Jun 2025 – Jan 2026 · 7 mos

• ★ Senior advocate and advisor for Experian Health clients, serving as a strategic partner between our clients and internal teams, to ensure seamless implementation, adoption and optimization of our healthcare technology solutions.
• ★ Collaborate with internal teams including operations, product development, and sales to address client concerns and drive system improvements.
• ★ Focus on advocating for client needs, while resolving technical and operational challenges.
• ★ Governance oversight for the entire implementation delivery, post Go Live Optimization and transition to Relationship Management processes for the largest, high revenue and high-risk clients, to ensure measurable and reportable Client Success and Return on investment. Manage adherence to Client’s Contractual requirements.
• ★ Successfully lead and facilitate meetings with clients, providing agendas, meeting notes, and all follow-ups, to enhance customer satisfaction through proactive engagement.
• ★ Conduct implementation retrospectives to evaluate the effectiveness of the implementation process, identify successes and challenges, and develop actionable insights for continuous improvement.
• ★ Communicate shared learnings with cross-functional teams to ensure alignment and transparency.
• ★ Maintain positive relationships and establish trust across all levels of internal and external stakeholders to drive Client satisfaction across multiple service lines and continuously advocate on behalf of the client.
• ★ Program management of multiple client initiatives, driving operational excellence and measurable outcomes.

May 2022 – May 2025 · 3 yrs

• ★ National Accounts Relationship Manager - partner in building and maintaining trusting relationships with our largest revenue generating customers, with locations throughout the country. Focused on overall satisfaction for assigned multifaceted clients for all implemented products, ensuring overall satisfaction and revenue protection through relationship management, client health monitoring and helping identify account expansion opportunities.
• ★ Produce and execute a comprehensive strategic account plan, across the team’s customer portfolios, showing current state, target future state with timeline and an underlying plan to drive adoption and outcomes leading to renewals, expansion, and advocacy for each customer.
• ★ Maintain relationships with our largest, multi-state, national clients at an operational level, connecting with the client leadership regularly to assist with issue resolution, goals, initiatives, and delivering product enhancements to align with the client’s current needs and future roadmap. Function as Partner Executive Sponsor, fostering relationships with key partner stakeholders as an extension of the sales process and provide oversight for internal operational teams.
• ★ Present Client Business Reviews in tandem with Regional Sales Directors, articulating client successes and ROI, including documenting action items and go forward strategy. Leverage existing best practice workflow strategies that embeds and enhances our products within the client’s workflow. Perform gap analysis and provide change recommendations.
• ★ Actively solicit clients’ responses to the annual NPS/CSAT/KLAS relationship survey to collect insights on clients’ satisfaction and performance improvement opportunities. Accountable to all defined and agreed performance indicators and metrics for assigned client accounts.

Dec 2016 – May 2022 · 5 yrs 5 mos

• ★ Designed, developed, and lead an organizational-wide integrated curriculum framework that includes orientation, onboarding and department specific learning paths based on best practices.
• ★ Designed and lead an effort to provide scalable learning and development programs to include engaging and interactive trainings that incorporate effective adult learning methodologies; leveraging a variety of delivery methods (instructor led onsite, online, self-directed , social learning, webinars, etc.) and practical on the job training (i.e., toolkits, job aides, etc.) for staff in multiple departments and disciplines.
• ★ Partnered with organizational leaders to leverage existing in-house experience and unique institutional knowledge to assess, identify, and implement learning and development opportunities in support of organizational initiatives and allow staff to remain at the forefront of their profession.
• ★ Created and implement development programs that enabled the re-skilling and up-skilling of team members for the purpose of possible upward mobility opportunities.
• ★ Subsequently, implemented a Quality Assurance program, to track metrics and effectively measure, benchmark, and monitor the impact of learning and development strategies (pre- and post-training) .
• ★ Program leader of design, development, operational execution, and technological enhancements projects for Salesforce Service Cloud (- CRM Tools: EH Service Console and Client Facing Customer Community).
• ★ Key Accomplishments: North America – Experian Health Empower Project of Year winner for Standardization and Transformation. Secured Customer Care Effective Green Internal Audit Outcome, Transformed Customer Care data management to a Robust Business Intelligence model, Improved Communication and Collaboration through Data with other Business Partners, Transformed Clients Case Submission to a modern Guided and Prescriptive Case Submission Experience.

Aug 2015 – Oct 2016 · 1 yr 2 mos · Brentwood, TN

• ★ Managed Learning & Development for the front office staff of over 800 physician practices encompassing over $6MM in claims and $1.6B in revenue.
• ★ Monitored completion statistics, measures employee progress against goals, and leads adjustment to training approaches and materials to compensate for areas requiring reinforcement.
• ★ Directed trainers, curriculum developers and instructional designers responsible for building online and instructor-led materials.
• ★ Improved department performance through the identification and resolution of performance gaps, coupled with the development of training strategies and Train the Trainer best practices.
• ★ Ensured employee abilities in Billing and AR systems, provider enrollment processes, leadership training, customer service, billing, and a variety of revenue cycle management applications.

Feb 2014 – Aug 2015 · 1 yr 6 mos · Brentwood, TN

• ★ Oversaw 13 account managers supporting a nationwide network of over 700 physician practices.
• ★ Provided monthly performance reviews submitted to client practice managers, market and division leaders, and directors in physician shared services to provide guidance on employee progress.
• ★ For each practice, defined training needs and supported enrollment into specific educational sessions aligned with the requirements and responsibilities of each office.
• ★ Developed corrective action plans to address deviations from SLA targets.

Nov 2009 – Jan 2014 · 4 yrs 2 mos · Nashville Metropolitan Area

• ★ As the first hired employee, led the establishment of the revenue cycle business office and all associated policies and procedures.
• ★ Engaged in recruitment and hiring to build headcount to 85+ employees engaged in a full array of revenue cycle management functions.
• ★ Managed business operations through sustained growth, from supporting a single surgical center to 30 centers, three laboratories, and 20 anesthesiology providers billing over $200MM. Fully responsible for managing all activities related to maximizing revenue, through in-depth knowledge and understanding of the business operations and decision support systems in a multi-specialty ASC practices with Anesthesia and Lab Services.
• ★ Worked with Accounts Receivable billing and patient statement vendors, assessing and selecting software solutions for revenue cycle management, leading to the implementation of the Amkai Registration, Collections and SSI Medical Billing System.
• ★ Responsible for the overall performance of Accounts Receivables, drove the Revenue Cycle strategy to ensure strong financial outcomes while enhancing patient satisfaction and loyalty. Oversaw patient access, scheduling, pre-certification, patient accounts, financial counseling, billing systems, claims submissions, cash posting, denial management and patient collections. These functions were performed in accordance with all applicable laws and regulations and company philosophy, policies, procedures and standards.

Apr 2007 – Oct 2009 · 2 yrs 6 mos · Nashville Metropolitan Area

• ★ Administered revenue cycle management and billing contracts with healthcare clients, with a focus on driving increases in efficiency and productivity.
• ★ Directed over 200 staff members, team leads, managers, directors, implementation specialists, and trainers.
• ★ Led the consolidation of staff into a single office to reduce space requirements and headcount.
• ★ Supported over 50 hospital accounts generating $60MM in revenue; processed billions of dollars in accounts receivable and effective managed revenue cycles.
• ★ Served a key business development role, presenting value propositions to clients and illustrating how the company could meet customer needs.

Jan 2002 – Mar 2007 · 5 yrs 2 mos · Las Vegas Metropolitan Area

• Held the following leadership titles while at HCA - Hospital Division – Revenue Cycle Business Office:
• ★ DENIAL MANAGEMENT AND APPEALS DIRECTOR: Responsible for overseeing the development, implementation, and maintenance of denial management processes and quality assurance initiatives. Ensuring that the HCA Denials Management operations adhere to industry standards and internal best practices.
• ★ PAYER RELATIONS AND CONTRACT ANALYSIS DIRECTOR: Developed strong working relationships with key representatives for each payor in CA, NV, AZ, ID, AK and UT markets, and worked with those contacts and market leadership to drive month-over-month agendas that prioritize payor objectives as a key component of risk execution and claims issues resolution.
• ★ VENDOR MANAGEMENT DIRECTOR: Responsible for tasks such as selecting vendor partners, negotiating contracts, monitoring performance, and mitigating risks. Built strong partnerships with the vendors to help optimize their services, ensure compliance, and achieve overall business success at a high return on investment.