Gina Henderson
McGregor,MN
Summary
Detailed Process Manager with over 17 years of experience in change management, process improvement and efficiency within hospital and physician revenue cycle. Consistently improves processes and manages change among stakeholders using positive approaches. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems, and deliver innovative improvement strategies. Established experience in operational and technology transformation to increase net revenue yields, reduce costs, and implement sustainable solutions that deliver results.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Business Process Optimization Manager
Optum
09.2021 - Current
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Evaluated corporate business processes to align outcomes with strategic goals and corporate vision.
- Promoted change through positive promotion, benefits demonstration and interactive approach.
- Managed change among staff to achieve buy-in and cooperation and overcome resistance.
- Achieved cultural shifts and process change through tenacious determination and interpersonal skills.
- Conducted regular reviews of operations and technology and identified areas for improvement.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Created and managed project plans and timelines
- Devised and implemented processes and procedures to streamline operations.
- Analyzed steps of activities to discern existence of business processes for formalization.
- Responded rapidly to market shifts to make changes to corporate processes.
Health Information Manager
Riverwood Healthcare Center
01.2011 - 08.2021
- Oversaw 15 FTE's in Health Information and Coding Departments for hospital and physician revenue cycle.
- Successfully planned and implemented Epic conversion for Health Information and Coding Team including: Charge Capture, Revenue Integrity, and Denial Management
- Participated in committees to discuss electronic health records and methods to improve overall workflows.
- Implemented new coding and billing procedures that helped alleviate number of denied claims from insurance carriers. Reduced denied claims by 10%
- Maintained relationships with medical providers, suppliers and reporters.
- Collaborated closely with physicians and nursing staff to improve quality of patient records documentation.
- Successfully negotiated client contract renewals to create increased revenue.
- Spearheaded and implemented new projects to maximize operational and technical efficiencies.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Collaborated to design and implement The Joint Commission and Commission on Cancer programs through sustainable solutions that delivered results
Patient Access Coordinator
Riverwood Healthcare Center
01.2009 - 01.2011
- Oversaw 27 FTE's in scheduling, registration, call center, and referrals department for hospital and physician facilities.
- Improved patient and employee experience through implementation of call center model to maximize operational efficiencies. Reduced hold times by 45 seconds.
- Successfully planned and implemented electronic medical record conversion for patient access team.
- Trained new staff on data entry tasks, phone etiquette and other office duties.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Organized patient records and database to facilitate information storage and retrieval.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Followed document protocols to safeguard confidentiality of patient records.
Patient Access
Riverwood Healthcare Center
01.2006 - 01.2009
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Providing excellent customer service by promptly answering patient inquiries.
- Trained new staff on hospital processes and procedures.
Education
Master of Science - Health Administration
Capella University
Minneapolis, MN01.2015
Certification - Black Belt Lean Six Sigma
Aveta Business Institute
Cranberry Township, PA01.2014
Bachelor of Science - Health Information Administration
The College of St. Scholastica
Duluth, MN01.2011
Skills
- Process Improvement Expertise
- Resource Allocation
- Lean Six Sigma
- Analytical and Critical Thinking
- Project Management
- Cross-functional Collaboration
- System Configuration
- Change Management
- Strategic Planning
- Stakeholder Engagement
- Vendor Management
- Operational Excellence
Certification
- RHIA Registered Health Information Administrator
- Black Belt Six Sigma
References
References Available Upon Request
Timeline
Business Process Optimization Manager
Optum
09.2021 - Current
Health Information Manager
Riverwood Healthcare Center
01.2011 - 08.2021
Patient Access Coordinator
Riverwood Healthcare Center
01.2009 - 01.2011
Patient Access
Riverwood Healthcare Center
01.2006 - 01.2009
Master of Science - Health Administration
Capella University
Certification - Black Belt Lean Six Sigma
Aveta Business Institute
Bachelor of Science - Health Information Administration
The College of St. Scholastica
Similar Profiles
Kaitlynn GalloKaitlynn Gallo
Medical Assistant at OptumMedical Assistant at Optum
Samantha RunnerSamantha Runner
Network Program Consultant at OptumNetwork Program Consultant at Optum
Alexandra MillerAlexandra Miller
Health Data Analytics Consultant at OptumHealth Data Analytics Consultant at Optum
Tracey McAllisterTracey McAllister
Sr UX UI Engineer - Product Manager at OptumSr UX UI Engineer - Product Manager at Optum
Holly AldrichHolly Aldrich
Real Estate Agent at Century 21 Twin Lakes RealtyReal Estate Agent at Century 21 Twin Lakes Realty