Summary
Overview
Work History
Education
Skills
Timeline
Generic

Justin Carter

Katy,TX

Summary

Dynamic Senior Account Manager with a proven track record at Legacy Health LLC, excelling in client onboarding and strategic planning. Expert in data analysis and effective communication, driving customer satisfaction and retention through tailored solutions. Successfully managed cross-functional teams to enhance service delivery and optimize revenue cycle efficiency.

Overview

17
17
years of professional experience

Work History

SR. ACCOUNT MANAGER

Legacy Health LLC
08.2024 - Current
  • Managed customer and partner relationships.
  • Understand the customer's desired outcomes, translate these priorities into actionable plans, and then drive the execution of these plans with the customer.
  • Serve as the liaison between pilot customers and development teams, creating alignment between customer goals and the delivery of solutions.
  • Provide training on products and services, developing the customer skills that will align our technology to targeted achievements.
  • Driving continuous improvement and ensuring optimal efficiency and accuracy.
  • Facilitated webinars and workshops designed to educate customers on the features of the product and service they purchased.
  • Conducted regular check-ins with customers to proactively address any potential issues or concerns.
  • Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals and objectives, and providing best practices advice.
  • Built a collaborative team culture and ensured a high level of employee engagement and satisfaction.
  • Managed client relationships to ensure satisfaction and retention.
  • Developed strategic account plans to meet client needs effectively.
  • Coordinated cross-functional teams for seamless project delivery.
  • Conducted regular business reviews to assess account performance.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Led onboarding processes for new customers to ensure smooth transitions.
  • Collaborated with cross-functional teams to resolve client issues efficiently.
  • Created strategic account plans tailored to individual client needs and goals.

REVENUE CYCLE MANAGER/OFFICE MANAGER

Austin Neurospine
Austin, TX
02.2022 - 08.2024
  • Oversee the revenue cycle process in various aspects, such as account management, collections, cash posting, contract analysis, and denials management.
  • Addressing escalations as necessary, and working to resolve reimbursement issues.
  • Develop and lead a high-performing and engaged team, providing coaching and mentorship to meet objectives.
  • Develop and review daily, weekly, and monthly performance metrics to identify trends and areas that need attention.
  • Analyze data to identify trends related to denials and rejections; develop and execute plans to avoid, reduce, and resolve denials and rejections that are due to coding errors.
  • Create and communicate revenue cycle policies and procedures, including the creation of reference and training materials.
  • Support strategic product development and the future roadmap of services, supporting our organization's competitive advantage in the marketplace.
  • Driving continuous improvement and ensure optimal efficiency and accuracy.
  • Managed customer accounts and acted as primary point of contact.
  • Developed and delivered training sessions for customer success teams.
  • Implemented best practices to enhance customer satisfaction and retention.
  • Created comprehensive reports on customer engagement and success initiatives.
  • Managed crisis situations, ensuring minimal impact on customer satisfaction and loyalty.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

REVENUE CYCLE MANAGER/SOLUTION MANAGER

Frontera
Dallas, TX
04.2019 - 01.2022
  • Managed customer and partner relationships.
  • Serve as the liaison between pilot customers and development teams, creating alignment between customer goals and the delivery of solutions
  • Oversee the revenue cycle process in various aspects, such as account management, collections, cash posting, contract analysis, and denials management.
  • Cultivated strong relationships with clients to ensure satisfaction and loyalty.
  • Guided clients in utilizing tools and resources effectively for success.
  • Provided customer onboarding and training to ensure successful product adoption.
  • Demonstrated and explained product features and benefits to overcome customer objectives.
  • Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
  • Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
  • Implemented feedback loops from customers into product development processes.
  • Maintained up-to-date knowledge of industry trends related to customer success management.

REVENUE CYCLE MANAGER

UT Southwestern
Dallas, TX
02.2016 - 10.2018
  • Leveraged data and analytics to make calculated, objective decisions that promote organizational goals.
  • Comprehension of systems to request, pull data, interpret, analyze, and use it in daily decision-making.
  • Fostered a culture of data-driven decision-making among team members.
  • Developed strategic, cost-effective programs, and made system or network changes to enhance competitive position.
  • Managed billing, accounts receivable, denials, cash posting, charge master, and training.
  • Resolved escalated reimbursement issues with payors, practice, and systems for optimal management of accounts receivable.
  • Managed implementation effectively.
  • Evaluated and ensured that systems and vendors are utilized to the fullest extent, including reporting capabilities, to drive proactive decision-making and organization.
  • Proactively managed the charge master to ensure appropriate pricing within regions and contracts.
  • Monitored denials to identify the root cause and put actions/processes in place to mitigate future like denials.
  • Actively monitored edits, scrubber, and clearing house to achieve optimal clean claim rates, and promote timely billing.
  • Responsible for establishing goals and providing timely, detailed feedback to team members to support goal achievement and the growth of team members.
  • Proactively fostered relationships with all departments and leaders to be identified as a trusted RCM resource.

REVENUE CYCLE MANAGER/ACCOUNT DIRECTOR

Integrated Health Services
Frisco, TX
05.2008 - 04.2016
  • Support strategic product development and the future roadmap of services, supporting our organization's competitive advantage in the marketplace.
  • Managed customer and partner relationships.
  • Understand the customer's desired outcomes, translate these priorities into actionable plans, and then drive the execution of these plans with the customer.
  • Serve as the liaison between pilot customers and development teams, creating alignment between customer goals and the delivery of solutions
  • Provide training on products and services, developing the customer skills that will align our technology to targeted achievements.
  • Driving continuous improvement and ensuring optimal revenue cycle efficiency and accuracy.
  • Directs and coordinates the activities of Revenue Integrity service operations by mentoring and managing staff for superior performance that exceeds patient and customer expectations.
  • Defined and met revenue cycle performance goals and metrics. Evaluated the performance and effectiveness of management, vendors, and staff related to the applicable revenue cycle metrics, and worked to continuously improve performance, outcomes, and timely and accurate billing and coding.
  • Ensured compliance and revenue integrity with government and non-government payers, and charge capture requirements.
  • Developed and oversaw the delivery of education to revenue cycle, clinical departments, and providers on charge master and fee schedule updates, Medicare Final Rule, accurate charge capture practices, and charge reconciliation.
  • Oversaw research activities to correctly verify claim payment accuracy or denial legitimacy; managed the denial dispute appeals and mitigation processes to generate high reimbursement rates and a low level of denials.
  • Provided appropriate levels of coaching to develop individual/team skills and abilities to drive performance improvement.
  • Developed and implemented policies, procedures, and training to guide and support service, and ensured orientation and continuing education for all areas of the Revenue Cycle.
  • Built a collaborative team culture and ensured a high level of employee engagement and satisfaction.

Education

Collin College
05.2000

Diploma -

Howe High School
05.1998

Skills

  • Account management
  • Client onboarding
  • Product training
  • Project management
  • Data analysis
  • Customer relationship management
  • Strategic planning
  • Problem resolution
  • Effective communication
  • Customer advocacy
  • Software implementation
  • Customer feedback analysis
  • Data-driven decision making
  • Upselling strategies
  • Relationship management
  • CRM software
  • Customer relations
  • Client service optimization
  • Research and due diligence
  • Work Planning and Prioritization

Timeline

SR. ACCOUNT MANAGER

Legacy Health LLC
08.2024 - Current

REVENUE CYCLE MANAGER/OFFICE MANAGER

Austin Neurospine
02.2022 - 08.2024

REVENUE CYCLE MANAGER/SOLUTION MANAGER

Frontera
04.2019 - 01.2022

REVENUE CYCLE MANAGER

UT Southwestern
02.2016 - 10.2018

REVENUE CYCLE MANAGER/ACCOUNT DIRECTOR

Integrated Health Services
05.2008 - 04.2016

Collin College

Diploma -

Howe High School

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