Manager Management

Susan Carlen

**** *** ** * Virginia Beach, VA ***64 * Phone: 727-***-**** Email: ********@*****.***

Profile

Experienced, professional practice manager; strong leadership and team building skills; innovative denials prevention and management; over 25 years of billing and practice management experience working with a number of specialty providers.

Skills Summary

Practice management, administration and operations

Revenue cycle analysis and management

Denials mitigation and resolution

Workflow/position productivity expertise

Professional Experience

Coastal Dermatology, PC 06/2014 – 06/2015

Practice Manager

Redesigned front office work space to conform to HIPAA privacy standards and improve efficiency. Restructured front office workflow with reduced redundancies and improved productivity. Worked with key members of the front and back office staff to develop department process manuals for each work area.

Children’s Hospital of the Kings Daughters 11/2013-04/2014

Patient Access Manager

Supervised/managed a staff of 80 registration staff for 4 hospital departments (Radiology/admitting, Day Surgery, Laboratory, Emergency) and 3 off site outpatient healthcare facilities. Directly involved in lean work group for radiology, day surgery departments within 4 weeks of start. Instrumental in development of new workflow for day surgery department to increase patient throughput and ensure accuracy. Patient Access Lead on the ICD-10 implementation work-group within 4 weeks of start.

Directions for Living, Inc. 07/2011 – 10/2013

Director of Revenue Management Services

Management of billing and collections staff of 15 in 3 locations with an annual revenue budget of over $18 million. Promoted from Billing Supervisor to Director in less than 1 year. Successfully redesigned department work flow. Spearheaded PM system conversion, structure, and implementation for full integration of EHR/PM software. Worked closely with Management Information Systems, Access Center, and Health Information Management to streamline service and data point capture process. Developed internal audit system to ensure documentation meets or exceeds Medicare, Medicaid, and third party payor guidelines. Created custom reports to address specific revenue cycle and state reporting requirements. Worked with Access, Quality, Clinical, and Management Information Systems teams to redesign documentation and the client experience.

Solutions in Practice Management 03/2003 – 06/2011

President, Practice Consultant

Established a growing multi-service billing and administrative services company working exclusively with behavioral health professionals. Services included aggressive billing and claims follow-up; professional tailored scheduling and messaging; managed care contracting, re-credentialing, and contract evaluation; Medicare enrollment assistance; provider education and training services; and new practice start-up. Prioritized revenue cycle for all clients with 2 main goals: 1) 0 unpaid claims 2) less than 5% over 90 days in A/R. Company provided off-site billing and management services for multiple practices in multiple states.

Thomas J Boland, MD, DMD, PA 12/1997 – 04/2002

Financial Coordinator/Practice Manager

As Financial Coordinator, brought a $2.25 million A/R down to $1.9 million in less than 1 year and successfully collected over $20,000 on claims from a nationally recognized managed care company previously considered uncollectable. As office manager, managed an administrative staff of 6 including scheduling, front desk, medical records, billing, and collections. Developed written procedures for all positions thus increasing productivity at all stations.

Education

University of Phoenix

Associates degree in Health Care Administration - December, 2008

Bachelors degree in Health Care Administration – registered and scheduled to begin February, 2017

Actively pursuing training:

Certified Professional Medical Auditor (CPMA) certification training in progress (AAPC)

Certified Professional Coder (CPC) with special emphasis in E/M Coding in progress

Hiatus from employment 6/1/2015- present.

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