Jessica Haeg

Operational Experience

• Managed day-to-day client relationships including executive management
• Provided revenue cycle management services to client/partners in all areas of the healthcare revenue cycle which includes: (1) Patient access (scheduling, preregistration, insurance verification/financial counseling); (2) Registration/Admission (ED, inpatient, outpatient, ambulatory); (3) Health Information Management (transcription, coding, clinical documentation improvement); (4) Patient financial services (charge capture, pre-billing, billing, follow-up, cash posting, account resolution); (5) Decision support and analytics; (6) Productivity and quality management
• Conducted/attended regular meetings with team members to review progress on goals and objectives.
• Conducted meetings to lead discussions as subject matter expert on assigned projects.
• Facilitated brainstorming sessions with cross-functional teams for problem solving activities
• Maintained positive relationships with stakeholders by responding promptly to inquiries, requests and complaints.
• Ensured compliance with all applicable laws, regulations and policies related to the organization's operations.
• Recommended improvements to existing or proposed systems to enhance project management functionality.
• Redesigned processes to maximize benefits and quantifiable improvement in delivery of client services.
• Developed training materials for immediate team members and collaborating teams to increase project management efficiency.
• Developed and implemented strategies to increase organizational effectiveness and efficiency.
• Presented complex technical concepts in a clear manner suitable for non-technical audiences.
• Participated actively in decision making processes at a high level within the organization.
• Created effective communication channels between different departments to facilitate collaboration.
• Coordinated with other departments to ensure successful completion of projects within established timelines and budgets.
• Provided informed feedback to Optum360 and client/partner executives including assessments or processes, standards, suggestions and improvements. Included feedback on SLA measurement improvements and calculations.
• Successfully implemented process improvements that allowed client/partner to meet or exceed SLA requirements.
• Worked closely with the BIA team to create and utilize reports, dashboards, and SLA measurements/trending data.

Operational Experience - Client Interaction/Performance

• Evaluated business processes for improvement opportunities through automation or streamlining.
• Provided guidance and support to facility staff to maximize their performance.
• Led and drove collaboration with internal teams and partners to meet expected timelines, budget and quality standards. Participated in staff meetings, working groups or task forces to implement strategic initiatives.
• Conducted meetings to lead discussions as subject matter expert on assigned projects.
• Conducted regular meetings with staff members to review progress on goals and objectives.
• Facilitated brainstorming sessions with cross-functional teams for problem solving activities.
• Maintained positive relationships with stakeholders by responding promptly to inquiries, requests and complaints.
• Ensured compliance with all applicable laws, regulations and policies related to the organization's operations.
• Identified opportunities for improvement in processes, procedures, systems and services.
• Recommended improvements to existing or proposed systems to enhance solution functionality.
• Redesigned processes to maximize benefits and quantifiable improvement in business metrics and illustrate roadmaps to future projects.
• Developed training materials for internal staff on new products or services.
• Assisted in developing training programs for existing staff members as well as new hires.
• Developed and implemented strategies to increase organizational effectiveness and efficiency.
• Served as a catalyst for change by driving continuous improvement to increase effectiveness, consistent client satisfaction and improved operating efficiency.
• Improved processes and procedures to achieve key performance metrics.
• Utilized reporting and visualization tools to support governance and team reporting needs.
• Met with stakeholders to address issues and implement solutions.
• Evaluated key business metrics and recommended adjustments to policies and procedures.
• Analyzed data collected from various sources to accurately identify trends or areas requiring further investigation or action.
• Synthesized current business intelligence and/or trend data to support recommendations for action.
• Defined key data points and data sources to track against measurable performance indicators and produce useful reports.
• Established key performance indicators which were tracked regularly against set targets.
• Developed reports using SQL queries to track progress against key performance indicators.
• Created and maintained or updated business intelligence tools, databases, dashboards, spreadsheets and outputs on a daily and/or weekly basis.
• Developed financial models, forecasts, and reports providing financial-related information to support and make informed business decisions.
• Developed strategies to align program or project scope with objectives.
• Performed cost-benefit analysis of proposed changes to business processes.
• Collaborated with stakeholders across departments to define requirements for new projects.
• Assisted senior leadership team in developing long-term strategic plans for the organization.
• Assisted senior leadership in making critical business decisions; utilizing available information while understanding information could be incomplete or imperfect.
• Coordinated with other departments to ensure successful completion of projects within established timelines and budgets.
• Generated various financial reports to meet strict deadlines and provide analytical data outputs.
• Analyzed reports, operational data, surfacing insights and findings to support business and technical decisions.
• Presented complex technical concepts in a clear manner suitable for non-technical audiences.
• Participated actively in decision making processes at a high level within the organization.
• Created effective communication channels between different departments to facilitate collaboration.
• Implemented innovative solutions for difficult problems encountered by the facility.

Oversee Revenue Cycle Operations and Revenue Activities, which included:.

• Evaluate revenue cycle processes and established actionable methods to increase productivity and efficiency.
• Oversaw complete lifecycle of revenue operations.
• Claim Submission, Coding, Auditing, etc.
• Patient Collections.
• Revenue Posting.
• Accounts Receivable, and cash posting.
• Daily, weekly and monthly deposit management.
• Conducted chart audits for quality control purposes; documentation accuracy, demographics accuracy, coding accuracy, collection efforts, discounts, etc.
• Ensured claims, denials, and appeals are processed efficiently.
• Review reimbursement received for accuracy against contractual allowances and agreements with all payers.
• Revenue Cycle Platform(s) configurations; within all systems for all specialties.
• Third-Party Collection and Follow-up.
• Create and optimize an in-depth knowledge of revenue cycle principles, practices, procedures, contractual compliance, and internal controls

Additional Duties:

• Responsible for the supervision, performance management, education, training and evaluation of the Business Office. Business Office includes the Front Desk, Check Out, and Billing Departments. Enrollment Department added 8/2021.
• Monitor revenue and compared to targets to address variances and resolved actual-to-budget variances.
• Assist in education and training of staff at remote locations as needed and requested.
• Handle complex patient complaints and issues by explaining company policies and guidelines as well as those involving compliance issues with state and federal regulations.
• Monitor timeliness and effectiveness of department activities, ensuring that outstanding patient account and accounts receivable is not more than the an acceptable limit.
• Review account for doubtful accounts reports to ensure the bad debt amounts were within a budgeted target range.
• Provide projections and reports as required, for development and management of budgets.
• Record and track KPI measures to ensure correct billing practices, timely billing, proper reimbursement amounts, and ensure workflows were properly put in place.
• Analyze reimbursement data for projections and current revenue ratios.
• Evaluate, identify and utilize appropriate and key partnerships such as outsourcing, collections, underpayment, vendors, eligibility, etc.
• Update/keep up to date current CPT, ICD-10, and HCPCS guidelines.
• Work collaboratively with other department managers and ELT to maintain patient centered care while keeping the financial policies and billing standards in practice.
• Assist the CFO is writing and reviewing Financial Policies and Procedures including but not limited to; cash handling processes, refunds and transactions, credit company negotiations, billing practices, etc.
• Assist HR with Credentialing of Medical, Dental, and Behavioral Health.
• Maintain professional and technical knowledge by attending educational workshops: Billing Webinars, community groups, DHS bi-monthly round table calls, updates to policies and procedures, etc.
• Know, understand, and ensure adherence to the organizations policy related to the patients’ right for confidential care and HIPAA.

• Managed all staff members, maintain time lines, create policies and procedures. Managed up to 9 staff members at a time.
• Handled high levels of stress, handled a higher work load, and multitasking.
• Lead negotiations with insurance companies to get best contract rates.
• Implemented an advanced Electronic Medical Records and integrated Health Information Exchange, Health Level 7, patient portal and advanced E-scribing capabilities to streamline process and improve efficiency.
• Built the HR dept., Billing Dept., and managed all departments and staff.
• Maintained all compliance measures for the clinic; including HIPAA security/training/certifications, OSHA requirements/training, and BBP regulations/training.
• Managed finances, taxes, payroll, ICD10 implementation, EMR, Meaningful Use attestation.
• Helped the business finances reach sustainable amounts within the first year of business.
• Helped generate $1.8 million gross revenues in 2015, with 2016 projections at $3 million.

• Manage all staff members, maintain time lines, create policies and procedures.
• Built the HR dept., Billing Dept., and helped managed all departments and staff.
• Worked with owner to create marketing strategies, staff policies, and maintain work load for all clients.

• Manage all staff members, maintain time lines, create policies and procedures.
• Worked 50 clients, insurance verification, A/R Collections, Patient statements, etc.
• Worked with owner to create marketing strategies, staff policies, and maintain work load for all clients.

• Billing/Aging/Appeals.
• Worked on 15+ clients.
• Maintained high accuracy, and met tight time constraints.