Manager Customer Service

Elvira Hanke CPC,

**** ******* ***., ******, **, 60431

Cell: 815-***-**** Email: ******@***.***

A healthcare professional with over 25 years of experience in Physician Revenue Cycle, Client Management, Project Management and Operations. An energetic individual with extensive leadership and technical skills ensuring successful operations management and project implementations promoting company growth, efficiency and client satisfaction.

Career Experience

Director of Client Management for AdvantEdge, IL 08/2017 to present

Leadership of Client Management team responsible for multispecialty clients

Restructure and leadership of credentialing department. Implementation of credentialing software Intellisoft, improved workflows, gained efficiencies and updated new provider enrollment intake documentation.

Knowledge and understanding of healthcare operations and key cost and revenue drivers

Analyze issues, identify solutions and resources in order to achieve desired outcomes

Expert experience in billing, collections and denial management to increase revenue, reduce denials and improve AR

Monitoring the profitability and the financial impact related to the delivery of executed client contracts

Monitor and analyze physician billing AR, insurance receivables and denial management

Create client performance presentations and needed custom reports

Analyze reports data to identify trends and performance improvement opportunities

Meet with clients on a regular basis and ensure client satisfaction by providing best service possible and resolving any issues or concerns quickly and efficiently. Continues and timely communication with clients to provide them with requested information, respond to patient inquiries, provide insurance payer and health insurance industry updates

Work with the operational team to ensure practice goals and financial KPI metrics are met

Liaison between client and operational team to review and improve client processes increasing efficiency and revenue collections

Lead new client implementations and ensure successful revenue cycle implementation

Create budget and forecast projections on quarterly and annual basis

Identify new sales opportunities and provide support to the sales department

Director Revenue Cycle - Third Party Follow up for Conifer, IL 11/2014 to 8/2017

Management of Follow Up department for 2 large physician groups with over 3200 physicians and over 150 Mil monthly AR

Manage and develop a large and high functioning team of over 70 including manager and supervisor levels

Create, analyze and monitor reports to manage outstanding insurance balances, ensure proper follow up and maximize collection

Ongoing evaluation of Epic billing system utilization to maximize efficiency and increase revenue

Monitor key performance indicators and escalates issues to senior management as appropriate

Regular meetings with clients to review Epic utilization, process improvements, payer guidelines, denial management and trending to increase efficiencies, reduce denials and open AR and increase revenue receipts

Establish and maintain successful relationships with clients, C level management and insurances

Reorganization of department structure and maximize the opportunities in the revenue cycle by identifying and implementing innovative ways using available resources and technology

Review, develop or improve procedures, policies and workflows to increase efficiency of operations

Establish department goals and benchmarks for productivity and quality. Provide training, track results and ensure goals are met

Develops staff that can analyze and recommend ongoing improvements to processes, procedures, systems and reports

Epic Certification in Insurance Follow Up obtained Jan 2016

Client Manager 3 for McKesson, IL 06/2012 to 08/2014

Responsible for managing all aspects of the business relationship with the customer.

Regularly conduct client meetings to review accounts receivable performance, payer issues and trends and client's business strategies. Provide recommendations taking into consideration local and national issues and trends as they affect the client.

Ensure the appropriate preparation, analysis and presentation of all Client Management deliverables (including A/R measurement statistics and payer trends, fee schedules, ad hoc financial reports) ensuring their relevancy, accuracy and overall quality.

Ongoing interaction with Physicians, Practices, Operations management, Support Centers, and third-party payers.

Ensure all appropriate resources are available and utilized effectively/efficiently to maximize overall business management services.

Develop and maintains positive client relations and coordinates with various functions within the company to ensure client requests are handled appropriately (i.e. within time and budget).

Responsible for analyzing the billing effectiveness/cash flow and make recommendations to increase productivity and profitability.

Utilize knowledge of the client, practice management and medical billing process/procedures to maximize performance relative to client relationship, client satisfaction, desired survey results and client/company financial performance indicators.

Elvira Hanke – page 2

Chief Operating Officer for LynxIT Solutions, IL 04/2011 – 05/2012

Start up company for medical software solutions with provider paging, charge capture and mobile applications

Recruitment and oversight of staff, administer departmental support and assist with Sales and Marketing

Create organizational processes and design Infrastructure

Oversee all operational and internal functions

Develop and implement internal tracking tool for sales and customer support

Reporting and monitoring organizational performance metrics

Support CEO with business plan and in decision making

Goal and action oriented, flexible, ability to multi task and excel in fast moving environment, strong problem solving and project management skills, creative resourcefulness, hard working not afraid to take on challenges

Director Patient Accounting for Rush Copley Medical Group, IL 02/2008 – 04/2011

Management of Physician Central Billing Operations/Revenue Cycle for over 45 physicians and 11 mid levels practitioners of multiple specialties

Create monthly performance report packages and presentations at Board or practice meetings

Oversight of all CBO departments such as coding, patient registration, charge entry, cash applications, credit and collections, appeals, denial management, customer service, refunds, reporting

Management and close out of old AR from previous billing vendor

Monitor and manage outstanding revenue days for insurance and patient balances

Monitor and control performance of collection agencies

Oversight of new practice management system and vendor Athena

Evaluation of billing system to maximize efficiency and increase revenue

Acting system administrator for practice management system Athena

Management of CBO staff and all related HR functions

Denial and Appeal Management

Daily interactions with physicians, practice staff, patients and payors

Reorganization of department to establish efficient CBO

Review, improve or develop procedures, policies and workflows to increase efficiency of operations

Establish goals and benchmarks for AR management and productivity/audit goals for billing staff

Successfully implemented electronic charge capture from AllScript EMR

Director of Project Management for Healthcare Information Services, IL 02/2003 – 02/2008

System Administrator and trainer for practice management system, Reports Writer and phone Message system Phone Tree

Create and implement business policies and initiatives i.e. Internet policy, employee incentive program and performance management

Oversee several projects and initiatives of high complex nature to implementation and manage project team members

Reduction of company expenses by 9 ft employees thru implementation of automated message system PhoneTree and transmission of electronic radiology reports file from 4 hospitals

Successful implementation of WebMD Intergy practice management system supporting billing operations for over 75 physicians. Overall management of long-term project, training of staff, merging clients to new system without loss of service quality to clients, replace all hardware and computers, implement document imaging.

Responsible for provider credentialing with major insurance carriers.

Perform physician practice assessments, create and deliver proposals

Manage vendor contracts and approval of vendor invoicing

Management of new client implementations on practice management systems on and off-site including client training.

Implement new workflows and procedures maximizing office efficiency and staff productivity.

Close working relationship and communication with managers, directors, VP and CEO

Direct contact with clients, vendors, patients and physicians and provide excellent client services

Extensive knowledge of physician billing and practice management operations for several physician specialties such as patient demographic downloads, charge entry, paper and electronic billing, cash application, collections, patient statements, customer service, correspondence, provider credentialing, ICD9 and CPT coding.

Strong knowledge of hospital patient demographic data flow and Meditech system

Strong skill set including analytical, technical, documentation, communication, organizational, presentation, management, leadership, project management, client oriented, ability to multi task, budget projections and many more.

Elvira Hanke – page 3

UniCare, Bolingbrook, IL 07/1997 – 12/2002

Claims and Technical Manager 9/99 - 12/02

Data Entry Manager 8/98 - 9/99

Adjustment Technician 7/97 - 7/98

Create procedures and implement programs reducing claims payment error rate by 80%.

Successfully established technical resources to allow telecommuters and support offices to assist client service center

Created and delivered training to on site and out of state staff such as California, Boston and Andover.

Responsible for accurate and timely claims processing of electronic and paper medical claims of all types including transplant, case management, appeals, chiropractic etc.

Management of technical unit handling medical claims adjustments of all types, client complaints, eligibility, overpayment and recovery, banking, audit and COB investigation.

Maintain a cross trained customer service phone support unit

Managed up to 60 staff including telecommuters, day and night shift and off-site staff.

Direct contact with clients, vendors, members and providers to resolve issues ensuring client satisfaction

Lead various projects to successful implementation such as increasing staff productivity, automatic claims payment or adjudication, True Flextime Program and Data Entry Operator Approver training.

Prepare and hold presentations to clients, staff and lead meetings.

Create and deliver training sessions for data entry staff resulting in excellent quality and promotional opportunities for staff

Lead initiatives to reduce turn around time from 6 days 1 day or less

Develop procedures and deliver training programs to increase production and quality standards to above expectations.

Create, maintain and analyze reports measuring staff production, quality and audit results ensuring office, unit and team goals are met or exceeded.

Account and Billing Manager for Independent Medical Billers, Plainfield, IL 1996 - 1997

Manage billing operations for 52 hospital-based Emergency room physicians

Responsible for charge entry, insurance billing, payment posting, collections, appeals and correspondence.

Interviewing, hiring and training of new staff

Create and maintain reports

Implementation Setting up new accounts in billing system

Monthly patient statements

Assisted in orthopedic, pediatric and day surgery center billing.

CIGNA Healthcare, Bourbonnais, IL 1988 - 1996

Overpayment and Recovery Specialist 1994 - 1996

Senior Benefit Analyst 1988 - 1994

Team lead for overpayment and refund department

Investigation of overpayments, initiate refund requests and application of refund checks.

Perform medical claims adjustments and issue corrected explanation of benefits.

Direct contact with vendors and clients

Process all types of medical claims for HMO, PPO and Indemnity groups.

Extensive knowledge of CPT and ICD9 coding

Education and awards

Associates Art Degree - Business Management

CPC through AAPC

System knowledge of Epic, Meditech, Intergy, Misys Vision, Misys Tiger, Athena, Allscript

Small Business Operations Certificate received from Kankakee Community College

Zinger Miller, Disney Seminar at Harper College, human resource and management courses

Proficient in Microsoft applications such as Word, Excel, Access, Visio, Project Management, PowerPoint

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