SUMMARY:

• Head Director with a proven track record of providing quality financial and organizational expertise.
• With over 15 years of business management experience with an MBA, Ben Golden brings a competitive edge, excitement, great relation
• Highly accomplisships and superior quality of work.
• An emphasis on diversity and managing to communication styles with solid metric management creates a synergy for unparalleled performance. Highlights of expertise include:
• Revenue Cycle Management
• Data Analysis & Reporting
• Vendor Management
• Software / Product Rollouts
• Call Center Operations Management
• Process Improvements
• Team Building & Leadership
• Project Management

TECHNICAL SKILLS:

• Microsoft Word
• Excel
• PowerPoint
• Outlook
• IEX
• Mercury Quality Center
• GE Centricity Business
• CMS
• Epic
• Workforce Performance Systems
• CRM Software
• NICE
• Multi - List Service (MLS)
• Answer Station
• Siebel Analytics
• Nice
• Livevox Dialer
• Noble Dialer
• Enterprise Business Intelligence
• PeopleSoft
• Genesys
• Connance Agency Manager
• Kronos
• Taleo US Bank
• Clearbalance
• Revspring
• Facs

PROFESSIONAL EXPERIENCE:

Confidential, Aurora, Colorado

Director

• Implementation of patient loan program resulting in a reduction of Self - Pay accounts receivable of over $200,000 a month.
• Creation and implementation of customer service training.
• Implementation of Epic.
• Reconfiguration of dialing pools to optimize inbound and outbound calls to meet service levels and revenue.
• Creation and completion of client service projects to increase revenue and client satisfaction.
• Implementation of lean processes including one on one development, team meetings and huddles.
• Process review and revision of all financial classes for accounts receivable for insurance and self-pay.

Revenue Cycle Manager

• Redesign of billing and collections time lines, and system logic to maximize pre-collection and collection efforts which reduced Self-Pay accounts receivable by $3.5 million.
• Implementation of reporting and audits resulting in multi-million dollar improvements in collections and multiple month reductions in aging.
• RFP, sourcing and implementation of vendors for Payment Portal, IVR and Statements.
• Project Manager for Electronic Medical Records system to add cross-departmental task routing in GE Centricity Business for fee coordination, posting, insurance billing and registration. Reduced on-hold invoices by $1 million.
• Development and implementation of lean systems including huddles, one on one development and scheduling for efficiency. Created and implemented new benchmarks for quality and efficiency.
• Creation, recruiting and hiring of multiple new team members.

Revenue Cycle Manager

• Identified $19 million in improvements through segmentation and strategy improvements.
• Created project team to identify and provide technical improvements with IT and vendors.
• Developed reporting to identify improvements in liquidation and aging for multiple Hospitals.
• Development and implementation of lean systems including huddles, one on one development and scheduling for efficiency.

Manager

• Redesign of coaching and development program for California plan support.
• Creation of new teams combining claims and benefits support with enrollment and billing support.
• Training and implementation of new systems for Confidential, Confidential and Confidential .
• Development and implementation of training to increase first call resolution, customer experience and organizational development

Credit and Collections Customer Service Manager

• Launched new department as sole onsite Manager; devised programs and standard procedures for internal and outsourced call centers to reduce bad debt and churn.
• Championed Livevox Auto Dialer initiative as Project Manager; collaborated with vendor to develop dialer and managed IT support during launch.
• Developed collections new hire training that reduced handle times by 15 seconds, decreased supervisor calls 15%, and improved quality assurance scores 10%.
• Spearheaded automatic bill pay campaign that improved customers remaining current 7.22%; reduced collections costs $550K annually for Denver site by cutting repeat placements with auto bill pay methods.
• Held full accountability for managing performance metrics for collections team in Denver; consistently achieved #1 ranking in company month-over-month, decreased customer disconnects 11.94% for high risk customers, and increased payment rate 1.28% for high risk repeat collections customers.
• Instrumental in increasing quality of contacts and pay rates by implementing new dialing strategies; created new scripting for all call centers in order to improve customer experience quality and Net Promoter Score.
• Manage all state and federal dialing regulations. Comply with FDCPA laws.

Customer Service Supervisor

• Led Billing, Technical, and Case Management teams to #1 ranking company-wide; held top ranking in quality assurance, credits and callbacks in Billing and Technical call types.
• Case Management teams realized lowest repeat cases and duration in company; led Denver site to rank #1 for case management.
• Introduced key initiatives that realized record team quality scores for multiple months, decreased credits, and significantly improved sales on multiple teams.
• Formulated standard audit for case duration that reduced sites case duration to rank #1 company-wide.
• Developed call process focused on decreasing repeat cases while concurrently improving customer experience.
• Actively involved in employee development; provided guidance and hands-on training, which significantly improved performance and facilitated advancement of several team members into leadership roles.

Field Support Engineer

Responsibilities:

• Managed upstart of case management technical line groups that supported follow-up with customers to quickly resolve escalated issues.
• Led rollout of first high definition digital video recorder, which enabled Confidential to broadcast more channels using less bandwidth to provide more HD content.
• Established National Escalations Team focused on resolving broadcast, system, and set top box issues; team served as the convergence of every technical issue from all call centers.
• Delivered comprehensive training sessions for a 7-month period, while concurrently maintaining a team of technical representatives at the highest level of performance.