KERWYN PHILLIP
Glen Allen,VA
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Training Team Lead
INOVA HEALTH SYSTEMS
07.2022 - Current
- Development and implement training for all aspects of Revenue Cycle Management through Patient Access Services (Front-End), Health Information Services (Middle), and Patient Financial Services (Back-End)
- Helps to prepare and review training documents and deliverables
- Familiar with all training courses offered by the team and covers training courses when training specialists are out of the office
- Leads meetings, prepares agendas, manages schedules, arranges assignments, and communicates progress to all team members and people leaders.
Patient Financial Services (PFS) Trainer
INOVA HEALTH SYSTEMS
11.2018 - 07.2022
- Develop and implement best practice standard work for Cash Management Office (CMO) department staff
- In addition, work with department leadership to coordinate onboarding, ongoing, and on-demand training for Cash Management Office and Customer Service departments
- Works collaboratively with Hospital Billing Revenue Cycle Departments to plan, coordinate, prioritize, manage and execute training and quality assurance efforts across the department
- Coordinated and lead American Association of Healthcare Administrative Management (AAHAM) study sessions to prepare staff for the Certified Revenue Cycle Specialist (CRCS) exam
- Coordinate and facilitate training of new hires and current staff, in Cash Posting and Customer Service Departments, both on-site and virtually.
Operations Analyst (Contractor)
BANK OF AMERICA
02.2018 - 06.2018
- Analyzed, researched and resolved complex and varied business partner requests
- Also, administered defined procedures, business rules and non-standard procedures
- Analyzed customer data, on various databases and application systems, in order to maintain accuracy and integrity
- Identified opportunities and made recommendations for process improvements
- Report accurate statistical data on a daily basis to upper management.
Substitute Teacher
HENRICO COUNTY PUBLIC SCHOOLS/RICHMOND PUBLIC SCHOOLS
03.2017 - 12.2017
- Facilitated classroom instruction in accordance to approved lesson plans
- Monitor student performance through quizzes, classwork, and online activities
- Make use of a variety of resources, materials, and methods in an effort to improve the effectiveness of instruction
- Work to maintain a disciplined atmosphere appropriate to the teaching environment.
Accounts Receivables Supervisor
THE COUNTRY VINTNER
11.2015 - 10.2016
- Managed, coached and tracked performance of nine Accounts Receivables Coordinators
- Supervised account receivables processes, which included collections, cash postings, returns, payment research, unapplied payments and returned checks
- Monitored colleague performance through productivity and aging reporting
- Implemented monthly one-on-one meetings with staff to discuss workload, create action plans, and track personal development
- Conducted new hire interviews and coordinate on-boarding process.
Operations Manager
CITIZENS BANK
05.2014 - 08.2015
- Managed and coached team of 11 Documentation Specialists, who supported several business lines in the writing and revision of best practices, policies and procedures
- Partnered with Compliance and Risk Departments to ensure that procedures met federal and investor regulatory guidelines and compliance standards
- Oversaw inventory of over 1,900 procedures and maintained a past due rate of less than 10%
- Built metrics system to manage procedure inventory and monitor team performance
- Assisted business line managers with the preparation of procedures for Mortgage Reform Implementation Project (MRIP), Consumer Finance Protection Bureau (CFPB), and Office of the Comptroller of the Currency (OCC) audits.
Risk Management Specialist
CITIZENS BANK
03.2013 - 05.2014
- Supported multiple business lines, in the Mortgage Servicing and Default Department, by coordinating and managing risk related responsibilities: Initiated records management and End User Developed Applications (EUDAs) inventory programs for Mortgage Servicing and Default, and conducted training sessions
- Developed Business Continuity Plan (BCP) for bank colleagues located in Virginia and coordinated annual exercise
- Promoted to Operations Manager.
Relationship Manager
CITIZENS BANK
05.2012 - 03.2013
- Served as the liaison for customers enrolled in the loss mitigation process
- Coordinated efforts across multiple departments to ensure that the process met investor guidelines and specific timelines
- Ensured that internal departments were accountable for the completion of tasks within the process
- Managed over 300 accounts throughout the default process
- Recognized as Colleague of the Month in August 2012 for providing an exceptional customer experience
- Promoted to Risk Management Specialist.
Collector II
CITIZENS BANK
09.2010 - 05.2012
- Utilized collections and customer service skills to manage delinquent home equity loan accounts
- In 2012, maintained a 91.7% average QC score and a 72.2% promise to pay rate, which was over 107% above the company incentive rate
- Recognized as Colleague of the Month in July 2011 and received Certificates of Excellence in July 2011 and September 2011 for 100% QC Scores
- Conducted new hire training in the absence of corporate trainers
- Promoted to Relationship Manager.
Education
Master’s in Business Administration (MBA) -
AVERETT UNIVERSITY
Danville, VirginiaBachelor of Science (BS) in Accounting -
MORGAN STATE UNIVERSITY
Baltimore, MarylandSkills
- Software Application Testing
- Process Improvement Initiatives
- Production Monitoring
- Quality Control
- Equipment Maintenance
- Task Monitoring
- Team Meetings
- Performing Evaluations
Certification
- Lean Six Sigma Yellow Belt Certification, CITIZENS BANK, Glen Allen, Virginia
- Certified Revenue Cycle Specialist Certification, AMERICAN ASSOCIATION of HEALTHCARE ADMINISTRATIVE MANAGEMENT (AAHAM), Fairfax, Virginia
- ARCR: Single Billing Office Cash Posting and Credit Management, Epic, 455287477
- ARCR: Resolute Patient Financial Experience and Self-Pay Follow-up, Epic, 455287499
- ARCR: Resolute Hospital Billing: Billing and Claims Readiness, Epic, 456756680
- ARCR: Resolute Hospital Billing Insurance Follow-up, Epic, 456756378
Skills Proficiencies
- Microsoft Excel
- Word
- PowerPoint
- Yardi Voyager
- MSP
- Fidelity
- ALS
- SharePoint
- Microsoft Dynamic
- Great Plains
- EPIC
- Avaya
- Corporate Trainer
- Workshop Facilitator
- Project Coordinator
- Six Sigma Yellow Belt
- Certified Revenue Cycle Specialist
Timeline
Training Team Lead
INOVA HEALTH SYSTEMS
07.2022 - Current
Patient Financial Services (PFS) Trainer
INOVA HEALTH SYSTEMS
11.2018 - 07.2022
Operations Analyst (Contractor)
BANK OF AMERICA
02.2018 - 06.2018
Substitute Teacher
HENRICO COUNTY PUBLIC SCHOOLS/RICHMOND PUBLIC SCHOOLS
03.2017 - 12.2017
Accounts Receivables Supervisor
THE COUNTRY VINTNER
11.2015 - 10.2016
Operations Manager
CITIZENS BANK
05.2014 - 08.2015
Risk Management Specialist
CITIZENS BANK
03.2013 - 05.2014
Relationship Manager
CITIZENS BANK
05.2012 - 03.2013
Collector II
CITIZENS BANK
09.2010 - 05.2012
Master’s in Business Administration (MBA) -
AVERETT UNIVERSITY
Bachelor of Science (BS) in Accounting -
MORGAN STATE UNIVERSITY
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