Adrienne Mitchell

Experience

• 

  Luxottica

  Jun 2010 - Oct 2011

  Retail Manager

  • Managed the daily operations and up to 18 employees within a retail environment; oversaw Human Resources, training and development of Sales Consultants, and general accounting. • Led teams in driving sales, brand loyalty, and providing exceptional customer service.• Communicated daily employee sales goals and monitored the progress of team members against key business initiatives; conducted monthly 1 on 1s and quarterly reviews with employees. • Managed scheduling that maximized staffing to most effectively meet the needs of the business and drive store profitability while leveraging payroll. • Ensured adherence to Loss Prevention policies and procedures and proactively identified trends that supported achieving store shrink goals.• Cultivated an environment of open communication and drove the performance management and development of associates within the store. • Monitored and tracked inventory to ensure goods were full stocked and available. Key Accomplishment• Recipient of “Branch of the Year for outstanding Performance” in 2010 and 2011. Show less

• 

  Preferred Homecare / Lifecare Solutions

  Aug 2012 - Jun 2018

  • Oversee the daily operations for the Central Arizona market, valued at $60 Million in annual revenue.• Manage and develop a team of up to 73 employees, including a Patient Service Supervisor, Patient Service Leads, and Patient Service Associates. • Monitor open billable revenue to begin the reimbursement process on dispensed products/services. • Review and distribute daily reports to monitor and resolve open revenue from dispensed products or services to begin the reimbursement process.• Review reporting on key performance indicators (KPIs) for customer service intake workflow and inbound phone queues for tracking, trending, and intervention on daily, weekly, and monthly performances. • Research and respond to grievances and appeals escalated by managed care health insurance business partners.• Complete regulatory quality assurance audits for compliance with DOT and medical gas management mandates. • Facilitate leadership meetings with supervisory staff to discuss and mitigate personnel issues, patient and referral issues, and internal/external procedural obstacles presenting barriers to efficiency and quality.• Monitor labor expenses through routine reporting of overtime expenses to track and trend opportunities for improved efficiency.• Review monthly revenue adjustments and identify adjustments initiated by front line patient service staff with formal counsel as necessary.Key Accomplishments• Successfully consolidated Northern Arizona market customer service intake into the Phoenix market, added 15 new employees, and improved key performance metrics to less than 15% aging referrals on a goal of 30%.• Increased productivity and workflow performance by reducing aging referrals from an average of 45% to an average of 18% over a 6-month period.• Increased revenue recognition performance by reducing unresolved open revenue from a monthly average of $250,000 to $1,000 or less over a 6-month period. Show less • Oversaw the daily operations for the Medicare Intake Department valued at more than $2 Million in annual revenue. • Managed up to 50 employees, including Patient Service Supervisors, Patient Service Leads, Respiratory Therapy Supervisors, a Distribution Manager, Account Managers, Customer Service Technicians, and Patient Service Associates. • Generated, reviewed, and distributed daily reports to monitor and resolve open revenue from dispensed products or services to begin the reimbursement process.• Monitored daily key performance indicators for customer service intake for workflow and inbound phone queues for tracking, trending, and intervention.• Reviewed P&L performances to uncover top line and net revenue performance opportunities and discrepancies in ledger entries for intervention.• Oversaw asset management and procurement activities, utilizing warehouse inventory tracking measures and weekly ordering. • Conducted monthly and quarterly compliance audits for regulatory and accreditation compliance in affiliation with DOT, medical gases management, ACHC, and state pharmacy/tax boards. • Acted as a liaison to key referral sources to mitigate patient and/or service concerns and support market/revenue growth.• Collaborated with the Account Manager and Sales Leads to discuss marketing initiatives, and needs from Customer Service, Clinical, and Distribution departments. Key Accomplishments• Awarded 2015 Market of the Year for outstanding performance in YoY market and revenue growth. • Improved revenue recognition performance by resolving more than $250,000 of open revenue awaiting initiation of the reimbursement process. Show less • Oversaw the intake of $2.2 Million in annual revenue of FFS Medicare referrals for 17 intake centers across California and the Pacific Northwest.• Managed 27 employees, including a Patient Services Supervisor, a Patient Services Lead, and Patient Services Associates. • Monitored daily key performance indicators for customer service intake for workflow and inbound phone queues for tracking, trending, and intervention.• Tracked revenue adjustments to identify preventable adjustments initiated by front line patient service staff and coached individuals on best practices.• Monitored labor expenses by reviewing overtime expense reports to track and trend opportunities for improved efficiency.• Collaborated with the VP of Operations and local branch management on collaboration on market initiatives, goals, and reviews of government compliance on traditional Medicare-generated revenue. Key Accomplishments• Successfully consolidated $2.2 Million in Medicare intakes from more than 17 intake centers to 1 centralized intake department within 6 months. • Improved government compliance performance across Western Region operations, resulting in 100% pass ratio on full probe Medicare audits for all dispensed oxygen in 2015. Show less • Oversaw Quality Assurance/Control support for the intake of $3 Million in traditional Medicare referrals. • Managed 12 employees, including a Reimbursement Lead, Quality Assurance Specialists, and Revenue Recovery Specialists. • Monitored incoming requests from local branch representatives for reviews of traditional Medicare referrals to ensure that service expectations of response timeliness were met.• Reviewed QA responses for adherence to government policy equipment coverage criteria and trained representatives on areas of improvement.• Generated, reviewed, and distributed loaner asset reports to create and execute requalification action plans for non-billing rental assets. • Generated and monitored Quality Assurance, revenue recovery activities, and performance reports for Senior Leadership review.• Collaborated with the General Manager and Customer Service Manager to discuss education and training needs for improved QA and compliance results. Key Accomplishment• Recipient of the 2013 “Employee of the Year for Outstanding Personal Performance” award. Show less

  • Area Patient Service Manager

    Aug 2012 - Jun 2018

  • General Manager

    Jul 2015 - Jun 2016

  • Regional Medicare Intake Manager

    Jan 2014 - Jun 2015

  • Reimbursement Supervisor

    Aug 2012 - Jan 2014
• 

  UnitedHealth Group

  Jun 2018 - now

  • Senior Director

    Aug 2022 - now

  • Director

    Aug 2020 - Aug 2022

  • Associate Director

    Jun 2018 - Aug 2020