Eugenia Use
Hayward,CA
Summary
With a proven track record at Stanford Healthcare, I excel in strategic planning and fostering stakeholder relationships. My expertise in process improvement and team leadership has significantly enhanced operational efficiency. Skilled in training and project management and interpersonal communication, I drive initiatives that surpass objectives with measurable success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Revenue Cycle Program Manager
Stanford Healthcare
11.2019 - Current
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Facilitated workshops and conducted one-on-one training to educate team members.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Created detailed training materials to enhance understanding of revenue cycle processes.
Training & Quality Assurance Program Manager
Stanford HealthCare
01.2014 - 01.2018
- Prevented costly rework by identifying potential issues early in the production process through effective risk management analysis techniques.
- Mentored and coached junior team members, helping them develop their skills and contribute more effectively to the overall QA program.
- Conducted regular audits and assessments, resulting in improved compliance with industry regulations.
- Ensured that all project documentation met established guidelines and requirements, leading to successful completion and submission.
- Fostered collaboration between departments by facilitating communication about shared goals around quality assurance projects or initiatives.
- Enhanced customer satisfaction with thorough defect identification and root cause analysis.
- Presented findings from audits and assessments to senior leadership, driving strategic decision-making related to product improvements or process changes.
- Oversaw the implementation of new software tools, streamlining data collection and reporting processes.
- Established a culture of continuous improvement within the organization, fostering a proactive approach to addressing quality concerns before they escalate into larger problems.
- Collaborated with stakeholders to establish key performance indicators and drive continuous improvement efforts.
- Coordinated training initiatives for staff members, increasing their awareness of best practices in quality assurance techniques.
- Streamlined processes for increased efficiency, reducing the time required for quality control activities.
- Optimized resource allocation by developing strategies for more efficient use of personnel and equipment during testing phases.
- Managed external vendor relationships to ensure consistent adherence to company standards and protocols.
- Implemented corrective actions to address identified gaps in quality management systems.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
Professional Billing Coordinator
Stanford Hospital
11.2009 - 01.2014
- Answered telephone and in person inquiries with friendly demeanor and full knowledge of billing department processes.
- Developed customized billing reports for internal stakeholders, supporting informed decision-making processes.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Established clear communication channels between departments to promote seamless coordination in all aspects of the billing process.
- Entered details into accounts and tracked payments.
- Monitored accounts receivable aging reports, identifying trends and proactively addressing potential collection issues.
- Optimized billing processes by implementing efficient invoicing and payment tracking systems.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Maintained strict confidentiality when handling sensitive client information, adhering to HIPAA or other privacy guidelines as required in specific industries.
- Reduced billing errors through consistent review and reconciliation of account discrepancies.
- Streamlined workflow for faster invoice processing, improving overall efficiency in the department.
- Enhanced client relations by promptly addressing inquiries and concerns regarding invoices and account statuses.
- Referred past due payments to collections department.
- Facilitated smooth transitions during organizational changes by effectively training new team members on billing procedures and best practices.
- Organized accounts for financial audits and supported audit process.
- Continually sought opportunities for process improvement, leading to increased efficiency and effectiveness within the billing department.
- Updated documentation, reports, and spreadsheets with financial information.
- Researched and resolved billing discrepancies to enable accurate billing.
- Worked with multiple departments to check proper billing information.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Utilized various software programs to process customer payments.
- Handled account payments and provided information regarding outstanding balances.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Responded to customer concerns and questions on daily basis.
Education
Immaculate Conception Academy
San Francisco, CASan Francisco Unified School District
San Francisco, CASkills
- Problem-solving
- Project management
- Detail-oriented
- Strategic planning
- Process improvement
- Team leadership and direction
- Decision-making
- MS office applications
- Policy and procedure improvements
- Training and development
- Critical thinking
- Interpersonal skills
- Work Planning and Prioritization
- Data collection & research
- Team management
- Team training and development
- Flexible and adaptable
- Attention to detail
- Operations management
- Stakeholder communications
- Customer service
- Relationship building
- Scheduling and planning
- Cross functional team builder
- Partnership development
- Stakeholder management
- Quality assurance
- Performance monitoring
- Data analysis
- Multi-operations management
- Documentation proficiency
- Vendor management
- Vendor relationship management
- Product development
- Procurement
Accomplishments
Built a training program for the self pay management office. Project managed MyHealth paperless billing. Created content for TCPA and NSA for front and back end users.
Certification
Certified Revenue Cycle Representative (CRCR)
Timeline
Revenue Cycle Program Manager
Stanford Healthcare
11.2019 - Current
Training & Quality Assurance Program Manager
Stanford HealthCare
01.2014 - 01.2018
Professional Billing Coordinator
Stanford Hospital
11.2009 - 01.2014
Immaculate Conception Academy
San Francisco Unified School District
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