Customer Service Financial Services

ROBERT M. FROHLICH, Jr.

**** ***** ****** *** – Fleming Island, FL 32003

Cell: 205-***-**** E-mail: *******@*****.***

SUMMARY

Goal oriented healthcare professional with significant experience in finance and administration. A track record of improving front-office and back-office procedures and accelerating cash flow. Offering wisdom, experience and context to healthcare receivables management.

Systematic, quality focused approach to business planning, improving financial performance and team leadership. Work well within and across departments to accomplish financial objectives while meeting and exceeding expectations for care delivery, patient satisfaction and service.

REPRESENTATIVE ACCOMPLISHMENTS

Accounts Receivable Management. Achieved significant results while supporting UAB’s hospital administration – reduced A/R by more than 20%, cut bad debt by more than 55%, reduced accounts receivable from 80 – 46 days and cost of collections to less than 2% by focusing on productivity and quality. Reduced credit balances by 50%.

Billing and Collection. Improved balance accuracy that fostered improved customer service. Weekly inventory of billing work-in-process was consistently below national benchmark values. Integrated Critical Care Transport billing and collection into the mainstream hospital processes. Identified opportunity to recover and increase cash flow for DME pharmacy expenses – created individual account patient system to track and manage expenses.

Managed Care. Participated in contract approval process and subsequent score card reviews. Activated software to improve managed care reimbursement to contract expectations (variance). Installed denial software to monitor, catch and quantify technical and clinical denials. Formed an interdepartmental committee referred to as Financial Grand Rounds to re-verify and confirm authorization of accounts with length of stay greater than 30 days.

Cash flow. Improved UAB cash flow by creating an interim billing procedure for long stay patients – collaborated across divisions to propose and implement successful system. Productivity and quality accelerated cash by an average of $6 million per month.

Hospital Operations. Participated in the sale of Memorial Hospital Jacksonville to HCA by setting up business office function for the residual organization. This included the transition involved with establishing new provider numbers. Participated in the acquisition of Highlands Hospital as part of the UAB system which involved setting up the revenue cycle activity to form a Central Business Office.

Leadership/Education. Effectively managed teams of 5 FTE to 175 FTE engaged in hospital operations, billing and financial reporting – hired, trained and developed high performing staff. Taught healthcare finance and economics at University of North Florida and mentored interns at Brooks Rehabilitation.

EDUCATION

Master of Health Administration, University of North Florida, Jacksonville, FL (inducted Phi Kappa Phi honor society),

Master of Business Administration, Illinois State University, Normal, IL,

WORK HISTORY

The Frohlich Group, LLC 2012-2016

The Frohlich Group, LLC provides interim revenue cycle management and consulting services to hospitals and healthcare providers.

Managing Partner

Projects List include:

Vanderbilt Medical Center - Interim revenue cycle director and hospital billing adviser.

Xtend Healthcare - Project Director/Consultant focused on collection of aged receivables.

Duke-LifePoint (DLP) - Interim management of Marquette General Hospital business office.

Expert Witness: Federal case.

Central Florida Health Alliance System 2009-2011

500+ beds, Leesburg Regional Medical Center and The Villages Regional Hospital

with $1.2B in gross revenue.

Director – Patient Financial Services/CBO Operations

Managed 77,000+ patient accounts totaling $43M. Lead team of 40 professionals engaged in financial counseling, billing, collections and customer service operations. Interacted and collaborated effectively with interdepartmental colleagues, vendors and hospital association. Built effective team and successfully managed budget of more than $5M.

University of Alabama at Birmingham Hospital, Birmingham, AL 1999 – 2009

1100+ beds, UAB and Highland Campus facility with $2.3B in gross revenue.

Administrative Director – Patient Financial Services

Managed 90,000+ patient accounts totaling $420M in billing. Lead team of 175 professionals engaged in admitting/registration, financial counseling, billing, collections and customer service operations. Interacted and collaborated effectively with interdepartmental colleagues, vendors and hospital association. Built effective team and successfully managed budget of more than $13M.

Previous Employment: Patient Accounting Application Training Specialist, First Coast Systems, Jacksonville, FL; Business Office Manager/Accounts Receivable Manager, Memorial Hospital/Brooks Rehabilitation Hospital, Jacksonville, FL; Business Office Manager, Nemours Children’s Clinic, Jacksonville, FL; Assistant Director, Patient Business Services, Holmes Regional Medical Center; Melbourne, FL, Finance Director/Controller, Fairbury Hospital, Fairbury, IL; Business Manager, Decatur Mental Health Center, Decatur, IL; Assistant Business Manager, Christie Clinic, Champaign, IL.

PROFESSIONAL AFFILIATIONS/ACTIVITIES

Memberships: Healthcare Financial Management Association (HFMA) 1987 – present. Florida Chapter Statistical Secretary (1997), Muncie Gold Merit Award (2005); National Association of Healthcare Access Management.

Certifications: Healthcare Financial Management Association (HFMA) Fellow (1993). HFMA Certified Healthcare Finance Professional- Patient Financial Services (1990). HFMA Certified Healthcare Finance Professional- Accounting and Finance (1993). National Association of Healthcare Access Management (NAHAM), Certified Healthcare Access Manager (2007).

Community Involvement: Church Mercy Ministry Committee (Charity and Financial Education), United Way, Lions Club (Charter Member), Special Olympics, Rotary Club, Kiwanis Club and Junior Achievement.

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