Elizabeth Feliciano
Fort Worth,TX
Summary
An executive healthcare professional with 28 years of physician group and hospital based revenue cycle management expertise. Demonstrated ability to lead and motivate staff to execute department tasks and work plans, ensuring patient satisfaction and compliance are held to the highest standards. Proven ability to identify root-cause issues in revenue cycle performance, develop mitigation and action plans to rectify hazards, and execute plans through project completion.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Revenue Cycle Operations Vice President
OnPoint Healthcare Partners
Irving, TX
03.2023 - Current
- Led strategic initiatives to enhance operational efficiency and drive organizational growth.
- Developed and implemented comprehensive business strategies to achieve long-term objectives.
- Mentored senior management teams to cultivate leadership skills and improve decision-making processes.
- Oversaw cross-functional collaboration to streamline project execution and resource allocation.
- Spearheaded process improvement initiatives, resulting in increased team productivity and performance.
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Identified opportunities to improve business process flows and productivity.
- Leveraged technology to automate workflows and streamline processes, resulting in increased productivity and cost savings across the organization.
- Ensured regulatory compliance at all times by implementing robust internal controls systems coupled with proactive monitoring mechanisms.
- Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
- Spearheaded organizational restructuring initiatives, streamlining operations and reducing overhead costs.
- Implemented advanced data analytics tools to drive data-driven decision-making across all levels of the organization, leading to better business outcomes.
Revenue Cycle Vice President
Office Practicum
Fort Washington, PA
12.2020 - 02.2023
- Accountable for all revenue cycle and RCM implementations operations providing services to 108 pediatric practices, and generating $150M in annual collections.
- Built a high performing team through training and coaching resulting in an improvement to the overall company employee retention rate.
- Created new revenue streams through implementation of charge capture, practice optimization assessments, credentialing services and other RCM AR wind down projects.
- Achieved and maintained operational excellence in industry standards RCM metrics, by improving collections by 10%, revenue per client by 35%, decreasing churn rate by 20%, and reducing A/R over 90 from 35% to 26%.
- Delivered gross margin improvements of 5.6% during the first year by monitoring cost and renegotiating vendor contracts.
- Redesigned RCM workflows in collaboration with cross functional leaders resulting in an increase in quality, expedited cash flow and improved client retention.
- Established & implemented Objective Key Results (OKRs) for two consecutive years in collaboration with cross functional leaders.
- Established a billing compliance audit program to mitigate compliance risks and avoid financial losses.
- Executive level presentation and thought leadership with C-Suite leaders.
- Direct report 1 sr. director, 1 data analyst, 1 RCM consultant, 1 auditor/training, indirect reports 200 on shore and off shore teams.
- Promoted to Revenue Cycle Sr. Director October 2021 – January 2023
- Revenue Cycle Director December 2020 – September 2021
Process Improvement Director
IKS Health
Irving, TX
12.2017 - 11.2020
- Served as the client services representative for one of the largest revenue cycle clients in the DFW market.
- Worked closely with the operations and delivery teams to co-create solutions with clients and define the value propositions encompassing both business and operational advantages.
- Identified key trends pertaining to the accounts receivables, front-end operations, maximizing collections, and coding performance.
- Collaborated with the operations delivery leaders to streamlines processes that resulted in reduced denials from 40% to 4%.
- Worked closely with the clinic divisional leaders to increase the first pass clean claim ratio from 75% to 97%.
- Coordinated RCM audits that helped identify process gaps, training requirements, payor credentialing challenges, and compliance requirements.
- Facilitated monthly business review with CFO and divisional leaders providing insight on the health of revenue cycle.
- Worked closely with the CFO by providing solutions to address complex issues, and applying insight and analysis to help support the business and operations initiatives.
- Successfully transitioned the customer satisfaction survey format to the Net Promoter Score method that resulted in better gauging the loyalty and relationship of all existing revenue cycle clients within IKS Health.
- Promoted to Associate Vice President November 2016 – November 2017
Health Business Services Supervisor
University of North Texas
Fort Worth, TX
04.2015 - 10.2016
- Effectively managed all operations of patient services functions, including (but not limited to) collections, customer service for all UNT clinics, issuing patient due refunds for two practice management systems (SMS and NextGen).The customer service team is currently composed of two team leads and twelve office staff.
- Served as the liaison between UNTHSC based clinics and the central business office, ensuring that optimal customer service is provided to both patients and the clinic staff.
- Collaborated with compliance to develop and implement an action plan to work down credit balances from $204,805 to $4,348 over a span of 7 months.
- Established pilot project with patient services representatives to identify the benefit of allowing overtime for patient balance collection activities. Average results yield a positive return on investment for each hour of overtime worked.
- Performed audits on patient accounts, resulting in identification of root-causes for patient credits, including wrong copays collected, payment posting errors, and unapplied patient credits. This resulted in the creation of training materials and completion of clinic information sessions.
- Streamlined check request process for patients and insurance refunds, resulting in a savings of 17-18 days in turnaround time.
- Promoted to Manager, Revenue Cycle February 2014 – March 2015
Education
Bachelor of Sports Health and Sciences - undefined
American Public University
10.2016
Skills
- Alpha Med, Allscripts, CPMC Production Eagle, CMHC, DDE, Caremedic, Claims Administrator, eMDs, Epic EMR, HDS, IDXterm billing System, Kronos Payroll system, Microsoft Office, MasterLink, Meditech, Medisoft, Medipac, McKesson products, PHS, PMMC, RWS, Timeless Web, TMHP Excellent Customer Service Skills
Certification
- AAHAM Certified Revenue Cycle Executive, American Association of Healthcare Administrative Management, April 2024
- Green Belt Lean Six Sigma Green Belt Certified, Go Lean Six Sigma. September, 2015
Affiliations
- MGMA – Medical Group Management Association
- AAHAM – American Association of Healthcare Administrative Management
- AAP – American Academy of Pediatrics
- Women in Pediatrics Guest Presenter (2022)
Timeline
Revenue Cycle Operations Vice President
OnPoint Healthcare Partners
03.2023 - Current
Revenue Cycle Vice President
Office Practicum
12.2020 - 02.2023
Process Improvement Director
IKS Health
12.2017 - 11.2020
Health Business Services Supervisor
University of North Texas
04.2015 - 10.2016
Bachelor of Sports Health and Sciences - undefined
American Public University