Revenue Cycle Management and Operations

CHARLENE FRAME

REVENUE CYCLE MANAGEMENT OPERATIONS FINANCIAL & REVENUE ANALYSIS & STRATEGY EXECUTIVE PROCESS OPTIMIZATION 516-***-**** Atlanta, GA *************@*********.*** https://www.linkedin.com/in/charlene-frame/ PROFESSIONAL SUMMARY

Results-driven Operations & Revenue Executive with over 15 years of experience optimizing financial performance through expert Revenue Cycle Management strategies in the Healthcare and Specialized Services industries. Possesses a deep understanding of the challenges inherent in RCM execution and a unique ability to identify anomalies in reimbursement. Leveraging strong project management and analytics skills, I have helped organizations realize millions of dollars in revenue. Demonstrates a keen ability in financial analysis and strategic planning to enhance operational efficiency and drive revenue growth. Skilled in implementing innovative solutions for improved bottom-line results, effectively communicating complex financial concepts to stakeholders, and fostering collaborative decision-making. Known for an adaptable and strategic approach that consistently delivers measurable improvements in revenue generation and process optimization.

AREAS OF EXPERTISE

Revenue Cycle Management

Process Optimization

Operational Efficiency

Performance Metrics & KPIs

Budgeting & Forecasting

Data Analysis/Interpretation

Financial Analysis & Reporting

Regulatory Compliance

Procurement

Team Leadership/Mgmt.

Compensation Management

Policy Development

Billing & Collections (All major

payers & Works

Compensation)

Contract Negotiation

Project Management

High-Performance Team

Leadership

Strategic Partnership

Development

Race Operations Management

Driver Development Support

Team Logistics & Event

Coordination

Sponsorship Acquisition &

Retention

Financial Stewardship &

Budgeting

Revenue Growth & Fundraising

Strategy

Brand Positioning &

Community Engagement

PROFESSIONAL EXPERIENCE

PHOENIX FIRM Atlanta, GA 07/2022-2/2025

Phoenix Firm delivers comprehensive operational leadership and revenue management services to healthcare organizations, driving growth, efficiency, and compliance.

Director of Revenue Cycle and Operations

Streamline efficiency across multiple company business structures under healthcare revenue cycle management, law practice management, real estate, and government contracts.

• Directed all aspects of revenue cycle management (RCM) operations, including patient access, billing, coding, collections, denial management, and compliance oversight.

• Develop and implement process enhancements that significantly improved claims processing times and reduced outstanding accounts receivable across government, commercial, and workers’ compensation payers.

• Lead resolution efforts for escalated patient and customer billing issues, ensuring prompt and satisfactory outcomes while maintaining high standards of service excellence and regulatory compliance.

• Oversee contract management, ensuring alignment with healthcare regulatory standards, payer requirements, and organizational policies.

• Collaborated with cross-functional teams to support revenue growth, new product development, and innovation initiatives for organization.

• Developed and implemented comprehensive sourcing strategies for assigned commodities categories, aligning with business goals and market trends

• Collaborated with legal, compliance, and finance departments to ensure all revenue cycle operations meet federal, state, and payer-specific regulatory guidelines.

• Created and maintain detailed project documentation, performance reports, and dashboards for leadership review, tracking KPIs and operational outcomes.

• Led the development and execution of strategic initiatives to optimize revenue cycle performance, increase reimbursement, and streamline workflows.

• Coordinated with clinical, administrative, and billing teams to enhance communication, improve billing accuracy, and strengthen the revenue cycle process.

• Managed payroll, benefits administration, and operational support functions to ensure seamless business operations for healthcare practices.

• Administered real estate transactions for practice expansions, managing lease negotiations, compliance documentation, and operational setup.

PRINCE RACING Bolingbroke, GA 06/2020-Present

Prince Racing curates motorsports experiences, fostering a vibrant community of athletes who embrace challenges, conquer distances, and excel in competitive environments

Director of Operations (Part-Time)

Report to the Owner and spearheaded all race initiatives and strategically expanded sponsorships, resulting in substantial lead growth, while introducing innovative fundraising incentives to revitalize engagement and fundraising accomplishments at Prince Racing.

Drove significant expansion of sponsorships in the F3/F4 program and moving towards F2 program by cultivating pivotal partnerships through strategic networking, compelling proposals, and high impact presentations, resulting in an impressive surge of qualified leads.

Directed operational activities for developing F3/F4 and pre-F2 racing programs, managing logistics for race weekends, driver scheduling, team travel, equipment transport, hospitality coordination, and pit setup to ensure peak team readiness.

Negotiated technical partnerships and sponsorships with key suppliers and brand sponsors, resulting in a 30% increase in team operating budget year-over-year.

Developed driver development programs focused on physical fitness, branding, media training, and sponsor relations, preparing drivers for the demands of F2 advancement.

Revitalized sponsorship engagement strategies by implementing new incentive structures and fundraising campaigns, leading to record fundraising accomplishments and enhanced sponsor retention.

Fostered operational excellence by introducing event execution templates, ensuring efficient team deployment and seamless race weekend performance.

Handle all the corporate travel for company

OLIVER BEHAVIORAL CONSULTANTS Denver, CO 07/2020-07/2022 Oliver Behavioral Consultants offers specialized behavioral health services to promote well-being and positive growth in individuals & communities. Director of Revenue Cycle and Operations (Remote)

Reported to the CEO, managing a min of $50 M budget and a team of 55 (10 direct reports). Collaborated with Sr. leadership to revitalize revenue process and directed strategic transitions for significant improvements in receivables, project efficiency, and overall operational output.

Reduced DSO from 290 to 45 days, enhancing cash flow by 35% within six months.

Spearheaded the integration of billing efficiency enhancements by streamlining processes, establishing a dedicated revenue cycle team with front-end support, and optimizing billing procedures to drive an 80% increase in revenue generation.

Implemented billing process optimizations, increasing revenue by 80% while achieving a 100% reduction in billing errors.

Conducted market analysis to identify new sourcing opportunities and mitigate risks for the organization.

Established effective KPIs and SOPs, creating comprehensive weekly reports to capture clinician productivity, patient info, insurance financials, and visit details that increased patient visits by 45%, and improved operational efficiency and patient care.

Revamped HR processes and onboarding, implementing standardized procedures and a user-friendly database, resulting in efficient employee record keeping and compliance; streamlined benefits enrollment and complex bi- weekly pay for 120+ staff.

Instituted a cohesive revenue performance framework, developed a robust planning and budgeting process, and integrated revenue technology for a unified data strategy for enhanced contact, account management, and customer engagement.

HALL AMBULANCE SERVICES Bakersfield, CA 03/2020-07/2020 Hall Ambulance Services offers responsive and lifesaving emergency medical care, ensuring swift & compassionate transport to medical facilities. Director, Business Office (Remote)

Under the direction of the CFO, led 35 direct reports (Admin/Finance staff) while executing end-to-end revenue process management for the Ambulance Service business office, overseeing billing, payment, reconciliation, and financial reporting.

Leveraged data analysis, offering strategic recommendations and executive-level templates; directed clinical staff productivity reporting, defined metrics, set performance goals, and authored insightful reports for providers and senior management.

Steered the successful transition of the business office to remote work during the onset of the pandemic, managing remote process implementation, ensuring consistent revenue generation and operations, achieving a 25% revenue increase in 4 months.

Empowered a deaf employee through specialized TTY phone technology and provided sign language classes to employees to enhance communication; achieved a 65% increase in overall staff productivity and provided an expanded role for the employee.

PHM Atlanta, GA 03/2015-03/2020

ENVPHM delivers comprehensive & holistic healthcare solutions for optimal patient outcomes through personalized and integrated care programs Sr. Executive, Revenue Cycle Management (Hybrid)

Reported to the COO and led 45 direct reports to optimize revenue operations, projects, and reporting for departments and B2B clients, using dashboards, forecasting models, and oversight to ensure timely project delivery, staff productivity, and accurate financial reporting.

Centralized pre-authorization operations and managed diverse revenue departments, including Pre-Authorization, Scanning, Indexing, CMN, Billing, A/R Follow-up, Cash Application, and MCR Audit, while co-managing Customer Service.

Orchestrated company-wide expansion, transforming 5 locations into a robust network of 34 across 10 states; Led methodical financial assessments of potential acquisitions, driving informed decisions and fostering exponential growth.

Lead several productivity projects from inception to completion, ensuring timely and effective execution

Engineered a centralized Billing department, seamlessly integrating acquired entities onto a unified billing software platform across independent systems for optimized financial performance, enhanced operational efficiency, and sustained management.

Built and maintained strong supplier relationships to ensure reliable supply and continuous improvement.

Reformed Revenue Cycle Management through policy and workflow development and adoption, training creation, practice implementation, and delivering comprehensive executive reporting on revenue growth that fostered continuous improvements.

Implemented an Electronic Medical Record system, managed vendors, standardized contractor procedures, conducted software training, and facilitated seamless healthcare provider onboarding to optimize DME and Home Care operations.

Negotiated contracts, including pricing, terms, and conditions, to secure the best value for the organization.

Managed end-to-end real estate transactions, ensuring seamless coordination between buyers, sellers, agents, and escrow officers, while maintaining meticulous documentation and adherence to deadlines

Identified and implement cost-savings initiatives and process improvements within the supply chain

Reviewed and processed workers' compensation claims, ensuring compliance with regulatory requirements and company policies.

PEDIATRIC SERVICES OF AMERICA Norcross, GA 08/2013-03/2015 Pediatric Services of America offers healthcare solutions tailored to children’s unique medical needs and provides gentle care across pediatric services. Director, Regional Revenue Cycle

Reported to the CFO, managed 25 direct reports and 60 indirect reports. Led revenue cycle operations across multiple locations, streamlining processes from patient access to payment posting. Achieved revenue goals and upheld rigorous reporting standards.

Guided a cross-functional refund team through a stringent OIG audit and strategic initiative, promptly resolving systemic issues and reducing Govt. Credits from $2.1M to $500K, resulting in a swift promotion to Regional Revenue Cycle Director within a year.

Created a dedicated Credit/Refund Department with comprehensive Policies, Procedures, and Workflows for improved accuracy, efficiency, and compliance across A/R departments, culminating in streamlined credits, refunds, and recoupments processes.

Partnered with Insurance Payer management teams to ensure accurate PSA account reconciliation, contributing to precise reporting and informed decision-making, while engaged in contract renewals through effective credits and refunds management.

Oversaw the implementation of innovative processes for Billers, Collectors, Authorizations, and Credit Analysts, resulting in enhanced workflow efficiency, tighter financial controls, and improved collaboration across revenue cycle departments.

Led productivity projects from inception to completion, ensuring timely and effective execution within the company

Facilitated cross-departmental initiatives to optimize operations and clean up legacy accounts, aligning efforts with department heads and providing regular updates to management and executive staff on credit-related matters for strategic decision support.

ADDITIONAL EXPERIENCE

Director, Billings, Collections, & Documentation Help Pain Practice Management (Hybrid) 12/2012- 08/2013 Director, Revenue Cycle MRI Management 11/2008-12/2012 Asst. Program Director Campus Clubs (Volunteer to Part-time Perm) 11/2008-12/2012 340B Program Director NYCRx New York Public Health Department (Hybrid) 5/2005-11/2008 EDUCATION & CERTIFICATIONS

Bachelor of Science (BS), Biology Mercer University Lean Six Sigma Certification Expected

PMP Certification Expected

TECHNICAL SKILLS

Microsoft Office 365 MS Access Google Office Suite PowerBI Salesforce QuickbBooks Peachtree Accounting QuickBase SQL SAS Cerner Epic Meditech AdvancedMDs eClinicals Brightree NextGen Sabre MyCase Clio Lawmatics FileVine Trello Monday.com Bills.com JIRA Python

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