Customer Service Manager
Resume:
Roderick R. Gardner
e-mail: *******@***.***
Results oriented leader with proven success in revenue cycle management.
Critical thinker and highly effective communicator with extensive
knowledge of the health care industry.
QUALIFICATION SUMMARY
. Leader who takes pride in building and cultivating professional
relationships.
. In depth knowledge of Patient Business Services, Patient Financial
Services and Medical Centers compliance and ethics policies and
procedures.
. Abreast of the rules and regulations that govern compliant billing and
reimbursement of Medicare, Medicaid, Blue Cross, Managed Care, Auto,
Workers Compensation and Commercial accounts.
. Establish, implement and maintain best practice performance
requirements of assigned area.
. Ability to provide outstanding training, leadership, and growth and
development of staff.
. Strong knowledge of Human Resources policies and procedures.
. Experience with the development and implementation of reporting tool
functions.
. Versed in multiple healthcare information systems including: McKesson,
AS400, HBO, Invision, Meditech and GE Centricity.
CAREER ACCOMPLISHMENTS
. Effectively manage $700,000,000 dollars in Medicare A/R from 14
different sites.
. Reduced total Medicare A/R by 23 million dollars in Q4 08' by
identifying at risk accounts, developing and implementing structured
procedures to bring claims to resolution.
. Drastically reduced time in which information requests between front
and back ends were resolved by developing, testing and bringing to
production, new software processes.
. Solely responsible for rekindling broken relationships with Payors
resulting in the collection of over $3,000,000 dollars of 'at risk'
A/R.
. 20% overall increase in CBO productivity by removing recurring
bottlenecks and roadblocks.
. Successfully identified and trained multiple follow up reps to be
effective coordinators and supervisors.
. Instrumental in coordinating the transition of follow up procedures to
over seas team.
PROFESSIONAL EXPERIENCE
Accretive Health
2008-present
Revenue Cycle Manager, Patient Financial Services
Central Business Office, Warren, Michigan
. Managed accounts receivables and accountable for the daily operations
of follow up and collections of services rendered to patients for 14
separate health facilities totaling 1.6 billion dollars annually using
AHtoAccess Yield Based Follow Up database.
. Supervise and follow-up on accounts for billing and overdue accounts
for collections via phone calls, re-submissions and adjustments for
billing errors.
. Repeatedly generated top results in productivity while leading new
site initiatives in multiple hospitals.
. Comprehensive FTE management both on shore and overseas in order to
address all areas of active A/R.
. Increased scope of A/R handled by overseas team by 200% in 3 months.
. Develop and implement processes to reduce bad debt and denials,
increase cash and improve customer service.
. Direct reports include 4 managers and over 120 staff.
. Provide annual reviews for employees.
Skill Builders, Rehabilitation Services, Porters Corners, NY
2004-2008
Manager, Patient Business Services
. Manage all billing services in accordance with state/federal
regulations; compliant with plan of care/treatment; and consistent with
professional practice.
. Manage the accumulation and verification of all necessary documentation
required for billing.
. Oversee the timely resolution of all claims including appeals.
. Verify billing frequency, required forms, and general billing
requirements
. Answer questions from billers / collectors regarding process, coding,
and systems; act a resource to team.
. Make adjustments, rate changes, as approved/directed by payor
source/office /contracts.
. Responsible for hiring process, personnel change recommendations and/or
process change decisions made by senior management.
. Provides senior leadership to department managers/directors,
implementing and completing process improvement initiatives across all
AR departments.
. Collaborates with department managers/directors, develops appropriate
reports and reporting systems to further productivity improvement
across all AR departments and transfers ownership and maintenance of
these reports/systems to the appropriate owner.
Gardner & Sons, Saratoga Springs, NY
2002-2004
General Manager
. Responsible for managing all current financial, administrative and
human resource operations.
. Develop secure relationships with all clients in order to ensure open
communication.
. Train and support supervisors and crew.
. Managed teams in order to implement new designs.
. Detailed analysis of market information to produce spreadsheets,
PowerPoint presentations and other high impact marketing and
presentation tools.
EDUCATION
B.S., Information Technology, College of Saint Rose, Albany 2002
Certificate Computer Programming, College of Saint Rose
Certificate Microcomputer Systems, College of Saint Rose
Certificate Data Processing, College of Saint Rose
MEMBERSHIPS
. American Pharmaceutical Sales Association
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