Cindy Cole
JACKSONVILLE
Summary
Financial Healthcare Professional with 37 years of success in multiple areas of physician and hospital revenue cycle operations. Proven success in leading major initiatives and an established leader focused on accountability to drive metrics, increase productivity and optimize operations to achieve efficiency and fiscal results.
Overview
2027
2027
years of professional experience
Work History
Director of Patient Financial Services
Onslow Memorial Hospital
2022 - Current
- Led the implementation of the Medical Debt Mitigation initiative tied to HASP.
- Implemented Experian for patient financial clearance to align with the income-based presumptive charity provision for the Medical Debt Mitigation initiative
- Updated the Patient Financial Assistance policy as required by the State to include Medical Debt Mitigation guidance
- Created a Medical Debt Mitigation policy
- Created training material for applicable staff and placed in Paycom learning to ensure consistent information was communicated to all areas responsible for registering patients
- Created and provided an outline of the Medical Debt Mitigation process to be placed at each workstation
- Created and sent notification letters as required by the State to all patient's who qualify for the program
- Leads and directs all functions associated with the Patient Financial Services Division area
- Coordinates activities between PFS, Patient Access and HIM to maximize performance throughout the revenue cycle
Manager of Patient Financial Services
Onslow Memorial Hospital
2019 - 2022
- Led the build and implementation of Meditech Expanse
- Provided training material and best practices to all staff members to ensure revenue is not negatively impacted by the new system
- Implemented a new early out vendor (Mediuit) for Customer Service assistance and statement generation
- Responsible for providing the quarterly bad debt placement files to Controller
- Manages and coordinates activities of the Patient Financial Services Division area to assure the quality and timeliness of functions within the assigned areas of responsibility
- Stay current on industry trends seeking knowledge from peers within HFMA and within the region as well as from vendors who are often subject matter experts
- Responsible for updating policies and procedures within Patient Financial Services and ensuring compliance by staff
- Monitors and evaluates individual employees' performance and provides consistent feedback on ways to improve performance in order to achieve maximum results
- Coordinates activities between PFS, Patient Access and HIM to maximize performance performance throughout the revenue cycle
- Works to maintain a high clean claim rate to minimize handling of claims from the time the departments generate a charge until the claim is received by the payer
- Adopted new methods of operation which allowed us to maintain patient satisfaction and service recovery
- Stays current on the organizations compliance plan and helps to ensure regulatory compliance in all areas
- Meets weekly with revenue cycle team and CFO to report metrics and discuss strategies to continually increase performance
- Monitor compliance with payer requirements, federal regulations, and hospital billing guidelines
Supervisor of Patient Financial Services
Onslow Memorial Hospital
2011 - 2019
- Supervised 16 Patient financial services workflows to improve billing accuracy and account resolution.
- Reviewed denied claims and coordinated appeals to support timely reimbursement.
- Monitored revenue cycle activities to identify processing delays and compliance risks.
- Directed patient financial services workflows to improve billing accuracy and account resolution.
Managed Care Contract Management Analyst
Onslow Memorial Hospital
2002 - 2011
- Implemented the PMMC-Contract Pro contract management system
- Analyzed operational data to support management decisions and improve departmental performance.
- Prepared financial and administrative reports for leadership review and planning.
- Evaluated workflows to identify process gaps and recommend efficiency improvements.
Training Coordinator
Onslow Health Services, Physician Services of Onslow County and Onslow Ambulatory Services for Onslow County Hospital Authority
1998 - 2001
- Led build and implementation of Medical Information Management System software to enhance data management and accessibility
Office/Practice Manager
Coastal Family Clinic & Richlands Medical Clinic, Dr. M. Craig Simpson
1992 - 1998
- Managed claims submissions and followed up on all unresolved accounts
- Directed daily clinic operations, coordinating front office, scheduling, and patient flow.
- Managed billing, insurance verification, and claim follow-up to support accurate reimbursement.
Education
Medical Insurance Billing And Coding I & II -
Coastal Carolina Community College
Jacksonville, NC1995
Skills
- Communication and decision making
- Healthcare regulations compliance
- Medical billing expertise
- Revenue cycle optimization
- Debt collection strategies
- Performance metrics analysis
- Patient account management
- Proven ability to implement, manage and accomplish projects successfully
- Change management
- Staff training and development
- Exceptional attention to detail and accuracy
- Strong organizational and analytical skills
- Excellent communication, decision making and problem solving skills
- Customer service management
- Multitasking skills
- Customer service
- HIPAA compliance
Affiliations
- OMH Compliance Committee member
- UM Committee Member
- NCHA Medical Debt Mitigation Taskforce
- HFMA member
- SAHA member
- Rewards and Recognition Committee member
- Revenue Cycle Leadership
- NCHA VA Taskforce member
- UNC Medicaid User Group member
Timeline
Director of Patient Financial Services
Onslow Memorial Hospital
2022 - Current
Manager of Patient Financial Services
Onslow Memorial Hospital
2019 - 2022
Supervisor of Patient Financial Services
Onslow Memorial Hospital
2011 - 2019
Managed Care Contract Management Analyst
Onslow Memorial Hospital
2002 - 2011
Training Coordinator
Onslow Health Services, Physician Services of Onslow County and Onslow Ambulatory Services for Onslow County Hospital Authority
1998 - 2001
Office/Practice Manager
Coastal Family Clinic & Richlands Medical Clinic, Dr. M. Craig Simpson
1992 - 1998
Medical Insurance Billing And Coding I & II -
Coastal Carolina Community College