Yvette Kleckner
Quinlan,TX
Summary
Personable and dedicated revenue cycle leader with extensive experience in the healthcare industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Revenue Cycle Operations Manager
Steward Healthcare LLC
Richardson, TX
08.2023 - Current
- Developed and implemented operational procedures to meet quality standards.
- Achieved optimization of processes, team productivity, and customer satisfaction.
- Provided guidance, training, and support to operations staff in order to meet company objectives.
- Analyzed daily reports to identify trends in production performance metrics.
- Regularly reviewed policies and procedures to identify areas for continuous improvement.
- Managed staffing needs by handling recruitment, selection, onboarding, training and implementing disciplinary actions when required.
- Maintained high productivity levels and adherence to quality guidelines by effectively managing the daily workflow of employees.
- Implemented strategies to motivate and evaluate staff, resulting in improved performance and goal attainment.
- Presented performance and productivity reports to supervisors.
- Established guidelines through the creation of a thorough company handbook.
- Engaged customers through exceptional verbal skills to assess needs and requirements effectively.
Senior Client Success Manager
Health Catalyst
Salt Lake City, UT
01.2020 - 06.2023
- Managed client relationships, providing trustworthy advice to enhance workflow efficiency and product integration.
- Effectively managed client communication, conflict resolution, and compliance with deliverables.
- Partnered with growth team to devise account plans, facilitate renewals, and formulate cross-selling strategies.
- Collaborated with Client Success, Product Support, Project Management, and Implementation teams to stay informed about ongoing issues and projects, anticipating potential risks and opportunities.
- Contributed towards the development of newly hired employees by offering leadership, insight and mentoring for a comprehensive understanding of diverse company programs.
- Implemented strategies for organizing team events aimed at fostering a pleasant workplace culture.
- Conducted thorough assessments of all major project outputs, ensuring adherence to quality standards and client requirements.
- Effectively communicated client goals and interests to internal stakeholders while managing client expectations.
- Maintained an in-depth understanding of organizational product & service offerings to effectively showcase expert product features, functions, and articulate the value proposition to clients.
- Achieved efficient completion of client reports, executive business reviews, and all other reporting.
- Facilitated client engagement through onsite business reviews, training sessions, and meetings.
- Oversaw vital client interactions, facilitating the completion of strategic opportunities.
- Successfully communicated the value of product features and benefits to resolve customer concerns.
- Implemented training programs for new employees to enhance productivity, accuracy, and customer satisfaction.
- Engaged directly with clients to drive resolution of customer escalations.
- Monitored KPIs in order to evaluate customer engagement.
- Collaborated with cross-functional teams to establish customer success programs.
- Provided timely assistance to users experiencing difficulties with computer software or hardware operation.
- Collected, analyzed and reported on data for use in operational planning.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Stayed updated on the latest healthcare industry trends.
Patient Account Supervisor
Conifer Healthcare Solutions
Frisco, TX
12.2016 - 01.2020
- Assisted with the team growth, mentoring, developmental growth, and disciplinary actions of ten-plus employees.
- Responsible for payroll and work effort productivity.
- Led client Director of Revenue Analysis (DRA) strategy calls regarding inventory, cash, and aging goals.
- Provide weekly/monthly reports to internal leadership regarding inventory, cash, and aging metrics.
- Employee feedback, production, team engagement, one-on-ones, and performance management.
- Monitor resource utilization; e.g., overtime, PTO, scheduling, etc.
- Effectively managed priorities in a dynamic environment; e.g., meetings, employee oversight, and personal territory/inventory responsibilities.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Recruited, interviewed and selected employees to fill vacant roles.
- Researched and prepared reports required by management or governmental agencies.
- Interpreted and explained work procedures and policies to brief staff.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Resolved customer complaints or answered customers' questions.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality and conformance.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
Lead Patient Account Representative
Conifer Health Solutions, Value-Based Care
Frisco, TX
07.2014 - 12.2016
- Responsible for staff and new hire mentoring, coaching, and training.
- Created and maintained quality assurance (QA) guidelines for the department.
- Provide weekly/monthly reports to internal leadership regarding inventory, cash, and aging metrics.
- Developed curriculums and conducted new employee training on proprietary software, tools, and inter-departmental processes.
- Supported staff and leadership with complex client and internal initiatives.
- Personally responsible for the daily efforts of high-dollar inventory and the production completion of absentee or backlogged staff.
- Drive day-to-day projects efforts assigned by leadership while providing status updates accordingly.
- Collaborated with relevant parties to resolve billing issues, insurance claims and patient payments.
- Contacted insurance companies to check status of claim payments.
- Reviewed flagged items daily and resolved issues.
- Reached out to patients once insurance was billed in order to obtain payments due.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Maintained positive working relationship with fellow staff and management.
Education
Pima Community College
Skills
- Client Education
- Risk Mitigation
- Customer service and support
- Project Management
- Client Relationship Management
- Key Performance Indicators
- Stakeholder relationships
- Client liaison and advocacy
- Troubleshooting
- Business growth management
- Upselling strategies
Languages
Spanish
Professional
References
References available upon request.
Timeline
Revenue Cycle Operations Manager
Steward Healthcare LLC
08.2023 - Current
Senior Client Success Manager
Health Catalyst
01.2020 - 06.2023
Patient Account Supervisor
Conifer Healthcare Solutions
12.2016 - 01.2020
Lead Patient Account Representative
Conifer Health Solutions, Value-Based Care
07.2014 - 12.2016
Pima Community College
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