Summary
Overview
Work History
Education
Skills
Certification
Qualifications Summary
Languages
Timeline
Generic

Geno Zapata

Caddo Mills,Texas

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Contact Center Manager

Texas Oncology
06.2024 - Current
  • Oversee multiple teams for remote employees and vendors.
  • Lead business workflow process implementations.
  • Strategically develop relationships with new patient and clinical teams to ensure streamlined workflow process results.
  • Make decisions as needed to serve the organization strategically to satisfy executive leadership and patients.
  • Built a strategic plan for consistency of achieving performance metrics from productivity.
  • 6 direct reports 120 indirect reports.
  • Plan and strategically actualize the division to accommodate service demands, including structure, managerial infrastructure, policies and procedures, training, hiring, and checks and balances for the Contact Center.
  • Build employee efficiency by evaluating task time and position duration and calculating daily position goals.
  • Develop and build relationships with 44 executive leaders, clinic leaders, and over 126 providers to implement streamlined workflow processes across the organization using Lean Six Sigma and agile methodologies.
  • Focus on using a KPI tracking system that reduced reporting time by 30%, resulting in an 84% increase in performance metrics.
  • Lead change management, transformation and integration process realignment strategies across disparate business units towards a single support model increasing production capacity by 20%.
  • Consulted other departments on workflow processes for success with patient satisfaction through monthly meetings for the entire specialty (Texas Colorectal, Texas Oncology Surgical and Urology) division.
  • Increased Insurance verification process by 22% as needed which increased revenue for the organization by 32%.
  • Utilized Smartsheet to track upcoming progress on projects and Salesforce to document a series of projects in the pipeline.
  • Travel weekly to Texas Colorectal, Urology and Surgical clinics to collaborate on workflow processes, KPIs, patient satisfaction updates, and financial metrics to meet quarterly goals and fiscal year goals.
  • Hold monthly executive leadership meetings to present key metrics and updates to stakeholders on accomplishments and improvements within the Contact Center.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.

Contact Center Supervisor

Texas Oncology
, Texas
01.2024 - 06.2024
  • Oversaw multiple teams throughout the contact center for all regions.
  • Lead operational workflow process implementations.
  • Focused on developing employees for success within their respective roles.
  • Built an efficient onboarding process for all employees increasing employee satisfaction by 20%.
  • Supervised 25 plus direct reports across multiple teams.
  • Implemented operational improvements within workflow processes to increase performance efficiency by 25%.
  • Patient satisfaction increased by 20% due to workflow process improvements throughout the contact center.
  • Analyzed CRM reporting to review areas of improvement for stakeholder satisfaction and decreased call volume by 8% through operating requirements for self-service features.
  • Led transformational alignment Strategies through the Contact center for stability with staffing needs which increased production by 15% and decreased patient complaints.
  • Increased patients’ Google reviews by 26% which showed positive trends of call volumes throughout the contact center.
  • Analyzed performance data and key drivers to restructure processes through benchmarking with executive leaders.
  • Consulted the Urology and Surgical division on successful and strategic workflow processes to meet their stakeholder needs.
  • Strategically utilized agile methodologies to execute continuous collaborations to increase patient satisfaction.
  • Held weekly meetings with clinical and executive leadership as needed for evaluation improvements needed to daily operations.
  • Traveled quarterly to meet with stakeholders for collaboration on workflow processes and KPIs.
  • Developed process controls and metrics for daily management of call center.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Built strong relationships with clients by following up on previous purchases and suggesting new products.
  • Coordinated with other departments to provide smooth execution of project management initiatives.
  • Conducted supplier risk evaluations and assisted with regulatory inspections.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.

Manager, Insurance Services

Acclara Solutions
09.2023 - 01.2024
  • Developed and maintained relationships with customers and suppliers through account development.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Controlled costs to keep business operating within budget and increase profits.
  • Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
  • Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
  • Partnered with project team members to identify and quickly address problems.
  • Crafted and maintained project plans and schedules to meet organizational objectives.
  • Reported regularly to managers on project budget, progress, and technical problems.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.

Operational Performance Management

Ensemble Health Partners
05.2022 - 09.2023
  • Oversaw multiple teams for remote onshore and offshore employees.
  • Led business workflow process implementations within government operational risk.
  • Strategically develop relationships with 21 stakeholders to ensure streamlined workflow process results.
  • Built a strategic plan for consistency of achieving performance metrics from productivity.
  • 6 direct reports 160 indirect reports.
  • Made strategic business decisions as needed to ensure smooth efficiency in workflow processes.
  • Developed service line workflow processes through strategic roadmap building to meet stakeholder needs.
  • Consulted for upcoming service lines of business potential growth and stability to 30%, which minimized risk and compliance for the entire organization.
  • Increased metric efficiency by 20% with roadmap building for operational risk.
  • Decreased risk by 15% of compliance operational metrics with strategic planning of government regulations.
  • Led overview process of the No Surprise Act for all stakeholders.
  • Created improvement plans to meet KPIs for all stakeholders and monitored KPIs through reporting analysis with Power BI.
  • Supported 102 providers nationwide and overviewed AR accounts for cashflow opportunities.
  • $500M Client oversight and operational oversight (including front end, middle revenue cycle or business units).
  • Increased revenue for clients by 13% through business operational roadmaps and strategic planning.
  • Developed and consulted multiple service lines of business to ensure stakeholder needs were met.
  • Led multiple projects utilizing agile and Lean Six Sigma methodologies that resulted in overseeing $1.5B in operational governance risk, across all service lines of business.
  • Traveled across the U.S. to meet with executive leadership and collaborated on areas of improvements needed.
  • Self-motivated, with a strong sense of personal responsibility.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Versatile professional with strong problem-solving skills and history of adapting to diverse challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Project management leader in multiple projects, delegating tasks and providing feedback.
  • Developed and maintained courteous and effective working relationships.
  • Provided professional services and support in a dynamic work environment.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Project Management leader in group projects, delegating tasks and providing feedback.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Developed strong organizational and communication skills through coursework and volunteer activities.

Reimbursement Policy Manager

United Health Group
07.2021 - 05.2022
  • Oversaw onshore and offshore teams for remote employees.
  • Lead business workflow process implementations within government operational risk.
  • Strategically develop relationships with U.S stakeholders to ensure streamlined workflow process results.
  • Prepared multiple roadmap workflow processes for successful outcomes of projects.
  • 3 direct reports and 60 indirect reports.
  • Prepared project plans using the project management software outlining all tasks, owners of each task for accountability, and due dates necessary to ensure timely implementation of projects through Agile methodologies.
  • Identified and documented operational risks and controls within the project plan, and made recommendations to mitigate risks.
  • Escalated risks to implementation using the formal escalation process.
  • Prepared and presented quality reports/dashboards of all projects in flight.
  • Coordinated with operations, and internal/external communication as needed and submitted to MarCom using the formal communication process for distribution.
  • Evaluated government (MMP and DSNP) and commercial insurance plans through various states and risk compliance to ensure state regulations were followed.
  • Led and nurtured relationships through a multi-billion project for the state of Hawaii, in which savings for the state reimbursement policies were more than $304M.
  • Focused on delivering contract results through vendor partnerships and Master Service Agreements and SLA agreements.
  • Consulted with states throughout the U.S. within the organization on meeting successful MSA and SLA agreements.
  • Oversaw patient access, pre-authorization, HIM, HER support, Charge Entry, and UR processes and teams to ensure accurate and timely revenue cycle functions.
  • Managed personnel on reimbursement policies and daily operations to ensure policies through UHG were within government regulations and commercial insurance guidelines.
  • Traveled across U.S. to review areas of success and improvements needed to meet our clients’ needs.
  • Collaborated with contract team to review client contracts and facilitate personnel compliance training.
  • Collaborated with HR and IT to develop and implement code of business and ethics and anti-harassment policies and related personnel training.
  • Analyzed and identified risk areas to determine compliance with applicable laws and regulations.
  • Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
  • Liaised with clients to identify and target inefficiencies in areas of risks and business controls, process gaps and workflow discrepancies.
  • Performed regular compliance reviews and audits, identifying non-compliance issues.
  • Implemented effective compliance policies and procedures to meet regulatory requirements.
  • Developed compliance training initiatives and materials, educating staff on regulations.
  • Advised division leaders of regulatory risks in business processed and provided recommendations for improvement.
  • Kept up to date on compliance trends and rulings using meticulous research and study.
  • Investigated potential compliance violations and reported findings to senior management.
  • Consulted with clients on best practices and served as project manager for all process improvements and regulatory initiatives.

Patient Financial Adviser

UT Southwestern
05.2021 - 07.2021
  • Project managed and led the implantation of new insurance verification, authorization, and financial collections policy projects for patients to successfully seek treatment.
  • Ensured KPIs were met monthly and timely.
  • Focused on consistent workflow processes.
  • Developed a new forecasting tool management system that decreased denial costs for operations by 11.6% and increased collections by 7.7%.
  • Implemented new processes and procedures that improved revenue for services by 20%.
  • Developed key measures across multiple projects to maintain defined metrics through process improvement.
  • Led the planning and implementation of quality improvement and compliance initiatives.
  • Contributed to expediting quality improvement and workflow re-design processes.
  • Provided combined cost estimates for facility and professional services utilizing EPIC EMR systems.
  • Accurately utilizes cost estimate technology to create cost estimates for services and communicates estimated costs to patients and other affected parties.
  • Accurately posts payments and creates payment plans for upcoming services and/or outstanding balances.
  • Advised patients about financial and special entitlement programs (such as charity programs, drug assistance programs, and other patient assistance options).
  • Responsible for coordinating and completing financial assistance applications for charity care programs.
  • Responsible for understanding the revenue cycle, including all involved parties and appropriate escalation pathways.
  • Knowledge of various regulatory agencies: JCAHO, Medicare/Medicaid Laws, State and Federal Laws, and Hospital/Departmental Policies.
  • Reviewed workflow processes for improvement in operations and effectively increasing revenue for therapy services by 30%.
  • Developed monthly, quarterly and annual profit and loss statements and balance sheets.
  • Tracked financial progress by creating quarterly and yearly balance sheets.
  • Input financial data and produced reports using [Software].
  • Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
  • Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.

Sr. Financial Analyst

Medical City Dallas
02.2021 - 04.2021
  • Oversaw 10 financial analyst associates through daily operations and managed financial reporting for all HCA hospitals.
  • Completed multiple complex monthly financial management reports and reviewed all reports for errors and inconsistencies; analyzed variations in forecasts and actual performance; determined reasons for variance; developed recommendations for improvement; completed written summaries of financial data.
  • Developed key metrics across multiple teams and implemented new Per BI reporting for nationwide financial and patient volume reporting.
  • Prepared and/or supervised the preparation of monthly financial analyses, and reports, scheduled annual financial reports, and reported to various government agencies.
  • Identified areas of poor performance presented findings and made recommendations to executive and C-level leadership.
  • Assisted with monthly financial reporting, variance analysis, and commentary.
  • Leverage financial systems capabilities in reporting & analytics.
  • Assisted with the preparation and delivery of monthly financial presentations to business leaders, including executives.
  • Developed and maintained various financial models (Power BI) used to support decision-making.
  • Collaborated with business partners and finance teams to improve the accuracy of financial forecasts.
  • Developed partnerships across multiple levels of the organization.
  • Supported annual planned processes including developing and communicating targets, creating budgets, and loading and reconciling data.
  • Assisted with other ad-hoc analytics, projects, and requests.
  • Consulted other HCA hospital leaders weekly on reporting structures built for reduction in 20% of budget cost on projects needed to meet stakeholder goals across the U.S.
  • Developed and implemented comprehensive budget forecasting models, utilizing historical data and market trends, to accurately predict future revenue and expenses, resulting in 85% accuracy rate and enabling proactive cost management strategies.
  • Maintained controls for policies and procedures for the EPIC; developed and maintained delegation of authority of various procedures, such as check requests, refunds, invoice approval, bad debt write-offs, etc.
  • Completes more complex special projects as requested.
  • Flawlessly ramped the business to meet the 25% growth of performance metrics.
  • Reviewed statistical information to determine financial trends for use in investment planning.
  • Trained new analysts on corporate policies and procedures and implemented mentoring program, reducing onboarding time.
  • Generated comprehensive reports on portfolio performance and risk assessment.
  • Developed financial projections and forecasts to guide investment decisions.
  • Reviewed and analyzed project spending throughout project life cycle.
  • Created financial strategies to optimize portfolio performance and reduce risk.
  • Conducted detailed financial analysis to identify and evaluate changes in operations, trends and potential areas of improvement.
  • Conducted due diligence on potential investments and presented findings to investors.

Billing Specialist

UT Southwestern
09.2019 - 01.2021
  • Led multiple billing projects that increased $25M in revenue.
  • Crossed-trained peers with other departmental expectations.
  • Took lead on multiple project presentations for gaps in workflow billing processes.
  • Worked closely with senior leadership on improving workflow roadmaps as needed.
  • Implemented a new reporting billing software solution that resulted in $1M savings through better forecasting and budgeting after implementation.
  • Collaborated with the Director of Billing Services in identifying and reconciling onboarding problems to decrease billing retention by 11%.
  • Increased departmental productivity by 40% and managed 26% growth in ticket fulfillment through process improvement.
  • Established forecasting and inventory reporting to ensure JIT inventory and high-level QA on all deployments as part of budget management.
  • All required metric guidelines were met per front-end billing revenue cycle regulations.
  • Reprocessed backlog claims more than $10 Million in Revenue profits for the Organization through Project Management.
  • Ensured to qualify patients through a clinical portal Epic EMR system for hardship patients which led to an additional 20% of patients being seen through the organization.
  • Communicated effectively with supervisors, managers, and physicians on new approaches needed to correctly bill charges.
  • Performed monthly charge reconciliation as needed to ensure dates of services corresponded with charges in Epic.
  • Performed measures of testing claims billing process to ensure project budgeting would be sufficient to continue.
  • Support 21 providers for claims/billing workflow processes.
  • Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.

Marketing Representative and Contract Specialist

Microtex USA 2
02.2017 - 09.2019
  • Led multiple campaigns to gain clientele within the healthcare industry to provide tax services.
  • Focused on building and developing relationships within the surrounding communities.
  • Implemented charitable work with the surrounding communities for exposure opportunities with potential clients.
  • Hired a team of 10 marketing specialists to meet business needs to ensure the growth of revenue.
  • Trained staff hired to understand products and services that MicroTex USA 2 offered for potential clients.
  • Assigned metrics as needed to ensure staff met expectations of calls, emails, and social media outreach goals.
  • Focused on Marketing through multiple social media platforms.
  • Presented highly valued information through social media ads and phone calls.
  • Focused on providing solutions and not selling services through a cold call.
  • Utilized previous healthcare relationships to gain leads for potential business.
  • Utilized Microsoft Office to monitor compensation owed for services rendered to major corporations, small businesses, and clients.
  • Traveled to site locations to present services offered by Microtex USA 2.
  • Increased business revenue by 35% profit margins during my tenure.
  • Showed utmost respect and hospitality to potential business accounts by offering lunch, and team bonding outings.
  • Collaborated with design team to create visuals for various marketing campaigns.
  • Determined customers' needs and provided brand awareness and recommendations to fulfill requirements.
  • Managed budget for marketing initiatives, carefully keeping spending within allocated limits.
  • Implemented digital marketing techniques to enhance customer experience and increase customer engagement.

Pre Services Coordinator

Texas Oncology
07.2016 - 02.2017
  • Led projects that were related to medicare patients for enrolling into the Oncology Care Model program.
  • Presented weekly updates to Vice President of Operations as instructed for reporting metrics.
  • Focused on cross-training peers as needed for other Medicare related projects.
  • Audited patient accounts for qualifications for the Oncology Care Model and provided outstanding customer service.
  • Manage daily reports for charges entered the previous day and manage staff personnel.
  • Reviewed all reports needed to ensure qualifications were met to enroll patients into the Oncology Care Model Care Model Program.
  • Ensured that daily metrics were met as a team unit for enrolling patients.
  • Worked with Mysis (Vision) and IKNOWMED (medical systems), ICD 9 &10 CPT CODES (medical marketing coding) to review patient eligibility for the Oncology Care Model Program.
  • Presented Strategic Business Solutions to Executive Directors and Revenue Cycle Managers as needed for updates on progress with the Oncology Care Management Program.
  • Billed clinical trials through phases as necessary per request of Texas Oncology sites.
  • Diligently focused on understanding processes of clinical trial coverage for insurance payors.
  • Acted as a liaison for physicians and chemo drug reps to obtain knowledge of chemo drugs for clinical trials.
  • Facilitated meetings as necessary to educate staff personnel on clinical trials for patient chemotreatment.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.

Patient Financial Adviser

Texas Oncology
05.2015 - 06.2016
  • Educated patients as needed on insurance deductibles and outpockets.
  • Focused on helping patients obtain financial assistance if they were qualified.
  • Ensure to build and develop relationships with pharmaceutical reps for new drugs that could be used for patient treatment.
  • Obtained insurance information, and demographics for patient verification during financial assessment for chemo treatments.
  • Demonstrated superb customer service to provide financial assistance programs.
  • Assisted with Explanation of Benefits to assist patients with an understanding of financial responsibilities.
  • Assisted with new patient scheduling and chemo-scheduling treatments.
  • Worked with insurance verification, insurance claims, and accounts receivable/payable to collect outstanding balances owed to Texas Oncology.
  • Review AR Reports from 30-day to 90-day collections for patient outstanding balances.
  • Built solid relationships with pharmaceutical drug reps to establish drug assistance for chemo treatments.
  • Focused on educating physicians about drug assistance programs and how drugs would benefit patients cost-effectively.
  • Attended all meetings regarding quarterly reviews for collection statuses and implemented strategic business solutions to benefit the patients financially along with Texas Oncology.
  • Communicated workflow status during quarterly meetings for process improvement as needed.
  • Worked with appropriate departments as needed to ensure Revenue Cycle goals were met per Texas Oncology guidelines.
  • Supported 20 providers throughout the cancer centers and audited clinical trials.
  • Streamlined bookkeeping procedures to increase efficiency and productivity.
  • Strengthened financial operations by conducting bank reconciliations and financial reporting.
  • Supported management by processing invoices and documents with consistent on-time delivery.
  • Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.
  • Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.

Education

B.A - General Studies

Lamar University
Beaumont, Texas
12.2018

Skills

  • KPI tracking
  • Workflow process improvement
  • Performance metrics
  • Project management
  • Team leadership
  • Employee training
  • Change management
  • Customer service
  • Relationship building
  • Data analysis
  • Operational efficiency
  • Agile methodologies
  • Staff hiring
  • Lean Six Sigma
  • Operations management
  • Budgeting and cost control
  • Employee motivation
  • Supervision and training
  • Strategic planning
  • Business forecasting
  • Budget management
  • Excellent communication
  • Financial oversight
  • Reporting skills
  • Decision-making
  • Competitive analysis
  • Program optimization
  • Performance improvements
  • Coaching and mentoring

Certification

  • Certified Business Consultant, Six Sigma Global Institute, 2024
  • Certified Revenue Cycle Management, Healthcare Financial Management Association (HFMA), 2022
  • Lean Six Sigma Master Blackbelt, Six Sigma Global Institute, 2022
  • Scrum Master Certification, Six Sigma Global Institute, 2022
  • Agile Leader Certification, Six Sigma Global Institute, 2022
  • Project Management Certification, Six Sigma Global Institute, 2021
  • Certified Billing and Coding Specialist, National Healthcare Association, 2020

Qualifications Summary

Dynamic and results-oriented operations leader with over 11 years of experience in the healthcare sector and a proven track record in project management, process improvement, and team leadership. Lead digital transformations to develop multiyear strategies, execution roadmap priorities and plan to deliver proactive support vision, deflection and scale productivity. Bilingual in English and Spanish, I excel in enhancing operational efficiencies and driving quality metrics in fast-paced environments. Adapt at leveraging Lean Six Sigma and Agile methodologies to streamline workflows, reduce costs, and improve patient satisfaction.

Languages

English
Professional
Spanish
Professional

Timeline

Contact Center Manager

Texas Oncology
06.2024 - Current

Contact Center Supervisor

Texas Oncology
01.2024 - 06.2024

Manager, Insurance Services

Acclara Solutions
09.2023 - 01.2024

Operational Performance Management

Ensemble Health Partners
05.2022 - 09.2023

Reimbursement Policy Manager

United Health Group
07.2021 - 05.2022

Patient Financial Adviser

UT Southwestern
05.2021 - 07.2021

Sr. Financial Analyst

Medical City Dallas
02.2021 - 04.2021

Billing Specialist

UT Southwestern
09.2019 - 01.2021

Marketing Representative and Contract Specialist

Microtex USA 2
02.2017 - 09.2019

Pre Services Coordinator

Texas Oncology
07.2016 - 02.2017

Patient Financial Adviser

Texas Oncology
05.2015 - 06.2016

B.A - General Studies

Lamar University

Similar Profiles

CREATE PROFILE