CHRISTY LOVELACE
Kannapolis,NC
Summary
Dedicated and results-oriented Revenue Cycle Manager with a proven track record in overseeing all aspects of a 3rd party call center operations while achieving and exceeding revenue and performance targets. Seeking a challenging position where my leadership skills, strategic planning, and hands on experience can contribute to optimizing customer service and operational efficiency.
Overview
16
16
years of professional experience
Work History
Revenue Cycle Manager
Paragon Revenue Group
10.2018 - Current
- Manage, mentor, and train a team of customer service representatives
- Provide ongoing training and coaching to team members, fostering a culture of continuous learning and professional development
- Hired and facilitated training of call center representatives, ensuring adherence to hospital policies, revenue cycle best practices, and patient communication standards
- Provide ongoing training to team members to ensure the delivery of accurate information, maintaining system access and logins, and production techniques
- Monitor billing data, revenue trends, and key performance indicators to identify areas for improvement and implement strategies to enhance billing efficiency, increase production, and revenue collection
- Continuously audit inventory and implement processes to optimize accuracy, improve agent efficiency, and increase client satisfaction
- Implement best practices and technological solutions to streamline operations
- Establish quality control measures to review billing accuracy and compliance
- Implement corrective actions to address errors and prevent future issues
- Handle escalated patient inquiries related to billing, coding, insurance coverage, and charges
- Ensure prompt and accurate review and responses to resolve issues and concerns
- Review and generate reports for leadership detailing department performance, revenue collection, outstanding issues, and key insights.
Project Manager, Chief Medical Officer
University of Mississippi Medical Center
04.2015 - 07.2016
- Collaborated with cross-functional teams, including medical, nursing, and administration to implement evidence-based practices for patient safety
- Developed and maintained project timelines, ensuring the timely completion of milestones and adherence to project goals
- Partnered with department heads to analyze data, identify trends, and recommend strategies to enhance overall hospital performance
- Coordinated interdisciplinary meetings to address quality improvement goals, fostering communication and collaboration across all hospital departments
- Prepared and delivered regular progress reports to hospital leadership, highlighting key achievements and areas for ongoing improvement
- Oversaw all aspects in the redesign and execution of a single organization-wide quality scorecard
- Managed staff training programs on patient safety procedures, fostering a culture of accountability and continuous improvement
- Conducted regular risk assessments and root cause analysis to identify potential areas for improvement in patient safety protocols
- Worked directly with the Patient Safety Officer to establish and develop Leadership Rounds, which included 100-plus UMMC academic, clinical, and administrative leaders who engaged front-line staffing issues affecting quality followed by a debrief of their interactions.
Executive Assistant, Chief Medical Officer
University of Mississippi Medical Center
10.2012 - 04.2015
- Provided ongoing administrative support to senior executives, driving organizational success through the management of daily operations and special projects
- Coordinated high volumes of travel domestically and internationally including travel arrangements, itinerary planning, and expense reimbursement
- Organized and facilitated executive level meetings, including preparing agendas, minutes, and following up on action items
- Enhanced communication and responsiveness of the executive leadership teams under the purview of the CMO team by addressing the needs of clinical frontline staff and promoting a sense of teamwork and collaboration
- Managed sensitive matters with a high level of discretion and confidentiality
- Ensure urgent and priority matters are communicated in a timely and effective manner to the CMO.
Liaison, Onsite Account Representative
Paragon Revenue Group
08.2007 - 08.2010
- Provided administrative and customer service support needs to New Hanover Regional Medical Center and obtained information requested from Paragon Revenue Group to expedite billing and collection of accounts receivable
- Designed and modernized a more effective and efficient document management system to expedite the transfer of requested information from New Hanover Regional Medical Center to Paragon Revenue Group, ensured HIPPA compliance and reduced shipping cost
- Maintained the organization's positive image in all forms of external and internal communication and productive professional relationships with employees of New Hanover Regional Medical Center.
Education
Bachelors - Health Science, Healthcare Administration
University of Mississippi Medical Center
05.2017
Associate of Arts - Business Administration
Cape Fear Community College
06.2009
Skills
- Account Resolutions
- Account Monitoring
- Cash Flow Management
- Billing Cycle Expertise
- Revenue Performance
- Performance Metrics
Affiliations
- American Public Health Association student member 2014-2016
- Mississippi Public Health Association member 2014-2016
- American Society of Administrative Professionals
Professional Development
- Institute for Healthcare Improvement: Open School Basic Certificate in Quality Improvement and Safety 2016
- Patient Safety Certificate 2015
- Quality Improvement Certificate 2016
References
- William Cleland, MD, Former Chief Medical Officer, UMMC, 601.918.7355
- Darlene Bryant, RN, Administrative Director of Risk Management, UMMC, 769.218.7649
- Celeste Eason, Executive Assistant to Clinical Advisor for the Vice Chancellor, UMMC, 601.940.0046
Timeline
Revenue Cycle Manager
Paragon Revenue Group
10.2018 - Current
Project Manager, Chief Medical Officer
University of Mississippi Medical Center
04.2015 - 07.2016
Executive Assistant, Chief Medical Officer
University of Mississippi Medical Center
10.2012 - 04.2015
Liaison, Onsite Account Representative
Paragon Revenue Group
08.2007 - 08.2010
Bachelors - Health Science, Healthcare Administration
University of Mississippi Medical Center
Associate of Arts - Business Administration
Cape Fear Community College