JOLIE HANDEL
Elgin,Il
Summary
Senior healthcare and client executive with private equity backed and publicly traded multi-site hospitals. Formulates and implements strategic growth strategies that consistently exceed goals by strengthening client relationships, balancing strategic decisions with financial discipline. Turns around businesses by improving client experiences, employee engagement, physician satisfaction and profitability by taking a transparent approach to leadership, a fact-based approach to problem solving and a partnership approach to affected stakeholders. Skilled Executive with 25 years of business development and strategic planning expertise. Adept at implementing improvements to optimize efficiency in business operations. Highly skilled in process optimization Revenue consulting and Client Delivery.
Overview
10
10
years of professional experience
Work History
VP, Client Services
Medlytix
06.2023 - 08.2023
- Upselling when appropriate
- Controlled research and analysis of client’s requests.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Developed effective business strategies to capitalize on emerging market trends.
- Cultivated company-wide culture of innovation and collaboration.
- Collaborated with senior management to develop strategic initiatives and long term goals.
Director, RCM (Dental)
Spark Dental
11.2022 - 06.2023
- Supported billing, credentialing, new integrations, and offshore team
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Secured key partnerships that contributed to company's overall growth strategy and market re
- Championed corporate social responsibility initiatives that enhanced company's reputation in community and industry at large.
- Handled problematic customers and clients to assist lower-level employees.
- Maintain excellent customer service.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Evaluated scripts to identify creative strategies and resource needs.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Allocated resources to balance and effectively manage workflows
- Direct reports were billing, credentialing, new integrations and offshore
- Established departmental controls and ensured that deadlines were met
- Reviewed, designed, and implemented processes surrounding patient and insurance billing
- Prepared reports and analysis to monitor trends
- Lead meetings related to AR review, as well as meetings with payers and their leaders-found issues to be in credentialing – implemented new policy
- Monitored and prepared aging reports weekly for board meeting
- Lead integration of operations with new acquisitions.
Director, Integration Operations
Axia Women’s Health
10.2021 - 07.2022
- Aligned conflicted stakeholders to build consensus on programs and processes to streamline operation
- Direct responsibility for multiple aspects of the account relationship of physicians within a designated portfolio
- Presented strategies to department heads and team effectively as the subject matter expert while keeping them motivated to meet goals on time
- Operated 14 Women’s Health OB/GYN offices, Urogynecology, and expanded care services for Indiana, Ohio, and Kentucky
- Provided support services for 300+ providers and over 200+ front line team members
- Created analytical dashboards for metric visibility and discussion with leadership and physicians
- Direct reports were Care Center Liaison, Call Center, Credentialing Billing, New and past integrations
- Collaborated with our offshore team weekly to review workflow and strategies
- Worked in partnership with office managers and staff to identify efficiency improvements and implement necessary changes (denials, processes, etc.)
- Reviewed challenges and opportunities that affect revenue-growth; reviewed these items with physicians and teams setting goals and priorities
- Collaborated with payer strategies on negotiating contracts.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Assisted in recruiting, hiring and training of team members.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established departmental performance goals and provided feedback for underperforming areas.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Championed corporate social responsibility initiatives that enhanced the company''s reputation in the community and industry at large.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Evaluated scripts to identify creative strategies and resource needs.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced operational risks while organizing data to forecast performance trends.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
Senior Consultant
Texican Inc.
02.2021 - 10.2021
- Influenced internal stakeholders and managed customer service initiatives.
- Managed a team of 200+ onsite (alternating hybrid)
- Created analytical dashboards for metric visibility.
- Automated OP authorization process decreasing wait times from 30 min to 5
- Managed P&L
- Patient satisfaction increased 86%
- Developed and monitored financial budgets, productivity standards and other K.P.I.s
- Standardized charge capture, coding & billing processes to facilitate accurate reimbursement (increase of 42M between both facilities)
- Enhanced patient portal to allow patients to pay online
- Automated OP authorizations (Experian)
- Created Patient Financial Policy.
- Streamlined project management processes, improving efficiency and reducing overall costs.
- Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.
- Enhanced team performance by implementing training programs and fostering a collaborative work environment.
- Supported clients with business analysis, documentation, and data modeling.
- Presented findings and recommendations to executive-level stakeholders, effectively communicating key insights and action plans.
- Exceeded customer requirements with accurate and deliverable solutions.
- Managed monetary transactions with perfect accuracy, which elevated customer satisfaction ratings.
Director, Integration Product Management
Ensemble Health Partners
05.2019 - 02.2021
- Worked Acute, physician, and multi-specialty clients
- Lead client RCM operational assessments focusing on areas of SaaS solutions
- Meeting with teams weekly in order to make sure team’s targets were achieved
- Worked with cross-functional teams to develop strategies and set priorities
- Managed up to four client organizations with net revenue up to $3.5B
- Established well-defined working relationships with clients including developing, implementing, and recommending processes.
- Established controls and met key performance metrics.
- Hosted routine calls with facility and revenue cycle leadership and ensured open communication to discuss KPIs, denial trending, front end issues, missing documentation issues.
- Performed root cause analysis on large datasets and created detailed reports for strategic business issues and opportunities.
- These reports were shared with CFP in KPI packet monthly for review I performed.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Secured key partnerships that contributed to company's overall growth strategy and market reach.
- Established departmental performance goals and provided feedback for underperforming areas.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Facilitated cross-functional collaboration for improved decision-making processes within organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Formed strategic partnerships and connected with potential clients to drive business development.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
Implementation Director | Client Advisor
HFMA
08.2015 - 05.2019
- Collaborated with CFO’s nationally in selection of RCM KPI’s to increase RCM efficiently and optimization of revenue across 5 service lines: Patient Access, Pre-Billing, Claims, Account Resolution, Financial Management
- Managed up to seven client organizations with net revenue up to $900M per client.
- Worked with Acute and Physician clients on installation of SaaS products.
- Upselling product solutions and account management
- Streamlined implementation process, 6-8-month process to 6-12-week process.
- Increased client satisfaction by 43%
- Public speaker at 2 HFMA conference and moderated panel with CFO’s yearly.
Consultant
HFMA
03.2014 - 08.2015
- Directed development and improvement to processes focused on MAP App client implementation
- Automated claim database resulting in 83% efficiency and increase in $10M revenue during that year
- Created SOP’s for HFMA opportunities.
- Conducted regular reviews of operations and identified areas for improvement.
- Developed effective improvement plans in alignment with goals and specifications.
- Facilitated workshops with stakeholder groups to gain consensus on priorities and approaches for tackling identified issues or opportunities.
- Advised clients on change management strategies to ensure smooth transitions during periods of organizational transformation.
- Negotiated contracts on behalf of clients, securing favorable terms that contributed to their overall success.
- Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs.
- Organized and analyzed primary and secondary research to understand industry, market and company trends.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
Director | PFS Operations & Improvements
Accretive Health (R1)
04.2013 - 01.2014
- Interfaced with client executives and key client contact points to report on performance while addressing concerns on a regular basis
- Translated my industry ability into strategic visions and generated client buy-in while driving my team to perform at an elevated level with superior outcomes
- Supervised six shared service Medicare teams totaling 85 FTE’s
- Expedited clean claims to payer by two days
- Audited system claims edits and increased percentage of claims by two days
- Created call center scripting which led to an improved client satisfaction score by 23%
- Developed operational and productivity targets, creating various Standard Operational Processes
- Ensured standard units of operations followed state and federal healthcare regulatory agencies
- Coordinated a cost-conscious, effective budget.
Education
Associate of Applied Science - Foundations of Business
University of Phoenix
Bachelor of Science - Business Administration
Purdue University
West Lafayette12.2024
Skills
- Change Management
- Contract Negotiations
- Employee Engagement
- Operational Solutions
- LEAN Methodology
- Healthcare Operations
- Client Experience
- Growth Strategy
- Program Development
- Vendor Partnerships
- Denial Management Communications
- Account Management
- Cultural Transformation
- Client Satisfaction
- Technology Integration
- RCM Assessments
- Financial Performance
- Risk Management
- OKRs and KPIs
- Data Analysis
- Articulate Communication
- Financial Leadership
- Relationship and Team Building
- Consulting
Accomplishments
- Decreased denial rate by 35% in first quarter. Created a task force to identify problems. Supplied education to staff on coding, billing documentation, and payer requirements.
- Increased patient satisfaction scores from 9%-96% over the first quarter. Reviewed client’s current workflow process. Collaborated with cross functional teams to streamline registration process.
- Increased client satisfaction by 43% in the first quarter. Streamlined the implementation process, allowing availability, training, selling, and supplying white glove service.
Systems
- Meditech
- McKesson
- EPIC Passport
- Kronos
- Craneware
- NEBO-eligibility
- Salesforce
- PeopleSoft
- Windows
- Dentrix
- Vision
- QDW
Activities
- First Place, Delnor Community Hospital Excellence Committee for Professional Growth
- HFMA and First Illinois Chapter – 2014 to present.
- The National Society of Leadership and Success -2019 to present
- Feed My Starving Children, Aurora, IL – 2012 to present.
Timeline
VP, Client Services
Medlytix
06.2023 - 08.2023
Director, RCM (Dental)
Spark Dental
11.2022 - 06.2023
Director, Integration Operations
Axia Women’s Health
10.2021 - 07.2022
Senior Consultant
Texican Inc.
02.2021 - 10.2021
Director, Integration Product Management
Ensemble Health Partners
05.2019 - 02.2021
Implementation Director | Client Advisor
HFMA
08.2015 - 05.2019
Consultant
HFMA
03.2014 - 08.2015
Director | PFS Operations & Improvements
Accretive Health (R1)
04.2013 - 01.2014
Associate of Applied Science - Foundations of Business
University of Phoenix
Bachelor of Science - Business Administration
Purdue University