receivable was reduced by $10 million, while
revenue for the same time period had been booked at $128 million. Cash collections had
been $97.5 million, contractual adjustments at $37.1 million, and bad debt write-offs at
$3.4 million.
Physician Center Inc. – Humana Healthcare Plans, Lauderhill, FL (3 For Profit Centers)
Center Administrator June 1985 -June 1987
Summary of Position: Manage and supervise the operation of a 15 physician practice with 28
employees, processing 5,000 to 11,000 patients per month per center (3 centers). Implemented
procedures required by HCFA for HMO Medical Centers, and Medical management of referring
physician specialist system.
• Negotiated participation agreements with eligible providers of the health care community
(Hospital executive personnel) to replace existing participation agreements, to pursue a
discount relationship promoting newly developed reimbursement systems.
ADDITIONAL SKILLS
Strong organizational and analytical skills.
Managed Care contract negotiations skills
Proficiency in Excel, PowerPoint, Word, Meditech Client Server, IDX, McKesson Star,
McKesson Paragon, Siemens, AHIQA and RQI Patient Access QA systems, Care Medic Billing
Systems, EPremis Billing systems, Advantix Hospital and Ambulatory Surgery Products, 837
and 835 electronic forms, PFS Benchmarking System and Excellent verbal and written
communication skills.
CERTIFICATIONS
CREDENTIALED REVENUE CYCLE REPRESENTATIVE –
HEALTHCARE FINANCIAL MANAGEMENT ASSOCIATION( HFMA) (2009)
CERTIFICATE IN HEALTH CARE MANAGEMENT - UNIVERSITY OF MIAMI
SCHOOL OF BUSINESS ADMINISTRATION AND SCHOOL OF MEDICINE
CERTIFICATE IN MANAGED CARE & CAPITATION - UNIVERSITY OF MIAMI,
SCHOOL OF BUSINESS ADMINISTRATION AND SCHOOL OF MEDICINE
CERTIFICATE IN DEBT COLLECTION MANAGEMENT & STRATEGIES
FOR MANAGERS & SUPERVISORS - FLORIDA ATLANTIC UNIVERSITY
ACTIVITIES
ACTIVITIES
AMERICAN ASSOCIATION OF HEALTHCARE ADMINISTRATIVE MANAGEMENT
(AAHAM) South Florida Chapter.
• 2006-07 First Vice President, elected by peers.
• National Educational Task force; South Florida Education Chairman, Board of Directors
for 4 years, Legislative Committee, Membership Committee
• 1st Vice President and 2nd Vice President (in the ‘90s)
• Presidents Award winner.
HEALTHCARE FINANCIAL MANAGEMENT ASSOCIATION, (HFMA)
Florida Chapter.
• Education and Professional Excellence Committee, Membership Committee
• PFS Forum Professional Education Task Force (National Committee)
• Completion of Basics of Healthcare Finance Course
• Credentialed Revenue Cycle Representative ‘09
NATIONAL ASSOCIATION OF HEALTHCARE ACCESS MANAGEMENT
(NAHAM)
National Member ‘2006
FLORIDA ASSOCIATION FOR PATIENT FINANCIAL SERVICES –FLORIDA HOSPITAL
ASSOCIATION (FHA)
Member: PFS association in Florida
• Member Florida Hospital Association
• Florida Society for Healthcare Education and Training (FSHET)
NATIONAL HEALTHCARE COLLECTION MANAGEMENT ASSOCIATION (NHCMA);
• Healthcare Collector Certification Committee
• Board of Directors
PUBLICATIONS
“Introduction to Patient Accounts”
Randy Stein, Jessy Huebner, and Martin Kofski
International University Press, 1989; 143 ppg
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