Jennifer Watkins
Weatherford,Texas
Summary
Accomplished manager with experience in the medical, pharmaceutical and telecommunication fields. Creative, confident manager who handles multiple tasks and adjusts quickly to change. Known for team building, staff efficiencies and relationship management.
Overview
18
18
years of professional experience
Work History
Operations Manager – Patient Support
CCS Medical
Carrollton, Texas
02.2020 - Current
- Leads, plans, coordinates, and implements all aspects of daily departmental operations while consistently achieving performance plans and revenue goals in a customer-focused manner
- Participates in identifying, developing and implementing new systems or processes to improve operational efficiencies
- Facilitates and supports new and improved programs for acquiring and retaining patients
- Ensures proper training, guidance, coaching, and development of team
- Communicates and implements company work rules, performance standards, and departmental operating policies and procedures
- Creates, implements, and measures the success of organizational business plans
- Always maintains a high degree of confidentiality due to access to sensitive information
- Monitors, analyzes, and reports on department performance, recommending action plans to impact ongoing improvement
- Assists in establishing, maintaining, and monitoring systems for measuring team performance
Supervisor – Patient Support
CCS Medical
Carrollton, Texas
- Supervise, train, coach and mentor thirty-one (31) Work from Home employees and provide them with day-to-day direction
- Manage and resolve escalated calls and issues from corporate escalations, patients, representatives, and team leads
- Provide leadership support by managing the Patient Support Leadership Escalation E-Mail Box
- Continuously creating and maintaining a connected team, while working remotely
- Ensure team and individual performance SLA’s (Service Level Agreement) meet or exceed departmental and company expectations
- Assisted with the build out of the Dallas Call Center
- Conducted weekly One-On-One’s with associates to build relationships and personal goals for representatives
- Supported Manger with implementing various validation processes and procedures for efficiency
Operations Manager - Field Services
Change Healthcare
Fort Worth, Texas
07.2019 - 01.2020
- Led a team of Healthcare Resolution Specialists responsible for providing high quality client focused services during the eligibility and enrollment of patients
- Hired, trained, coached, motivated, administered positive discipline, and terminated employees
- Managed all client communication and relationships
- Participated in client weekly Patient Length of Stay Meetings
- Monitor and track performance by managing team performance, establishing defined goals and expectations
- Daily partnership with Case Management and Social Workers to provide updates on patient status
- Manage and monitor high balance claims for accuracy and timely filing process with State and Federal agencies
- Generated $2.5M in new claims by implementing pilot program for Tarrant County Hospital’s homeless patients
- Monitored and fostered ongoing communications with government agencies regarding the status of claims
- Manage and resolve client escalations pertaining to patient status of Medicaid, CHIP-P, Social Security benefits and Medicare QNB’s
- Weekly meetings with Director of Revenue Cycle Management on outstanding claims and issues
- Constant communication by conducting daily huddles and weekly one-on-ones with staff
Supervisor – Clinician Support Services
Envision Physician Services
Dallas, Texas
09.2018 - 06.2019
- Provide leadership support throughout the new hire process for Providers, in Emergency Medicine, Hospital Medicine, Anesthesia, Radiology, and Surgical Services
- Participate in the development and delivery of standardized workflow policies and procedures throughout the Department
- Supervise, train, coach and mentor sixteen (16) Specialist employees and provide them with day-to-day direction
- Manage and resolve provider escalations pertaining to payroll, benefits, taxes and provider contracts
- Monitor and track performance
- Lead and participate in process improvement initiatives
- Handle administrative support functions in support of Providers and/or Clinical Operations
- Develop standardized reporting formats and presentations across specialties
- Provide tracking and trending of data within operations
- Lead and participate in process improvement initiatives
- Plan and conduct performance appraisals of assigned staff, administer disciplinary action, merit increase, bonuses and promotions
- Participate in the development and delivery of standardized workflow policies and procedures throughout the Department
Supervisor/Client Account Relationship Manager
AmerisourceBergen – Pharmacy Healthcare Solutions
Roanoke, Texas
04.2015 - 09.2018
- Responsible for the supervision of multiple Patient Assistance Representatives (PAR) at assigned hospitals and off-site locations.
- Accountable for assisting the RMO (Revenue Management Operations) in the financial and account development activities of assigned locations.
- Participates in the personnel management activities of assigned PAS locations, including recruiting, interviewing, hiring, training, supervision, promotions, counseling and terminations
- Interfaces appropriately with administrators of Patient Assistance Programs and Co-Pay Assistance Foundations
- Ensures that patient specific reimbursement information is on file for tracking of replacement products
- Monitors and trends reasons for denied claims and takes action to resolve issues that adversely affect product replacement
- Escalation point of contact with drug manufacturer’s including, Merck & Company, Genentech, Biogen and various other drug manufacturers
- Develops and maintains relationships with all key associates at assigned hospitals
- Coordinates distribution and implementation of new operational procedures to assigned PARs on a timely basis
- Assists the Implementation Team in the transition of accounts to the supervisor’s assigned location, coordinating the set-up of software, hardware and training, and for requesting and procuring reports as needed to support product recovery efforts
- Assists the RMO with the creation of Business Reviews for assigned accounts
- Works closely with the RMO to re-forecast and project recovery improvements and deficiencies for assigned facilities
Project Supervisor
Navigant Healthcare Cymetrix
Lewisville, Texas
03.2014 - 04.2015
- Overseeing the daily operations of multiple call center projects throughout the United States.
- In addition to the management of the project staff inclusive of onsite and off-site Team Members.
- Developing, implementing, managing and exceeding the Operational goals of clients and Company.
- Coordinate and conduct interviewing of potential new hires
- Payroll for 35 employees
- Ensure call center stats are attained, for after call work, call holding and abandoned rate
- Training of new Collectors and on-going training and mentoring of Team Members
- Achieved collections of 4.5 million or more per month
- Complete monthly account reviews for each patient account representative on the project
- Ensure all 35 Team Members and project is compliant with HIPAA standards
- Monitor and ensure all staff member’s compliance with Company/Client standards
- Monitor Team Member phone calls for adherence to client and Company/client expectations
- Conduct disciplinary counseling including performance improvement plans as required
- Complete annual evaluation of staff
- Meet or exceed revenue goal for project for 11 consecutive months
- Conduct weekly team meetings to ensure the on-going understanding of client and company expectations
- Monitor and ensure Team Members meet or exceed established productivity goals
- Reviews and approves monthly client invoices for accuracy
- Ensure aging of accounts falls within client and company guidelines
- Research and respond to all client and patient inquiries received by telephone and mail
Self-Pay Supervisor
Conifer Health Solutions
Frisco, Texas
01.2012 - 01.2014
- Demonstrate productive management techniques and consults with Operations Management to implement processes which enhance performance.
- Frequently interact with internal and external resources at multiple levels.
- Effectively manage 20 call center agents/collectors to attain desired collection results.
- Successfully achieved 22 consecutive months of collections in excess of 3.5 million per month.
- Motivate and encourage agents through positive communication and feedback
- Complete real-time monitoring of staff productivity utilizing telephony controls
- Managed staffing, survey results, turn over, quality calls and call scripting
- Monitor queue and track inbound calls, inform agents of inbound calls, calls waiting and abandonment rate
- Track and ensure employee files and attendance logs are accurate
- Payroll for entire staff through the Kronos system
- Develop contests, awards and themes that increase agent’s loyalty and focus
- Oversee, plan, organize and direct the daily activities of subordinates within the Self Pay department
- Hires, trains, and motivates collectors within their assigned area of responsibility
- Completes annual reviews for all subordinates
- Performs monthly quality assurance for subordinates’ performances and review with employees on a monthly basis
- Review, monitor and develop action plans utilizing various reports
- Hold weekly staff meetings to communicate to all subordinates
- Participate in management and senior management meetings
Patient Collections Manager / Self Pay Manager
MedSynergies
Irving, Texas
03.2007 - 09.2010
- Handled all client and executive escalations.
- Established and implemented SAS 70 requirements.
- Enforced credit/collection agency decisions within assigned authority.
- Managed a staff of two team leads, six support employees for 15 customer service representative and 26 different clients.
- Implemented operational policy and procedures to enhance accountability, efficiency and profitability.
- Increased staff efficiencies by 90% within a 90 day timeframe through automation and scheduled processes consisting of patient statements, collection letters and telephone contact.
- Maintained a positive partnership with Client Services and Patient Services.
- Developed and maintained relationships with all outside collection agencies.
- Decreased patient collection agency complaints by 50% over a 12 month span.
- Processed Boston Workstation scripts for doctors and hospital databases.
- Implemented online bill pay project for 99% of all clients.
Timeline
Operations Manager – Patient Support
CCS Medical
02.2020 - Current
Operations Manager - Field Services
Change Healthcare
07.2019 - 01.2020
Supervisor – Clinician Support Services
Envision Physician Services
09.2018 - 06.2019
Supervisor/Client Account Relationship Manager
AmerisourceBergen – Pharmacy Healthcare Solutions
04.2015 - 09.2018
Project Supervisor
Navigant Healthcare Cymetrix
03.2014 - 04.2015
Self-Pay Supervisor
Conifer Health Solutions
01.2012 - 01.2014
Patient Collections Manager / Self Pay Manager
MedSynergies
03.2007 - 09.2010
Supervisor – Patient Support
CCS Medical
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