Tracie Caviness-Williams

469-***-****

ad4277@r.postjobfree.com

SUMMARY

Experienced Manager with exceptional skills in leading teams, building teams, and Growing Revenue. I have 20 plus years of customer service and sales and have proven successful at both. 16 Plus years of experience in Healthcare Management and Healthcare Projects. I am motivated and proactive in providing opportunities for others. I am driven and adept at developing relationships that drive revenue.

EMPLOYMENT HISTORY

INFUSION FOR HEALTH 02/2023 to Present

Regional Operations Manager

Creating and establishing policies and procedures that support high quality service.

Influencing strategic decisions related to optimal operational functions.

Managing risk and compliance while developing strategies to achieve business goals.

Manage the intake, renewals, prior authorization, and scheduling of new and existing patients and ensure timely processing of documentation.

Promote timely, accurate, and consistent communication with doctors and other referral sources.

Real-time, daily, and monthly monitoring of call center performance metrics to ensure proper adjustments are made in a timely manner, and that all calls are managed within the service-level standards.

Assist in initiating programs and ideas to improve performance and operations.

Use contact center data to govern Ambulatory Care goals such as new patient access, service levels, abandonment rate, etc.

Assist in all incoming and outgoing communications (calls, emails, and faxes) with pharmacies, beneficiaries, and prescribers, as necessary.

Answers questions and recommends corrective actions to address customer complaints, benefit/eligibility support, provider portal support and response to patient scheduling needs.

MID-CITIES MEDICAL – Southern California 11/2021 to 11/2023

Multi Branch Manager (Contract Assignment)

Administrative duties such as keeping inventory of medical equipment and supplies, setting staff schedules, updating and maintaining patient records, and being an information resource for patients and healthcare workers.

Financial duties such as ordering medical supplies; managing the revenue cycle; and overseeing patient billing, claims, and reimbursement

Managing the healthcare facility’s policies and procedures, ensuring that best practices are followed, and resolving cases where the facility is out of compliance

Finding innovative ways to optimize the level of healthcare while also reducing the facility’s costs

Developing departmental goals and Objectives for workers to improve the patient experience

Recruiting, training, and supervising healthcare workers

Time management, payroll and PTO approval.

RHEMA MEDICAL –Southern California Area 6/2014 to 11/2021

District Manager

Responsible for ensuring location growth and profitability while effectively managing

daily operations. I have increased each location’s profits and growth by 25% over the last 6 months

Implement processes to ensure the offices are on task with the company’s growth plan in order to achieve or exceed the location’s budgeted goals

Manages Billing to: Ensure that all required documentation including, but not limited to

Certificates of Medical Necessity, and Assignment of Benefits required for

The reimbursements are procured in a timely and efficient manner

Develops and maintains working knowledge of current products and services offered by

the company and all applicable governmental regulations

Develops a customer service team including, but not limited to customer service

representatives, patient service technicians, respiratory clinicians, and other staff whose

the goal is to enhance customer service

PREFERRED HOMECARE- Dallas, TX 12/2012 to 5/2014

Supervisor, Customer Service

Managed the daily operations relating to patient care/customer service

Ensure offices met and or exceeded departmental timely processing and delivery

Directed, and evaluated the center implementation of operational standards.

Effectively utilize company resources to facilitate and achievement of the company’s mission

Monitored and evaluated the timely completion and accuracy of all required billing, i.e. payment processing

ValueOptions, INC - Coppell, TX 11/2004 to 7/2012

Supervisor, Clinical Customer Service

Responsible for the day-to-day operations of an inbound and outbound clinical call center of 50 plus employees

Managed assigned team functions and projects to ensure the proper delivery of quality service is provided to beneficiaries in support of mental health and substance abuse treatment

Provided customer service enhancement by monitoring quality assurance to ensure performance guarantees are exceeded

Negotiated fee schedules with clinical administrators for non-contracted providers

Developed training material and conduct staff meetings to educate and enhance employees’ knowledge of company products, services, and business needs.

Skills

Customer Service Management

Complaint Handling & Resolution

Medicare Guidelines

Acquisition & Transition Specialist

Negotiation and Collections

Insurance Verification

Knowledgeable of ICD-10 codes

Intake Processing

Teambuilding & Training

Durable Medical Equipment

CPT Codes

J Codes

References Available Upon Request

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