Kyle Young

Responsible for strategic direction in support for varied revenue cycle business lines. Matured client facing support models in established and emergent products to mitigate termination threats and positively influence service expansions. Curated points of customer sentiment to provide actionable insights for product and service enhancements. Lead cross functional initiatives to enable peers and stakeholders to meaningfully engage with clients on service education, utilization, and retention.

Accomplishments:

• Led the creation of client escalation support for our emerging products in Authorization Management, Enhanced Claim Resolution, and Medical Coding
• Supported client attrition initiatives with a 78% retention rate when clients threaten service termination
• Curated enablement materials to proactively mitigate escalation risk and contributed to influence analytic points to build a service value narrative program
• Created training program for issue managers and onboarded 3 certified medical coders
• Utilized software centric workflows to improve staffing efficiencies and reduced process errors to mitigate escalation risk

Led efforts to standardize issue management policies across operations. Created a training and engagement program to streamline platform procedures, service monitoring, and analytic resources within Salesforce. Responsible for managing the framework of incorporating emerging services and program to onboard issue managers. Created the client outreach program to surface opportunities in client behavior that affected operational workflows or created claim swirl.

Led initiatives to expand escalation support pathways across operational and customer management organizations. Curated multiple resources to enable specific roles to speak to our revenue cycle service lines. Helped to lay groundwork for accounts receivable review policies and procedures. Refined support processes to yield significant time saving opportunities that allowed agents additional bandwidth to pursue additional personal projects.

Directly responsible for formalizing operational escalation procedures, processes, and platform to document work. Liason to surface product and service insights based on client interactions for development roadmaps. Helped to drive change in leveraging payer portals to replace manual workflows with our payersite product.

Helped to implement new workflows for an emerging hospital product while training those new clients on athena workflows. Led 11 client alpha initiative to expand backend co-sourcing which was the foundation for current service expansion of our enhanced claim resolution product. Mentored our denials analysts to better trend and surface operational opportunities.

Responsible for claim denial review across a varied payer mix to resolve outstanding claims and implement workflow enhancements when applicable. Led peer quality program to ensure agents were performing as expected. Helped to train teams in multiple geographies to broaden customer support and helped to redefine our new hire onboarding process.

Responsible for maintaining budget allowances and ensuring daily execution on dining and bar service. Ensured consistent quality processes to abide by local and state regulations. Managed both front and back end service lines to deliver consistently on company expectations and values. Led local marketing efforts to expand a take-out service initiative.