Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Cindy Gulley

Healthcare Operations, Technology and Client Service Professional
Blue Springs,MO
Cindy Gulley

Summary

Integrity-based and highly respected global healthcare industry leader with 30+ years of progressive healthcare information management experience optimizing revenues, improving efficiencies, launching new products, scaling high-growth organizations, and instilling operational rigor within teams to drive consistency of Client Service practices, client engagement execution, and organizational scalability. Unmatched in managing relationships with stakeholders at all levels, with exceptional Client Service acumen and laser focus on staff performance, job satisfaction, and team building. Career marked by a consistent track of upward mobility, with extensive high-level impact in Vice President and Director roles. Success leveraged upon the commitment to teamwork and maintaining a strong presence while creating and orchestrating strategies to achieve maximum operational outputs, resulting in multimillion-dollar impacts to the bottom line. Unwavering focus on maintaining honor and accountability through ethical professional and personal practices.

Overview

34
years of professional experience

Work History

Nextgen Healthcare

Director, Ancillary Services (Previously Director, RCM Partner Operations)
2017.01 - 2024.03 (7 years & 2 months)

Job overview

• Led the Ancillary Services Division's multimillion-dollar book of business composed of multiple health information management and healthcare technology services
• A longstanding record of success in globally recognized leadership for my team of 14 U.S. direct reports, 50+ U.S-based partner staff, and 500+ India-based partner staff, meeting company KPI targets resulting in consistently meeting long-term goals for the Ancillary Services Division and the Company
• Entrusted with oversight and nurturing portfolios of key client accounts who contracted for Remote and Virtual Live Scribe, Medical Transcription, Document Management and Clinical Abstraction, and RCM services with Credentialing specialty, all with the primary objective of fostering enduring relationships, ensuring client satisfaction, and driving the realization of value for the clients
• As previous Director of RCM Partner Operations managed multiple international vendors for the Managed Services Revenue Cycle Management Division with emphasis on Claims Management, Payment Management, and Staff Augmentation setting the bar for quality deliverables with satisfied clients as the ultimate goal
• Worked collaboratively with RCM teams as well as senior leadership to identify, install, and manage revenue performance improvement initiatives, including applying adequate headcounts and skillsets to ensure A/R was worked to result in maximum physician reimbursement
• Notable success after assuming leadership of the struggling Medical Credentialing Division driving revenue growth to a record-breaking margin >65% in less than 12 months and saving 15 U.S.-based Credentialers' jobs
• Created and commercialized a new NextGen Product, Virtual Live Scribe (VLS), with anticipated top-line revenue greater than $12.5 million in 24 months
• Built and commercialized a new NextGen Product, Document Management and Clinical Abstraction, to provide healthcare professionals with a one-stop solution for document filing and medical data abstraction
• Led development and testing of Document Management and Clinical Abstraction Natural Language Processing (NLP) model geared towards improved accuracy and speed for ultimate AI integration
• Developed innovative paths to optimize service line portfolio and channel strategies with additional new products, metrics, and targets for the Ancillary Services Division through providing thought leadership while collaborating with Sales, Marketing, Business Development, Legal and Product Teams
• Utilized excellent analytical, communication, and presentation skills one-on-one, company-wide, nationally, and internationally enabling me to captivate audiences and convey information in a dynamic and engaging manner
• Built a highly successful and innovative Quality Assurance Program, while leading and coaching a team of qualitative and quantitative quality assurance professionals over multiple service lines
• Created and oversaw detailed instructional and developmental programs to ensure staff's deep familiarity with service line features and functionality, while maintaining staff morale, performance, and understanding of the company's primary goal, which was to provide quality services to ensure healthy CSATs with zero customer attrition
• Provided expertise and training in Customer Care Conflict Intercession, with a long successful record of top-tier communication with medical and legal professionals while negotiating mutually acceptable resolutions
• Ancillary Services' Biannual Voice of the Client Survey scores consistently fell in the 9-to-10 out of 10 range for customer satisfaction, the highest divisional scores in NextGen's Managed Services organization
• Forged strong partnerships for greater than 10 years with India-based partners who provided multiple outsourced services

Entrada

Vice President, Global Operations/Privacy Officer
2012.01 - 2017.01 (5 years)

Job overview

• Led an international team of Medical Editors, Quality Assurance Specialists, Customer Care Specialists, Medical Auditors, and Trainers throughout the U.S., India, the Philippines, and Barbados
• Restructured technical and administrative workflow while driving an increase of over 100% in the Global Operations Division production, resulting in steady profit margin increases, and growing customer base by 60%
• Created and commercialized a new Product, Remote Scribe, to integrate with Entrada's proprietary Mobile Dictation Solution
• Remote Scribe is still in place and thriving today at NextGen Healthcare
• Deployed HIPAA compliance investigation teams and ensured HIPAA compliance throughout the organization

DTS America/Transcend/Nuance (via Acquisitions)

Director, Operations
2007.01 - 2012.01 (5 years)

Job overview

• Led $13 million acute care division consisting of 200+ Regional Operations Managers, Medical Language Specialists, and Quality Assurance Specialists, onshore and offshore
• Ensured teams met all client deliverables in a cost-effective manner, actively working with teams to quickly and proactively address any quality concerns
• Steered captive production and support centers in Bangalore, India
• Optimized offshore team performance through team-building expertise and extensive training and mentoring of company-based Support Helpdesk management, Helpdesk team associates, and Quality Assurance personnel

SPi (Formerly CyMed)

Sr. Account Executive
2004.01 - 2007.01 (3 years)

Job overview

• Ensured outstanding Client Service for a $5 million book of business by evaluating, designing, and delivering solutions that effectively aligned with client needs, all resulting in exceptional client satisfaction ratings
• Worked with Sales to support pursuits, grow service line revenue, and achieve client renewal targets
• Consulted for Company proprietary software and collaborated with Development Team for future enhancements

Medical Review Consultants

Vice President, Professional Services
1990.01 - 2001.01 (11 years)

Job overview

• Led Medical Claims Adjudication team, formally representing Company in Administrative Law Judge hearings with a 95% success rate in overturning Medicare, Medicaid, and Commercial insurance reimbursement denials through hearings and authored rebuttals
• Served as a professional consulting liaison to 1100+ healthcare facility HIM, Case Management, Coding, and Billing Departments, as well as individual medical providers throughout the U.S., with emphasis on accelerating revenue cycles through timely and accurate denial reversal request submissions
• Drove Product Team success in the development of Company proprietary software designed to preempt reimbursement denials, while steering healthcare facilities towards better-informed decisions congruent with State and Federal Guidelines and shortening revenue cycles while increasing reimbursements

Education

Truman State University Kirksville, MO

Business Management/Medical Language

University Overview

State Fair College Sedalia, MO

Math

University Overview

Johnson County Community College Overland Park, KS

Economics

University Overview

American Health Information Management Association Chicago, IL

Coding

University Overview

Skills

  • Product Innovator
  • Change Management Driver
  • Staff Development Expert
  • High Emotional Intelligence
  • Savvy Strategist
  • Innovative Mature Problem-Solver
  • Cross-Cultural Communicator
  • International Business Practice Expert
  • Team Builder
  • Remote Workplace Success Expert
  • Top-Level Client Negotiator
  • SR and NLP Expert
  • MS Office Suite/Salesforce - Expert

Timeline

Director, Ancillary Services (Previously Director, RCM Partner Operations)
Nextgen Healthcare
2017.01 - 2024.03 (7 years & 2 months)
Vice President, Global Operations/Privacy Officer
Entrada
2012.01 - 2017.01 (5 years)
Director, Operations
DTS America/Transcend/Nuance (via Acquisitions)
2007.01 - 2012.01 (5 years)
Sr. Account Executive
SPi (Formerly CyMed)
2004.01 - 2007.01 (3 years)
Vice President, Professional Services
Medical Review Consultants
1990.01 - 2001.01 (11 years)
Truman State University
Business Management/Medical Language
State Fair College
Math
Johnson County Community College
Economics
American Health Information Management Association
Coding
Cindy GulleyHealthcare Operations, Technology and Client Service Professional