Shannon Ashley
Rittman,OH
Summary
Accomplished Manager at Fresenius Medical Care with nearly 20 years experience in the medical field, adept in team leadership and complex problem-solving, with proven record of enhanced organizational efficiency and business partner satisfaction. Skilled in customer relationship management and strategic planning to streamline verification processes while achieving notable departmental goals. Utilizes effective communication skills to drive employee performance and foster a positive work environment. Expert in encouraging employee engagement and executing a focus on team collaboration and departmental efficiency to achieve goals and meet FMC standards.
Overview
19
19
years of professional experience
Work History
Verifications Manager
Fresenius Medical Care
08.2021 - Current
- Manage and motivate employees to be productive and engaged in work by maintaining and encouraging both quality and quantity parameters while undergoing an enormous reorganization of the department.
- Achieve departmental goals by developing and executing strategic plans and performance metrics to stay consistent and aligned with company expectations to increase cash inflow.
- Streamlined and created new workflows by identifying opportunities in existing systems and implementing appropriate solutions with updated technology. Aided in the creation of numerous process updates with the implementation of bots and updated procedures to gain efficiency and ensure departmental turn around time satisfied.
- Accomplish multiple tasks at once within established timeframes by managing both onshore and global Verification efforts.
- Manage a domestic team of individuals across three lines of business- Initial Verification, Reverification, and Authorizations while also running a group of individuals who act as Global Support to peers working offshore.
- Manage and oversee numerous lines of business within 6 global teams equating nearly 400 employees.
- Maintain professional, organized, and positive environment for employees both on and offshore.
- Enhance customer satisfaction with clinic staff by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery. Work very closely with business partners from the Admissions, Blue Carpet, HPSM, and all parties at the clinic level to ensure the most positive patient experience.
Verifications Supervisor
Fresenius Medical Care
09.2019 - 08.2021
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks to ensure the team was providing the highest of customer service to all business partners and patients.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows across the department.
- Assisted in the facilitation, ordering, shipping, and maintaining inventory of equipment for numerous departments across the entire country out of the local office.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions for patient insurance issues.
- Developed very close relationships with all business partners to ensure higher accountability by encouraging faster response times and more attention to detail. This resulted in better outcomes and higher customer satisfaction.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members when they were forced to transition from working in an office setting to working remotely.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members in office and once the team moved to working remotely. Communication and strategizing as a team became increasingly more important to ensure all employees were meeting departmental standards.
- Collaborated with other departments and teams to achieve organizational goals, fostering teamwork across various functions no matter the task.
- Enhanced relationships with team, peers, and business partners by implementing more efficient processes to aid in faster turn around for verifications.
- Mentored staff members in their career development, sharing knowledge and training from years of experience in the Verification and Reverification departments. Assisted the team with professional development by having regular one on one sessions and conducting performance evaluations for staff to assist with identifying areas of improvement and building new skill sets.
PAR and Senior Patient Account Representative
Fresenius Medical Care
11.2014 - 09.2019
- Assisted leadership by streamlining the revenue cycle process for increased efficiency and timely reimbursements.
- Subject Matter Expert with Insurance Verifications, state nuances, carve outs, and coordination of benefits.
- Managed high-volume accounts, to ensure accurate and prompt payment for the clinics.
- Strengthened relationships with clinic staff across the country to help elicit patient satisfaction and good customer service.
- Formulated strategic plans with peers and leadership to identify areas for improvement requiring immediate patient or customer concerns.
- Reconciled account discrepancies to ensure accurate payments received from both patients and insurance companies.
Dietary Supervisor
Summa Wadsworth Rittman Hospital
11.2005 - 07.2014
- Worked every aspect of the job within the department to ensure highest customer and patient satisfaction from money management, cooking, inventory, administrative responsibilities, patient charting, supervising the entire dietary staff, monitoring food and drug interactions and allergies, patient testing, food delivery, and aiding dietician to ensure the best customer service in all roles within the department.
- Maintained a clean and safe work environment by enforcing strict sanitation guidelines and safety protocols across the department as it was imperative to operate at the highest level of quality for the patients and hospital staff.
- Facilitated communication between the dietary department and other hospital staff to coordinate patient care efficiently by often assisting nursing staff with other duties.
- Increased employee retention through effective cross training, mentoring, and performance evaluations of dietary staff members. Encouraged open dialogue amongst the team to promote a culture of togetherness.
- Acted as a patient advocate by providing education on balanced nutrition, food and drug interactions, and worked closely with the family to ensure alignment when patients were discharged from the hospital.
- Collaborated closely with the Dietician to create specialized diets for patients with specific medical conditions or nutritional requirements.
- Organized training sessions for dietary staff members, addressing critical topics such as food safety, allergies, and nutritional guidelines to foster a safer work environment for the employees and patients.
- Boosted overall patient satisfaction levels due to timely response on special diet requests or modifications by completing in hospital education and follow up after the patient was discharged.
- Participated actively in hiring new employees for the dietary department and managing the staff work schedule.
Education
No Degree - Nursing
Aultman Nursing College
Canton, OH2010
No Degree - Psychology And Nursing
University of Akron
Akron, Ohio2008
Skills
- Team leadership and engagement
- Customer Relationship Management and facilitation
- Time management and dedication
- Effective verbal and written communication
Affiliations
- Co-Lead on Employee Engagement team within Fresenius Revenue Cycle
- Women's Employee Resource Group
Timeline
Verifications Manager
Fresenius Medical Care
08.2021 - Current
Verifications Supervisor
Fresenius Medical Care
09.2019 - 08.2021
PAR and Senior Patient Account Representative
Fresenius Medical Care
11.2014 - 09.2019
Dietary Supervisor
Summa Wadsworth Rittman Hospital
11.2005 - 07.2014
No Degree - Nursing
Aultman Nursing College
No Degree - Psychology And Nursing
University of Akron
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