Jessica Torrez

• Supporting Hospice & Palliative Care Through Thoughtful Technology | Driving Revenue Cycle Success & Scalable Client Solutions
• Stood up an end‑to‑end Revenue Cycle Management (RCM) service line from the ground up, leading strategic planning, workflow design, technology implementation, staffing, and cross‑functional coordination; built and operationalized core functions including intake, coding, billing, AR follow‑up, denials management, and reporting; established scalable processes, KPIs, and SOPs that improved revenue integrity, operational efficiency, and organizational performance.
• Streamlined revenue cycle processes to enhance operational efficiency and reduce billing discrepancies.
• Led cross-functional teams to implement strategic initiatives, improving claim processing times by adopting best practices.
• Mentored and trained staff on compliance regulations and revenue cycle management tools for optimal performance.
• Developed forecasting models to predict revenue trends, enabling proactive decision-making for organizational growth.
• Collaborated with clinical departments to ensure accurate coding and documentation, minimizing denials and enhancing service delivery.
• Spearheaded technology upgrades within the revenue cycle system, resulting in improved user experience and increased productivity.
• Provided staff training on revenue cycle management best practices, increasing productivity across the department.
• Maintained a thorough understanding of regulatory requirements, ensuring compliance throughout all aspects of the revenue cycle.
• Orchestrated change management strategies, facilitating smooth transitions for clients adopting new systems.
• Developed comprehensive implementation plans for complex projects, ensuring all stakeholders were engaged and informed throughout the process.
• Supported successful system integrations by working closely with technical teams to troubleshoot issues and address client concerns promptly.
• Coordinated with sales teams to identify potential upselling opportunities during the implementation process, increasing overall revenue.
• Managed the execution of multiple simultaneous implementations, ensuring all projects were delivered on time and within budget.
• Spearheaded internal process improvements that led to reduced turnaround times for deliverables without sacrificing quality or customer satisfaction levels.
• Created customized onboarding materials tailored to each client''s unique needs, facilitating smoother transitions to new systems or processes.
• Collaborated with interdisciplinary teams to ensure seamless coordination of hospice services.
• Maintained compliance with all regulatory guidelines through meticulous documentation practices.

Client Implementation Coordinator → Implementation Manager

• Invited guest speaker at multiple healthcare technology conferences, presenting on GoRev best practices, new features, and reporting strategies for all facility types.
• Conference Speaker and Attendee for Implementation workflow, compliance and RCM services
• Lead end-to-end software implementations for hospitals, urgent care centers, and specialty clinics, including RCM only clients, ensuring smooth adoption of GoRev across Registration, clinical and billing workflows.
• Conduct onsite client trainings and department-level workshops to drive adoption, streamline workflows, and improve efficiency across clinical and billing teams.
• Manage projects from discovery through go-live, coordinating cross-functional teams (IT, product, support, revenue cycle) and aligning deliverables to client goals.
• Deliver tailored onboarding resources and process documentation that improved client adoption rates and reduced go-live issues.
• Serve as primary liaison and escalation point for executive stakeholders and department leads, ensuring transparent communication and expectation management.
• Track and analyze key performance metrics (coding lag, billing efficiency, patient registration accuracy), leading to measurable improvements in revenue cycle performance.
• Partner with internal teams to refine workflows and influence product enhancements based on client feedback and operational insights.
• Demonstrated leadership skills in managing projects from concept to completion.
• Liaised with other departments to minimize network interruptions and possible downtimes.
• Researched and resolved barriers to successful system functionality, improving support, and issue resolution.
• Proven ability to develop and implement creative solutions to complex problems.
• Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements, and customer demand.
• Led technology roadmapping, conducting research, development, and installation according to deployment specifications.
• Selected correct products based on customer needs, product specifications and applicable regulations.
• Built relationships with customers and community to promote long term business growth.
• Contributed to event marketing, sales and brand promotion.
• Supported clinical team members with revenue cycle procedures and addressed issues.
• Assessed current revenue cycle procedures and implemented improvements to foster efficiency.

• Assisted account executives with strengthening client relationships through targeted solutions.
• Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
• Explained complex, technology-related issues in basic, understandable terms to clients.
• Suggested solutions to developing problems during project so that correct modifications could be made.
• Implemented training initiatives by incorporating industry trends and collaborating with senior leaders.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
• Delivered engaging and polished presentations to build connections with potential customers and distinguish business from competitors.
• Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue during implementation for immediate growth.
• Moved seamlessly from strategic, innovative and big picture perspective to finest details and delivered operational success.
• Managed relationships with executive sponsors and key client team members at required levels in organization.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

• Expert-level knowledge of healthcare technology software and a strong teaching approach for students at all levels.
• Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders.
• Created implementation methodologies to control project costs and meet deadlines.
• Led and managed 12-30 accounts. Buildouts and partner trainings on software integrations.
• Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
• Supervised staff of collectors, monitoring phone calls and letters.
• Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Developed and implemented retention strategies to enhance customer loyalty and satisfaction.
• Analyzed customer feedback and engagement metrics to identify improvement areas.
• Collaborated with cross-functional teams to create targeted marketing campaigns for at-risk customers.

• A women’s group dedicated to leadership and professional development
• Teaching women to interview, public speaking, and network to grow in the workplace
• Prepared, coordinated and distributed information about yearly schedule of activities and classes.
• Identified and recruited potential volunteer workers.
• Used Microsoft Word and other software tools to create documents and other communications.

• RCM - Medical billing and coding and software utilization by, (bid on healthcare contracts for urgent care and private practices) Provide EHR/PM software training
• Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
• Collaborated closely with clients to better understand entire project scope. Created Statements of work, project plans and assisted with onboarding of staff and training.
• Educated staff on organizational mission and goals to help employees achieve success.
• Bid on healthcare contracts for urgent care and private practices-Provide EHR/PM software training, created new patient paperwork and implemented procedures and policies for new established practices.

• TGI Friday’s –Server, Restaurant Accounting, Dallas/Ft.Worth International Airport
• Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
• Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory.
• Adhered to state laws regarding alcoholic beverage services and customer regulations.
• Conducted regular inventory count to keep bar and drink supplies stocked, avoiding expensive rush orders.
• Built relationships with vendors to manage orders and negotiate costs.

• Billing /receivables, project management, Clinical hours for Degree program/ PRN) Travel auditor
• Extended continued patient care and periodic evaluations to maintain and document optimal fit and function.
• Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
• Supported office staff and operational requirements with administrative tasks.
• Offered compassionate and attentive guidance to patients during moments of crisis and trauma.

• Point of Contact for facilities and the Joint Commission
• Worked closely with practitioners to help each obtain privileges at assigned healthcare facilities
• Assisted with managed care auditing processes and performed internal file audits.
• Obtained NPI numbers for providers and facilities and updated existing profiles.
• Prepared records for site visits and file audits.
• Tracked expiration dates on documents and communicated with appropriate staff to avoid late filing.

Magna Cum Laude, GPA: 3.8

Expertise in assigning accurate medical codes for diagnoses, procedures, and services performed by physicians and other qualified healthcare providers in the office, as well as professional-fee coding as it pertains to facility settings (e.g., inpatient hospital)CMBC-NHA's certified billing and coding specialist converting a doctor's handwritten notes into computerized codes, billers and coders ensure accurate, comprehensible medical records and timely, accurate billing for all services performed MBCC Specialist- Medical Terminology, Anatomy and Physiology, Information Technology, Web and Information Technology, ICD-9-CM Coding, CPT-4 Coding,ICD-10 Coding, Clearinghouses, CMS1500 Insurance, Insurance Carriers, Acronyms, Compliance Fraud and Abuse, Managed Care, General Case Studies

Bachelor of Science in Health Information Management focused on healthcare systems, medical coding, compliance, revenue cycle management, health data analytics, and healthcare operations through a CAHIIM-accredited program.