Client Success Health Information

FRANCINE MASSARO

Louisville, ***** Kentucky

************@*****.*** / +1-786-***-****

PERSONAL SUMMARY

Strategic, results-driven leader with 25+ years of success driving client-centered initiatives and operational excellence in healthcare and administrative services. Proven ability to lead high-performing teams, optimize organizational workflows, and build strong cross-functional relationships. Expert in navigating complex regulations, enhancing service delivery, and improving client satisfaction through data-informed strategies and process improvement. Adept at managing large-scale change, aligning departmental goals with enterprise vision, and cultivating a culture of accountability and innovation.

SKILLS

Strategic Client Relationship Management

Team Leadership & Development

Process Optimization & KPI Tracking

Operational Planning & Budget Oversight

Organizational Change Management

Stakeholder Engagement & Communication

Cross-Functional Collaboration

Performance & Quality Improvement

Regulatory Compliance (HIPAA, TJC, CMS)

Data-Driven Decision Making

Client Success & Retention Strategy

Workflow Modernization & EMR Systems (Cerner, Meditech, Epic)

WORK EXPERIENCE

Regional Director of HIM / U of L Health - Louisville and Shelbyville, United States 05/2020 - 03/2025

KEY ACHIEVEMENTS:

Reduced DNFB by 35% through rigorous monitoring of discharged-not-final-coded (DNFC) accounts, accelerating billing timelines, and increasing clean claim rates.

Directed departmental operations by aligning staffing, budgeting, and regulatory compliance with organizational objectives, resulting in a 15% improvement in departmental efficiency year-over-year.

Led cross-functional collaboration with IT, Informatics, and Patient Access to optimize Cerner workflows and documentation accuracy, significantly reducing charting errors and improving provider satisfaction.

Strengthened HIM team performance by developing competency-based evaluations, streamlining onboarding processes, and executing targeted training initiatives, which boosted staff productivity by 20%.

Ensured 100% compliance with HIPAA, HITECH, and Joint Commission standards through proactive audits, policy updates, and continuous education,safeguarding the integrity and confidentiality of health records.

Adjunct Professor / Brookhaven community college - Farmers Branch, United States 05/2018 - 06/2020

KEY ACHIEVEMENTS:

Advised students on academic pathways, assisting with course selection, major decisions, and long-term career planning to align educational goals with professional aspirations in healthcare and related fields.

Designed engaging lesson plans and instructional materials, aligning with curriculum standards and learning objectives to promote knowledge retention and practical application.

Facilitated interactive learning environments through group discussions, hands-on projects, and multimedia integration, increasing class participation and overall academic performance.

Adapted teaching strategies to meet diverse learning styles, using individualized instruction and targeted support to address student-specific educational challenges.

Contributed to curriculum development for new courses and programs, incorporating emerging educational standards and healthcare trends to ensure relevance and rigor.

Director of Communications and HIM/Privacy Officer / City Hospital at White Rock - Dallas, United States 03/2018 - 03/2020

KEY ACHIEVEMENTS:

Reduced DNFC backlog by millions in outstanding revenue, consistently maintaining an average of fewer than 2 days in unbilled accounts—driving faster reimbursement and operational efficiency across a 218-bed facility.

Led cross-functional HIM operations overseeing 38 employees across CDI, Coding, Birth Registry, Tumor Registry, Communications, and ROI, while managing departmental budgets and productivity metrics for both HIM and Communications.

Acted as Privacy Officer, investigating HIPAA violations and breaches, auditing access logs, tracking disclosures, and coordinating regulatory reporting and compliance documentation for OCR and JCAHO readiness.

Directed Cerner upgrade workplans for the entire HIM division, aligning technical updates with operational workflows and ensuring successful policy integration and staff readiness ahead of go-live.

Served as final decision-maker in coding and DRG conflicts between CDI, coding staff, and DRG coordinators, resolving discrepancies, initiating appeals, and ensuring coding accuracy by referencing Coding Clinics and CMS guidelines.

Director of HIM/Privacy Officer / UBH of Denton/Universal Health Services - Denton, United States 10/2014 - 03/2018

KEY ACHIEVEMENTS:

Served as Acting Privacy Officer for University Behavioral Health of Denton and the Recovery Center, investigating HIPAA breaches, updating policies per corporate standards, and ensuring full alignment with state and federal regulations.

Delivered targeted training on confidentiality, ICD-10-CM, and clinical documentation to staff, improving coding accuracy and ensuring regulatory readiness across both inpatient and outpatient departments.

Reviewed and updated all HIM policies for JCAHO readiness, including HIPAA Security and Privacy protocols, supporting successful accreditation and compliance audits.

Led and managed Analysts and PRN coders, providing comprehensive oversight and workflow coordination while maintaining productivity across high-volume behavioral health records.

Maintained coding accuracy by performing inpatient and outpatient chart coding, conducting LCD audits, and correcting Master Patient Index and documentation errors—directly supporting reimbursement and data integrity.

Director of HIM / Val Verde Regional Medical Center - Del Rio, United States 06/2014 - 10/2014

KEY ACHIEVEMENTS:

Directed comprehensive HIM operations across Coders, Scan Technicians, Analysts, Transcriptionists, Birth Registrars, ROI, and Tumor Registry—ensuring seamless record integrity, compliance, and team performance.

Managed RAC and Medicaid appeals, providing accurate CPT coding support and documentation that upheld claim integrity and recovered revenue in disputed cases.

Served as Medical Records Custodian in legal proceedings, verifying the accuracy and chain-of-custody of patient records while representing the hospital in court.

Collaborated on scanning system enhancements, improving document imaging processes and reducing chart availability delays for clinical teams.

Identified and corrected coding errors and maintained unbilled reports, actively contributing to clean claim submissions and faster reimbursement cycles.

Instructor / Miami Dade Community College Medical Center Campus - Miami, Florida 01/2013 - 06/2014

KEY ACHIEVEMENTS:

Designed and delivered curriculum for multiple healthcare disciplines—including Medical Terminology, Quality Improvement, Legal Aspects, and Health Unit Coordination—supporting student mastery across clinical and administrative foundations.

Developed a fully digital classroom for Medical Terminology instruction, integrating virtual labs, simulations, and multimedia tools to enhance engagement and accessibility.

Instructed diverse student cohorts of up to 32 learners, implementing classroom management strategies, individualized support, and structured discipline systems to maintain a productive learning environment.

Integrated audio-visual and computer-based technologies into lesson plans, fostering interactive learning through projectors, simulations, and multimedia presentations.

Provided extended academic support by maintaining evening and weekend office hours, ensuring student success through additional instruction and one-on-one coaching.

HIM Director/Privacy Officer/Safety Officer/QI/Risk Manager/Corporate Compliance/ADA Coordinator / Miami Jewish Health Systems/Douglas Gardens - Miami Beach, Florida 08/2000 - 06/2014

KEY ACHIEVEMENTS:

Directed multi-departmental operations across Admissions, Quality Improvement, Risk Management, and HIM—leading goal-setting, policy execution, staff development, and compliance for all confidential information and quality assurance processes.

Spearheaded HIPAA compliance for Douglas Gardens CMHC and served on the HIPAA Task Force for Miami Jewish Home and Hospital—creating regulatory policies, overseeing implementation, and training staff center-wide on privacy, security, and documentation standards.

Acted as Risk Manager and legal liaison, reviewing all incident reports, leading legal case follow-up, and ensuring accurate reporting and mitigation in alignment with state and federal regulations.

Managed grant compliance and fiscal planning by leading budget formulation, staffing strategy, and reporting for Ryan White funding; also composed Medicare appeals and coordinated Meaningful Use compliance to optimize federal reimbursements.

Led EHR implementation and oversight, managing clinical and legal components of the system, chairing the forms committee, updating proprietary software tables, and ensuring all electronic documentation met accreditation and fiscal standards.

EDUCATION

Master of Art: Business Administration 2003

Florida International University

Bachelor of Science: Health Services Administration 2001

Florida International University

Associate of Science: Information Management 1997

Miami Dade Community College

CERTIFICATIONS

Registered Health Information Administrator (RHIA)

Registered Health Information Technician (RHIT)

Risk Management Certification

Certified in Medical Transcription, Birth Registry, and AOP

LANGUAGES

English: First Language

REFERENCES

References available upon request.

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