Kristin M Pierson
Bordentown,NJ
Summary
Highly analytical management professional with extensive healthcare experience with proficiency in systems, leadership and implementing regulatory compliance guidelines. Motivated leader with strong relationship-building skills as to provide excellent customer service.
Overview
30
30
years of professional experience
Work History
Customer Success Manager
Athenahealth
08.2023 - Current
- Cultivated strong client relationships to enhance satisfaction and retention.
- Analyzed customer data to drive strategic recommendations and enhancements.
- Drove adoption of software tools, improving user experience and reducing response times.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Organized and led quarterly business reviews with top clients, showcasing product value and discussing future opportunities.
- Coordinated with product team to address critical customer issues, ensuring timely resolution and maintaining trust.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Collaborated with cross-functional teams to resolve client issues effectively and efficiently.
- Collaborated with cross-functional teams to address client feedback and drive product improvements.
- Developed customer onboarding processes to enhance user experience and engagement.
Network Engagement Associate
Clover Health
06.2021 - 11.2022
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Serve as point of contact for physicians and practice staff using Clover's flagship technology.
- Execute engagement strategies designed to build and grow mutually beneficial partnerships with key clinicians and practice staff
- Onboard and manage all assigned accounts/practices on regular basis with the goal of optimal usage of Clover's technology. Utilize key performance indicators in developing appropriate clinical intervention and process strategies.
- Coordinate regular data transfer and feedback loops between physicians and Clover to ensure program alignment and inform future product enhancements.
- Effectively manage administrative aspects of physician/customer engagement including data/document management, storage and activity reporting
- Resolved problems, improved operations and provided exceptional service
- Learned new skills and applied to daily tasks to improve efficiency and productivity
Practice Manager
Capital Health Medical Group
12.2018 - 06.2021
- Supervised 3 Primary Care Practice with a team of 16 office personnel and 10 providers.
- Trained newly hired team members on office procedures and computer system.
- Addressed and remedied all patient or team member issues.
- Boosted staff morale by offering constructive feedback and specific direction.
- Consulted with healthcare professionals on business decisions.
- Developed policies and procedures for effective practice management.
- Promote close working relationships with front office and back office staff.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
- Generated and reviewed incident reports, including employee write-ups, actualizing appropriate corrective action plans to mitigate ongoing and potential situations.
- Recruited, hired and trained staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Implemented best practice standards for billing resulting in substantial reduction of accounts receivable delays.
- Monitored and inspected staff processes to eliminate hazards posed for both patients and staff while ensuring continuous compliance with regulations.
- Ordered all office supplies and kept check on inventory levels.
- Assisted with regulatory issues such as compliance.
- Oversaw fiscal operations, including accounting, authorizing expenditures and financial reporting.
- Direct day-to-day administrative and operational functions, providing guidance and leadership to over 20 employees across more than 3 departments.
- Provided supervision and management to team of clerical and clinical support personnel.
- Developed and maintained electronic record management systems to analyze and process data.
- Assessed processes and procedures, complying with OSHA and HIPAA regulations.
- Communicated effectively with staff members, physicians and patients, employing active listening and interpersonal skills.
- Managed 16 employees with various personalities and from different cultures for 3 physician practice.
- Handled job duties for staff members which were unavailable or out of office.
- Streamlined patient scheduling processes to enhance appointment availability.
- Supervised daily operations to ensure compliance with healthcare regulations.
Accounts Resolution Specialist
Acentus Practice Management
09.2017 - 11.2018
- Responsible for revenue related billing activities.
- Monitors unpaid claims and resubmitting with appropriate corrections and/or documentation.
- Ensuring unpaid claims are resolved and processed within timely filing guidelines.
- Identifies and reports practice and/or payer trends.
- Meets productivity benchmarks set by industry standards
- Focuses on organizational key performance indicators.
- Investigated and addressed patient inquiries to enhance satisfaction and retention.
- Resolved billing discrepancies through detailed analysis of account records.
Practice Manager
Virtua Medical Group
06.2012 - 01.2017
- In collaboration with assigned practice(s) Lead Physicians, directs and coordinates administrative and clinical services for assigned practice(s) as part of the dyad leadership model.
- Provides day-to-day oversight and supervision to ensure optimal operations, highly functional business systems and quality patient care; ensures optimal patient access and customer satisfaction. Monitors clinician schedule flow, utilization and adjustments
- Reviews the practice's policies and procedures routinely and makes recommendations to ensure continued compliance with current regulations.
- Ensures that assigned practice(s) staff follows all front-end policies and procedures including but not limited to completion of missing charges, claim edits, daily cash reconciliation and other receivable/collection tasks.
- Oversees financial and revenue cycle management; daily/monthly expenditures and staffing. Identifies opportunities to increase patient volume and services whileremaining within budget. Responsible for development and maintenance of practice(s) budgets in collaboration with Lead Physicians, as well as providingexplanations to leadership regarding budget-to-actual variances.
- Accountable for supervision and retention of office staff, including training, coaching and development, as well as ensuring that all staff members are performing according to standards. Conducts reviews and establishes goals for staff.
- Maintains good relations with the public that serves the best interest of the practice and the community alike through patient family advisory councils. Maintains an excellent working relationship with the medical profession, providers, and other health related facilities and organizations.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Implemented training programs for staff on best practices in patient care.
- Coordinated interdepartmental communication to improve workflow efficiency.
Education
High School Diploma -
Jacksonville Christian Academy
Jacksonville, AlabamaCertification Business and Computers - Business And Computers
New World Technical College
Anniston, AlabamaSkills
- Self-motivated
- Process implementation
- Strong verbal communication
- Conflict resolution
- Team leadership
- Data management
- Referral Management
- Medical Personnel Recruitment
- Policy and Procedure Development
- Account Management
Timeline
Customer Success Manager
Athenahealth
08.2023 - Current
Network Engagement Associate
Clover Health
06.2021 - 11.2022
Practice Manager
Capital Health Medical Group
12.2018 - 06.2021
Accounts Resolution Specialist
Acentus Practice Management
09.2017 - 11.2018
Practice Manager
Virtua Medical Group
06.2012 - 01.2017
High School Diploma -
Jacksonville Christian Academy
Certification Business and Computers - Business And Computers
New World Technical College