Zara Naqvi
Enterprise Director, Revenue Cycle Management (Patient Access & Patient Account Services) @Mayo Clinic
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WORK HISTORY
Enterprise Director, Revenue Cycle Management (Patient Access & Patient Account Services) @Mayo Clinic
Provided strategic leadership, direction, owned/managed/drove daily operations for Patient Access, Patient Accounts team (hospital commercial and government billing, insurance and self-pay collections, denial prevention and appeals, insurance verification, financial assistance, cash posting, customer service)• Oversaw the collection of approximately $500B annually in insurance payments per year, with 4 direct reports, and a total department of 100 FTEs; developed a self-pay team for collection efforts.• Utilized and customized reports in Epic and various other platforms to set, track, and forecast KPIs; developed and utilized operational dashboards to use as daily management tools needed to identify, resolve, and prevent denials, reimbursement issues, and address payor concerns.• Responsible for driving performance and productivity in meeting all contact center KPI obligations such as CPH, ASA, AHT, Quality Assurance metrics, collection efforts and audits etc.• Implemented effective contact center management practices to increase revenue, reduce costs, and improve service quality. Fully developed the quality team to produce effective results and services including feedback sessions, revisions to policies and procedures, change management. • Accountable for the results and performance of staff to achieve organizational goals for access, intake and post service account follow up. Coordinate daily operations through team meetings, providing a safe and constructive platform to discuss any new or problematic issues, ensure that staff received clear directions and illustrated the weekly goals for collection efforts.• Designed and presented multiple customized training(s) to various revenue cycle departments to provide knowledge transfer to improve internal hospital processes. Uphold policies and procedures to ensure a seamless, exceptional patient experience across a broad range of patient touch points processes, applications, and channels
EDUCATION
Keiser University
Bachelor of Arts - BA, Health Services Administration
Keiser University
Master of Arts & Master of Business Administration MA & MBA , Health Services Administration
Florida International University
Bachelor of Arts - BA, Biology Pre Medicine
ABOUT ZARA NAQVI
Adaptable C-Suite Executive Management leader and strategic solutions provider with over 20+ years of experience providing thorough support to Fortune 100 and Fortune 500 organizations in an Executive Management role and in-depth knowledge of principles and practices of various industry sectors (including healthcare) within day-to-day operations, contact center management and revenue cycle management. Proven leadership success managing multiple people managers. Ability to work within matrixed environment with dotted line responsibilities. Strong collaboration and communication skills. I have a successful track record leading operations, building Inbound & Outbound Contact Centers, structuring organizations, building revenue cycle/patient access/customer service/retention/sales and operations teams while driving results. I specialize in improving and enhancing financial performance, elevating the patient/client financial experience, and aligning operational strategies with organizational objectives. I am a dependable and inspiring leader skilled in building, coaching, and motivating high-performing and engaged teams while ensuring efficient flow, world class services and sustained organizational alignment
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