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
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