CAREER SUMMARY
MBA prepared and results-oriented Healthcare Financial professional with extensive expertise in both financial and financial analysis, with director level responsibilities over state and federal service contracts. Strong financial management, forecasting, and data analysis experience utilized in numerous price modeling scenarios.
Training expertise in systems, customer service, TQM, Lean Six Sigma, and team building. Solid interpersonal, presentation, and communication skills, especially during conflict or customer complaint resolution phase. Communicates effectively with different organizational levels to attain win/win solutions through consensus and innovation. The ability to plan, organize and synthesize activities and results and highly skilled in moving teams towards self-facilitation to achieve goals successfully within allotted time and budget.
PROFESSIONAL EXPERIENCE
THE JOINT COMMISSION, Oakbrook Terrace, IL 1996 – 2013
An independent, not-for-profit, nationally-recognized organization which accredits and certifies more than 20,000 health care organizations and programs that guides organizations in meeting world-class performance standards. Additionally known as the Joint Commission on Accreditation of Healthcare Organizations (JCAHO).
Associate Director of Pricing, Accounts Receivable, and Customer Service Center, 2002 – 2013
• Provided direct oversight and contract administration for approximately 35 state and federal accreditation survey service contracts, including RFP responses, contract negotiations, reporting requirements, and contract renewals. Federal contracts included Department of Veterans Affairs, Department of Defense (Army, Navy, and Air Force), Bureau of Prisons, and Indian Health Services. Ensured that all documents were completed and in compliance with corporate, state and federal regulations. Designed tracking methodology of all crucial contract requirements for contract amendments, modifications, timely renewals as well as billing, payment, collection and reporting requirements.
Collaborated with Accreditation and Certification Operations leadership, Business Development Executive Directors, and Corporate Counsel to resolve all accreditation service contract issues.
Authorized to complete all federal registry requirements required for the enterprise.
Ensured operational contract compliance could be met prior to a contract being authorized by the CFO.
Designed all custom reports after discussing reporting requirements with federal and state contracting officers. Delivered reports on a quarterly basis with 100% accuracy and on-time results. Achieved and maintained 100% customer satisfaction with all contracting officers.
• Worked with Marketing, Business Development Executive Directors, and Division of Accreditation and Certification Operations leadership to maintain appropriate fee schedules.
Designed price impact models for proposed survey and certification price and process changes and developed a fee structure based upon these analyses.
Responsible for assuring that accreditation survey and certification revenue targets were achieved through the pricing and financial suite software systems.
Formulated the annual and on-site accreditation and certification fees with the CFO.
Monitored product line revenue performance against direct and indirect costs and reported results to leadership.
• Authority for ultimate approval level during conference calls that were completed when an organization was on the verge of losing their accreditation or certification due to nonpayment of fees.
• Reviewed and resolved all customer complaints at third level authority achieving a 100% success rate for customer retention and satisfaction.
• Directed the activities of the Manager of Pricing and Accounts Receivable and the Customer Service Representatives, including hiring, conducting performance reviews, and if necessary, disciplining and termination of subordinates.
• Directed customer service staff in a high volume automatic call distribution (ACD) setting with a minimum overall live-answer rate of 97%. Customer satisfaction rates exceeded 99%. Redesigned two distinct ACD groups to allow for more efficient call distribution to other departments outside of Enterprise Finance.
• Developed reporting of quarterly bad debt reserve, including applicable bad debt adjustments, and provided quarterly review and approval for adjustments to bad debt allowance account within the general ledger. Reduced bad debt expense for the accreditation and certification cost centers to less than .5% of total revenue through the design of an automated process within PeopleSoft and the redesign of collector tasks and customer collection correspondence and billing.
• Responsible for budgetary oversight over 11 cost centers. Final budget versus actual expenses were consistently below budget.
• Approved invoice modifications, with ultimate authority over Billing and Account Receivable module system master configuration files.
• Expertise in systems, customer service, TQM, Lean Six Sigma, and team building.
Manager, Accounts Receivable, 1996 – 2002
Directed staff in the performance of duties necessary to process, record, and reconcile all billing and cash receipts and processing all applicable adjustments, refunds, and write-offs. Planned, organized, and controlled activities related to Joint Commission and subsidiary collection activities.
• Planned, organized and controlled activities related to Joint Commission and subsidiary billing.
• Assured adherence to billing and revenue earning schedules.
• Served as the key staff person responsible for creating custom reports, based on customer wants and needs, regarding data contained within the Billing and Receivable financial system.
• Project manager during a major system conversion for Planning and Financial Affairs responsible for dividing education, publications and other subsidiary-related services and moving all a...
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