Laura Farmer

With 25+ years of experience in healthcare revenue cycle management, this accomplished Instructional Designer excels at problem-solving and developing targeted solutions. Utilizing lean principles, to effectively implement employee training programs addressing identified issues. Expertise lies in analyzing production and improving workflow processes, while also identifying potential risks and implementing proactive solutions. By delivering process improvements, consistently enhanced efficiencies and performance. Known for their organizational skills, articulate communication style, and excellent troubleshooting abilities.

• Certified Family Home Visitor, Western Kentucky University - Obtained 2022
• Lean Certified, Western Kentucky University - Obtained 2024

· Contributed to development of comprehensive employee training courses. Evaluated existing course materials, identifying opportunities for enhancement or revision

· Managed multiple projects simultaneously while maintaining high-quality deliverables under tight deadlines. Optimized training delivery schedules, accommodating diverse learning styles and work commitments.

· Collaborated with transition and partner leadership to analyze needs identifying areas for instructional improvement and targeted training solutions. Collaborated with subject matter experts to create accurate, relevant, and effective learning content. Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members. Identified gaps in knowledge and skills, informing future program development. Advanced organizational goals through strategic development of training initiatives aligned with company objectives.

· Promoted a culture of continuous learning by supporting professional development opportunities. Facilitated virtual, in-person and blended learning sessions. Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles. Provided one-on-one mentoring to help individuals reach their full potential within the organization.

· Mentored new hires, resulting in stronger staff development and increased productivity. Coached employees on best practices, providing constructive feedback to support their professional growth.

· Developed customized training materials for RCM Professional billing, ensuring relevance to target audience. Created and oversaw healthcare Professional Billing training programs for operations. Reviewed and advised leadership on web-based, self-directed learning materials.

· Trained organizational required EPIC Foundation class to new personnel hired to fulfill various roles.

· Assisted Leadership by providing detailed analysis of historical trends and current conditions. Worked with leadership to streamline revenue cycle processes by implementing efficient workflow strategies and reducing claim denials.

· Maintained strict adherence to regulatory guidelines by staying informed on changes in healthcare legislation affecting revenue cycle operations. Informed organizational leaders on upcoming changes in insurance guidelines and policies, and healthcare legislation.

· Partnered with hospital leadership to identify revenue cycle challenges, developing strategic solutions that directly addressed problem areas.

· Contributed to public health research efforts by gathering data health trends, best practices, and issues specific to organization's requests. Supported public health initiatives by providing educational materials, leadership education, and multiple resources for ongoing and future organizational initiatives.

· Actively listened to customers, handled concerns quickly and escalated major issues to supervisor. Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty. Maintained accurate records of customer interactions, ensuring proper documentation within company's database.

· Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times. Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care. Effectively communicated with insurance companies to obtain necessary information for accurate payment processing.

· Contributed to process improvement initiatives aimed at increasing operational efficiency within revenue cycle management team.

· Demonstrated adaptability by handling various tasks such as payment entry, claims submission, or denial management when required by workload demands or staffing shortages. Expedited refunds processing by identifying overpayments quickly and initiating refund requests as needed. Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.

Volunteer Experience:

2024 - Owensboro Community Innovator, trained through Harwood Institute

2018-current - Owensboro Large Grant Review Team, Team Leader 2019-current, grant requests between $3,000 - $50,000.

2024 - Owensboro Small Grant Review Team, grant requests up to $2,500.00

2024 - Empty Bowls Grant review and fundraising

2019-2024 - Kentucky Rural Urban Exchange Cohort member, fundraiser, and community visit program organization team. www.kyrux.org