Jagdish (Jackie) Lallian
El Dorado Hills,CA
Summary
Over 25+ years of Customer Service, Hospital & Professional billing, and Collections experience. Over 20+ years of leadership and revenue cycle experience ranging from Registration, Estimates, Referrals and Authorization, Financial Counseling, Commercial and Self-pay billing and follow-up Credit resolution and Bad Debt Collections. Results oriented, pro-active, resourceful team leader with broad experience in a healthcare setting. Well-disciplined with proven ability to manage multiple assignments efficiently, meeting deadlines and departmental objectives.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Billing & Collections Supervisor II
University of California, Davis Health System
11.1999 - Current
- Provide direct supervision to SBO Clerical and Collections Staff.
- Set priorities and analyze workflow.
- Distribute assignments, interpret, and administer policies.
- Effectively address and troubleshoot problems, identify, and implement effective solutions, demonstrating solid subject matter knowledge.
- Established performance metrics to evaluate team success and identify areas for improvement. Ensure sufficient staffing levels to provide excellence in customer service. Conduct formal and informal, ongoing training and education to staff based on performance analysis.
- Function as advisor to unit and administration.
- Streamlined department operations by optimizing workflows, policies, and procedures.
- Collaborate with subject matter experts for implementation of workflow enhancements, testing with responsibility of meeting project goals, objectives, and timelines. Ensure staff is fully informed of all relevant changes and updates in workflow procedures and Industry regulations.
- Analyze departmental reports, EPIC dashboards and Workques, identify trends and problem areas. Focus on areas that require immediate attention and ensure weekly, monthly goals are met for Self-pay and bad debt collections.
- Convey information clearly and concisely to all levels of staff and leadership.
- Provide support to multiple UCD vendors, function as subject matter expert. Enhanced collections efficiency by implementing and monitoring strategic collections plans.
- Conduct monthly operational meetings to review performance, discuss problems or issues.
- Maintained high level of customer satisfaction through professional communication and dispute resolution tactics.
Patient Biller IV, Supervisor
University of California, Davis Health System
11.2004 - 12.2007
- Oversee call center staff
- Respond to high volume of patient calls regarding billing issues for UCDHS, Professional Billing and CPG.
Collections Representative
University of California, Davis Health System
02.2002 - 11.2004
- Responsible for securing payment or funding on high dollar self-pay accounts.
Patient Biller III
University of California, Davis Health System
11.1999 - 02.2002
- Respond to high volume of patient calls regarding billing issues for UCDHS, Professional Billing and CPG.
Business Office Manager
Sacramento Plastic and Reconstructive Surgery Center
09.1996 - 10.1998
Operations Officer
Sacramento Savings Bank
05.1987 - 06.1996
Skills
- Call center/ Customer Service Management
- Collection practices
- Process and Performance Improvements
- Excellent analytical, critical-thinking organizational, and business process optimization skills
- Problem solver and decision maker with excellent experience within the working environment
- Analytical Thinking
- Staff Development and Training
- Detail oriented and a collaborator
- Exceptional time management and multi-tasking ability
- Proficiency in MS Tools
- Knowledge of hospital billing and reimbursement
Certification
- Certified Revenue Cycle Representative (CRCR) – Healthcare Financial management Association (HFMA)
- EPIC Single billing office (SBO) certified.
- UCDHS Supervisory academy certified
Timeline
Patient Biller IV, Supervisor
University of California, Davis Health System
11.2004 - 12.2007
Collections Representative
University of California, Davis Health System
02.2002 - 11.2004
Patient Biller III
University of California, Davis Health System
11.1999 - 02.2002
Billing & Collections Supervisor II
University of California, Davis Health System
11.1999 - Current
Business Office Manager
Sacramento Plastic and Reconstructive Surgery Center
09.1996 - 10.1998
Operations Officer
Sacramento Savings Bank
05.1987 - 06.1996
- Certified Revenue Cycle Representative (CRCR) – Healthcare Financial management Association (HFMA)
- EPIC Single billing office (SBO) certified.
- UCDHS Supervisory academy certified
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