Rhoda Chavez-Nowlan
Everett,WA
Summary
Healthcare operations and revenue cycle leader with over 20 years of experience in billing, collections, and process improvement. Proven track record in optimizing patient financial service workflows and leading high-performing teams. Expertise in implementing Kaizen and Lean initiatives to enhance operational efficiency and compliance. Strong background in revenue cycle management, driving measurable improvements in performance across clinical operations.
Overview
26
26
years of professional experience
Work History
Revenue Cycle Manager
Experience Momentum, Inc.
Lynnwood, WA
06.2022 - Current
- Reduced write-offs by 80% by implementing clear process standards, communicating expectations, and establishing accountability systems for team members.
- Eliminated overtime in payment posting within 6 months by transitioning from manual, line-by-line to EDI payment posting, saving nearly 60 labor hours weekly.
- Instituted same-day payment posting practices, requiring no more than 3 hours daily, and redeployed 25 weekly EFT hours from payment posting to proactive AR collections.
- Applied advanced healthcare management experience from large organizations to rapidly elevate operational processes and compliance standards in a small clinic, achieving measurable improvements in workflow efficiency and regulatory adherence.
- Restructured and now lead the entire revenue cycle process: benefit verification, authorizations, billing and follow-up, payment processing, and credit balance management.
- Built and manage an overseas remote team (since Dec 2024), increasing service capacity and successfully navigating global management and cross-cultural challenges.
- Developed scalable onboarding, ongoing training, and standardized reporting protocols for both onsite and remote teams, driving consistency and accountability.
- Provide continuous provider and staff education in billing best practices, payer requirements, and compliance, reducing denial rates and improving cash collections.
Contracted - Clinic Dissolution Manager
Columbia Shores Comprehensive Obstetrics and Gynecology
Remote
11.2021 - 12.2022
- Streamlined prior authorizations, insurance billing, and management of aged balances during clinic transition.
- Coordinated transfer of patient records, ensuring seamless transition to women's health and med spa.
- Led billing compliance efforts and executed operational handoff successfully.
Call Center & Self Pay Department Manager, Prior Authorization Supervisor, Process Improvement Leader
Virginia Mason Medical Center
Seattle, WA
03.2010 - 10.2019
- Advanced from billing and follow-up expert to management, overseeing Self Pay Department call center operations and educating staff without biller/follow-up backgrounds.
- Managed call quality metrics, training, call handle times, and quality assurance protocols, leading to improved caller satisfaction and expanded team proficiency.
- Approved and reviewed patient payment plans, charity applications, and financial counseling solutions.
- Regularly attended and contributed to OneHealthPort monthly committee meetings, addressing insurance barrier solutions and process challenges.
- Recruited to manage Prior Authorizations Team, focusing on complex/specialty procedures, surgeries, and infusion therapy. Worked directly with provider liaisons to advocate for timely authorizations.
- Led Kaizen and Lean production system initiatives (Virginia Mason Production System, with Toyota partnership), facilitating intensive 2- and 3-day workshops that produced process improvements, increased accountability, eliminated waste, and controlled costs.
- Created SOPs and new training materials, driving measurable advancement in claim processing and patient financial outcomes.
Patient Account Specialist
REM Medical Arizona & REM Sleep Therapy DME
AZ/WA
08.2007 - 01.2009
- Full-spectrum billing, coding, charge posting, and insurance management.
Sr. Patient Account Rep & Clerk
Banner Health System
Phoenix, AZ
08.1999 - 05.2007
- Medicaid/commercial accounts, reconciliations, patient services, operations support.
Skills
- Claims processing
- Data analysis and reporting
- Accounts receivable management
- Billing and collections optimization
- Call center leadership
- Regulatory compliance and provider education
- Patient payment plans and charity review
- Kaizen and lean methodologies
- Metric development and quality assurance
- Process documentation and improvement
- Waystar and PrognoCIS proficiency
- QuickBooks
- Calabrio knowledge
- Enterprise task management (ETM)
- KPI dashboards development
- Written and verbal communication skills
- Staff training and development
- Strategic development and planning
- Decision-making skills
- Denial resolution strategies
- Revenue metrics analysis and enhancements
- Healthcare industry expertise
- Billing cycle performance optimization
Accomplishments
- Led rapid process improvement (Kaizen/Lean) events, eliminating inefficiencies and reducing unnecessary spending.
- Created and implemented an Excel tool reducing patient call times and enhancing financial counseling results.
- Reduced Medicaid AR aging from 27% over 90 days to 13%, and cut claim processing turnaround by 80% for kidney donor cases.
- Consistently improved quality metrics and patient satisfaction across call center and prior authorization settings.
References
Available upon request.
Timeline
Revenue Cycle Manager
Experience Momentum, Inc.
06.2022 - Current
Contracted - Clinic Dissolution Manager
Columbia Shores Comprehensive Obstetrics and Gynecology
11.2021 - 12.2022
Call Center & Self Pay Department Manager, Prior Authorization Supervisor, Process Improvement Leader
Virginia Mason Medical Center
03.2010 - 10.2019
Patient Account Specialist
REM Medical Arizona & REM Sleep Therapy DME
08.2007 - 01.2009
Sr. Patient Account Rep & Clerk
Banner Health System
08.1999 - 05.2007