Summary
Overview
Work History
Education
Skills
Certification
References
Accomplishments
Websites
References
Timeline
Generic

Jonathan Coppage

Cary

Summary

Healthcare operations and training professional with 15+ years of leadership experience in process optimization, cross-functional team development, and performance management in regulated environments. Expertise in Lean Six Sigma methodologies, training program design, and strategic resource allocation. Track record of reducing operational inefficiencies, improving quality assurance, increasing productivity, and driving measurable ROI. Adept at leading high-performing teams, developing SOPs, and managing large-scale projects in fast-paced healthcare and insurance settings.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Supervisor, Denials and Appeals

Natera Inc.
Austin-Remote
07.2024 - Current
  • Lead and supervise a team of Revenue Cycle Analysts and Specialists, ensuring consistent performance in insurance discovery, claims processing, denial management, and revenue recovery.
  • Monitor production and quality metrics, achieving performance goals and maintaining high accuracy in third-party payer billing information.
  • Collaborate cross-functionally with internal departments to support the full revenue cycle—from insurance verification to final collections—improving process efficiency and financial outcomes.
  • Provide onboarding and comprehensive training to new hires; ensure ongoing education for current staff through updated standard operating procedures and continued skills development.
  • Serve as a key escalation point for issue resolution, addressing internal and external concerns while enforcing compliance with departmental policies and procedures.
  • Deliver regular reports and complete projects on schedule to support operational transparency and performance tracking.
  • Support hiring decisions, conduct performance evaluations, and provide constructive feedback and coaching to foster team development and accountability.
  • Maintain compliance with healthcare regulations, including limited access to PCI and PHI data, ensuring secure handling in accordance with organizational protocols.
  • Utilize tools such as Microsoft Office Suite, Google Workspace, and PowerBI to analyze payment trends, identify denial root causes, and inform strategic improvements.
  • Demonstrate strong knowledge of healthcare reimbursement, payer policies, eligibility, and claims lifecycle management.

Operations Manager, Patient Access & Healthcare Services

Biologics by McKesson
Cary
04.2016 - 03.2024
  • Led operations for Patient Access, Resolution, and Distribution teams; oversaw 20+ FTEs including supervisors and team leads.
  • Implemented a performance metric system that increased productivity by 40% and reduced error rate from 8 PPM to 2 PPM.
  • Designed and launched assignment workflow systems that cut duplicative efforts and reduced unassigned tasks by 30%+.
  • Built and scaled a triage intake model that decreased WIP duration from 7 days to under 2 days.
  • Spearheaded customer experience improvements by optimizing call routing and meeting 100% of KPI targets across multiple channels.
  • Led cross-functional collaboration with legal, compliance, pharmacy, IT, finance, and executive leadership to improve service delivery.
  • Directed the creation and maintenance of all SOPs, job aids, and training documentation in accordance with state/federal regulations.
  • Transitioned team productivity metrics from daily quotas to hourly benchmarks, leading to an 80-90% increase in daily output.
  • Managed talent lifecycle operations: recruitment, onboarding, coaching, performance reviews, and terminations.
  • Conducted trend and gap analysis to create corrective action plans that aligned team strengths with KPI objectives.

National Learning & Development Facilitator

Humana Insurance
Raleigh
09.2007 - 04.2016
  • Delivered onboarding, compliance, and product training across three training sites, supporting over 400+ associates annually.
  • Enhanced agent performance metrics: reduced absenteeism by 30%, increased quality scores by 57%, and decreased hold times by 30+ seconds.
  • Managed scheduling, performance tracking, and escalations for Medicare, Commercial, and Specialty Pharmacy programs.
  • Processed $700K+ in payroll annually, maintaining accurate data and adhering to budget controls.
  • Customized training modules to improve agent comprehension, resulting in faster time-to-proficiency and higher retention.

Education

Bachelor of Science - Special Education & Interdisciplinary Studies

Liberty University

Skills

  • Process Optimization & Workflow Reengineering
  • Lean Six Sigma Green Belt Certified
  • Healthcare Revenue Cycle Management
  • SOP & Policy Development
  • Training Program Design & Facilitation
  • Cross-Functional Team Leadership
  • Operational KPIs & Performance Metrics
  • Change Management
  • Client & Stakeholder Communication
  • Microsoft Office Suite Advanced Excel Reporting Tools
  • Root Cause Analysis (RCA) & Continuous Improvement
  • Call Center Operations & Service Delivery
  • Compliance & Quality Assurance (HIPAA, FDA, CMS)

Certification

  • Lean Six Sigma Green Belt Certification
  • Veteran - U.S. Navy

References

References Available Upon Request

Accomplishments

  • Boosted shipment output from 170 to 320+ per day while reducing labor costs by 25%.
  • Created color-coded temperature logistics reporting system for high-risk product delivery.
  • Developed case management playbooks, coaching frameworks, and variance reports to prevent supply chain disruptions.

References

References available upon request.

Timeline

Supervisor, Denials and Appeals

Natera Inc.
07.2024 - Current

Operations Manager, Patient Access & Healthcare Services

Biologics by McKesson
04.2016 - 03.2024

National Learning & Development Facilitator

Humana Insurance
09.2007 - 04.2016

Bachelor of Science - Special Education & Interdisciplinary Studies

Liberty University

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Jonathan Coppage