Xhulja Mulla
Coconut Creek,FL
Summary
Dynamic and results-oriented Customer Success Manager with more than five years of experience driving client satisfaction and success within the healthcare sector. Proven track record of building strong relationships with healthcare organizations, understanding their unique needs, and delivering tailored solutions to optimize product utilization and achieve business objectives. Adept at collaborating cross-functionally to advocate for clients, drive service enhancements, and ensure seamless implementation and onboarding processes. Skilled in analyzing data, identifying opportunities for growth, and providing strategic guidance to maximize the value of healthcare solutions. Committed to delivering exceptional customer experiences and driving long-term partnerships that drive mutual success in the dynamic healthcare landscape. Extensive knowledge in both independent lab space of various panels and testing along with providing management skills for specialty groups that have contributed to the diverse experience over the years.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Success Manager
AIMA
08.2022 - Current
- Spearheaded successful implementation and onboarding process for more than 15 healthcare clients, ensuring seamless integration and optimal utilization of full service billing procedures both on front and back end that range from smaller scale to multi-million dollar volumes monthly.
- Collaborated cross-functionally with sales, product development, and customer support teams to address client needs and drive service enhancements, resulting in high customer satisfaction ratings.
- Developed and executed personalized success plans for each client, aligning with their unique objectives and KPIs, resulting in 95% increase in service adoption and retention rates.
- Conducted regular health checks and performance reviews with key stakeholders to identify opportunities for upselling for additional services, expansion, and risk mitigation by leading monthly business reviews and executive meetings to showcase ROI, address challenges, and foster long-term partnerships.
- Extensive knowledge of compliance, coding and other billing requirements that contribute to strategic planning of client growth.
Medical Billing Specialist
Advanced Recovery Systems
12.2020 - 08.2022
- Managed end-to-end billing processes for caseload of more than 30 healthcare providers, including claim submission, payment posting, and denial management, resulting in higher increase in revenue collection.
- Conducted thorough reviews of patient records and encounter forms to ensure accurate coding and billing in compliance with HIPAA and other regulatory guidelines.
- Implemented process improvements and workflow optimizations, such as electronic claims submission and automated payment posting, resulting in reduction in billing errors and cycle time.
- Provided training and support to staff members on coding updates, billing software usage, and compliance requirements to enhance team performance and efficiency.
Education
Bachelor of Science - Business Administration And Management
Colorado State University
Fort Collins, CO12.2020
Skills
- Customer relationship and feedback management
- Cross functional collaboration
- Training and onboarding
- Negotiation and conflict resolution
- Project management in various scales and time frames
- Strategic planning and product / service utilization
- Process improvement and implementation through analyzing KPIs
- Organizational and leadership skills
- Data collection and reporting to provide analysis and insight on the health of customer life- cycle
- Education and training for both professionally and for customer portfolio
Certification
Google Project Management Certification, 2020
Timeline
Customer Success Manager
AIMA
08.2022 - Current
Medical Billing Specialist
Advanced Recovery Systems
12.2020 - 08.2022
Bachelor of Science - Business Administration And Management
Colorado State University
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