N a t a l i e E . W e l l s

1641 NC Highway 801 South, Advance, NC 27006 • 336-906-2021 • natalie.e.wells@hotmail.com

Professional Summary

Skilled at managing multiple, diverse teams within the healthcare revenue cycle management industry. Proven success in balancing the operational demands and requirements of a growing business while exceeding client expectations. Experienced in offshore project management, training, and process

implementation. Ambitious, yet realistic planner with a dedication to research, quality, and process improvement.

PROFESSIONAL EXPERIENCE

EMS Management & Consultants, Inc. • Winston-Salem, NC 27103 • November 2005-Present Director of Revenue Cycle Management (January 2014-Present)

Direct a team of 3 Revenue Cycle Managers who are responsible for 23 employees and a book of business with over 400,000 annual claims processed. The Revenue Cycle Managers are responsible for the performance of onshore and offshore teams as it relates to pre-billing processes, billing and submission processes, as well as all related claim follow-up activities, and overall account performance.

Ensure all revenue cycle client reporting is complete, accurate, appropriate and delivered and presented on time, as well as ensuring success for all aspects of assigned new client start-up processes after initial deployment.

Key player in leading 53 revenue cycle employees through a complete restructuring Selected to travel to India to implement process improvement initiatives with offshore BPO vendors Served as project manager to convert over 200 clients to a more robust FTP system Served as project manager to refine and improve company Payment Processing Department,

implementing lean initiatives Constantly seeking the development of technological or process advancements that could facilitate

improving work flow efficiencies and reimbursement results. This includes working with the VP of Operations and CIO, to ensure the rapid deployment of operational advancement through analysis of KPI data.

Manager of Client Development & Billing Manager (March 2011-January 2014)

Managed the day to day operations of the Claims Management Department, Claims Data Processing Department, and Client Relations Department which included directing and developing a leadership team of Supervisors, Team Leads, and Strategic Account Managers.

Selected as the company's first Billing Manager

Selected to travel to India to conduct alignment and training sessions for 20 offshore Claims Management Specialists

Served as SME in ambulance billing for our Training, Quality, Compliance, and Sales Teams.

Collaborated with other Managers and leaders in process improvement initiatives, calibration exercises, staffing decisions, and client requests and projects.

Billing Supervisor-Alpha Team (March 2010-March 2011)

Supervised the day to day billing operations of the Alpha Team - one of three teams within the Claims Management Department.

Served as project manager to develop and implement a new compliance billing signature process for the company.

Ensured the SLAs for all clients were adhered to, while maintaining a three day claims processing turnaround time for all clients on the Alpha Team.

Served as a SME for the Training and Quality teams.

Ensured all employees were meeting department requirements for production and quality by conducting bi-weekly performance reviews.

Quality Supervisor-Continuous Improvement Department (September 2009-March 2010)

Supervised the day to day auditing duties of the Quality Team which included managing and developing a team Training Specialists responsible for all quality processes within the company.

Performed weekly quality audits for all nine Training Specialists to ensure consistency and uniformity of training methods.

Created, reviewed, updated, and maintained all resource and training documents used within the Training and Claims Management Departments.

Ensured all employees were meeting department requirements for production and quality by conducting bi-weekly performance reviews.

Training Liaison (October 2008-September 2009)

Trained all newly hired employees – hourly and salaried – on the ambulance billing process and life cycle of a claim within our company.

Selected as the company's first Training Liaison, solely responsible for all new hire education.

Served as project manager to overhaul the main billing resource document utilized by the entire company.

Key SME in the development of SOPs and Job-Aids for every department within the company.

Ensured successful employee transition from new hire orientation to permanent departments and positions.

Billing Department Supervisor (December 2006-October 2008)

Supervised the day to day billing operations of the Billing Department which included directing and developing a leadership team of 3 Team Leads who managed 54 total employees.

Entered incoming daily receipts/workflows into an inventory system and then logged out the work produced at the end of the day.

Ensured all employees were meeting department requirements for production and quality by conducting bi-weekly performance reviews.

Billing Specialist (November 2005-December 2006)

Processed incoming ambulance claims while adhering to all local and federal compliance guidelines, as well as established client specifications.

Maintained department requirements for quality and productivity each week.

Attended all continuous education classes and training provided by the company.

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CorVel Corporation • Charlotte, NC 28277 • October 2004-March 2005

Claims Processor

Worked with a team of employees, contracted by a local client, to process workers compensation claims onsite.

Maintained required quality and productivity levels while processing claims for the contracted client.

Maintained all SLAs for the contracted client, as well as their clients.

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Henredon Furniture • High Point, NC 27262 • April 2004-September 2004

Customer Service Specialist

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Best Buy • Greensboro, NC 27407 • November 2003-March 2004

Home Theater Sales Associate________________________________________________________________________________

Circuit City • Greenville, NC 27834 • October 2000-June 2003

Small Office/Home Office Sales Associate

EDUCATION

University of North Carolina at Greensboro • Greensboro, NC 27412 • August 2003-May 2004

Worked towards Bachelor of Science in History

Accomplishments Included: Maintained 3.4 GPA while working full time off campus

East Carolina University • Greenville, NC 27834 • August 2000-May 2003

Worked towards Bachelor of Science in History

Accomplishments Included: Completed first three years of undergraduate degree study while working full time

Awarded Dean’s list multiple semesters

Final semester maintained 4.0 GPA