healthcare manager

NANCY SCHWAN-HOWARD

**** * ********* **, *********, CO 80123

C: 918-***-**** *****.******@*****.***

PROFESSIONAL SUMMARY

Highly experienced and knowledgeable healthcare professional dedicated to patient satisfaction. Diverse experience across Physician Practices, Hospitals, Neighborhood Communities, and Revenue Cycle Solution companies. Areas of expertise include Patient Access, Staff Development, Comprehensive Knowledge of the Revenue Cycle, and Training.

PROFICIENCIES

Patient satisfaction

JCAHO and Medicare audits, HIPAA laws

Experienced with various EMR systems

Patient Access

Revenue Cycle

Key Performance Indicators

Conflict resolution

Consistently delivers quality work

Exceptional supervisory and management skills

Staff development

Powerful negotiator

RELEVANT SKILLS

MANAGEMENT

Management, direct supervision, and training of Technical Support team, Client Managers, Admission Representatives, physician practice staff, and Police Officers. Collaborate with other department Managers, Directors, and Executives to accomplish cross- functional improvement initiatives.

Responsible for hiring, training, developing, and terminating staff. Monitor Service Level Expectations and hold staff accountable. Skilled at multi-tasking and managing multiple projects. Comprehensive knowledge of Patient Access and the Revenue Cycle Fill in at different registration areas when needed.

PROCESS IMPROVEMENTS

Applied exceptional knowledge of healthcare operations to review and improve department workflow processes, CDM content, and process automation resulting in restructuring or reduction of FTE staff and increased revenue.

Developed standardized policies with hiring practices, training protocols, progressive discipline, and termination proceedings resulting in 90% improved employee retention and client satisfaction. Developed departmental goals, objectives, standards of performance, policies and procedures that meet company missions, goals, and culture.

Accomplished 85% improved patient satisfaction ratings through execution of department workflow changes.

ANALYTICAL

Achieved continued client satisfaction by substantiating Return of Investment through Quarterly Business Reviews to organization's C-suite.

Experienced with HL7 and EDI interfaces

Insight to various Patient Access software vendors Comprehensive knowledge of Medicare, Medicaid, HMO, PPO, ACA and other payer plans. Served on ICD9 to ICD10 conversion committee.

Knowledgeable in several EMR systems, including being an Epic superuser.

RELATIONSHIPS

Extensive training and experience working with diverse populations. Outstanding relationship-building talents.

Exceptional skills managing difficult or volatile situations. Certified in Crisis Intervention.

TRAINING

Developed new onboarding policies and training material, resulting in 90% improved performance and retention.

Evaluated user performance utilizing post-training tracking software and customized reports. Oversaw HIPAA, JCAHO and Medicare registration audits resulting in elimination of all violations based on improved training protocols.

Managed development of all training material and scheduling of training classes. Trained and modeled AIDET guidelines in all patient interactions. Team lead at physician practice training both front and back office staff.

EDUCATION

BACHELOR OF SCIENCE Integrative Healthcare

Metropolitan State University of Denver

Denver, CO May 2020

Majored in Integrative Healthcare

Minored in Lifestyle Medicine

Founding Officer for new Lifestyle Medicine Professionals in Training organization in 2018

ASSOCIATE OF APPLIED SCIENCE Criminal Justice

Arapahoe Community College

Littleton, CO 2008

CERTIFICATE OF COMPLETION Medical Office Assistant Cambridge College

Aurora, CO

WORK HISTORY

RECONDO TECHNOLOGY; Denver, CO

Associate Account Manager, Client Manager, Client Support Manager, November 2014 - Present

SAINT FRANCIS HEALTH SYSTEM; Tulsa, OK

Admissions Representative, Patient Access Support Specialist, August 2011 - August 2014

CITY OF SHERIDAN; Sheridan, CO

Police Officer, May 2002 - May 2011

GILPIN COUNTY SHERIFFS OFFICE; Black Hawk, CO

Deputy Sheriff, May 2001 - May 2002

CLINIC SERVICE CORPORATION; Denver, CO

Physician Practice Account Manager, November 1996 - January 2001

MILE HIGH PRIMARY CARE; Aurora, CO

Medical Assistant, May 1996 - November 1996

SAINT FRANCIS HEALTH SYSTEM; Tulsa, OK

Admissions Representative, June 1991 - August 1995

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