Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Robin Sheppard

Tomball,TX

Summary

Athena IDX, GE Centricity, Sales Force, KVART Reports, PowerBI, Advanced MD, Alevate, Nuxeo (Refund Approval Software) Availity, Oracle, ECW, DMAIC Process, ADP, Meaningful Use, NextGen, RealMed, Availity, SharePoint, ExpenseWatch, Concur, Quick Books, APeServices, Citrix, Vision.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Senior Revenue Cycle Manager

US Oncology
06.2015 - Current
  • Manage 2 Radiology practices
  • 3 Departments: Cash Applications, Credits/Collections & Refunds, and Managed Care Department (consist of billing, authorizations, insurance verification)
  • Manage patient billing and insurance claims for multiple medical facilities
  • Create reports, analyze data, identify lost revenue, and implement revenue cycle management (RCM) strategies to minimize losses
  • Manage team members in the day –to-day performance of their job duties
  • Ensure that project/department goals are met, and adhering to approved budgets
  • Create and monitor performance metrics for all team members
  • Responsible for the timely and accurate submission of all prior authorizations for service to the responsible payers
  • Ensure that all payers needing prior authorization are set up correctly within the software system
  • Prepare mid-year and yearly reviews for direct reports
  • Oversee and create department projects based on client needs
  • Manage month end close process to ensure that the department is trending in a positive direction
  • EDI enrollments
  • Oversees intake, insurance verification, charge capture and charge entry processes for compliance with federal and state regulations, as well as payer guidelines
  • Conduct audits of office processes to ensure that processes are effective and efficient
  • Accountable for KPIs: Aged Accounts Receivable (A/R) Rate, Bad Debt Rate, Cash Collections as a Percentage of Net Patient Service Revenue
  • Description, Charge Lag, Clean Claims Rate, Days in A/R
  • Implemented process improvements, ensuring accurate charge capture and coding compliance.
  • Provided staff training on revenue cycle management best practices, increasing productivity across the department.
  • Completed financial reporting and analysis for billing revenue cycle.
  • Streamlined workflows to minimize claim rejections and maximize reimbursement rates from insurance providers.
  • Assessed current revenue cycle procedures and implemented improvements to foster efficiency.
  • Conducted regular audits to identify areas for improvement in the revenue cycle process.
  • Increased cash flow through timely resolution of payer denials and underpayments.
  • Monitored industry trends to anticipate changes that may impact the organization''s revenue cycle performance.
  • Reduced accounts receivable days outstanding, optimizing billing and collections efforts.
  • Conducted detailed audits of billing and coding practices, identifying and rectifying compliance issues.
  • Enhanced interdepartmental collaboration, leading to more cohesive approach to revenue cycle management and improved financial outcomes.
  • Reduced days in accounts receivable by implementing more efficient follow-up procedures with payers.
  • Reduced denial rates through meticulous claims review and enhanced coding practices, ensuring maximum revenue capture.
  • Streamlined billing processes, significantly reducing errors and enhancing revenue cycle efficiency.
  • Enhanced revenue by optimizing claims submission process, ensuring timely and accurate billing.

Quality Improvement Coach/Practice Facilitator

Memorial Hermann Healthcare System
09.2014 - 06.2015
  • Traveled to and managed medical Practices which consist of MHMD Physicians
  • Responsible for the establishment and ongoing management of relationships with Memorial Hermann Physician Network ("MHMD") physicians and their office staff regarding Memorial Hermann resources such as Physician incentive plans, technology, and external resources deployed to advance Patient Centered Medical Home ("PCMH") and Clinical Integration initiatives
  • Served as the primary liaison with MHMD physicians to coordinate the implementation, training, support, and ongoing maintenance of all such resources as well as the tracking and reporting of usage of these resources
  • Provided support to physicians to achieve MHMD targets
  • Maintained PQRS Measures, (NCQA, Bridges to Excellence Program)
  • Http://www.linkedin.com/company/memorialhermann?trk=ppro_cprof
  • Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.
  • Identified areas in need of improvement and implemented solutions.
  • Promoted continuous learning within the organization by sharing best practices and lessons learned from various facilitation experiences.
  • Provided constructive feedback to Providers during debriefing sessions, fostering personal growth and skill development.
  • Led virtual training sessions using web-based platforms while maintaining high levels of participant interaction and engagement throughout the event duration.
  • Implemented feedback mechanisms to continuously improve quality and relevance of programs offered.
  • Enhanced learning outcomes with integration of multimedia tools and interactive exercises.

Business Manager

Exigent Ventures
01.2012 - 09.2014
  • Company Overview: (Office Closed)
  • Performed bookkeeping/accounting duties including posting account receivables, preparing checks for payables, reconciling bank accounts on QuickBooks
  • Collected data and prepared company financial reports for CPA using QuickBooks
  • Purchasing and inventory management
  • Communicate both verbally and in writing with customers, vendors and other third parties
  • Scheduled remedial work order service which involved dealing with dissatisfied customers
  • Managed and allocated all credit card bills to assigned companies
  • Entered accounts payable receipts and invoices into company system for payment
  • Planned, scheduled and produced all company meetings, including meetings with VIP clients

Administrator

Dr. Crown – Internal Medicine
12.2006 - 01.2012
  • Company Overview: (Doctor Retired)
  • Monitored the resolution and escalation of patient/family issues and coordinate special service recovery efforts
  • Budgeted for and planned to realize expected levels of professional fee and technical revenue; account for and routinely report on status and changes in revenue; generate action plans to address financial issues
  • HR Manager, employee relations, maintained hiring process for new employees
  • Monitored operation of a budget-sensitive service model, including departmental staffing requirements and productivity levels by establishing, and contracting for related service performance from other departments; adapt model based on strategic considerations and short-term fluctuations in the operating environment

AP/AR Supervisor

Noble Americas Corp.
11.2003 - 12.2006
  • Bank Reconciliation for NARC (E07) and NAC (E10), stop payment request
  • Supervised a team of 6 employees
  • CMS (Credit Management System), compiled reports requested by management, analyzed financial data
  • Monitored vendor accounts for open and overdue items
  • Coded and entered all invoices into QuickBooks, reviewed and prepared invoices for processing by Accounts Payable
  • Acted as liaison to Finance department for monthly accruals and corporate asset tracking
  • Maintained vendor contact information, coordinate offset records retention storage for company
  • Booked cash disbursements, audited and entered T&E reports A/P, A/R
  • Cut all checks for company vendors and employees (T&E expenses, vendor payments, ACH, company expense checks)
  • Optimized the invoicing process through regular review of procedures and implementation of improvements as needed.
  • Posted customer payments by recording cash, checks, and credit card transactions.
  • Reconciled daily AR ledger and verified proper posting.
  • Completed daily process adjustments to maintain accuracy.
  • Updated aging reports based on daily audits.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Verified discrepancies and resolved clients' billing issues
  • Prepared bills receivable, invoices, and bank deposits.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Completed bi-weekly payroll for 25 employees.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.

IT Service Desk Manager

Noble Americas Corp.
12.2000 - 11.2003
  • Managed global team of 16 inclusive of regional managers, developers, contractors and front-line Project Management, Managed 6 IT Technicians
  • Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
  • Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
  • Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
  • Established clear performance metrics for continuous improvement in both individual and team performance levels.
  • Improved service desk efficiency by streamlining processes and implementing best practices.
  • Increased first call resolution rate through comprehensive staff training and development programs.
  • Implemented a robust incident management process for effective tracking, escalation, and resolution of service-related issues.
  • Streamlined communications between Service Desk teams to reduce duplication of effort in addressing similar incidents or requests.
  • Initiated regular audits of incident tickets to identify recurring issues warranting root cause analysis.
  • Resolved customer complaints in professional and timely manner.
  • Analyzed service reports to identify areas of improvement.
  • Implemented strategies to increase customer service satisfaction ratings.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Negotiated with vendors to secure best prices for parts and supplies.
  • Managed life cycle replacement of hardware and software.
  • Implemented and maintained technology and software budget.

Education

Masters Degree - Healthcare Administration

Texas Tech University
Lubbock, TX
12.2026

Bachelor of Science - Business

Charter Oak State University
New Britain, CT
12.2005

Skills

  • Athena IDX
  • GE Centricity
  • Sales Force
  • KVART Reports
  • PowerBI
  • Advanced MD
  • Alevate
  • Nuxeo (Refund Approval Software)
  • Availity
  • ECW
  • NextGen
  • APeServices

Certification

Certified Process Improvement Coach, 03/01/19

Timeline

Senior Revenue Cycle Manager

US Oncology
06.2015 - Current

Quality Improvement Coach/Practice Facilitator

Memorial Hermann Healthcare System
09.2014 - 06.2015

Business Manager

Exigent Ventures
01.2012 - 09.2014

Administrator

Dr. Crown – Internal Medicine
12.2006 - 01.2012

AP/AR Supervisor

Noble Americas Corp.
11.2003 - 12.2006

IT Service Desk Manager

Noble Americas Corp.
12.2000 - 11.2003

Masters Degree - Healthcare Administration

Texas Tech University

Bachelor of Science - Business

Charter Oak State University

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Robin Sheppard