Theresa McCloskey
Healthcare Revenue Cycle Management
Huffman,TX
Summary
Dynamic professional with extensive experience at Firstsource Solutions, excelling in project management and customer relationship management. Proven track record in optimizing workflows and ensuring regulatory compliance, leading to enhanced service delivery. Adept at risk evaluation and fostering team collaboration, driving significant improvements in operational efficiency and client satisfaction.
Overview
31
31
years of professional experience
Work History
Manager of Client Services
Firstsource Solutions
Dallas
07.1998 - Current
- Ensured compliance with company policies and standards while delivering services.
- Organized training sessions for new hires to enhance product knowledge and service delivery.
- Identified process optimization opportunities and developed action plans for efficiency improvements.
- Provided expert guidance on complex technical issues related to product deployment.
- Conducted quality assurance checks on work produced by Client Services Team.
- Facilitated communication between internal teams and external clients through various channels.
- Eighty-five percent travel to assist with new hires on-the-job training.
- Designed training resources for offshore teams
Project Manager/Trainer
The MASH Program/Firstsource
Dallas
01.2013 - 12.2020
- Developed and maintained project plans and timelines for a new, proprietary software.
- Supported new implementations with hiring and training staff on-site.
- Setting up new offices with equipment, and working with IT to set up site-to-site connectivity.
- Coordinated resources across multiple departments and teams as needed for successful completion of projects.
- Maintained records of all documents related to each project, including contracts and data specifications.
- Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
- Identified risks associated with each project and developed strategies for mitigating those risks.
- Managed multiple projects with competing deadlines simultaneously.
- Modified project plans when needed to better align with organizational objectives.
- Formed and supervised team to aid in creating state program manuals and deliver onsite training
- 85% travel
HR Generalist
Pappas Restaurants Inc.
Houston
12.2009 - 12.2011
- Collaborated with internal stakeholders to ensure effective communication between departments.
- Investigated complaints of discrimination or harassment within the workplace.
- Provided guidance to managers on employee relations issues.
- Established and maintained trusted relationships around organization to optimize business and employee experience.
- Maintained employee records in compliance with federal and state laws, ensuring accuracy and confidentiality.
- Partnered with senior HR team to communicate company standards and policies.
- Advised management and staff on labor laws and HR policies, reducing legal risks and ensuring regulatory compliance.
- Conducted workplace investigations to address allegations of harassment or discrimination, ensuring a safe work environment.
Regional Field Operations Manager
The MASH Program/Firstsource
Dallas
01.2001 - 12.2009
- Conducted research on health insurance policies to ensure compliance with laws and regulations.
- Managed regional operations for several large hospitals in the South Central Region.
- Maintained a high level of professionalism when interacting with customers or vendors in person or over phone and email communication.
- I traveled and conducted regular in-person meetings with the Revenue Cycle Management Team to discuss performance and maintain relationships with all of our customers in the region.
- Collaborated closely with Human Resources department on matters related to employee relations.
- Hired talented, trainable team members, and drove new business strategies to grow revenues.
- Reviewed completed work to verify consistency, quality, and conformance.
- Created and managed budgets for travel, and training.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Patient Advocate
The MASH Program/ Firstsource Solutions
Dallas
07.1998 - 01.2001
- Screened patients to determine eligibility for multi-state, local, and federal assistance programs.
- Assisted with the completion of paperwork and online applications for government assistance to cover unpaid medical bills.
- Advised on available resources, such as financial assistance programs, when they did not qualify.
- Worked with patients to appeal unfavorable decisions at both the state and federal levels, up to the Hearing level.
- Managed database of patient information and frequently used computerized systems to track details.
- Applied HIPAA privacy and security regulations while handling patient information.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
Restaurant Manager
Pappas Seafood House
Houston
01.1994 - 02.1998
- Provided leadership and guidance to team members in order to achieve organizational objectives and guest satisfaction.
- Fostered an environment that encourages teamwork among staff members.
- Resolved customer complaints promptly and courteously.
- Assigned tasks to staff members, monitored performance, and provided feedback.
- Directed and coordinated the daily operations of the restaurant floor.
- Maintained a high level of customer service throughout the restaurant.
- Organized staff schedules to ensure adequate coverage during peak hours.
- Supervised day-to-day activities of front-of-house staff including servers, bartenders, and bussers.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Worked in close collaboration with team members to ensure customers received high-quality service.
Education
Houston Community College
Houston, TXSkills
- Project management
- Risk evaluation
- Workflow optimization
- Quality assurance
- Regulatory compliance
- Customer relationship management
Languages
Spanish
Limited
Affiliations
- Travel
- Outdoor Activities
- Running
- Yoga
References
References available upon request.
Timeline
Project Manager/Trainer
The MASH Program/Firstsource
01.2013 - 12.2020
HR Generalist
Pappas Restaurants Inc.
12.2009 - 12.2011
Regional Field Operations Manager
The MASH Program/Firstsource
01.2001 - 12.2009
Manager of Client Services
Firstsource Solutions
07.1998 - Current
Patient Advocate
The MASH Program/ Firstsource Solutions
07.1998 - 01.2001
Restaurant Manager
Pappas Seafood House
01.1994 - 02.1998
Houston Community College
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