Holly Franks
Hernando,MS
Summary
Experienced inside sales leader with a proven track record in medical device sales and insurance knowledge. Expertise in driving business growth and cultivating strong partnerships with external vendors, manufacturers, and physician offices. Consistently surpasses monthly sales goals by leading high-performing teams.
Overview
22
22
years of professional experience
Work History
Senior Manager - Intake
AdaptHealth
10.2022 - 09.2024
- Led intake management functions within a multi-service line region, ensuring adherence to standardized referral processes
- Acted as liaison between departments to enhance operational efficiency and increase referral source satisfaction and loyalty
- Managed intake processes including referral handling, obtaining medical documentation, and patient financial responsibility collection
- Ensured the intake team achieved performance standards related to referral timeliness and accuracy
- Developed and maintained Standard Operating Procedures (SOPs) that aligned with compliance standards and organizational goals
- Regularly identified and addressed root cause issues, driving process improvement initiatives across the intake function
- Provided coaching, mentoring, and performance evaluations to intake staff, resulting in improved performance and morale
- Ensured prompt responses to phone calls and emails, supporting high patient experience scores
- Assumed on-call responsibilities to handle after-hours intake needs and resolved customer complaints effectively
- Monitored compliance with HIPAA regulations and internal compliance programs
- Supported cross-departmental collaboration to meet company-wide goals and initiatives.
Inside Sales Manager
Pinnacle Medical Solutions
01.2010 - 10.2022
- Directed inside sales operations, focusing on the intake of patient referrals across service lines.
- Worked closely with referral sources to understand and address their needs, strengthening relationships and driving retention.
- Oversaw team responsible for accurate referral entry, financial responsibility collection, and compliance with service standards.
- Managed staff performance through effective hiring, training, coaching, and performance evaluations, resulting in consistent goal achievement.
- Fostered a collaborative work environment by assisting reps during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
- Led process improvement efforts, resolving root cause issues in referral and intake processes, and developed systems to improve efficiency.
- Implemented changes to organizational structure to maximize efficiency.
Inside Sales Representative
Pinnacle Medical Solutions
03.2007 - 04.2009
- Managed patient referrals, insurance verification, and customer service within the inside sales function
- Developed strong relationships with referral sources to ensure smooth referral processing and patient satisfaction.
- Worked closely with field reps to collect necessary documents needed to meet medical criteria and insurance needs.
- Communicated with patients to understand their needs, answer any questions, and resolve any concerns pertaining to product therapy and continuous services.
Lead Reimbursement Specialist
Nova Factor, Inc.
10.2004 - 03.2007
- Managed reimbursement processes, insurance verification, and employee training in billing and collection procedures
- Analyzed and resolved payor issues, driving improvements in revenue collection
- Audited team performance and developed corrective actions to optimize productivity and compliance.
Patient Account Representative
Nova Factor, Inc.
09.2002 - 10.2004
- Provided customer service related to patient accounts, managed billing issues, and trained new team members on reimbursement policies.
- Keyed and monitored returned goods to inform reps to initiate refund/recoupment process.
- Submitted authorizations to insurance companies and verified file met medical criteria to minimize claim denials and delays in payment.
Education
Bachelor of Business Administration -
The University of Mississippi
Oxford, MS05.2002
Skills
- Microsoft Word
- Excel
- PowerPoint
- One Note
Awards
Mississippi Business Journal Health Care Hero 2017
Timeline
Senior Manager - Intake
AdaptHealth
10.2022 - 09.2024
Inside Sales Manager
Pinnacle Medical Solutions
01.2010 - 10.2022
Inside Sales Representative
Pinnacle Medical Solutions
03.2007 - 04.2009
Lead Reimbursement Specialist
Nova Factor, Inc.
10.2004 - 03.2007
Patient Account Representative
Nova Factor, Inc.
09.2002 - 10.2004
Bachelor of Business Administration -
The University of Mississippi
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