Manager Customer Service

Nada A. Grim

** ****** ***** ***** • Holland, OH 43528 • 419-***-**** • 419-***-**** • *******@*****.***

Objective: Retiree seeking full, part-time or contingent employment in a hospital business office, access department, doctors office, clinic, retail, customer service or human service type jobs.

Summary:

I have experience in the revenue cycle. Successful at meeting targets, improving processes and procedures while providing leadership to various levels of staffing at multiple locations. I was involved with the Director of the Centralized Billing office in the development of a Centralized Billing Office bringing 247 facilities on board within a one-year timeframe. In addition to experience with Payroll, Insurance verification and HR including recruiting, training, and monitoring staff performance. Finally customer service since each part of the revenue cycle requires customer service either internally or externally.

Professional Experience:

Asthma & Allergy Center, Toledo, OH

Physician Office for 4 locations

Billing Specialist 01/18 to 12/18

Responsible for initial billing as set up in the software system

Charge entry

Posting patient payments received in the mail and at the time of treatment

Performed audits of encounter sheets for the four locations of which 2 were located in Michigan and 2 in Ohio

Rebilled any charges found not being billed

Answered phone, scheduled appointments and called in pharmacy scripts as directed by physician

Verified insurance when directed by Billing Manager

HCR Manor Care, Toledo, OH, 2002 to 2017

Skilled nursing home provider for 247 facilities in 25 states

CBO Billing Manager – Operations Department 2008-2017

Served as CBO Billing Manager for Medicare team; directly managed 22 professionals (two supervisors and 20 hourly staff) responsible for billing all Medicare receivables of up to $75M / month.

Supervised all functions related to billing, collections, and customer service performed in Centralized Billing Office (CBO). Reported to AVP of CBO.

Leveraged Relay Health billing software (now known as Change Health).

Reduced outstanding receivables by 25% during tenure.

Improved failing billing processes by working directly with facilities, which expedited claims in billing cycle; supported HCR switch from Keane Ferrati to Relay Health accounting system, which provided opportunity to work interactively with facility.

Contributed to development and successful implementation of process improvement for facilities; established personal goals and performance expectations for direct reports.

Developed monthly reporting for general managers of each division to facilitate assessment of team performance.

Provided guidance and counseling to strengthen skills and correct performance weaknesses of direct reports.

Delivered accurate, detailed monthly reporting to general managers

Selected Accomplishments:

Implemented CBO to centralize 247 facilities within one year.

Increased overall cash collections for all divisions by 25%.

Reduced bad debt to less than $1.5M.

Expedited claims billing Medicare payer before the Medicare established cutoff dates; decreased time of deliverables to Medicare from 40 days to 30 (25% improvement).

Reduced monthly Medicare bad debt calculations due to improvement in cash collections and number of claims unbilled by established Medicare cutoff.

Used eSolutions product to gain feedback on claims billed and all activity associated with claims; facilitated meeting 90% of cash targets and improving “unbilled” from millions of dollars to under $50K.

Created reports, met with staff for their input on improved cash, and reduced days of sales outstanding and bad debt.

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Nada Grim • Page 2

(HCR Manor Care, Continued)

Manager – Centralized Billing – Commercial Insurance (2002 to 2008)

Hired and trained staff that handled billing for 293 facilities for all payor types; held full responsibility for $1.5B / year. Reported to Director of CBO.

Spearheaded centralized process for insurance and gatekeeper of other payers such as Medicare, Medicaid, and Managed Care.

Improved cash flow by working with facilities to expedite information, contributing to A/R reviews, and reducing days outstanding.

Collaborated with facilities, staff and billing vendor HBOC to create reports.

Used Basware to pay vendors.

Contributed to monthly A/R reviews with various facilities.

Held monthly call with facility Business Office Manager, Administrator, and Regional Manager of Operations to provide information on current claims’ status and billing.

Leveraged corporate and daily cash reports to monitor cash collections.

Ensured team consistently met or exceeded KPIs.

Contacted insurance companies unavailable for electronic billing and worked with them to gain ability.

Selected Accomplishments:

Developed job descriptions, policies, and procedure for billing and follow-up positions.

Established “time off” policy and process for such requests.

Devised bi-annual staff audit process to determine employee performance.

Education:

Bachelor of Science, Business administration

Heidelberg University – Maumee, OH

Committees:

Former President of Northwest Ohio Guild of Patient Accounting,

Former member of Admitting, Billing, and Collection Committee with Ohio Hospital Association

Served on Task Force of Ohio Department of Insurance.

Computer Skills:

MS Office, HBOC, SMS, Keane Ferranti, Point Click Care and Module MD

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