Marjorie J. Tullus
Waltham
Summary
Highly accomplished outcome-oriented, personable and self-motivated Cash Posting Analyst with more than five years of experience managing multiple projects in conjunction with a concentration on high dollar patient accounts. Employing technical, negotiating and trending analytics and implications. Effective leader in compiling data to review insurance reimbursements, ensuring maximized amounts are recouped. Adept at solutions management, as well as both patient and client relations in formulating resolutions for complex decisions. Familiar with Epic, GE and Meditech hospital electronic medical record platforms. Proven record of accomplishment for implementing innovative strategies and exceptional project management skills. Major strengths include leading a team in overtaking areas of concern driving effective results.
Overview
16
16
years of professional experience
Work History
Customer Success Manager Director
LogixHealth
Bedford
06.2022 - Current
- Developed strong customer relationships through regular check-ins and support.
- Collaborated with cross-functional teams to resolve customer issues efficiently.
- Enhanced user experience by providing product training and onboarding sessions.
- Analyzed customer feedback to identify areas for service improvement.
- Monitored customer health metrics to anticipate needs and provide proactive support.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Conducted regular check-ins with clients to ensure their needs were met.
- Met with customers to discuss best practices and drive outcomes.
- Created reports outlining customer usage and retention metrics.
- Maintained up-to-date knowledge of industry trends related to customer success management.
- Identified areas where current products are not meeting expectations or could be improved upon.
- Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
- Managed crisis situations, ensuring minimal impact on customer satisfaction and loyalty.
- Established and monitored key performance indicators (KPIs) for customer success.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Negotiated contract renewals and managed customer expectations to ensure satisfaction.
Recovery Sr. Analyst Manager
CDR-A Xerox Company
Boston
03.2014 - 06.2022
- Analyze $25 million dollars’ worth of accounts for 8 separate large hospital groups.
- Analyzed data trends to support strategic planning initiatives.
- Produce areas of possible growth by compiling reports of discrepancies in over-payments, under-payments, in the cash-posting department. Emphasizing on high dollar accounts.
- Drive productivity in balanced patient accounts with strong knowledge of problem solving techniques in revenue recoupment.
- Facilitate and implemented firm assurance strategies that strengthened communication between providers, insurance, and patients.
- Reviewed and improved existing procedures for increased efficiency in operations.
- Collaborated with IT teams on new tools and technologies to support efficiency.
- Work diligently with clients in order to simplify complex patient financial transactions.
- Generate report of cash postings of commercial, Medicare, Medicaid, Workmans Compensation, and auto accident claims to speed up the insurance payer retraction process.
- Project management of compliance initiatives, including supporting data collection and validation for federal and state transparency reporting requirements.
- Prepare, analyzes and reports compliance trends. Recommends improvement strategies and leads resolution of issues identified.
- Identify and assesses areas of compliance risk. Documents findings and recommendations and drives development and monitors completion of hospital plans of correction.
- Develop, research, and maintain, understanding of payer requirements, patient responsibility, and authorization requirements.
Resolution Specialist/Sr. Provider Relations
Multiplan
Boston
11.2009 - 03.2014
- Resolved complex client inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to streamline resolution processes and enhance efficiency.
- Analyzed client feedback to identify trends and recommend process improvements for service delivery.
- Trained new team members on best practices for handling customer resolutions effectively.
- Conducted regular follow-ups with clients to ensure satisfaction with the resolution provided.
- Resolved patient account discrepancies by employing problem solving techniques, follow-up, for resolution.
- Researched multiple databases in order to review trends and correctly post revenue to patient accounts.
- Reviewed claim form information and accurately enter (HCFA/CMS) and (UB) computer system data in accordance with compliance standards.
- Acted as a liaison for both append and internal clients by responding to inquiries and providing correct and timely resolutions.
- Trained and worked with department managers to assure that all revenue received was correct.
- Improved workflow by providing feedback to each internal insurance group regarding areas available to maximize payments recouped.
- Assisted with administration and monitoring of employee compliance training: administering training, tracking training completion, tracking training and communication metrics.
- Established and implement standard policies, procedures, processes and best practices across organization to promote compliance with applicable laws, regulations and industry guidance.
- Implemented strong negotiation strategy to ensure the Multiplan/PHCS discount is applied to non-participating providers/ organization group.
- Built company Compliance Handbook for both customer service/ billing department (A-Z handbook).
Education
Bachelors of Science - Business Administration concentrating in Healthcare
Colorado Technical University
Skills
- Microsoft Office suite
- Strong negotiation skills
- Strong leadership and team management
- Project Management
- Solutions Management
- Process improvement
- Client relationship management
- Risk assessment
- Training development
- Time management
- Self-motivation
- Self-Starter
- Conflict Resolution
- Microsoft Access (Intermediate)
Languages
Haitian Creole
Timeline
Customer Success Manager Director
LogixHealth
06.2022 - Current
Recovery Sr. Analyst Manager
CDR-A Xerox Company
03.2014 - 06.2022
Resolution Specialist/Sr. Provider Relations
Multiplan
11.2009 - 03.2014
Bachelors of Science - Business Administration concentrating in Healthcare
Colorado Technical University