Rebecca Giannelli
Glendale Heights,Illinois
Summary
Strategic-thinking individual experienced in turning low-performing teams into top revenue producers to support organization improvement goals. Engaging and positive personality with expertise improving customer and strategic stakeholder relationships.
Overview
17
17
years of professional experience
Work History
Director, Revenue Cycle and Patient Collections
Duly Health And Care
02.2023 - 09.2023
- Responsible for managing all revenue cycle activities for the Duly Revenue Cycle Integrity team
- Manage and provide guidance, and assistance to the RCM team of Patient Access Specialists which support patients, families and clinic operations team members as they move through the multifaceted environment of healthcare revenue cycle
- Explain complex billing encounters to patients, connect with stakeholders for solutions and provide service recovery
- Serve as the revenue cycle liaison and advocate for patients, family, and guest to ensure everyone has a voice related to their care
- Partners with key leadership to manage the resolution and prevention of all patient complaints in a timely manner using our patient experience training
- Serves as a resource and support for physicians and staff in establishing an environment of proactive service recovery efforts
- Responsible for creation and implementation of policies and procedures for benefit estimates and good faith estimates as well as subsequent training, socialization and monitoring activities
- Reviews billing complaints with Revenue Cycle, Operations, Patient Experience, Risk and Compliance and formulates resolution to ensure regulatory requirements are met with goals to increase patient satisfaction, resolve complaints and grievances and to optimize outcomes
- Responsible for ensuring content of Epic Prelude/Registration and Epic Resolute/PB training meets RCM requirements for internal and external agents
- Provides oversight approval for Epic enhancements related to Prelude/Registration and Resolute/PB with a focus on front end registration, self pay collections and customer service
- Works directly with Credentialing on escalated RCM issues identified with organic growth and acquisitions
- Works directly with Contracting and Information Technology to evaluate new business stream opportunities and payor contracts to facilitate new codes/workstreams and payor/product builds in Epic and accompanying training and socialization for the organization
- Works directly with Revenue Cycle Vendors with Registration, Customer Service and Self Pay Collections Leadership to ensure coordination of operations, procedures and best practices for registration, billing and patient collections
- Works directly with IT to optimize use of Epic and technology to automate RCM functions
- Works directly with statement and collection agency vendors to ensure policies and processes related to billing, bad debt placements and patient collections are upheld
- Works directly with Learning and Development to ensure all revenue cycle teachings for Clinic Operations meet RCM standards
- Works directly with front desk, call center and clinic operations leaders to provide RCM related training, education and support
- Works directly with Lab vendors to review and resolve lab billing issues related to pass through billing Performs regulatory and quality account audits for patient concerns, health plan challenges, and provider inquiries
- Partners with Patient Experience Leadership and team to identify trends in patient billing concerns and address root cause
- Represent Revenue Cycle for legal proceedings including responding to subpoenas for billing records and certifications and appearing for depositions
- Manage a portfolio of simultaneous acquisitions to ensure each integration's goals are met on time and successful assimilation occurs
Manager, Revenue Cycle and Business Integration
Duly Health And Care
04.2021 - 02.2023
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patients.
- Developed and maintained relationships with patients and vendors through account development.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Maximized performance by monitoring daily activities and mentoring team members.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Controlled costs to keep business operating within budget and increase profits.
Manager, Registration and Patient Access
Duly Health And Care
07.2016 - 10.2019
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
Trainer
Duly Health And Care
07.2015 - 07.2016
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
Patient Access Coordinator
Duly Health And Care
11.2006 - 07.2015
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Providing excellent customer service by promptly answering patient inquiries.
- Trained new staff on hospital processes and procedures.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Resolved patient billing issues in line with established guidelines.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
Education
Undergraduate Degree - Political Science And Government
Northern Illinois University
Dekalb, ILAdvanced degree -
e. MBA, MHA -
Skills
- Revenue Cycle Management
- Accounts Payable and Accounts Receivable
- Balance Sheets
- Accounting Cycle
- Revenue Performance
- Customer Accounts Management
- Past Due Account Management
- Account Monitoring
- Electronic Document Management System
- Corrective Actions
- Medical Terminology
- Revenue Metrics Analysis
- Continuous Improvement Process
- Conflict Resolution Tactics
- Clinical Personnel Support
- Budget Monitoring
- Correspondence Writing
- Quality Improvement Plans
- Organizational Systems
- Compliance Requirements
- Customer Communication
- Account Resolutions
- Procedure Optimization
- Operational Efficiency
Affiliations
President, Board of Education
Marquardt District 15
August 2023 - Present
Board Member, Board of Education
Marquardt District 15
April 2023 - Present
Board Member, Duly Health and Care Charitable Fund
December 2016 - September 2023
Timeline
Director, Revenue Cycle and Patient Collections
Duly Health And Care
02.2023 - 09.2023
Manager, Revenue Cycle and Business Integration
Duly Health And Care
04.2021 - 02.2023
Manager, Registration and Patient Access
Duly Health And Care
07.2016 - 10.2019
Trainer
Duly Health And Care
07.2015 - 07.2016
Patient Access Coordinator
Duly Health And Care
11.2006 - 07.2015
Undergraduate Degree - Political Science And Government
Northern Illinois University
Advanced degree -
e. MBA, MHA -
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