SHAWANNA MARTIN
Wilson,NC
Summary
Strategic and results-driven Operations Manager with over a decade of progressive leadership experience in healthcare revenue cycle management, third-party billing, and MVA/WC claims. Expertise in leading high-performing teams and managing complex client relationships while consistently streamlining workflows to enhance efficiency. A proven track record of strengthening financial outcomes and driving operational excellence across multi-site environments underscores a commitment to delivering exceptional results. Passionate about leveraging skills to foster innovation and optimize performance in dynamic settings.
Overview
12
12
years of professional experience
Work History
MVA/WC Operations Supervisor
First Financial Asset Management Inc
09.2022 - Current
- Interim MVA/WC Operations Director March 2025-Present
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Implemented process improvements that reduced turnaround time for client service requests.
- Handle high-complexity and fraudulent case reviews requiring expert analysis.
- Coordinated cross-departmental communication to ensure alignment on operational goals.
- Developed training materials and conducted sessions to elevate team skill sets and knowledge.
- Trained and mentored staff on best practices for coding compliance and claims processing accuracy.
- Oversaw resource allocation, ensuring optimal usage of assets and personnel for project success.
- Developed performance metrics to evaluate team effectiveness and drive continuous improvement initiatives.
- Implemented technology solutions that automated workflows and increased operational transparency.
- Directed revenue cycle operations to optimize billing and collections processes.
- Analyzed financial reports to identify trends and implement strategic improvements.
- Led cross-functional teams to enhance patient account management efficiency.
- Streamlined workflows to minimize claim rejections and maximize reimbursement rates from insurance providers.
- Established strong relationships with payers, improving communication and resolving disputes more effectively.
- Served as a liaison between the organization''s leadership team members and payers during contract negotiations, securing favorable terms for reimbursement rates.
- Negotiated with insurance companies to maximize reimbursements, ensuring financial stability for healthcare facility.
- Reduced days in accounts receivable by implementing more efficient follow-up procedures with payers.
Regional Operations Manager
Accelerated Claims Inc
06.2015 - 12.2020
- Streamlined operational processes to enhance efficiency and reduce turnaround times across regional teams.
- Led cross-functional teams to implement strategic initiatives that improved service delivery standards.
- Devised and executed training plans for new and existing staff to support competency and compliance.
- Oversaw multiple facility expansions, ensuring timely completion within budget constraints.
- Developed strong relationships with key stakeholders, ensuring continued business success.
- Managed resource allocation effectively to optimize workflow and meet project deadlines consistently.
- Analyzed performance metrics, identifying trends and areas for improvement within operations.
- Facilitated communication between departments, fostering collaboration and enhancing overall operational effectiveness.
- Coordinated with other regional managers to share best practices, streamline processes, and improve overall organizational effectiveness.
- Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
- Enhanced client satisfaction through effective communication and problem-solving strategies.
- Traveled to over 4 locations per week to manage each team and perform reviews of individual team leads and employees.
- Managed a team of diverse employees, fostering a positive work environment that encouraged collaboration and professional growth.
- Led weekly meetings with regional staff to review progress, address challenges and drive timely task completion.
- Managed budgets and financial reporting for the region, providing accurate forecasts and identifying areas for potential savings.
Team Lead
Team Lead
09.2014 - 06.2015
- Led two billing teams ensuring claim accuracy, timeliness, and workflow compliance.
- Provided coaching, training, and daily operational oversight.
- Supported client relationship management and escalated issue resolution.
- Led team in achieving operational goals, ensuring workflow efficiency and productivity.
- Conducted performance evaluations, providing constructive feedback and guidance for improvement.
- Coordinated cross-functional collaboration to optimize resource allocation and project outcomes.
- Monitored key performance indicators, identifying areas for operational enhancement and strategic adjustments.
- Trained new team members by relaying information on company procedures..
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Mentored junior staff, fostering skill development and enhancing team performance.
Patient Counselor
Patient Counselor
06.2014 - 09.2014
- Interviewed patients in emergency settings and performed insurance investigations.
- Handled HIPAA-compliant data entry and billing support functions.
- Guided patients through billing processes.
- Coordinated with insurance providers and attorneys to resolve discrepancies and ensure timely payments
- Streamlined documentation processes to improve efficiency and reduce processing times
- Managed accounts receivable processes to ensure timely collections and reduce outstanding balances.
Education
Associate of Applied Science - Health Information Technology
01.2013
- Dean's List: Spring 2010, Fall 2010, Spring 2011, Summer 2011, Fall 2011, Spring 2012, Spring 2013, Summer 2013, Fall 2013
- 3.8 GPA
- Alpha Sigma Lambda Honor Society Member
Skills
- Revenue cycle optimization and Billing cycle expertise
- Client engagement and contract oversight
- Process Optimization & Workflow Development
- Accounts receivable management
- KPI analysis and reporting
- Engagement with executives for project alignment
- Knowledge of CPT, ICD-10, and HIPAA regulations
- Healthcare information systems expertise
- Efficient management of large-scale operations
- Advanced negotiation techniques
- System implementation expertise
- Performance monitoring
- Staff supervision, Task delegation, and Employee development
- Account monitoring
- Operational efficiency
- Strategic planning and execution
- Process improvement
- Client relations
Timeline
MVA/WC Operations Supervisor - First Financial Asset Management Inc
09.2022 - Current
Regional Operations Manager - Accelerated Claims Inc
06.2015 - 12.2020
Team Lead - Team Lead
09.2014 - 06.2015
Patient Counselor - Patient Counselor
06.2014 - 09.2014
DeVry University - Associate of Applied Science, Health Information Technology