Heather P Armstrong
Indianapolis
Summary
Dynamic Director of Revenue with extensive expertise in financial analysis and strategic planning. Demonstrated success in driving operational improvements through process optimization and effective team leadership. Focused on enhancing client relationships while utilizing data-driven decision-making to boost organizational performance and ensure compliance. Core competencies include financial forecasting, business strategy development, and revenue optimization aimed at achieving sustainable growth through innovative strategies.
Overview
17
17
years of professional experience
Work History
DIRECTOR OF REVENUE CYCLE AND REVENUE INTEGRITY
JOHNSON MEMORIAL HEALTH
Franklin
09.2022 - Current
- Upheld appropriate internal controls in line with JMH guidelines over 'Front End' Revenue Cycle Functions, driving both operational efficiency and patient satisfaction.
- Oversight of procedures to screen and review applicants in the determination of free care, a self-pay balance reduction, or referral to outside agencies for other sources of payment that may be available.
- Ensured compliance with JMH's policies and procedures over Middle Revenue Cycle Functions.
- Lead and oversee new provider onboarding and new service committees.
- Oversight of the clinical document improvement (CDI) to ensure physician documentation is appropriate for coding.
- Maintained and enhanced charge description master (CDM) activities through integrated revenue cycle applications.
- Activated and oversaw the payment variance software implementation and ongoing monitoring process, including facilitating clinical department, managed care, and payor discussions as needed to support timely and accurate payments and reimbursements.
- Maintained appropriate internal controls, according to JMH's policies and procedures, over the 'Back End' Revenue Cycle Functions to support operational and financial improvements, while enhancing the patient experience.
- Supervised and monitored Cerner denials, analyzing trends, root causes, and trends to develop effective strategies for resolution and prevention.
- Assisted in the preparation for, and response to, third-party audits, in accordance with the Hospital Audit Policy.
- Monitored and completed organizational audits, including Medicare and Medicaid RAC audits, and payor compliance audits.
- Provide education and training to physicians on best practices to optimize revenue cycle performance and ensure appropriate reimbursement, based on audit results and a feedback loop to providers.
- Collaborated with physicians and hospital coders to conduct thorough documentation audits, ensuring accuracy, completeness, and compliance with regulatory standards.
- Analyzed and reported on current reimbursement updates within state and federal jurisdictions.
- Facilitated seamless communication between departments to enhance patient reimbursement processes.
- Communicated and notified payors about all pricing changes, based on direction from the CFO.
- Maintained and participated in Quality Improvement/Quality Assurance activities as determined by the hospital, including hospital operations improvement based on organizational monthly and quarterly reporting, following LeapFrog standards.
- Responsible for staff recruiting, retention, and development.
- Managed personnel requirements such as job descriptions, performance appraisals, and disciplinary actions for regulatory compliance.
- Delivered educational material regarding medical policies when necessary.
- Planned educational programs for department personnel.
- Ensured consistent application of all departmental and hospital policies and procedures.
- Collaborated with the Chief Financial Officer in the preparation, analysis, and presentation of financial reports and statistics for the revenue cycle department.
- Prepared the operating budget and conducted timely reviews of financial performance for the revenue cycle department.
- Functioned as HIPAA Privacy Officer for Revenue Cycle Department.
- Actively conducted ongoing vendor management to support the Revenue Cycle.
REVENUE CYCLE MANAGER
SCA HEALTH
Carmel
01.2020 - 08.2022
- Managed all revenue cycle functions in a centralized business office.
- Accountable for enhancing processes, executing objectives, meeting KPI metrics benchmarks, and ensuring superior service delivery to clients, patients, and team members.
- Ensured compliance with quality standards in revenue cycle operations.
- Supervised team in achieving objectives for cash collections, credit disciplines, and account receivables.
- Conducts analysis of financial information to ensure goal alignment.
- Communicated intricate subjects clearly in powerful presentations for management, public audiences, and director boards.
- Filtered and onboarded team members as per guidelines.
- Streamlined access to tools and support enhancing role effectiveness.
- Coached team members to enhance their skills and achieve performance targets.
- Fostered a collaborative and inclusive environment within the department.
- Cultivated and sustained relationships with senior leadership, including CEOs, Operation Directors, Vice Presidents, and Presidents.
- Managed and facilitated smooth transitions for new ASC center integrations into main business office.
CLINICAL SERVICES MANAGER
ORTHOINDY
Indianapolis
05.2017 - 01.2020
- Oversaw and coordinated the daily functions of the Northwest clinical services teams, including front desk teams, medical assistant teams, orthopedic technician teams, radiology technologists, and trainer teams.
- Responsible for employee satisfaction and goal success, including annual performance reviews.
- Lead and guided the clinical services teams, including training and coaching
- Responsible for department quality assurance, and statistical reporting.
- Responsible for staff and physician schedules, staff attendance tracking, and payroll processes.
- Responsible for recruiting new teammates, including pre-screening candidates, interviewing candidates, reviewing references, and coordinating orientation and candidate start dates.
- Responsible for visiting local educational facilities to recruit new graduates for medical assistant and x-ray positions.
- Responsible for financial reporting, including departmental budgets, charge write-off reports, and insurance payment reports.
- Serving on the Revenue Cycle Committee for OI and OIH.
- Lead a team of 42 team members.
- Served on the Parker Projects/EMR Committee – a committee dedicated to improving efficiencies and finances in daily clinic workflow.
- Assisted with the standardization of forms and process workflow.
- Assisted the director and COO with duties as assigned.
SUPPORT SERVICES MANAGER
ORTHOINDY
Indianapolis
06.2016 - 05.2017
- Oversaw and coordinated the daily functions of the Support Services Team for physicians.
- Responsible for employee satisfaction and goal success, including annual performance reviews.
- Led and guided the Support Services Team, including training and coaching.
- Responsible for department quality assurance, and statistical reporting.
- Responsible for staff schedules, attendance tracking, and payroll.
- Responsible for recruiting new teammates, including pre-screening candidates, interviewing candidates, reviewing references, and coordinating orientation and candidate start dates.
- Responsible for the continuing education of existing team members.
- Responsible for financial reporting, including charge write-off reports, insurance payment reports, and department budgets.
- Responsible for a team of 62, and 5 clinic locations.
- Served on the Revenue Cycle Committee for OI and OIH.
- Served on the Parker Projects Committee – a committee dedicated to improving efficiencies and finances in daily clinic workflow.
- Assisted the director with duties as assigned.
HOSPITAL ADMISSIONS MANAGER
ORTHOINDY HOSPITAL
Indianapolis
01.2011 - 06.2016
- Oversaw and coordinated the daily functions of the OIH Admissions Department, including pre-operative registration, outpatient imaging registration, outpatient therapy registration, and concierge services.
- Responsible for employee satisfaction and goal success.
- Led and guided the admissions team.
- Responsible for department quality assurance, and statistical reporting.
- Responsible for staff schedules, attendance tracking, and payroll.
- Responsible for hiring and orienting new team members.
- Responsible for the continuing education of existing team members.
- Responsible for financial reporting for surgeries, imaging tests, outpatient therapy, and department budgets.
- Assisted the director with duties as assigned.
HOSPITAL ADMISSIONS TEAM LEAD/FLOAT
ORTHOINDY HOSPITAL
Indianapolis
10.2007 - 01.2011
- Assisted the hospital admissions manager with the daily functions of the OIH Admissions Department, including pre-operative registration, outpatient imaging registration, outpatient therapy registration, obtaining insurance authorization, and concierge services.
- Assisted the department with coverage by providing support during illnesses, vacations, and medical leave of teammates.
- Lead the department with processes, and assisted during times of heavy patient volume.
- Assisted with the completion of quality assurance, and statistical reporting.
- Assisted the manager with the training of new teammates and the continuing education of existing teammates.
- Assisted with annual performance reviews.
- Created a hospital admissions training manual to reflect all department areas.
- Implemented processes to help increase efficiency and productivity.
- Assisted with the implementation of a new EMR for the outpatient therapy department.
- Assisted the manager and director with duties as assigned.
Education
MASTERS OF ACCOUNTING SCIENCES - Accounting Sciences
PURDUE GLOBAL UNIVERSITY
West Lafayette, IN07-2025
BACHELORS OF APPLIED SCIENCE - Business Management
WGU
04.2019
Skills
- Financial analysis
- Revenue cycle management
- Client relationship management
- Data analysis
- Strategic planning
- Team leadership
- Budget development
- Pricing strategy
- Revenue optimization
- Financial forecasting
- Data-driven decision making
- Process improvement
- Project management and execution
References
Professional references available upon request.
Affiliations
- Active member of the Healthcare Financial Management Association
- Presenter for the Healthcare Financial Management Association Patient Payment Education Series
- Active member of American Institute of Certified Public Accountants
Timeline
DIRECTOR OF REVENUE CYCLE AND REVENUE INTEGRITY
JOHNSON MEMORIAL HEALTH
09.2022 - Current
REVENUE CYCLE MANAGER
SCA HEALTH
01.2020 - 08.2022
CLINICAL SERVICES MANAGER
ORTHOINDY
05.2017 - 01.2020
SUPPORT SERVICES MANAGER
ORTHOINDY
06.2016 - 05.2017
HOSPITAL ADMISSIONS MANAGER
ORTHOINDY HOSPITAL
01.2011 - 06.2016
HOSPITAL ADMISSIONS TEAM LEAD/FLOAT
ORTHOINDY HOSPITAL
10.2007 - 01.2011
MASTERS OF ACCOUNTING SCIENCES - Accounting Sciences
PURDUE GLOBAL UNIVERSITY
BACHELORS OF APPLIED SCIENCE - Business Management
WGU
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