University of Central Oklahoma

Client Services Manager, Hospital-Based Physicians

o	Assistance with client transition from previous vendor, implementation with company, and ultimately managed all aspects of large-scale physician/professional fee revenue cycle engagement for large health system client comprised of five facilities, and in excess of 50 multi-specialty clinics.  
o	Partnered with operations department stakeholders to ensure successful implementation into company technologies, as well as client stakeholders to ensure smooth transition of work.
o	Strategic partnering with client clinical and health system leadership to gain firm knowledge and understanding of workflows, and assistance in development of company standard operating procedures.
o	Managed overall billing processes for oﬃce/clinics: Primary Care, Specialty Care, Cardiology, Endocrinology, GI, Internal Medicine, Nephrology, Neurology, Metabolic Weight Loss, OB/GYN, Surgical Care, Wound Care, Anesthesia, Emergency Department, Hospitalist, Intensivist, and Observation.
o	Oversight of operational production to include charge entry, medical coding, payer credentialing, billing, claims follow-up and resolution, payment posting, accounts receivable, denial management, and collections.
o	Comprised and led weekly meeting with client/company stakeholders (including C-suite), providing pertinent updates, addressing any challenges and concerns, and presenting performance metrics.
o	Management of client relationship through regular in-person or virtual meetings, presentations, analysis, ad hoc reporting, as well as partnering with clinical leadership to optimize efficiencies and workflows. 
o	Generation, manipulation, verification, and analysis of all comprehensive weekly/monthly reporting, including ad-hoc. 
o	Served as primary POC for all client staff (C-Suite, clinical leadership, administration), company operational staff, client vendors, and patient escalations/inquiries.

R1 RCM

Manager, Client Success - Office-Based Physicians

•	Served as primary point of contact and client relationship manager for assigned hospital-based physician group clientele.
•	Oversaw full revenue cycle scope, representative of up to 2 million patient visits, $50M in annual charges, and $3-4M in annual company revenue.
•	Specialties overseen include professional fee billing for: Emergency Department, Hospitalist, Intensivist, Observation, Urgent Care, Toxicology, Assisted Living Facilities, Nursing Facilities, Skilled Nursing Facilities
•	Provided ongoing management, monitoring, and oversight of all revenue cycle functions, collaborating across all functional areas to ensure quality, productivity, and value to assigned customers.
•	Proven success in customer retention, including assuming at-risk client engagements at leadership request to prevent contract termination.
•	Management of assigned client services support team members.
•	Part of Client Success team that obtained #1 in KLAS for physician customers in 2020, 2021, 2022, and 2023.
on of regular meetings, with overall 100% retention of direct reports under my management purview.

Manager, Client Success - Hospital-Based Physicians

Revenue cycle management for assigned clients, and overall monitoring and management of medical coding and billing/reimbursement practices for emergency physician groups. Duties include serving as main point of contact and account manager, financial reporting and analysis, ad-hoc reporting, variance analysis, management of assigned support staff, and claims troubleshooting. Additional skills in MS Office, proprietary billing software, imaging software, and electronic clearinghouse.

Intermedix

Senior Financial Analyst, Revenue Cycle Management

Opening new banking products and services for existing and new customers, including, but not limited to checking accounts, savings accounts, certificate of deposit accounts, IRA accounts, trust accounts, credit cards, and safe deposit boxes. 

Other duties include, but are not limited to:  account maintenance, customer service, outbound phone and in-person sales calls, evening supervision of banking center and tellers, training of new tellers, providing notary services, and performing branch audit duties.

Experience in MS Word, Excel, and Outlook, IBS Teller and Banker Insight, CardWizard, eVision document and check research, OnBase document imaging, FIS card services, cash-handling, and cash vault maintenance.

Awarded All-Star Awards for top sales performance in 4th quarter 2012, 1st and 2nd quarter 2013, and 1st quarter 2014.

Stephen Chapman