Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Timeline
Generic

Josephine Norman

Tomball,USA

Summary

Director of Revenue with expertise in financial forecasting and business strategy development. Proven ability to analyze trends and make data-driven decisions that enhance profitability. Successful in driving growth through innovative strategies and optimizing revenue streams. Effective communicator with a track record of building cross-functional teams to achieve sustainable revenue growth.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Director of Revenue Cycle Management- Integrations, Implementation and Operations

Surgery Partners
Nashville, USA
01.2024 - Current
  • Spearhead due diligence, integration planning, vendor implementation and divesture projects for ambulatory surgery centers and provider practices across 30 states to improve revenue cycle management for complex clients.
  • Supervised projects that identified key metrics and reporting for process improvement, streamlined business and increase in cash flow.
  • Targeted deliverables that met with client goals through end-to-end project planning.
  • Managed RCM project teams on Practice and Ambulatory Surgery Center integrations across a national platform in 30 states.
  • Oversees vendor implementation for revenue cycle, workflow processes in billing operations and evaluation and optimization of revenue cycle management systems, technology and tools to improve operational efficiency and financial outcomes.
  • Collaborated with multiple project teams to ensure success in integration and implementation.
  • Provided monthly support to the Business Office Manager in the supervision of 15 members, including insurance verification, authorization, coding, billing, payment posting, collections, and denial management.
  • Develop and implement policies and procedures to enhance efficiency and accuracy in revenue cycle processes.
  • Maintained and reviewed end-of-the-month processes and reporting that helped reduce denial rates due to no authorization from 18% to 5.0% for two Houston Ambulatory Surgery Centers.
  • Project Lead on RCM vendor implementation for time-of-service collections, scheduling, clearinghouse, and coding across the Surgery Partners platform.
  • Trained and implemented HST Pathways Practice Management, Case Coordination, and Price Transparency applications across 35+ centers to improve scheduling and pre-service workflows.
  • Managed RMC components of five divestiture ambulatory surgery centers across four states to ensure deadlines and contracts were addressed in transition service agreements.
  • Prepared budgets, forecasts, and long-term plans related to revenue management.
  • Created monthly financial reports on sales, budgeting, forecasting, and expenses.
  • Monitored competitor activity in order to stay ahead of industry changes.
  • Created internal training materials related to best practices in revenue management.
  • Implemented systems for tracking customer orders from order entry through fulfillment.
  • Ensured compliance with all relevant laws and regulations governing revenue collection.
  • Directed staff in developing customer relationships and managing accounts receivable activities.
  • Coordinated with marketing teams on campaigns designed to increase sales volume.
  • Collaborated with senior leadership on strategic initiatives that impacted overall revenues.
  • Evaluated current processes and identified areas for improvement within the organization.
  • Provided guidance and support to the sales team in meeting their quotas.
  • Developed and implemented strategies for increasing revenue growth.
  • Conducted regular meetings with team members to review goals, objectives, and progress.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.

Director of Revenue Cycle (Integrations and Implementations)

GI Alliance
Dallas, USA
02.2020 - 12.2023
  • Spearhead the implementation, development, and governance of new clinic integrations for 25+ fresh groups within national platforms, anticipating robust interaction and increased productivity.
  • Oversee comprehensive operations linked to boosting key performance indicators, rectifying billing complications, and ensuring prompt payments, anticipating smooth financial flows.
  • Coordinate with regional directors, key operations personnel, and various departments, orchestrating robust solutions that address discrepancies and facilitate cost reductions for 611 independent gastroenterologists operating throughout Texas, Arkansas, Arizona, Colorado, Florida, Illinois, Indiana, Louisiana, Mississippi, Oklahoma, Missouri, Utah, and Connecticut.
  • Leveraged Mod Med gGastro estimator, patient payment, and engagement tools for streamlining workflow and enhancing the revenue cycle. This resulted in 95% patient satisfaction and 5.9 million in YTD revenue and 2.1% cost savings.
  • Re-engineered RCM departments in different regions by planning, developing, and updating revenue cycle standard operating procedures to mentor new groups' incorporations of over 100 billing, operational, and management staff.
  • Managed the progress of total claims or payer activities to drive consistent and quality measures in the AR department, to improve cash flow and reduce administrative costs.
  • Implemented charge capture tools to reduce days to bill to 5 days or lower, and increase charge entry by 80% in three separate regions.
  • Manage key client stakeholders' relationships and communications at all stages of projects.
  • Assisted with staff recruitment and implemented training and mentoring for practice and facility staff.
  • Implemented and trained gGastro/gPM billing workflows across 14 states.
  • Developed and implemented strategies for increasing revenue growth.
  • Developed strategies for improving efficiency of billing processes across departments.
  • Collaborated with senior leadership on strategic initiatives that impacted overall revenues.

Revenue Cycle Manager

GI Alliance
Houston, USA
06.2016 - 02.2020
  • Developed and supervised pre-authorization teams, reducing denial rates by over seven percent across 50+ clinics in South Central Texas.
  • Reviewed patient billing information to ensure accuracy and compliance with federal and state regulations.
  • Performed data analysis to identify trends in denials or rejections from payers and develop strategies for resolution.
  • Generated reports detailing key metrics such as days in accounts receivable, denial rate.
  • Collaborated with physicians, clinical staff, payers and other stakeholders to resolve issues related to medical billing.
  • Developed strategies to reduce denials, improve accounts receivable, and enhance revenue cycle performance.
  • Oversaw training of staff on changes in insurance regulations and coding updates impacting reimbursement rates.
  • Monitored daily cash flow activity, ensuring timely filing of claims and proper reimbursement for services rendered.
  • Oversaw complete lifecycle of revenue operations.
  • Participated in revenue cycle processes, working to maximize profitability and increase revenue.
  • Provided revenue cycle process support to all clinical personnel, including resolving procedure challenges.
  • Oversaw EDI/EFT enrollments in Practice Insights/Waystar clearinghouse for new groups across 12 states.
  • Managed team responsible for charge master maintenance and fee schedules impacting 400+ clinics and 600+ providers.
  • Resolved over 100 claims rejections and denials annually, addressing payor and physician contracting issues.
  • Maintained oversight of all billing operations including coding, charge entry, payment posting, collections and appeals.
  • Implemented new policies and procedures for streamlining workflow processes within the revenue cycle department.
  • Analyzed and reported on billing cycle data to inform management.

Practice Manager

Texas Digestive Disease Consultants
Houston, USA
06.2016 - 05.2019
  • Streamlined daily clinical activities, including front desk management, appointment scheduling, referral coordination, and billing processes.
  • Orchestrated array of tasks spanning across 300 monthly patient clinic visits, 180 procedural appointments, and 300 monthly referral volumes for single provider.
  • Supervised operational activities, provided valuable guidance to staff, and managed integration of inpatient/outpatient billing.
  • Curated and updated employee files, capturing personal information, compensation, benefits, payroll data, attendance records, termination details, and performance appraisals.
  • Directed day-to-day tasks related to physician's monthly expense report, invoice generation, and monthly clinic performance metrics (MIPS) management.
  • Facilitated authentication of benefits, promptly addressed insurance denials, and approved payer's requests with due diligence.
  • Oversaw operations of 5+ staff enhancing workflow efficiency by 25% to redesign practice processes.
  • Boosted productivity by developing and implementing strategies for optimal office/facility utilization, leading to significant improvements in referrals.
  • Managed recruitment and training of employees, achieving staff turnover rate 12% below average.
  • Collaborated with IT departments to integrate a high-level phone system that provided analytic dashboards which enhanced data-driven decision-making capabilities.
  • Reduced the abandon rate to 5% and increased volume of appointments scheduled based on scheduler availability.
  • Implementing charge capture tool to reduce wait time for provider charges done weekly.
  • Resolved escalated customer service issues in a timely manner while maintaining a high level of professionalism.
  • Maintained financial records, including billing and accounts receivable and payable.
  • Assessed medical office operations, identified areas of improvement, and developed plans for corrective action.
  • Developed and implemented new patient registration processes to streamline workflow.
  • Conducted regular meetings with staff to discuss operational issues and ensure proper communication between departments.
  • Participated in strategic planning initiatives aimed at developing long-term goals for the practice's growth and success.
  • Implemented policies and procedures related to patient care delivery in accordance with organizational standards.
  • Created reports that tracked key performance indicators such as revenue growth and efficiency metrics.
  • Facilitated implementation of new technology systems into existing workflows in order to improve operational efficiency.
  • Oversaw all aspects of day-to-day practice operations including front desk reception, appointment scheduling, billing and coding, insurance verification.
  • Created and implemented policies and procedures for effective practice management.
  • Collaborated with multi-disciplinary staff to improve overall patient care and response times.
  • Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges.
  • Maintained awareness of government regulations, health insurance changes and financing options.
  • Managed changes in integrated health care delivery systems and technological innovations while keeping focus on quality of care.
  • Recruited, hired and trained new medical and facility staff.

Practice Manager

UT Physicians- Pediatric Clinic
Houston, USA
07.2008 - 05.2014
  • Managed comprehensive office procedures for cash collection and billing supervision using Allscripts, GE Centricity, and EPIC EHRs.
  • Provided support during audits by gathering requested documents as well as answering questions from auditors.
  • Ensured compliance with relevant state laws governing healthcare practices.
  • Coordinated staff recruitment, training, and scheduling activities.
  • Facilitated implementation of new technology systems into existing workflows in order to improve operational efficiency.
  • Implemented policies and procedures related to patient care delivery in accordance with organizational standards.
  • Developed and implemented new patient registration processes to streamline workflow.
  • Conducted regular meetings with staff to discuss operational issues and ensure proper communication between departments.
  • Oversaw all aspects of day-to-day practice operations including front desk reception, appointment scheduling, billing and coding, insurance verification.
  • Provided leadership and guidance to the medical team in order to meet goals and objectives.
  • Created reports that tracked key performance indicators such as revenue growth and efficiency metrics.
  • Performed administrative tasks such as creating budgets and forecasts, preparing invoices and contracts, ordering supplies and equipment.
  • Analyzed data from various sources to identify trends or opportunities for improvement within the practice.
  • Supported entire practice's staff, which boosted efficiency and improved overall process flow.
  • Created and implemented policies and procedures for effective practice management.
  • Directed team of over 20 employees across front desk, scheduling, referral verification, and billing.
  • Streamlined coordination for international patient visits at Memorial Hermann, enhancing operational efficiency.
  • Supported over 50 physicians by orchestrating 1500 clinical visits in general and specialty pediatrics.
  • Boosted customer satisfaction and improved referral rates while achieving low abandonment rate exceeding 5% through effective management of 3K phone calls.
  • Led recruitment process to build strong clinical and administrative teams.
  • Enhanced staff proficiency in advanced computer technology to align with clinical needs.
  • Implemented patient access initiatives that resulted in increased patient satisfaction scores.

Education

Master of Arts - Health Administration

University of Phoneix
Houston, TX
05-2008

Bachelor of Science - Nutrition

University of Houston
Houston, TX
12-2002

Skills

  • Revenue cycle management
  • Project management
  • Data analysis
  • Financial reporting
  • Regulatory compliance
  • Vendor management
  • Policy development
  • Process improvement
  • Team leadership
  • Change management
  • Performance metrics
  • Client relationship management
  • Strategic planning
  • Microsoft Excel proficiency
  • Month-end closing support
  • Profitability improvement
  • Strategy development
  • Business intelligence gathering
  • Problem-solving
  • Team management

Certification

  • PMP

References

References available upon request.

Timeline

Director of Revenue Cycle Management- Integrations, Implementation and Operations

Surgery Partners
01.2024 - Current

Director of Revenue Cycle (Integrations and Implementations)

GI Alliance
02.2020 - 12.2023

Revenue Cycle Manager

GI Alliance
06.2016 - 02.2020

Practice Manager

Texas Digestive Disease Consultants
06.2016 - 05.2019

Practice Manager

UT Physicians- Pediatric Clinic
07.2008 - 05.2014

Master of Arts - Health Administration

University of Phoneix

Bachelor of Science - Nutrition

University of Houston

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