Pamela Hildebrand
Senior Application Manager
Anthem,AZ
Summary
Goal-oriented Senior Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 21 years of extensive leadership experience in delivering and supporting innovative technology solutions in large scale complex organizations. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
23
23
years of professional experience
Work History
Application Team Manager
Gila River Healthcare
Sacaton, AZ
07.2017 - Current
- Manage team of 10 application engineers and 10 administrators to meet application needs of complex healthcare organization
- Developed new means to recruit, hire and train highly specialized technical staff on national level.
- Realigned IT Department team org chart to include 2 supervisors, mentored existing engineers to fill newly created positions.
- Filled role of Interim IT Director on several occasions during times of absence with full decision making authority for staff of 50 IT professionals.
- Built highly performing team by fostering collaborative environment, mentoring, training staff members and leveraging skills of application and infrastructure teams.
- Provide budgetary input to IT Director for strategic planning of resources, future development and growth planning.
- Designed/Implemented automated billing processes resulting in reduction of outstanding claims billing from 365 days to 14 days within 6 month time frame.
- Saved 32 weekly staff hours by implementing cost-saving initiatives that addressed long-standing problems with posting payments on 2-year project with vendor.
- Identified and implement critical billing process for Pharmacy Point of Sales that resulted in saving organization 12 million dollars in potential lost revenue.
- Leads continuous process improvements by generating suggestions, engaging in problem-solving sessions and continually looking for root cause resolutions.
- Increased efficiencies of information systems through support and maintenance of all associated database tables, ensuring consistency between and among various integrated systems.
- Maximizes use of application feature sets and other business applications to continually improve medical services and outcomes, data accuracy and usability, enterprise operating and financial efficiency, and regulatory compliance.
- Project lead for conversion projects; identifies milestones, meets with stakeholders to determine project objectives, deliverables, outcomes and timeframe.
- Leads clinical and non-clinical application specialists to coordinate testing of application enhancements, interfaces and patches to ensure results achieve desired outcomes.
- Seeks and implements proven best practices to deliver timely and high-quality services to end users and patients.
- Identifies and resolves application and system problems to provide for continuous financial and clinical informational operations.
- Provides consultative suggestions, recommendations and report creation to department leadership for continued enhancements to applications.
- Works collaboratively with application vendor(s) for scheduling and monitoring results of software patches, downtime, recovery plans and upgrade loads to both test and live environments to ensure minimal interruption to operations.
- Maintains current knowledge of health and business information software and hardware advancements to ensures systems are up to date.
Nextgen PM Subject Matter Expert
Ohio Shared Information Services
Mason, OH
04.2014 - 06.2017
- EMR Application Expert for Nextgen's Suite of Products to include EHR, PM, Patient Portal, RCM, EDR, RTS, EDI and Clearinghouse services.
- Led team direction and set priorities for 40 On-Site Technical support at OSIS Largest Multi-million dollar Healthcare Facilities serving Lake County in Chicago.
- Consistently led, built, trained and provided Go Live/ post Go Live support on NextGen new implementations, interfaces and/or upgrades with member base of over 70 health centers in 26 states.
- Interfaced with customers during design and deployment of business solutions, documented customer requirements and tasked out or configured applications to meet customer specific business processes.
- Proactively identified lagging operational processes, weaknesses and deficiencies in implementation and user functionality in order to recommend and deliver solutions to resolve and optimize efficiency.
- Achieved operational objectives by contributing data and recommendations to strategic plans, scopes and reviews, managed customer expectations and delivered projects within defined scope, time, budget and quality.
- Built and maintained member and internal relationships to drive mutually beneficial solutions and positive member experiences for over 600 physicians.
- Effectively processed, clearly communicated, maintained and escalated member support tickets internally or with Nextgen Support through case resolution.
- Led strategic follow-up on EHR Member projects, participated in on-boarding meetings, workflow analysis, and coordinated Nextgen system build through remote and onsite training.
- Educated internal and external teams on Nextgen capabilities and best practices to include developing curriculum and training materials, process flows and configuration worksheets.
- Collaborated with outside vendors to seamlessly integrate Nextgen with clearinghouses, third-party billing organizations and out-sourced charges for printing services.
Healthcare Management Consultant
HCI
Henderson, NV
02.2012 - 03.2014
- Led consulting for 10 healthcare practices on business operations to include human resource functions, workplace design, workflow processes, scheduling, check-in/check-out, billing/collections, patient satisfaction/retention and medical retail management.
- Specialized in Application implementation, design, maintenance, training, testing and support.
- Identified and implemented coding opportunities for enhanced reimbursement while ensuring compliance with federal and state coding regulations.
- Skillfully developed departmental goals, objectives, standards of performance, policies, procedures and curriculum of training materials.
- In depth consulting on long and short term projects with ophthalmology, cardiology, optometry, optical retail and audiology specialties.
- Positively and professionally worked independently on client sites with physicians, management and staff in fast paced, stressful and changing environments.
- Demonstrated ability to assess and understand client needs and advised on optimized processes and technology to achieve strategic business and patient care objectives at all organizational levels.
Business Director
Shepherd Eye Center
Las Vegas, NV
10.1999 - 01.2012
- Successfully directed Business Operations for progressive Multi-million dollar 16 physician ophthalmic practice and AAAHC ambulatory surgical center.
- Oversaw business office fiscal operations to include budget planning, authorized expenditures, insurance contract negotiations and prepared financial reporting to ensure benchmarks were being met.
- Led team of 55 staff members, developing, mentoring and leveraging staffs skills.
- Built highly performing team, efficient operations that enabled team foot print to reduce through attrition by 30%.
- Facilitated all day to day operations at multiple sites to include human resource functions, medical billing, scheduling, check-in, check-out, medical records, ambulatory surgical center, optical retail shops, and hearing aid centers.
- Coordinated and maintained Application technical support, testing, building data sets, curriculum development/training and upgrades to include Optical Management and Document Management.
- Skillfully developed departmental goals, objectives, standards of performance, policies and procedures for staff of over 55.
- Successfully completed new clinic start ups from construction to grand opening.
- Implemented new revenue streams to include hearing aid clinics and cosmetic services.
- Consistently complied with applicable laws and regulations and ensured facilities adhered to Medicare and Medicaid regulations.
Human Resources Generalist
Sunrise Hospital
Las Vegas, NV
10.1998 - 10.1999
- Administered HR functions including recruiting, staffing, employee training and development, performed corrective actions and maintained HRIS database for hospital facility of over 4000 employees.
- Developed HR solutions by collecting, documenting and analyzing confidential information to prepare recommended courses of action.
- Guided leaders and employees as subject matter expert in areas of employee classification and compensation studies, talent management and training.
- Coached and counseled managers and hospital staff to enhance employee performance, encourage creative thinking and empowerment to improve morale and teamwork.
- Updated key human resource metrics on turnover and terminations using reporting tools on HRMS database.
- Effectively served as HR’s hospital liaison during union labor grievances and collective bargaining negotiations for nursing staff.
- Designed, implemented and administered weekly new hire orientations in large classroom style settings.
- Complied with all regulatory agencies including, but not limited to, FMLA, ADA, HIPAA, EEOC, ADEA, NLRA, ERISA, OSHA and FLSA.
- Developed and enforced company policy and procedures relating to human resources activity.
Education
Bachelor of Science - Business Administration
Southern Illinois University At Edwardsville
Edwardsville, IL1992
Skills
- Highly Analytical, accomplished leader
- Detail oriented Project Management
- Exceptional client facing consulting skills
- Customer engagement and retention
- Professional demeanor, verbal and written, with excellent organization skills
- Enterprise application integration
- Technical application support
- Multidisciplinary team collaboration
- Leading, building and sustaining highly performing teams
- Metrics driven performance monitoring of team members
- Strong ability to multi-task and set team priorities
Timeline
Application Team Manager
Gila River Healthcare
07.2017 - Current
Nextgen PM Subject Matter Expert
Ohio Shared Information Services
04.2014 - 06.2017
Healthcare Management Consultant
HCI
02.2012 - 03.2014
Business Director
Shepherd Eye Center
10.1999 - 01.2012
Human Resources Generalist
Sunrise Hospital
10.1998 - 10.1999
Bachelor of Science - Business Administration
Southern Illinois University At Edwardsville
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