Susan Hanson-Haywood
Wildwood,MO
Summary
Over 20 years of experience in all aspects of Revenue Cycle Management. Consistently recognized for performance, excellence and contributions to success.
Overview
34
34
years of professional experience
Work History
Executive Director of Operations
ATR
Chesterfield, Missouri
11.2020 - Current
- Collected and interpreted key metrics to determine which programs met desired outcomes or required further streamlining for success.
- Oversee 22 clinics with an average of 5,000 claims per week
- Run billing - claims, denials, rejections and AR -following all metrics to ensure timely billing and AR follow up
- Lead teams of 15-35 employees in billing and front office
Senior Client Manager
NextGen Healthcare Information Systems LLC
St. Louis, Missouri
04.2018 - 05.2020
- Utilized a variety of reporting tools and dashboards to generate client revenue and internal intelligence reports. Managed client financials for large and small practices, managing up to $100 Million annually.
- Liaised with leadership team to support strategic opportunities and align cross-functional resources with delivery.
- Used KPI strategies to promote exceptional customer service.
- Educated and worked with clients on KPI's to find accurate solutions.
- Managed quality assurance program, including on-site evaluations, internal audits and customers.
- Resolved concerns or issues, improved operations and provided exceptional client support.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs. Trusted advisor for clients.
- Recorded concerns, actions taken, issues resolved and reporting to effectively manage customer accounts.
- Performed forecasting to identify potential issues.
Director of Operations
National Medical Billing Services
Chesterfield, MO
08.2013 - Current
- Led various teams of 20 - 120 employees- Client Management, Coding, Charge Posting, Claims, Payment Posting and Patient Accounts.
- Developed new process for employee evaluation which resulted in marked performance improvements.
- Responsible for the management, servicing and profitability of assigned clients. Function as an account executive and as the primary liaison. Coached and developed client services team. Maintained open and ongoing communications with the executive team and operations related to operational activity, client satisfaction and client issues.
- Engaged in regular client interaction via e-mail, conference calls and in-person visits to ensure customer satisfaction. Interface with assigned client service staff to ensure the appropriate preparation, analysis and presentation of all client deliverables ensuring their accuracy and overall quality. Monitored and analyzed KPIs. Implemented changes to improve performance. Identify potential problems with client accounts before they occur and works to eliminate future occurrences. Monitor, evaluate and report on billing effectiveness/cash flow and make recommendations to increase productivity and profitability. Remained current on payment trends and coding and payer requirement changes. Act upon variances to explain, correct or enact desired process improvements. Develop collaborative relationships across multiple departments in order to accomplish client account goals. Generate client ad hoc reports.
- Managed team to handle large volume of inbound and outbound calls, follow communication scripts, and act as a liaison between the company, the facility and patients.
Practice Administrator/Business Coordinator
MVPSmiles
Gaithersburg, MD
10.2012 - 08.2013
- Managed office of 2 Pedodontists, 1 General Dentist, 1 Orthodontist, 3 dental assistants , 2 hygienists and front desk staff - scheduling, pre-authorizations, billing, payroll, HR, created emergency protocols, A/P, A/R, staffing, implemented office policies and procedures.
Practice Administrator
Blank & Schwartz Dental Associates
Rockville, MD
04.2004 - 03.2011
- Managed large multi-specialty practice. Scheduling, ordering supplies, pre-authorizations, billing, payroll, HR, created emergency protocols, A/P, A/R, . Designed and implemented office policies and procedures. Set provider and employee goals. Negotiated all contracts.
Insurance- Director Of Claims
MAMSI
Rockville, MD
01.1990 - 04.2002
- Director of Claims - managed a staff of 120 employees, processing all claim types (Inpatient Hospital, Outpatient Hospital, ASC, PT, Office, ) .
Volunteer Counselor
Victim Assistance and Sexual Assault Program (VASAP)
Rockville, MD
05.2007 - 03.2013
- Worked directly with County and State police and victims. Connected clients with community service and resource agencies during times of crisis.
Skills
- Amkai
- Eclinical
- Allscripts
- Lytec
- Softdent
- Orthotrac
- Powerpoint
- Whitespace
- HST
- Eaglesoft
- Dentrix
- WebPT
- Amber
- Therabill
- Microsoft Office Excel
- Microsoft Outlook
- Word
- Nextgen
- Mathematical Calculation and Reasoning
- Assignment Delegation
- Goal Setting
- Staff Scheduling
Timeline
Executive Director of Operations
ATR
11.2020 - Current
Senior Client Manager
NextGen Healthcare Information Systems LLC
04.2018 - 05.2020
Director of Operations
National Medical Billing Services
08.2013 - Current
Practice Administrator/Business Coordinator
MVPSmiles
10.2012 - 08.2013
Volunteer Counselor
Victim Assistance and Sexual Assault Program (VASAP)
05.2007 - 03.2013
Practice Administrator
Blank & Schwartz Dental Associates
04.2004 - 03.2011
Insurance- Director Of Claims
MAMSI
01.1990 - 04.2002