Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Emily Goodwin

Charlotte

Summary

Dynamic Program Manager with a proven track record at Cencora, excelling in quality improvement and client relationship management. Spearheaded initiatives that enhanced operational efficiency and drove performance metrics, resulting in a 30% increase in quality. Adept at cross-functional collaboration and process optimization, fostering a culture of continuous improvement.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Program Manager

Cencora
Fort Mill
10.2023 - Current
  • Ensure program operations align with contractual obligations by providing day-to-day guidance to team members and monitoring compliance with policies and procedures, resulting in improved quality standards.
  • Drive program performance by establishing clear performance metrics and goals, providing ongoing coaching and feedback to enhance team effectiveness and drive the development of team members.
  • Conduct formal and informal feedback discussions, including yearly performance reviews, fostering a culture of continuous improvement and professional development.
  • Analyze quality and performance reports for trends, implementing process improvements that enhanced operational efficiency.
  • Manage the resolution of client issues, maintaining strong client relationships through proactive communication and follow-up.
  • Collaborate across various groups on program projects ensuring successful outcomes.
  • Translated and executed organizational strategies for assigned goals, aligning team efforts with business objectives.

Special Projects Liaison

Cencora
Fort Mill
06.2019 - 10.2023
  • Responsible for overall project delivery, ensuring projects met key milestones and deliverables.
  • Removed obstacles on multiple concurrent projects and determined the best approach for execution.
  • Partnered with client accounts to execute operational projects aligned with business processes and goals.
  • Communicated program contract obligations to meet project performance.
  • Provided reliable communication to internal teams, project stakeholders, external vendors, and customers regarding project status.
  • Identified innovative solutions to enhance current service and streamline processes.
  • Trained and managed 250 contingent associates for annual reverification of benefits.

Quality Analyst

Cencora
Fort Mill
06.2017 - 06.2019
  • Evaluated program quality performance and trends to optimize customer service journey effectiveness and process efficiency.
  • Monitored program quality metrics and lead strategic quality improvement efforts.
  • Utilized data trends to forecast quality improvement opportunities and recommend operational improvements.
  • Investigated root causes of quality score issues and implemented processes to drive solutions, increasing quality by 30%.
  • Provided one-on-one coaching to associates to improve work and call quality.

Senior Remittance Specialist

Cencora
Fort Mill
07.2013 - 06.2017
  • Managed day-to-day claims and remittance operations.
  • Created electronic remittance lockboxes for receivables and managed financial totals for month-end reconciliation.
  • Developed SOPs and JAIDs to assist remittance staff.
  • Communicated effectively with clients and senior management.
  • Performed inquiries with payers to confirm payment information and resubmitted claims as necessary.
  • Maintained daily electronic filing of processed correspondence for appeals.

Coding and Reimbursement Specialist I

Atrium Healthcare
Charlotte
02.2011 - 07.2013
  • Completed ED facility coding for four Atrium facilities.
  • Reviewed provider documentation through various billing systems to ensure accuracy in CPT and HCPCS codes, ICD-9 diagnoses, and modifiers.

Senior Reimbursement Specialist

Gentiva Health Services
Charlotte
02.2003 - 02.2011
  • Served as the single point of contact for seven Home Health Offices in North Carolina with over $12 million in combined annual revenue.
  • Managed assigned accounts, including the resolution of denials and routine collection calls on outstanding balances.
  • Prepared bi-weekly reports outlining aged balances and performed follow-up collection efforts.

Skills

  • Program management
  • Quality improvement
  • Performance metrics
  • Client relationship management
  • Process optimization
  • Cross-functional collaboration

Certification

Lean Six Sigma Green Belt

Timeline

Program Manager

Cencora
10.2023 - Current

Special Projects Liaison

Cencora
06.2019 - 10.2023

Quality Analyst

Cencora
06.2017 - 06.2019

Senior Remittance Specialist

Cencora
07.2013 - 06.2017

Coding and Reimbursement Specialist I

Atrium Healthcare
02.2011 - 07.2013

Senior Reimbursement Specialist

Gentiva Health Services
02.2003 - 02.2011
Emily Goodwin