Emily Pierce
West Leisenring,PA
Summary
Pursuing full-time role that presents professional challenges and leverages within medical revenue cycle CBO team.
I have demonstrated as a proven leader in revenue cycle management for 14 years, adept at driving process improvements (billing and clinical operations), and maximizing reimbursement rates, as demonstrated at Optum - MedExpress Urgent Care. Skilled in data analytics and quality assurance, with a knack for fostering team development and enhancing operational efficiency. Achieved significant reductions in aged accounts receivable, showcasing a blend of strategic vision and attention to detail.
Overview
31
31
years of professional experience
Work History
Revenue Cycle Manager
Optum - MedExpress Urgent Care
08.2011 - Current
- Manage cross-functional teams (Patient Call Center, RCM, Quality Assurance and Collections B2B), to improve overall revenue cycle operations for 3 lines of business - Urgent Care, Workers Compensation and Occupational Health visits..
- Streamlined workflows to minimize claim rejections, reduction in aged a/r, and maximize reimbursement rates from insurance providers, Clients and TPA's.
- Bad Debt - Developed collection team to handle business to business payment recovery.
- Implemented process improvements, ensuring accurate charge capture and coding compliance.
- Client/TPA retention: Negotiating contracts with vendors for billing-related services.
- Supporting operational and clinical teams to optimize charge capture, documentation, and billing processes.
- Developed and implemented quality assurance and training programs for revenue cycle teams and clinical to ensure compliance regulatory requirements are being met and comprehensive risk assessments to help mitigate potential financial and compliance risks.
- Improved team morale and reduced turnover by implementing comprehensive staff development and recognition program.
CNA
Cherry Tree Nursing Center
01.2009 - 08.2011
- Skilled Nursing Rehab Center - Direct Patient Care and medication administration.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Infection control practices within the facility.
- Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.
- Collaborated with interdisciplinary healthcare teams to develop and implement individualized care plans for patients.
Supervisor
SPX -Kentmoore Tools
08.2003 - 12.2008
- Oversaw daily operations of the Client Account Management team.
- Negotiated with customers to secure cost-effective contracts.
- Fostered culture of continuous improvement and implementation process enhancements.
- Developed training programs for new employees, ensuring high level of competence and quick adaptation to their roles.
- Implemented customer feedback system to identify areas for service improvement, leading to increased customer satisfaction (NPS) scores.
- Trained and guided team members to maintain high productivity and performance metrics.
Store Manager
Rent A Center
10.2001 - 08.2003
- Set daily and weekly goals related to the store's sales activities.
- Oversee and direct coworkers' sales activities.
- Approve rental agreements and monitor planned results for sales as measured by revenue and growth.
- Oversee direct coworkers' collection activities and follow up on accounts requiring manager interventions.
- Approve customer commitments and provide leadership and training to ensure compliance with established procedures for collections.
- Monitor and achieve planned results for profits by effectively managing store resources.
- Ensure compliance with company policies and protect company assets through expense management.
- Oversee and control inventory, product ordering, pricing, cash handling, and store security.
- Resolve problems and complaints quickly.
- Provide effective training and development for all coworkers.
- Schedule and organize daily activities and goals for the team.
- Recruit and hire for the assigned store and maximize retention of coworkers.
Supervisor
CMG
09.1997 - 09.2001
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
- Implemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvement.
- Supervised 40-50 call center representatives in providing customer service to callers requiring assistance for vacations and customer service related issues during travel.
Assistant Store Manager
McDonalds
10.1993 - 09.1997
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Responded to customer escalated concerns.
Education
Licensed - Certified Nursing Assistant
CTNCS
Uniontown, PA06-2009
Business Administration - Business Administration And Management
Hamburg University
Moon Township,Pa08-1995
High School Diploma -
Laurel Highlands Sr High School
Uniontown, PA06-1994
Skills
- Revenue Cycle/Project Management
- Data Analytics
- Account Receivables, KPI's and and metrics
- Collection - A/R bad debt recovery
- Patient Care Coordination - W/C Case Management
- Auditing
- Patient and Client/TPA Billing - Urgent Care, Workers Compensation and Occupational Health
- Quality Assurance
- Compliance and Regulatories
- Technical proficiencies: EMR/PM Athena Health, IDX, DocuTap and some experience with Epic EMR/PM system Other Software programs: eScreen, SalesForce, Microsoft: Excel, Word, PowerPoint and Smartsheet
Timeline
Revenue Cycle Manager
Optum - MedExpress Urgent Care
08.2011 - Current
CNA
Cherry Tree Nursing Center
01.2009 - 08.2011
Supervisor
SPX -Kentmoore Tools
08.2003 - 12.2008
Store Manager
Rent A Center
10.2001 - 08.2003
Supervisor
CMG
09.1997 - 09.2001
Assistant Store Manager
McDonalds
10.1993 - 09.1997
Licensed - Certified Nursing Assistant
CTNCS
Business Administration - Business Administration And Management
Hamburg University
High School Diploma -
Laurel Highlands Sr High School
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