Zandra Padilla
Stockton
Summary
Winning Director of Client Service and Revenue Cycle Management experience with proven background in developing and leading high performing client services teams to achieve strategic growth initiatives. Exceptional communication and client relationship building skills with proven to satisfy business goals and metrics
Overview
17
17
years of professional experience
Work History
Director of Client Service, Anesthesia RCM
Coronis Health
06.2024 - Current
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Monitored and coordinated workflows to optimize resources.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Negotiated favorable contracts with vendors for reduced costs and improved service quality.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Drove business expansion by identifying new markets, conducting research, and developing targeted marketing campaigns.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Monitored office workflow and administrative processes to keep operations running smoothly.
Senior Regional Cycle Manager, Anesthesia
Sound Physicians
01.2023 - 06.2024
- Collaborate with RC Operations teams to ensure department standards of productivity metrics.
- Such as charge reconciliation on collection volume and rates, and patient payment SLA’s are met and develop monthly insights into variances.
- Ability to dig into data, work cross functionally to develop fully informed views and insights into drivers behind data, and present findings clearly and concisely to stakeholders.
- Accurately gather, synthesize, analyze and communicate timely relevant information to support decision making and to develop process improvement strategies.
- Manage contractual reconciliation for all assigned programs. Produce a standard set of reports and presentations on a monthly or quarterly cadence, that provide critical insights into client’s revenue performance against contractual targets.
- Proactively identify information needed from other departments and provide sufficient time to prepare quality work products.
- Independently lead monthly, quarterly, or ad-hoc Revenue Cycle Review calls with assigned clients,
- Displaying deep knowledge of client’s performance with confidence and accuracy
- Proactively identify collection issues and opportunities, and work with billing vendors to execute remediation.
- Assist with standardizing workflow processes at location level to meet revenue cycle operations needs to consistently achieve company key performance metrics
- Support annual budgeting, monthly financial and revenue forecasting
- Provide assistance in creating models that connect strategies to measures of performance.
- Contribute to standardization and process improvement within Revenue Cycle.
- Provide analytical support and develop tools for company operations to enhance their skills in detecting both current and future performance issues.
- Develop and prepare ad-hoc reports related to revenue cycle.
- Handles complex patients’ complaints and issues by explaining company policies and guidelines as well as those involving compliance issues with state and federal regulations.
- Ability to manage team of revenue cycle mangers at regional level.
- Travel as needed for pre-implementation needs assessments, new hospital activations, key internal.
- and client meetings and training opportunities
- Other duties as assigned.
- Maintained sterile anesthesia supplies within expiration date.
- Monitored resource utilization, expenses and payroll to inform profitability management and decision-making.
- Defined revenue and sales targets and motivated staff to exceed expectations.
Director of Client Services
Allied Anesthesia
09.2022 - 01.2023
- Analyze operational workflows and processes and develop standards, policies and procedures
- Partner with and maintain relationships, resources and operational controls with other corporate teams to ensure world class service and achievement of targeted performance standards
- Drive continuous process development, improvements and refinement, including development of standards that drive excellence, measurable results, scale and consistency
- Focus on client relationships and identify areas of opportunity contributing to continuously improving performance excellence
- Manage relationships with key stakeholders
- Implement initiatives and processes to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals.
- Develop and document standard process workflows for Client Services team
- Monitor and analyze various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods
- Serve as acting backup to other leaders, providing leadership, guidance and direction to team members in absence of leader
- Manage escalated issues and provide direction and process for team members
- Evaluate direct reports on performance and complete annual performance appraisals
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Kept stakeholders up to date on details pertaining to client projects.
- Collected confidential financial information from clients to construct comprehensive financial plans.
- Designed metrics to support customer and market-driven culture and address company priorities.
- Liaised with leadership team to support strategic opportunities and align cross-functional resources with delivery.
- Fostered productive work environment and optimized morale by recognizing and rewarding actions that best served clients and objectives.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
Anesthesia Client Service Manager
Vituity
01.2016 - 09.2022
- Manage Revenue Cycle processes
- Assess collections and billing processes and procedures and implement changes
- Liaise with contract administration, sales, legal and operations departments
- Provide support for monthly, quarterly, and year end close
- Review A/R aging and trends
- Liaison between Medical provider and Billing company
- Physician Payroll
- Manage Region of Anesthesiologist Groups
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Created customer support strategy to increase customer retention.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
- Worked with marketing department to launch and manage promotional activities and campaigns.
- Researched and observed emerging markets and market shifts, taking advantage of opportunities by identifying potential leads and new markets.
Director of Client Services
Sierra Health Service, LLC
04.2007 - 01.2016
- Audit and supervise Revenue Cycle and coding department
- Assess collections and billing processes and procedures and implement changes
- Provide support for monthly, quarterly, and year end close
- Reconcile Collection Accounts
- Physician Payroll
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Established performance and service goals and held associates accountable for individual performance.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Kept stakeholders up-to-date on details pertaining to client projects.
- Collected confidential financial information from clients to construct comprehensive financial plans.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Cultivated culture of continuous improvement and innovation to improve efficiency and drive results.
- Trained, led and developed client services team and instilled knowledge and skills to execute business strategies and deliver maximum customer satisfaction to maintain profitability.
- Monitored, measured and drove client services growth and profit objectives by coaching, motivating and disciplining staff.
- Assumed full ownership of resources, budgeting and profit and loss management to support business profitability.
- Designed metrics to support customer and -driven Liaised with leadership team to support strategic opportunities and align cross-functional resources with delivery.
Education
Bachelor of Arts - Health Care Administration
University of Arizona
12.2021
Skills
- Client Interactions
- Financial Document Review
- Team Goals
- Strategic Goals
- Efficient and Detail-Oriented
- Operational Efficiency
- Business Management and Development
- Meeting KPIs
Timeline
Director of Client Service, Anesthesia RCM
Coronis Health
06.2024 - Current
Senior Regional Cycle Manager, Anesthesia
Sound Physicians
01.2023 - 06.2024
Director of Client Services
Allied Anesthesia
09.2022 - 01.2023
Anesthesia Client Service Manager
Vituity
01.2016 - 09.2022
Director of Client Services
Sierra Health Service, LLC
04.2007 - 01.2016
Bachelor of Arts - Health Care Administration
University of Arizona
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