General Manager/Director of Operations

Linda A. Heinz

***** *. ********* **, *** Berlin, WI 53146 H: 262-***-**** C: 262-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

Positive, results-driven individual with over 20 years of managerial experience and proven success in increasing operational efficiency, growing revenue, and improving a company’s bottom line.

SKILLS

Strategic Planning Staff Development, Training, and Performance Management Leadership and Communication Budgeting and Forecasting Cost Reduction and Management Medical Billing, Authorizations, and Appeals Contract Negotiations Quality Improvement Policy and Procedure Development Regulatory Compliance Inventory Management Customer/Patient Retention

WORK HISTORY

General Manager, 01/2005 to 08/2017

Option Care, f/k/a Walgreens Infusion and Respiratory Services – Wauwatosa, WI

Drove financial performance of the facility through inventory optimization, managing controllable expenses, reducing bad debt/risk, ensuring accurate, effective provision of service, timely claims submission, claim follow up/appeals

Ensured compliance with local and federal regulations, accreditation standards, and corporate policies to drive effectiveness and consistency

Accountable for driving market development and financial performance while providing direct oversight of all branch operations

History of positive results in maximizing team performance and using innovative approaches to achieve efficiency and accuracy

Accounts Receivable Manager, 12/1999 to 01/2005

Walgreens Infusion and Respiratory Services – Wauwatosa, WI

Maintained knowledge of insurance coverage criteria to ensure maximum reimbursement, minimize the days sales outstanding, minimize bad debt/risk, and ensure consistent cash flow

Developed and maintained effective relationships with payers and industry partners.

Analyzed denial, reimbursement, and bad debt loss trends to determine corrective action to improve results

Special Projects Manager, 09/1995 to 12/1999

United Professional Companies – Milwaukee, WI (United Professional Companies was acquired by Walgreens Home Care, Inc., d/b/a Walgreens Infusion and Respiratory Services, in December 1999.)

Provided guidance and training on products and services, customer/patient registration, insurance coverage criteria, and payer reimbursement

Conducted internal audits of all eight Wisconsin offices

Developed and implemented policies and procedures to ensure consistency amongst all offices, consistent cash flow, and reduce risk

Evaluated and tested software relevant to the industry

Customer Service Supervisor, 09/1993 to 09/1995

United Professional Companies – Milwaukee, WI

Managed the customer service function, including client/patient registration, insurance verification, and medical documentation

Responsible for training all customer service staff on medical equipment/services, payer regulations, coverage criteria, and company policies and procedures

Responsible for scheduling staff to ensure maximum efficiency and timely provision of service

ACCOMPLISHMENTS

Reduced bad debt from 4.08% in 2015 to 2.55% in 2016 and 1% in 2017. Bad Debt held at 1% throughout 2017 (Budgeted at 2.1%).

Reduced Cost per Delivery by 18% from 2016 to 2017

Reduced on hand inventory by 56% from January 2016 to November 2016 by improving inventory turns. Continued to maintain high inventory turns throughout the remainder of 2016 and all of 2017.

Improved formulary compliance from 74% in May 2016 to 99% by October 2016. Maintained 98-99% formulary compliance through the remainder of 2016 and all of 2017.

Reduced Claims on Hold from 26.96% on 4/06/16 to 8% on 4/30/16. Consistently reduced Claims on Hold, reaching 1% by the close of October 2016. Maintained 1% or below throughout 2017.

Earnings/EBITDA 102% of budget in 2016, met or exceeded budget throughout all of 2017.

Successfully negotiated and secured several local insurance contracts

Strong industry relationships led to a successful acquisition of a local competitor in March 2017, increasing branch revenue 150%.

Successfully centralized/decentralized functions, as directed by senior management

Recipient of the “Summit” (Manager’s) Award March 2017

Recipient of the Manager of the Year Award 2012, 2008

Recipient of the Billing Manager of the Year Award 2003, 2001

Chair of the Wisconsin Association of Medical Equipment Services (WAMES) Medicaid Committee from 1993 to 2005, Board Member from 1993 – 2002

Speaker/Presenter at WAMES Educational Seminars

oRespiratory and Durable Medical Equipment Seminar – September 1998

oHow to Work Effectively with the Medicaid Program – September 1990

oNumerous panel discussions

Successfully represented my employer in numerous Medicare, Medicaid, and other insurance audits

EDUCATION

Milwaukee Area Technical College: 1986 – 1987 (Communications and business courses, medical terminology)

Alverno College: 1996 – 1997 (Business, communications, and computer studies)

Executrain Project Management 1998

Ongoing Management Training, including Right Management’s Manager Effectiveness Training (one-week course) May 2017

Numerous workshops and seminars

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