Summary

Dedicated individual adept at public, vendor, and community relations, staff development, project management and a strong decision maker who understands the importance of an organization's relevance in the marketplace.

Skills

EPIC super user

Medical billing

Office administration

Relationship development

Team building

Process improvement

Customer service

Business operations

Project organization

Meditech super user

Payer contracts

Payment Posting

Problem resolution

MS Office

Team management

Planning and coordination

Operational improvement

Inventory management

Supervision

Communications

Staffing

SAP super user

Training & Development

Experience

02/2014 - Current

Project Training Manager, Prime Healthcare Services, Reno, NV

Designed and implemented a new phone system to route call volume efficiently through the use of a queuing system which eliminated calls coming directly into the offices.

Assisted Epic training team with ensuring that Business Office staff possessed the necessary tools to succeed in operating the newly acquired EHR program.

Develop resources and tools that have enhanced productivity in the Business Office.

Design Tip Sheets or Walkthroughs to assist the Business Office staff with navigating through various applications including EHR system.

Utilize the HRIS to assist in finding potential new hires and then reach out and set up an interview site and time.

Conduct phone and onsite interviews with candidates that meet job and skills qualifications.

Use the tools provided by the organization to interview candidates KSA's (knowledge, skills, and abilities) to ensure that they will be a potential fit for the team and organization.

Conduct 30-day, 90-day, and annual performance reviews and implement work improvement programs if/when necessary.

Train all new hires for the Patient Accounting department to ensure readiness of being released to respective teams.

Develop and implement training policies for billers, collectors, and cash posting teams.

Facilitate training for legacy system (Meditech), EPIC, and Payer Contracts to include commercial insurance, Medicare, MCO's, and Medicaid to ensure that objectives for the department are met.

Analyze dashboard data to assist in strategic decision-making ensuring that department goals are met.

Work with upper management to ensure appropriate changes are made to improve customer satisfaction.

Provide support to the Patient Accounting team including Billers/Collectors, Payment Reviewers, Payment Application Specialists, and Vendor Liaison Specialists.

Troubleshot and resolve department issues to maintain patient satisfaction and maintain optimal workflows.

Utilize customer service skills and detailed system knowledge to support hospital, clinic, and department operations.

Access patient information through a variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.

Document and manage patient information using NextGen, Meditech, and EPIC applications.

09/2008 - 02/2014

Provider Services Representative, Group Health Cooperative, Spokane, WA

Managed customer/provider inquiries, complaints, billing questions, and payment extension/service requests.

Provided education to subscribers of Health Care Plans including HMO, PPO, EPO, Medicaid, and Medicare programs.

Interfaced daily with internal partners in accounting, referrals, claims, field services, new business operations, and customer affairs division.

Utilized knowledge, skills, and abilities along with company resources for problem resolution by handling customer complaints.

Communicated written company policies, procedures, and applicable benefit information to subscribers and healthcare providers.

Conducted claims research when there was a discrepancy in coding.

Consistently met department standards for quality and productivity matrixes.

Developed and maintained a comprehensive knowledge of all company policies, procedures, products, and services including departmental processes of Medical Management, Network Management, Sales & Marketing, and Government Programs.

Researched and interpreted claims, including all aspects of amount billed, allowed, reimbursed, and patient responsibility.

Interpreted company remittance advice and subscriber EOBs.

10/2003 - 06/2008

Diabetes Care Specialist, Medtronic Diabetes, Northridge, CA

Provided customer support and liaison between medical professionals, patients, and insurance companies.

Coordinated efforts with medical professionals and patients to obtain all documentation medically necessary and required to submit for prior authorization and approval of diabetic insulin pumps.

Supported field sales force with managing customer pipeline from initial prospect to post-sales support.

Trained new hires on daily tasks and responsibilities for transitioning into Diabetes Therapy Associate roles.

Presented Business Operations and Processes to new hires in a classroom setting.

Consistently met or exceeded AOP (Annual Operating Plan) for both revenue and insulin pump sales.

Assisted with the accomplishment of field representative earning DMC (Diabetes Management Consultant) for the 4th Quarter during the fiscal year of 2006.

Consistently exceeded quality assurance according to department standards by receiving the highest performance grade of 3.0 for customer service, process management, and policies and procedures.

Daily utilization of SAP ERP (Enterprise Resource Planning) software for customer creation, sales activity tracking, sales order creation, and quality review checklist for product shipment and customer invoicing.

Education and Training

Master of Business Administration,

Western Governors University, Salt Lake City, UT

Military

U.S. Army (1989-1993) Specialist 4

Armor crew member for M1A1 tank

HUMVEE driver for Company Commander

Awarded medals and commendations to include the Liberation of Kuwait for Desert Shield/Storm Campaign

War veteran (Desert Shield/Storm

Primary Leadership Development Course (PLDC) graduate

Honorably discharged from service in 1993

MARK HAHNER

208-***-**** • adzrwk@r.postjobfree.com • Reno, NV, 89523

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