Karen Jenkins
Director, Revenue Cycle
Anchorage,AK
Summary
Diligent Revenue Cycle Manager aiming to leverage 10 years of financial reporting expertise and budget monitoring experience to add value to the Vanderbilt University Medical Center team. Well-versed in billing cycle operations and revenue performance analysis.
Overview
13
13
years of professional experience
Work History
Director of Billing and Claims
Catholic Social Services Anchorage, Alaska
Anchorage, AK
01.2020 - Current
- Facilitated internal audits and prepared detailed reports on findings.
- Recommended changes to management regarding financial operations.
- Conducted strategic and technical reviews to verify compliance with quality control standards, schedule constraints and budget parameters.
- Gathered and analyzed financial data to determine improvement efforts.
- Cultivated mutually beneficial relationships with clients and company financial officers to facilitate improved business operations.
- Analyzed accounting systems for efficiency and effectiveness.
- Trained and mentored department staff on policies and procedures to establish strong foundation for client development and service activities.
- Developed high-level knowledge of client business goals, policies and procedures to establish foundation for targeted problem solutions.
- Analyzed complex client problems and generated targeted solutions that resolved outstanding issues while enhancing client business positions.
- Coordinated, managed and implemented projects for auditor and examiner evaluations.
- Participated in billing and collections operations to facilitate client payment of overdue invoices.
- Reviewed feedback/disputes from caregiver after audit findings are shared with caregiver and/or operational leadership.
- Established and re-evaluated performance metrics (productivity, accuracy and inter-rater) for Specialists (L1) and Supervisors (L2) on monthly basis. Seeks ways to improve processes or training to achieve optimal performance with high degree of accuracy.
- Assisted in refining QA program development (job aids, SOPs, trainings); facilitates development of random samples of claims to be included in audit reports (L1 and L2) along with dashboard statistics for both QA Team and caregiver performance metrics.
- Provided strategic advice and guidance to Revenue Cycle Quality and Performance Management function. Identified, and reported statistics, trends, and analysis to management; analyses data, prepares and presents project reports for management, clients or others.
- Verified quality of audit results published in dashboard and shared with Revenue Cycle Leadership. Worked closely with Program Supervisors, QA Director and Operational Leadership to generate meaningful and actionable reporting. Solicits feedback from leadership and incorporates into reporting and audit process.
- Developed detailed job aids and document full QA process to educate colleagues.
- Ensured all training materials are up to date and current; supported Program Supervisors with training and staff oversight when necessary.
- Completed audit papers by thoroughly documenting audit tests and findings.
- Facilitated financial and operational audits, working with internal and external managers to communicate recommendations or issues surrounding audits.
- Enhanced audit controls by improving planning and testing processes.
- Identified management control weaknesses and provided value added suggestions for remediation.
- Worked with QA Director to track ROI for Quality Assurance Program. Develop methodology to identify process improvement opportunities at caregiver and department level and associated monetary return on improvement.
- Determined financial and operational audit areas, providing most economical and efficient use of audit resources.
- Reported ROIs using Excel spreadsheets.
- Diminished outstanding debts by analyzing accounts for issues.
- Initiated comprehensive account assessments to check viability, stability and profitability of business operations.
- Cooperated with senior leaders to create operating budgets and initiate financial planning.
- Assisted in refining QA program development (job aids, SOPs, trainings); facilitates development of random samples of claims to be included in audit reports (L1 and L2) along with dashboard statistics for both QA Team and caregiver performance metrics.
- Developed and implemented corrective actions to bring business areas in line with standards.
- Exceeded goals through effective task prioritization and great work ethic
Revenue Cycle Manager
Kendalls Rehab Services Of LA
Alexandria, LA
01.2015 - 12.2019
- Engaged functional areas across prospect or client organizations to uncover future business opportunities.
- Trained, mentored and motivated staff to instill desire for superior performance.
- Partnered with internal resources to present additional value and expertise to clients.
- Generated pipeline to close revenue and attain quota.
- Established client and market priorities to execute strategic course of action.
- Suggested solutions and innovative ideas to meet client needs.
- Built relationships with customers and community to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Contributed to team objectives in fast-paced environment.
- Negotiated prices, terms of sales and service agreements.
- Prioritized tasks and projects to meet tight deadlines.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Developed new business relationships and maintained existing through regular communications and effective account management.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Liaised between clients and support team to quickly resolve issues.
- Presented information to customers, peers and management.
- Performed outside business-to-business sales with proven proficiency in prospecting and territory management.
- Supported clinical team members with revenue cycle procedures and addressed issues.
- Monitored and guided revenue cycle operations.
- Identified discrepancies between budgetary targets and actual revenue and expenses.
- Assessed current revenue cycle procedures and implemented improvements to foster efficiency.
- Completed financial reporting and analysis for billing revenue cycle.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Collected payments and applied to patient accounts.
- Reviewed outpatient records and interpreted documentation to identify diagnoses and procedures.
- Reviewed, analyzed and managed coding of diagnostic and treatment procedures contained in outpatient medical records.
- Interacted with physicians and other healthcare staff to ask questions regarding patient services.
- Resourcefully used various coding books, procedure manuals and on-line encoders.
- Reviewed patient charts to better understand health histories, diagnoses and treatments.
- Applied official coding conventions and rules from American Medical Association and Centers for Medicare and Medicaid Services to assign diagnostic codes.
- Verified signatures and checked medical charts for accuracy and completion.
- Accurately selected proper descriptive code when more than one anatomical location was indicated.
- Guarded against fraud and abuse by verifying coded data accurately reflected services provided.
- Correctly coded and billed medical claims for various hospital and nursing facilities.
- Processed insurance company denials by auditing patient files, researching procedures and diagnostic codes to determine proper reimbursement.
- Initiated, performed and documented quarterly coding audits for physicians.
- Coded Observations and Inpatient Professional Services at average rate of 40-60 per hour.
- Implemented new coding procedures that reduced mistakes by 75% and simplified processes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided back up for customer service managers.
- Effective liaison between customers and internal departments.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Delivered excellent customer service, resulting in consistent 95% customer satisfaction rating.
- Developed and maintained courteous and effective working relationships
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Reviewed billing problems, researched issues and resolved concerns.
- Managed monthly billing process to complete billings and returns to meet company revenue recognition policies.
Assistant District Manager
Jackson Hewitt Tax Service
Anchorage, AK
08.2010 - 12.2014
- Managed 10+ multi-unit retail locations in assigned district and worked in tandem with District Manager to strategically manage district operations
- Supported customer requirements and allocated resources to align with business needs.
- Drove operations at each location to maximize efficiency of Tax preparer's work and increase revenue and profitability
- Lead recruiting efforts and managed interviewing of seasonal employees for assigned areas Managed leads from Jackson Hewitt Networks and outside sources
- Worked directly on job-fairs, hiring initiatives, processes and training of all preparer's to execute jobs
- Assisted tax education process and flow of teams, including transition to hire
- Monitored associate performances to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
- Created and approved work schedules and time cards. Monitored Day Force during all shifts, worked with Human Resources on all employee relations issues or complaints and training
- Ensured all assigned locations met company standards including but not limited to : office set up, build-outs and breakdown, technology set up, telecommunications, office supplies and facilities maintenance. Maintained relationships with property managers and landlords
- Resolved client complaints or answered client questions regarding policies and procedures
- Provided employees guidance in handling difficult or complex problems while resolving escalated complaints or disputes
- Conducted internal audits of all assigned offices to ensure all employees are in compliance with company policies and procedures
- Monitored GL & P&L performance and holds/voids/rejects, discount reports and productivity reports for assigned store group
- Met all assigned district goals including 10% increase in client growth while managing cash control of 1.2 million dollars and tax return count
- Educated and supported clients with marketing strategies including but not limited to internal office branding, client segmentation and external marketing strategies.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Monitored customer service operations to assess agent performance and provide feedback.
- Determined direction for strategic accounts by researching competitive landscape, market insights and communication across stakeholders.
- Maintained comprehensive industry knowledge and studied consumer behavior to identify and present innovative solutions.
- Generated sales activity to build functional pipeline of qualified opportunities.
- Managed existing strategic accounts and identified new business opportunities to achieve revenue objectives.
- Built relationships with customers and community to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Exceptional computer skills
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Increased employee performance and job satisfaction to strengthen retention and engagement
- Assisted in organizing and overseeing assignments to drive operational excellence
- Reduced supply expenses, cut production costs and lowered financial expenditures to increase bottom line
- Created employee schedules to align coverage with forecasted demands
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
- Compiled financial data to comply with budget
Education
Master of Arts - Health Administration
University of Alaska Anchorage
Anchorage, AK12.2023
Bachelor of Arts - Communications
University of Alaska Anchorage
Anchorage, AK2004
Skills
- Revenue Cycle Management
- Operational Reporting
- Electronic Document Management System
- Cost Data Analysis
- Insurance Negotiation
- Billing systems and software
- Healthcare Industry
- Vendor Invoice Processing
- Cost Accounting
- Customer Service Support
- Budgeting
- Signature Verification
- Management Accounting
- Tax Reporting
Timeline
Director of Billing and Claims
Catholic Social Services Anchorage, Alaska
01.2020 - Current
Revenue Cycle Manager
Kendalls Rehab Services Of LA
01.2015 - 12.2019
Assistant District Manager
Jackson Hewitt Tax Service
08.2010 - 12.2014
Master of Arts - Health Administration
University of Alaska Anchorage
Bachelor of Arts - Communications
University of Alaska Anchorage
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