MEGAN HENLEY
HOUSTON,TEXAS
Summary
Client Service Account Manager with experience in building and furthering client relationships. Successful at managing beta testing clients, client retention and customer satisfaction using consultative and personable approach. Strong leader focused on collaborating with internal teams and motivating staff, resulting in increased client retention and ideal client experiences.
Overview
10
10
years of professional experience
Work History
Account Manager
PX Technology
Plano, Texas
10.2021 - 05.2022
- Facilitated sales kickoff calls using Salesforce, managed onboarding and implementation process, hosted virtual and onsite training for new and existing clients.
- Liaised between developers and clients to ensure to streamline EHR/EMR clinical process and improve overall revenue.
- Educated and trained clients clinical staff on new technology products or services to increase customer engagement.
- Monitored client utilization and oversaw continuous improvement of technology solutions
Client Services Account Manager
Altus Biologics
Pearland, Texas
01.2019 - 10.2021
- Manage respiratory, rheumatology and gastroenterology biologic infusion suites
- Research and analyze data trends, financial reports and cash flow summaries to manage best practices for internal departments as well as clients
- Present quarterly business reviews to identify trends and develop goals to grow key, service and maintenance accounts
- Review weekly and monthly payment reports to identify loss and discrepancies according to contractual agreements
- Provide training to clients on the use and function of Altus electronic health record system
- Follow up with the Account Receivable department to ensure claims are reviewed for underpayments
- Coordinate with Patient Experience Representatives to ensure all escalations from the client are acknowledged and resolved within a timely manner
- Collaborate with Executive Leadership to find ways to creatively solve staffing and administrative issues
- Work closely with Materials Management to ensure drug delivery is received and rebates are received and or billed in a timely manner.
Patient Experience Specialist
Altus Biologics
Pearland, Texas
06.2018 - 12.2019
- Act as a liaison between Gastroenterology, Rheum and Allergy and Immunology providers, patients and clinical staff, as it relates to treatment protocol and patient liability for multiple sites
- Convert drug dosage according to billing regulations
- Discuss benefits and patient share costs, collect payments from patients prior to treatment, and assist with Copay
- Assistance, Specialty Pharmacy benefits and Charity funding applications for patients who have claimed indigence
- Responsible for running daily data reports on new and established patients to obtain authorization and to ensure accurate insurance information is on file.
Member Service Representative II
MH, Kelsey Seybold Clinic
Pearland, Texas
02.2016 - 09.2017
- Address complex member inquiries, questions and concerns in all areas including enrollment, claims, benefit interpretation, and referrals/authorizations for medical care
- Provide claim status to providers, submit claim appeal documentation for claims review as well as reviewed and resolved open claims and change orders to determine entitlement for additional payment
- Assist members with online enrollment, plan premiums and retiree plan options
- Discuss all aspects of the insurance network, provider reimbursement rates and letters of agreement.
Member Service Representative
Texas Children's Hospital
Houston, Texas
02.2014 - 02.2016
- Assisted members with complaints regarding account, service and system issues by educating on required forms and technical processes
- Analyzed customer information to explore issues, develop potential solutions and maintain high quality service for health plans
- Reduced average call time with optimal call control and efficient use of internal knowledgebase
- Consistently met all Key Performance Indicators monthly to ensure Health Plan NCQA Health Plan Accreditation goals were obtained.
Clinical Receptionist
Houston Methodist Hospital
Houston, Texas
10.2012 - 02.2014
- Readied patient files and prepared briefs on reasons for appointments prior to patient meetings with physicians, notifying staff of anticipated tests
- Handled new patient intake, signed-in returning patients and advised physicians of patients present in office awaiting examination
- Delivered patient information, appointment results and insurance information to other office staff as needed for reporting and billing purposes
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
Education
Associate of Science - Nursing
Houston Community College
Completed coursework in Foundations for Nursing, Pharmacology and over 100 clinical hours at Houston Methodist Hospital. - undefined
Bachelor of Science - Health Information Management
Texas Southern University
05.2012
Skills
- Data Modeling Transformation
- Senior Management Reporting
- Managed care health plans and operations
- Knowledge of ICD-10/HCPCS
- Cost control and care improvement
- Tableau reports and metrics
- Provider and Insurance Portals
- Customer retention
- Client education
- Project facilitation
- Business services support
- Infrastructure updates
- Workflow Management
- Solution development
- Client relationship management
- Test Plans and Test Methodologies
- Standards and Security Compliance
Timeline
Account Manager
PX Technology
10.2021 - 05.2022
Client Services Account Manager
Altus Biologics
01.2019 - 10.2021
Patient Experience Specialist
Altus Biologics
06.2018 - 12.2019
Member Service Representative II
MH, Kelsey Seybold Clinic
02.2016 - 09.2017
Member Service Representative
Texas Children's Hospital
02.2014 - 02.2016
Clinical Receptionist
Houston Methodist Hospital
10.2012 - 02.2014
Associate of Science - Nursing
Houston Community College
Completed coursework in Foundations for Nursing, Pharmacology and over 100 clinical hours at Houston Methodist Hospital. - undefined
Bachelor of Science - Health Information Management
Texas Southern University
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