KEVIN JONES
Dallas,TX
Summary
Experienced Patient Advocate Manager with a strong background in Revenue Cycle Management (RCM), focused on delivering strategic improvements to enhance financial performance. Successfully established billing hotline and call center departments, implemented process enhancements, and streamlined billing operations for Financial Assistance Programs (FAP). These efforts led to more efficient revenue collection and increased patient satisfaction. Proven expertise in healthcare finance and team leadership, promoting collaboration and driving positive results.
Overview
25
25
years of professional experience
Work History
Revenue Cycle Manager
CareDx
01.2024 - Current
- Overseeing the AR department for a diagnostic laboratory for Lung, Heart, Kidney, Liver transplant.
- Tasked with monthly goals of $15million per month in claims revenue.
- Provide support to team leads, associates, and reporting data to the director of revenue cycle.
- Create SOP's KPI's hire/term employees, coach, train, and develop human capital to ensure competent associates.
Contact Center Director, Managers, All Other
Steward Health Care
01.2023 - 07.2023
- Senior Leadership team Overseeing and providing key direction for Massachusetts (ACO) Medicaid Contact Center.
- Direct spam to include inbound/outbound, RRP, PA team.
- Development of budgeting, Policies and Procedures, Key KPI Metrics, SOP's, responsible for all new platform implementations and reporting data to the Executive Leadership Team.
Group Manager, Managers, All Other
Walgreens Fulfillment
06.2022 - 02.2023
- Leading a team of Function Leads, and Team members that support four hundred plus Walgreen Pharmacy locations.
- Oversee the entire process to ensure compliance and regulatory process are complete.
- Coach, train, and provide corrective action and PIP when needed.
- Complete all administrative task such as payroll, attendance, etc.
Customer Service Supervisor, Managers, All Other
Freedom Mortgage
11.2021 - 03.2022
- Overseeing the day-to-day operations for a team of twenty-five call center inbound and outbound agents assisting customer with mortgage, escrow, and homeowner insurance payments.
- Directly responsible for call center KPI's, SLA's and program goals.
Digital Chat Manager, Managers, All Other
ADT
01.2021 - 08.2021
- Facilitates, coaches, and provides leadership and resources for a team consisting of an average of 20 Team Members.
- Provides technical support, advice, and experience and enables the team with regards to design, developing, and deploying billing service strategies, processes, and workflow.
- Responsible for the efficient handling of inbound customer inquiries relating to their ADT invoice.
- Facilitate, coach, and provide leadership and framework for daily operation.
- Increase team's process and business knowledge/understanding enabling higher levels of performance productivity and efficiency.
- Ensure staff works within the guidelines established by the organization.
- Provide technical support, advice, and experience.
- Monitor team performance and provide feedback.
- Provide performance trends and analysis to team.
- Assist the team in developing and implementing team and individual measurements in support of process and organizational goals.
- Responsible for managing conflict and diversity.
- Foster team building and group dynamics, provide career development planning and opportunities.
- Lead team by role modeling company values.
- Provide technical education on call center strategies, including all related policies and applicable laws governing billing and collections.
- Communicate business performance and direction.
- Other duties as assigned.
Operations Manager (FT), Managers, All Other
Maximus Federal
11.2019 - 05.2020
- Oversite for implementation and set-up for 2020 Census call center.
- Managing SOP's, staffing goals, SLA agreements, KPI metrics, Quality metrics, and Attrition and retention metrics.
- Providing direction to a team of five supervisors, team leads and 450 full and part-time call center associates.
- Development of SMART goals provide weekly coaching, on-going training assessments, DATA reporting, schedule adherence, AHT, AWT, ASA, and Critical fail analysis.
Associate Financial Associate (FT), Financial Specialists, All Other
Charles Schwab
01.2019 - 09.2019
- Conduct market research for client investment profiles
- Assist with online investment tools
- Execute trade and investment strategies
- Provide direction on retirement planning and industry regulations
Billing Supervisor II, Managers, All Other
Acclara Solutions LLS
02.2018 - 06.2019
- Responsible for oversight of the full revenue cycle process.
- Ensuring timely set up of payment arrangement through a staff of five supervisors, five team leads, four mentors and a team of sixty-five inbound/outbound agents
- Data reporting of SLA, KPI, QA, AHT, AHT, ASA and all call center metrics.
Contact Center Supervisor, Managers, All Other
Harte Hanks
10.2015 - 02.2016
- Responsible for team of supervisors, team leads, and two-hundred call center agents both licensed and non-licensed during open enrollment during Medicare and Medicare supplement
- Produced weekly production reports for meetings and directly responsible for overseeing the operations within the call center.
- Created processes for efficiency of the call flow
Team Supervisor, Managers, All Other
Blue Cross of MI
02.2015 - 07.2015
- Lead team of twenty union call center agents
- KPI'S reporting
- Coaching staff
- Conducting vision meetings
Trainer II and Supervisor, Managers, All Other
Anthem Blue Cross/Blue Cross of MI
11.2006 - 12.2014
- Responsible for training all Member Service and Provider service agents.
- After training, I directly supervised all agents through coaching, development, all administrative functions.
- Corrective action, one on one monitoring, reporting kpi data, overseeing SOP's attendance and payroll
CEO/Project Manager, Managers, All Other
Kingdom Builders
06.2000 - 07.2007
- Tasked with planting new churches in the Indiana District Council for the Pentecostal Assemblies of The World.
- Trained all executive level, mid-level and front-line leadership team members.
- Collection of demographic information selected and developed marketing campaigns and provided strategic planning.
- Established all 51 c3, city permits, budgeting, banking and financial documentation.
- Planned all events and opening day kick offs for each church
CEO/Project Manager, Managers, All Other
Kingdom Builders International
06.2000 - 07.2007
- Project Management
- Trained leadership staff
- Budgeting
- Increased Membership 5% yearly
- Mission statement development
- Culture creation
Education
Master of Business Administration - Project Management
North Central University
01.2022
Bachelor of Business Administration - Business Administration
Marian University
01.2009
Skills
- Revenue Performance
- Denial Resolution / Management
- Call Center Development
- Retention Performance
- QA/QC Standards
- Compliance
Timeline
Revenue Cycle Manager
CareDx
01.2024 - Current
Contact Center Director, Managers, All Other
Steward Health Care
01.2023 - 07.2023
Group Manager, Managers, All Other
Walgreens Fulfillment
06.2022 - 02.2023
Customer Service Supervisor, Managers, All Other
Freedom Mortgage
11.2021 - 03.2022
Digital Chat Manager, Managers, All Other
ADT
01.2021 - 08.2021
Operations Manager (FT), Managers, All Other
Maximus Federal
11.2019 - 05.2020
Associate Financial Associate (FT), Financial Specialists, All Other
Charles Schwab
01.2019 - 09.2019
Billing Supervisor II, Managers, All Other
Acclara Solutions LLS
02.2018 - 06.2019
Contact Center Supervisor, Managers, All Other
Harte Hanks
10.2015 - 02.2016
Team Supervisor, Managers, All Other
Blue Cross of MI
02.2015 - 07.2015
Trainer II and Supervisor, Managers, All Other
Anthem Blue Cross/Blue Cross of MI
11.2006 - 12.2014
CEO/Project Manager, Managers, All Other
Kingdom Builders
06.2000 - 07.2007
CEO/Project Manager, Managers, All Other
Kingdom Builders International
06.2000 - 07.2007
Bachelor of Business Administration - Business Administration
Marian University
Master of Business Administration - Project Management
North Central University
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