Marcus Ingram
Summary
Strategic and compassionate healthcare executive with 15+ years of progressive leadership across enterprise contact center operations, revenue cycle management, and patient access functions. Proven track record managing large-scale, high-volume service environments, including oversight for 167 team members and 550k+ annual patient interactions. Expert in contact center modernization, digital front door initiatives, multichannel strategy, and cross-functional collaboration to enhance access, efficiency, and patient satisfaction. Adept at executing long-range planning, leading technology transformation, and fostering employee engagement aligned to organizational goals.
Overview
15
15
years of professional experience
Work History
Senior Director, Ambulatory Business Operations
Ann & Robert H. Lurie Children’s Hospital of Chicago
09.2022 - Current
- Directed enterprise strategy and operations across the Centralized Access Call Center, Ambulatory Support Services, and Guest Services, aligning service excellence with enterprise performance and patient access goals.
- Spearheaded the modernization of the access infrastructure, championing Epic upgrades, digital front door technologies, and multichannel optimization across ambulatory patient access.
- Increased pre-service collections by 225% from FY23 to FY25 by leveraging the APSIRE program (Ambulatory Support Performance and Innovation Recognition of Excellence) to implement process improvements, standardize workflows, and drive frontline accountability.
- Sustained best-in-class contact center performance: sub-5% abandonment rate, 76% of calls answered within 30 seconds, and an average speed of answer of 50 seconds over six months, managing 550K+ annual calls.
- Led system-wide patient access recovery following a month-long Epic outage due to a cybersecurity event, engineering the telecom and operations reactivation strategy across all Ambulatory and Surgical departments.
- Oversaw digital performance initiatives, including a 90% MyChart activation rate, 40% eCheck-in utilization, and 17% adoption of online scheduling YTD.
Sr. Director, Revenue Cycle Operations
Ann & Robert H. Lurie Children’s Hospital of Chicago
02.2021 - 09.2022
- Oversaw 75 staff across billing call center, financial clearance, denial management, payer relations, analytics, and project management functions.
- Led digital modernization initiatives including Epic optimization, telephony system upgrades, and contact center performance reporting.
- Delivered streamlined workflows and automation that reduced radiology denial rates and improved reimbursement timeliness.
- Partnered with IT to design and implement access dashboards and secure rate monitoring tools.
- Established strategic KPIs and aligned departmental objectives with broader organizational transformation goals.
Director, Financial Clearance
Ann & Robert H. Lurie Children’s Hospital of Chicago
06.2017 - 02.2021
- Directed multi-functional precertification teams handling ambulatory, surgical, and inpatient services.
- Implemented standardized workflows and Epic automation that boosted secure rate performance to 90% two weeks before the service date.
- Launched clinical authorization team consisting of nurses and pharmacists that accelerated order-to-fulfillment time and reduced provider burden for complex infusions and medication authorizations.
- Partnered with PI teams on rapid improvement events that modernized processes and improved patient throughput.
- Initiated workforce development and engagement strategies, enhancing retention and satisfaction across 250+ team members.
Director, Central Registration
Ann & Robert H. Lurie Children’s Hospital of Chicago
04.2015 - 06.2017
- Oversaw registration, insurance verification, and Medicaid referral functions supporting ambulatory operations.
- Led implementation of Avaya-based centralized contact center, including omnichannel tools (voice, SMS, email).
- Led development of Medicaid Managed Care protocols, Epic estimate tools, and appointment access enhancements.
Operations Coordinator, Ambulatory Authorization
Northwestern Memorial Hospital
10.2013 - 04.2015
- Managed 36 specialists handling radiology and outpatient authorizations.
- Designed training systems that improved secure rates, reduced denials, and improved collaboration with clinical teams.
Operations Coordinator, Admitting and Registration
Northwestern Memorial Hospital
09.2010 - 10.2013
- Led access operations across five clinical departments.
- Drove 250% improvement in radiology point-of-service collections and improved throughput in high-volume clinics.
Education
Executive LEAD Program Certificate -
The Executive Club of Chicago
Chicago, IL11.2024
Master of Arts - Industrial And Organizational Psychology
Adler School of Professional Psychology
Chicago, IL01.2012
Skills
- Epic Systems
- Avaya
- ACD
- MS Office Suite
- Policy development
- Collaborative leadership
Accomplishments
- Managed centralized contact center serving over 550 thousand calls annually across scheduling, triage, and service functions.
- Increased preservice collections by 225% from FY23 to FY25 by leveraging the APSIRE program (Ambulatory Support Performance and Innovation Recognition of Excellence) to implement process improvements, standardize workflows, and drive frontline accountability.
- Increased enterprise procedure authorization secure rates to over 90% using Epic workflow optimization.
- Spearheaded Avaya contact center implementation with full multichannel capabilities.
Timeline
Senior Director, Ambulatory Business Operations
Ann & Robert H. Lurie Children’s Hospital of Chicago
09.2022 - Current
Sr. Director, Revenue Cycle Operations
Ann & Robert H. Lurie Children’s Hospital of Chicago
02.2021 - 09.2022
Director, Financial Clearance
Ann & Robert H. Lurie Children’s Hospital of Chicago
06.2017 - 02.2021
Director, Central Registration
Ann & Robert H. Lurie Children’s Hospital of Chicago
04.2015 - 06.2017
Operations Coordinator, Ambulatory Authorization
Northwestern Memorial Hospital
10.2013 - 04.2015
Operations Coordinator, Admitting and Registration
Northwestern Memorial Hospital
09.2010 - 10.2013
Executive LEAD Program Certificate -
The Executive Club of Chicago
Master of Arts - Industrial And Organizational Psychology
Adler School of Professional Psychology