Self-Pay Management Webinar Series

HFMA TEXAS GULF COAST 2012
SELF-PAY MANAGEMENT WEBINAR SERIES
SPONSORED BY HFMA PEER REVIEWED TRANSWORLD SYSTEMS and NCO
January 10th 12p-1:15p = 1.5 CPE
January 24th 12p-1:15p = 1.5 CPE
February 7th 12p-1:15p = 1.5 CPE

January 10th 12p-1:15p - Register Online
Attendees will learn practices and principles for managing today’s upfront collections environment with emphasis on:
• New techniques to up-front collections
• Improving Customer Service
• Phone Etiquette

January 24th 12p-1:15p
Attendees will learn practices and principles for managing today’s backend collections environment with emphasis on:
• New techniques for back-end collections
• Techniques to calm an irate guarantor/patient

February 7th 12p-1:15p
Attendees will learn what changes will impact practices for today’s front and backend collections environment with emphasis on:
• Medicare/Medicaid changes that effect collections
• Working more with less

Speakers – January 10th and February 7th

Duane Ashby: Mr. Ashby has a comprehensive knowledge and understanding of corporate training and development, and first party healthcare receivables management. He brings to NCO a broad knowledge of first party health care receivables management; including insurance eligibility, claims resolution, and self-pay (first party) collections. Mr. Ashby is also experienced in adult learning styles and theory; customer service; HIPAA rules and best practices as applied to self-pay collections. He also has extensive experience in developing adult educational training materials, technical writing, editing, and translating documents from English to Spanish. Mr. Ashby has been with NCO for 12 years, 7 of which he has been a trainer. He also has over 25 additional years of experience teaching and training individuals and groups, ages 11 to adult. His expertise also includes curriculum and training material development, technical writing and editing, and English-Spanish translation of documents. His responsibilities include:
•Development and delivery of NCO training programs using multi-delivery methods
•Individualized monitoring of associates for regulatory and NCO policy compliance
•Coaching of associates for best practices and performance improvement
Mr. Ashby also has 8 years of receivables and revenue cycle management in 1st party healthcare and is certified by HFMA as a Certified Revenue Cycle Representative.

Marisa Perez: Ms. Perez has a comprehensive knowledge and understanding of corporate training and development, and compliance requirements in healthcare, Federal, State, and Local laws and regulations related to the services provided to our hospital clients by NCO’s Healthcare Services Divisions: EPALS (Eligibility Patient Advocacy Liaison Services); EOS (Extended Office Services); and HCBD (Healthcare Bad Debt Collections Services). Ms. Perez’ tenure at NCO begins with her extensive knowledge of third party eligibility, self-pay (first party) collections, revenue cycling, and third party collections. Ms. Perez’ experience is concentrated in adult learning styles and theory; patient customer service; Medicaid policy; regional eligibility payer programs; HIPAA; EMTALA; FDCPA; and State and Local Laws. She has extensive experience in developing adult educational training programs, technical writing, editing, and translating organizational communication materials documents from Spanish to English. Ms. Perez has been with NCO for seven years, with over 15 years’ experience in corporate training and development, higher education in adult learning styles, methods, theory and practice, curriculum and development. Her areas of expert knowledge include, organizational communication, technical writing, editing, and Spanish-English document translation. Ms. Perez is responsible for national-divisional training programs with multi-delivery methods, research and development, auditing, and statistical tracking of quality assurance processes for ensuring all compliance standards are in place and maintained by management, trainers, newly trained associates, and senior level associates in HIPAA, EMTALA, FDCPA, and all applicable Governmental, State and Local laws and regulations. Ms. Perez graduated with a B.A. in Communications from University of Texas at El Paso; she has a Master’s Degree in English-Communication Studies from St. Mary’s University, and is currently seeking a PhD in Education with a concentration in Organizational Leadership from the University of The Incarnate Word.

Speakers – January 24th

Rebecca Lester: Ms. Rebecca Lester is the Director of Training for Transworld Systems, Inc. Ms. Lester’s primary focus is to ensure that TSI collections is operating in accordance with all state, federal, TSI, and client laws and requirements. Ms. Lester has 15 years’ experience in call center collections and customer service and has extensive experience in managing staff and leaders, developing and delivering operational and leadership training material, document control and publishing, and quality assurance. Ms. Lester holds active memberships with the American Society for Quality and the American Society for Training and Development and is a member of the NCO University training team that was recognized by Training Magazine two times with the Training Top 125 award for outstanding training programs. Ms. Lester holds a Master’s Degree in Management from Southern Wesleyan University in Charleston, South Carolina.

Bruce Klinger: Bruce Klinger has over 20 years of experience in the 3rd party collection industry and currently serves as Regional Vice President for Transworld Systems. Some of his roles include recruiting and developing collection teams, coordinating collection strategies using the latest technologies, call center management, FDCPA, State, and HIPAA compliance control.
He started with Transworld as a collector in 1991 in San Diego, managed the Honolulu HI Branch from 1995 to 2000, and managed the Virginia Beach location until 2004. He currently resides in Virginia Beach and has served as Vice President since 2004. Prior to joining Transworld Systems,