Lisa A. Roberson

Provided leadership, direction, and administration of operations for three specialty clinics (Podiatry, Cardiology, and Ophthalmology/Optometry). Directed, supervised, and coordinated the overall operation of the clinic and staff.

• Accomplished multiple tasks within established timeframes.
• Managed and motivated employees to be productive and engaged in work.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Supervised and managed daily activities of clinical team consisting of eight physicians and 25 nursing and support staff.

Managed third-party revenue cycle operations for multi-specialty Tribal 638 facility, serving over 5000 Kewa Tribal members. Oversaw day-to-day operations for the business office consisting of 8 employees, responsible for $13.5 million in annual third-party revenue. Ensured compliance with relevant regulations, standards, and directives from the Centers for Medicare and Medicaid Services (CMS), accreditation agencies (AAAHC), and third-party payers. Supervised staff, completed performance evaluations, and performed job training and orientation.

• Created cross-functional team by restructuring business office to include coders from HIMS department; reduced claims inventory by 2600 in 30 days.
• Implemented KPIs to hold business office accountable to third-party revenue goals.; removed “that’s how we’ve always done it” mindset.
• Completed financial reporting and analysis for billing revenue cycle.
• Assessed current revenue cycle procedures and implemented improvements to foster efficiency.

Directed, guided, coached, and mentored a team of (17) agents and (2) Team Leads serving over 10K callers monthly. Ensured compliance with federal/ state contractual requirements, HIPAA, and company policies. Collaborated with senior management, peers, and other departments on operational efficiency, exceeding service expectations, and developing long-term strategies.

• Strengthened the skills of agents through effective and supportive coaching that created self-awareness and commitment.
• Provided real-time coaching, guidance, and feedback to customer service agents to achieve development goals.
• Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
• Initiated personnel actions including employment; terminations; performance/salary reviews; and disciplinary actions.

As a Meaningful Use National Consultant supported the Indian Health Service (IHS) in achieving meaningful use using the Resource & Patient Management System (RPMS) EHR. Supported the implementation of meaningful use across 400 facilities throughout IHS, enabling IHS to receive over $160 million in incentive payments for physicians and hospitals.

• Reviewed, interpreted, and analyzed the Centers for Medicare and Medicaid Services (CMS) Electronic Health Record Incentive regulations to provide training and support to providers and hospitals on Meaningful Use.
• Assisted facilities with using the tools that are built into the RPMS EHR technology for reporting meaningful use and clinical quality measures as required by CMS or their respective state.
• Maintained communication with state agencies to determine state-specific requirements for health information exchange (HIE) and Medicaid EHR Financial Incentive programs.
• Developed training materials, guides, and checklists to assist in meaningful use awareness and attestation.

Recruited to consult eligible providers and hospitals on the New Mexico Medicaid EHR Incentive Payment Program.

• Provided program process guidance through interpretation analysis of policies released by CMS and the Office of the National Coordinator for Health Information Technology (ONC); researched Federal regulations and rules to ensure understanding and program compliance.
• Aided eligible providers and hospitals regarding program information, State Level Registry (SLR), and EHR system requirements.
• Provided technical support and training to internal and external EHR team members.
• Conducted user access testing of SLR to analyze changes, enhancements, and new program functions; performed in-depth analysis of workflow, data collection, report details, and other technical issues associated with SLR; liaised with the vendor to report issues and determine fixes.
• Managed program’s pre-payment audit process and final invoice approval resulting in over $40 million in incentive payments within the first year of program.