Amy King

Lead a high-performing team of three direct and 40 indirect reports that are responsible for the verification of insurance eligibility, benefits and authorization for accounts supported by Inpatient (IP) and Outpatient (OP) Insurance Verification Specialists (IVS)

Work in close collaboration with Surgical IVS leadership team to execute shared strategic plans

Successfully develop, execute and reach department operational goals and objectives within established timeframes

FY25 Objectives:

• Create bandwidth to expand and lower labor costs through offshore partnerships; 10 Omega FTEs currently supporting IP and OP IVS; through automation; implement Janus Notice of Admission (NOA) product
• Implement and monitor success of automated processes within Epic workflows to increase efficiency and reduce human error; generate and/or analyze reports for Janus NOA, Real Time Eligibility, Underpayments

Support supervisors in productivity and quality assurance reporting and analysis of performance metrics

Hold standing calls and consistently collaborate with stakeholders to reach system goals and initiatives to ensure a seamless patient financial journey:

• Referral Authorization Center (RAC)-Authorization alignment between RAC and OP IVS
• Utilization Management-White Glove-concurrent review on specific IP accounts
• Registration, Financial Counseling-FY26 goal to provide department overview presentations to teams to build stronger relationships and understanding and to increase Employee Voice Survey item “There is effective cooperation across departments”
• Billing, Payer Relations, Epic IT-Opportunities for improvement and optimization are identified through standing Real Time Eligibility, Payer Plan and Insurance Workgroup calls

Provide support to Business Services by reviewing CEO Escalated Patient Complaints by performing an in depth review, explaining and giving perspective with the patient experience in mind, identifying how the issue occurred, what Epic build or training is needed to prevent the issue, taking responsibility for implementation and assisting with contacting the patient when appropriate

• Examples of common issues:
• RTE mapping
• Out of Network and Limited Benefit Plan flags
• Misalignment of communication between teams or to patient

Cultivate a culture that is in line with Standards of Excellence by facilitating open communication and seeking input from team members as appropriate to make informed decisions, discover innovative ways to improve department workflows, increase employee motivation and engagement while staying in compliance with administrative, legal and ethical requirements

• Employee Voice Survey scores are consistently positive, often exceeding system averages
• Low turnover rate and high percentage of long-term employees
• Resolve conflicts between team members and departments through active listening in a professional, empathetic manner with the desire to reach an appropriate long-term solution
• Encourage leadership development

Provide team and stakeholders with resources explaining shared workflows and processes, can be found on IVS SharePoint: Patient Access Insurance Registration - UCHealth - Home

• Provide direction, support and mentorship to three highly skilled and diverse teams within Revenue Cycle: Insurance Representatives, Financial Counseling Representatives, Financial Case Coordinators
• Total of 51 direct reports
• Staff physically stationed across Northern Region, in eight different locations
• Demonstrate initiative and natural leadership skill:
  Championed for Registration Communication Core Group (PVHS legacy committee) to continue to operate and grow to include stakeholders throughout UCHealth
  Chair of committee for UCHealth from 2013 to 2015
  Chair of committee for PVHS from 2006 to 2012
• Embrace growth of UCHealth and vision to systemize teams
• Developed relationships and maintained open communication with counterparts in Metro and South regions
• Designed Patient Access North Share Point site, providing detailed information for each team’s workflows with goal of making these resources accessible to all staff and stakeholders throughout the system

• Certified in Epic Admissions, Discharge and Transfer (ADT) application
• Built training environment within Epic and created training curriculum supporting implementation of PVHS and Memorial to partner with University of Colorado Hospital, forming UCHealth
• Responsible for training and supporting job roles in Northern and Southern regions that utilize ADT including Financial Counselors, Insurance Representatives, Registrars in Patient Access
• Chair of Registration Communication Group; collaboration of over 100 key point people within UCHealth including operational leaders, front end users and trainers from all regions to ensure that training team is efficiently supporting needs of Revenue Cycle

• Responsible for training new and current Patient Service Representatives on various topics supporting registration process
• Oversaw quality assurance in patient registration process including, but not limited to preventing and identifying duplicate medical records and accurate data entry to ensure timely billing
• Worked closely with appropriate stakeholders on following projects:
  Creation of PVHS policies: Registration Guiding Policy, Registration Competency Assessment Policy, Registration Accuracy Tracking Policy, Identity Theft Prevention, Detection and Mitigation
  Developing training for: Medicare Secondary Payor Questions, Colorado Regional Health Organization (CORHIO), identity theft prevention and quality assurance audits
• Assisted in investigating potential identity theft cases and served as a representative for Medicare Secondary Payor audits
• Implemented training and process development for new systems including Valco scanning, Emdeon insurance verification and upgrade from Meditech Magic to Meditech 6.0
• Participated in PDCA processes for: provider fields in Meditech, reducing duplicate medical records, mis-identified patients and health record integrity and for improving Avatar scores for patient billing
• Further developed and lead existing Registration Communication Group; a team of key point people from over 15 departments within PVHS that are impacted by patient registration process