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Customer Service Manager

Rockaway, NJ
September 09, 2018

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Denville, NJ ***** 973-***-****


Comprehensive and progressive experience in Revenue Cycle Management, and Business Process Outsourcing within the Healthcare Industry including Customer Service, Call Center, and Supply Chain. Domestic U.S. and International.

Cross-functional leader in Operations, Client Partnering, and Business Development Support with demonstrated excellence in management of outsourced programs.

Proven track record in process improvement, cash acceleration, cost reduction and exceeding Service Level Agreements (SLA’s) in domestic and overseas venues. Deep experience levels on buy and sell sides. AREAS OF EXPERTISE

Vendor Outsourcing Staff Training SLA Metrics

Team Leadership Client Acquisition Process Consulting Client Engagement System Implementation Revenue Cycle Process Optimization Project Management Best Practices CAREER HIGHLIGHT CONTRIBUTIONS

Project Manager for Biomet-to-Breg transition, and BPO Vendor transition. Responsible for Team of 120 in India under aggressive schedule; member of Systems Development Team, Biomet / Breg

Proactively prevented / minimized cash flow interruption by forecasting Payer trends through ongoing remittance advice analysis. Conducted payer meetings to resolve reimbursement issues (~2M), Accordis

$60 million legacy A/R project for a national home infusion provider. Project Team Staff 50 at multiple locations throughout the US; recovered in excess of 45% of over 360 day A/R which included all Payer groups, Creditek Healthcare (acquired by Genpact)

$20 million A/R project on behalf of lender consortium for Chapter 11 company whose services included Home Infusion, Durable Medical Equipment (DME), and Nursing: exceeded lender’s expectations for collections, and was awarded new contract to handle post-petition operating receivable, Creditek Healthcare (acquired by Genpact)


Aergo Solutions, LLC, Iselin, NJ 2017 – 2018

Interim Business Office Director – (Contract role) Recruited to fill interim roles for healthcare providers undergoing transition. Manage business office operations with the goal of maintaining and exceeding service and productivity levels during transitional periods. Provide oversight and guidance throughout the assignments to existing Staff. Optum360, Eden Prairie, MN 2016 – 2017

Associate Director – Revenue Cycle

Recruited for the Transformation Team of one of Optum360’s largest and most strategic lab Clients.

Performed ROI evaluations and made recommendations to maximize process efficiencies and reduce bad debt.

Leib Solutions / Smyyth Solutions, Gibbsboro, NJ 2015 – 2016 VP Client Services & Operations

Client Services and Business Development with focus on middle market to Fortune 1,000 companies, successfully acquired several new and high-profile Clients. BRIAN J. McCANN – Page 2 Denville, NJ 07834 973-***-**** Leib Solutions / Smyyth Solutions (continued)

Revenue Cycle Consulting – Performed overviews of Clients' revenue cycle process, analyzing process and systems inefficiencies, cash flow behavior, and reduction in bad debt. Long term engagements included implementation of industry best practices, and recommendations made in initial overviews. Biomet (Bracing division acquired by Breg in 2013), Parsippany, NJ / Carlsbad, CA 2005 – 2014 Senior Manager Bracing

Managed complex BPO initiative encompassing 120 FTE’s and the coordination of all aspects of multi- departmental outsourcing project to India, which included all back-office functions. Facilitated DME / Bracing business division of Biomet, a consignment concept insurance billing operation. Led the complete re- engineering and re-design of the business unit to include Staff realignment and new systems implementation.

Responsible for the Order Entry and Claims Billing departments which handles average volume of 1,600 orders per day. Product is dispensed, inventory replenished and Third-Party billing is executed.

Increased efficiencies in workflow and business processes. Reduced unprocessed orders backlog from 10 to 1.5 days, leading to a one-time revenue recognition of $1.9M and significant improvement in Distributor and Sales Representative satisfaction.

Worked with external consulting group on further maximization of revenue and cost reduction opportunities. Evaluated processes, systems, and behaviors throughout the DME business (Insurance Operations, Field Sales, and Supply Chain. Achieved $3M in initial annual savings with future sustainability. Accordis / Health Management Systems, New York, NY 2004 – 2005 Emergency Medical Services (EMS) Manager – New York Operations Center Managed all aspects of outsourced municipal EMS engagement with annual volume of ~44,000 transactions.

Managed complex municipal EMS outsourcing engagement involving Document Imaging, Coding, Data Sharing, Batch Processing, Audit and Reconciliation, and Compliance review. Additional back office functions included Third-Party Billing and Insurance follow-up, Cash Posting, and Patient Call Center.

Increased monthly cash collections by 12% within 90 days, achieving run rate collections of 75% exceeding Client SLA.

Creditek Healthcare (acquired by Genpact), Parsippany, NJ / India 1995 – 2004 Director Client Services and Operations:

Managed Client expectations regarding project performance and results. Identified up-sell and cross-sell opportunities and was instrumental in closing these opportunities.

$25 million aged A / R Project for a national provider of Prosthetics and Orthotics: Established Team and ramped up to receive ~35,000 accounts from over 200 Branches nationwide. Exceeded SLA on cash recovery by achieving 43% collections.

Performed engagement management and interim operations on full outsource project with leading DME provider with monthly order volume of ~32,000. Project included Data Entry, Insurance Verification and Pre-Authorization, Billing, A/R follow-up, Customer Service, and Cash Application. Lowered operating cost by 37%, improved collections by 15%.

Muhlenburg Regional Medical Center, Plainfield, NJ: Early career experience included Operations and Accounting functions in non-profit and for profit environments including Billing, Collections, Payroll, Accounts Payable, Supervised Administrative and Collections Staff, Client Partner and Customer Liaison. EDUCATION

Bachelor of Arts, Rutgers University, Political Science, Graduated w/High Honors Associates Applied Science, Business Administration, Middlesex County College

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