Michelle S. Henderson
Aurora,CO
Summary
Analytical healthcare management professional having over 20 years of experience in Patient Access and Revenue Cycle with positive employee and department outcomes. I want to work within a leadership team that will plan, organize and develop processes that will ensure a commitment to work towards the strategic initiatives of the organization while keeping the patient in the forefront of decisions that are made. Seasoned Revenue Cycle Director with solid background in healthcare financial management. Boasts strong skills in strategic planning, revenue cycle optimization, and team leadership. Demonstrated ability to improve cash flow and reduce bad debt by developing efficient and effective policies. Known for driving operational efficiency while maintaining compliance with industry regulations.
Overview
3
3
years of professional experience
Work History
Director of Patient Access
Denver Health Medical Center
Denver , CO
2023.12 - Current
- Managed daily operations of patient access services including registration, insurance verification, scheduling, financial counseling and cashiering.
- Achieved a $600K growth in copay collections by actively engaging with various department leaders on a weekly basis, addressing challenges and implementing solutions for improved performance.
- Partnered with RCM Billing Director in analyzing organizational denials, determining root causes to prevent future occurrences
- Evaluated current systems used by staff members in order to make recommendations for improvements that would enhance productivity levels.
- Achieved a significant decrease in overtime usage, lowering it by more than 600 hours and generating a cost savings of $60K from the same period last year.
- Collaborated with various departments organization-wide to secure authorizations for scheduled services, minimizing denials.
- Developed an effective tracking system with department supervisors for patients scheduled outside their network or county, leading to a notable reduction in the number of inaccurately scheduled patients redirected to their county of residence or network providers.
- Monitored daily CFB, DNB's, AR, and work queue errors to minimize aging AR and ensure prompt claim submission.
Director of Patient Access
Parallon - Swedish Medical Center
Englewood , CO
2022.05 - 2023.12
- Improved Turn Around Time (TAT) times for front desk check in times
- Improved insurance verification percentages from a 65% verification rate to a verification rate of 90% and above ensuring accurate insurance for patients entering our facility
- Decreased employee turnover rates
- Maintained awareness of government regulations, health insurance changes and financing options.
- Report automation for obtaining IMM’s, COA’s, Undefined providers, missing authorization and HIPAA to ensure compliance
- Increased copay collections 67% over prior year
- Collaborated with various departments such as medical records, billing office and health information management to ensure timely resolution of issues related to registration process.
- Established standards to ensure accuracy in all patient information entered into the system.
- Developed/expanded new hire training processes
- Reduced overtime by revising staff schedules
- Maintained communication and transparency with governing boards, department heads and medical staff.
- Committee member for Patient Experience, Denials Management, Patient Safety and Quality
Consultant
Amerita/Bright Springs
2022.08 - 2023.03
- Managed the daily processes of Ready to Bill (RTB), claims processing, timely filing, quality assurance (QA), and denials management across 34 home infusion branch locations nationally.
- Worked closely with leaders to streamline billing standard processes, resulting in improved accuracy and timeliness of claim processing
- Enhanced front end processes across multiple locations to ensure adherence to registration and authorization requirements, while also efficiently filling vacant scheduling slots
- Reduced aging AR >90 days by 18% and aging AR >60 days by 32%
- Collaborated with branches falling short of their KPI goals in regular meetings, devising strategies for improving performance and ensuring adherence to established benchmarks
- Worked closely with IT professionals to implement automation strategies that significantly reduced the necessity of human intervention in multiple daily workflows
- Provided guidance for improving various areas including operational processes and business development.
- Reviewed patient accounts to ensure accuracy of charges, payments, denials and insurance reimbursements.
- Conducted regular meetings with diverse payors to analyze underpayments and denials
Interim Associate Chief Financial Officer (ACFO) Revenue Cycle
Denver Health Medical Center
Denver , CO
2021.09 - 2022.04
- Implemented various strategies to enhance front end point of service collections, reduce insurance related denials, and maintain high quality assurance.
- Led cross-department collaboration to optimize and streamline procedures, boosting patient throughput.
- Oversaw the operations of multiple Revenue Cycle departments including Patient Access,
HBPS,HIM Charge Master Hospital, Contracts, and Revenue Cycle Education and Training. - Managed the monitoring of weekly, monthly, and annual goals through the establishment of key performance indicators (KPI), while analyzing variations to identify trends
- Manage multiple registration and billing processes for FQHC, non-FQHC, Correctional Care, School Based Health Center, Public Health, and more
- Promoted ongoing learning and growth opportunities within Revenue Cycle Departments to ensure continued development.
- Management of department budgets ranging from $1-5 million dollars and effectively staying within budget year over year
- Analyze, review, forecast, and trend complex data for multiple business lines
- Key member of organizational task forces: Medical Necessity, Denials Management, Diversity Equity, and Inclusion, Epic, Covid Incident Command Center, Denver Convention Center Field Hospital and Data Integrity
- Streamlined operations by automating multiple manual processes, resulting in decreased errors and enhanced claims acceptance turn around.
- Designed and implemented a rapid registration procedure which led to decreased patient waiting time by expediting the retrieval of lab or radiology findings
- Developed a rapid prior authorization insurance verification process, reducing the number of days for patients requiring elective surgeries
- Reallocate staff from departments with lower productivity to those with higher productivity, reducing the need to establish new positions
- Increased copay and financial counseling collections to $4.6 million in 2019
- Established pre-service work group that helped decrease the no show rates in specialty clinics by 23%
Education
M.B.A - Healthcare Management
Western Governors University
Salt Lake City, UT2021-05
B.S - Business Administration
Western Governors University
Salt Lake City, UTSkills
- Revenue Cycle Management
- Staff Development
- Staff Development & Training
- Training and Education
- Operational Reporting
- Pricing Transparency
- Project Management
- Quality Assurance
- Financial Reporting Coordination
- Process Implementation
- Budget Management
- Process Improvement
- Patient Experience
- Denial Resolution
- Revenue optimization
- Billing cycle performance
Timeline
Director of Patient Access
Denver Health Medical Center
2023.12 - Current
Consultant
Amerita/Bright Springs
2022.08 - 2023.03
Director of Patient Access
Parallon - Swedish Medical Center
2022.05 - 2023.12
Interim Associate Chief Financial Officer (ACFO) Revenue Cycle
Denver Health Medical Center
2021.09 - 2022.04
M.B.A - Healthcare Management
Western Governors University
B.S - Business Administration
Western Governors University
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