Mindy Russell
Greer
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
15
15
years of professional experience
Work History
Provider Relations Manager
UnitedHealth Group
07.2022 - 05.2025
- Partnered with Hospitals and Providers by building and sustaining effective relationships and maintaining open lines of communication and ensure awareness of their needs.
- Represented United in the Provider Community by holding United sponsored Provider events (JOC, Town Halls, Provider Information Expos)
- Educated providers on policies and procedures applicable to delivery of care.
- Gathered data from relevant systems (e.g., claims; reporting; payment integrity; EDI/Portal reporting; customer relations systems) and business partners (e.g., contracting; clinical, operations).
- Analyzed data to determine root cause of issue (e.g., identify trends and patterns; identify outliers and anomalies) and/or escalate problem to appropriate group for further analysis as necessary.
- Communicated provider updates and information to applicable stakeholders (e.g., health plans; internal partners; providers; account managers; employer groups) regarding research and resolution of issues within applicable defined metrics (e.g., turnaround times)
- Developed provider relations strategies to enhance communication and collaboration.
- Facilitated training sessions for new providers on operational processes and systems.
- Managed provider inquiries, ensuring timely and effective resolution of concerns.
- Collaborated with internal teams to align provider needs with company objectives.
- Conducted regular meetings with providers to discuss updates and gather feedback.
- Analyzed provider performance data to identify areas for improvement and support.
- Maintained comprehensive documentation of provider interactions and agreements.
- Implemented initiatives to strengthen relationships with key provider stakeholders.
- Participated in meetings with external parties such as managed care organizations and other vendors.
- Assisted in developing strategies to improve provider satisfaction levels.
- Developed and maintained positive relationships with providers to ensure compliance with contractual agreements.
- Collaborated with internal departments such as Compliance, Legal, and Finance when needed.
- Ensured all new providers met credentialing criteria prior to onboarding.
- Conducted site visits to assess provider performance against contractual requirements.
- Provided guidance and training to staff on best practices related to contract negotiations and dispute resolution techniques.
- Analyzed provider contracts to identify areas of improvement or potential risk exposure.
- Created educational materials regarding program policies, procedures, and regulations for providers.
- Assisted in the development of incentive programs designed to drive improved quality outcomes.
- Developed presentations outlining changes in reimbursement policy or procedure updates.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assigned work and monitored performance of project personnel.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Produced thorough, accurate and timely reports of project activities.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Analyzed business performance data and forecasted business results for upper management.
- Created and managed budgets for travel, training, and team-building activities.
Program Manager, Medicare Consultant
UnitedHealth Group, Optum Technology
07.2021 - 07.2022
- Monitored appropriate chart documentation and consulted with providers on correct coding practices that promotes improved healthcare outcomes.
- Utilized analytics to identify providers with the greatest opportunity for improved reporting, for Medicare Risk Adjustment and documentation and coding training utilizing documentation/coding resources.
- Assisted providers in understanding the MCAIP incentive program, the CMS-HCC risk adjustment model and payment methodology, and the CMS Medicare Advantage Star Ratings program and the importance of proper chart documentation and coding of certain procedures (e.g. ACVs), diagnoses and quality reporting codes.
- Identified inconsistent or incomplete member treatment information/documentation for coding quality analyst, provider, supervisor or individual department for clarification/additional information or education that leads to accurate code assignment.
- Educated providers and staff on coding regulations and changes as they pertain to risk adjustment and quality reporting to ensure compliance with federal and state regulations.
- Reviewed selected medical record documentation to determine appropriate diagnosis coding and quality reporting coding per CMS, CDC & AMA documentation, and coding guidelines.
- Provided actionable, measurable solutions to providers that resulted in improved documentation and coding accuracy, optimal suspect closure, and quality gap closure.
- Collaborated with providers, coders, facility staff and a variety of internal and external personnel on wide scope of risk adjustment and quality reporting education efforts.
- Managed program timelines and coordinated resources for successful execution.
- Analyzed project risks and created mitigation strategies to address challenges.
- Mentored junior staff on best practices in program management processes.
- Generated and delivered reports, program review presentations and other program status updates.
Sr. Provider Relations Advocate, ACO Account Manager
UnitedHealth Group
11.2015 - 07.2021
- Facilitated communication between healthcare providers and internal teams.
- Managed provider inquiries and resolved issues efficiently.
- Developed training materials for new advocate onboarding.
- Collaborated with cross-functional teams to improve provider relations strategies.
- Educated providers on policy changes and best practices in healthcare systems.
- Participated in meetings with executive leadership team members to provide updates on progress towards achieving organizational goals related to provider relations.
- Organized events such as seminars, webinars or conferences for healthcare providers to discuss industry updates or changes in policy.
- Liaised between external parties such as hospitals, clinics or physician groups and internal staff members responsible for managing provider relations activities.
- Resolved complex provider issues by leveraging resources, expertise and problem-solving skills.
- Assisted in developing processes for monitoring compliance with regulatory standards for credentialing processes.
- Performed data analysis to evaluate performance metrics for existing networks of healthcare providers.
- Provided guidance, education and training to new providers on contractual requirements and policies.
- Interpreted contractual documents including fee schedules, reimbursement rates and other relevant information associated with provider contracts.
- Negotiated contracts and agreements between healthcare providers and payers.
- Reviewed reports from various sources such as state agencies or governmental organizations regarding changes in laws or regulations affecting provider relations activities.
- Cold called and networked to obtain new providers while maintaining contact with many existing accounts.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Managed client accounts to ensure satisfaction and retention.
- Developed strategic account plans for growth and relationship building.
- Collaborated with sales teams to align on customer needs and solutions.
- Coordinated product training sessions for clients on new offerings.
- Managed multiple accounts simultaneously while meeting deadlines.
- Resolved customer complaints in a timely manner.
- Acted as main point of contact in matters relating to client concerns and needs.
- Provided training and guidance to new Account Managers.
- Collaborated with sales team to determine best ways to drive market share.
- Provided technical support to customers when needed.
- Attended trade shows and conferences as a representative of the company.
- Maintained an in-depth knowledge of industry trends, competitors, and market conditions to provide strategic advice to clients.
- Provided product training and support to clients, enhancing their understanding and utilization of the company's offerings.
- Utilized CRM tools to track client interactions, sales opportunities, and account history.
Provider Office Trainer/Billing Specialist
AppleCare Immediate Care
Brunswick
04.2010 - 08.2012
- Created detailed expense reports and requests for capital expenditures.
- Trained internal departments and external clients in Occupational Health and Worker’s Compensation procedures.
- Trained internal departments in EMR systems, insurance verification, understanding eligibility and billing procedures at all 7 clinics in Georgia.
- Ordered and distributed office supplies while adhering to a fixed company budget.
- Managed office supplies, vendors, organization and upkeep.
- Obtained signatures for financial documents for internal and external invoices.
- Performed and billed for DOT physicals, drug screens, and breath alcohol tests.
- Handled AR and researched for AP on invoices received.
- Processed client rebate reconciliation, reporting and check requests.
- Accurately file insurance claims, invoice employers and patients for balances due after office visits and procedures.
- Insurance verification and collections on past due accounts.
Education
Health Administration
Western Governors University
Salt Lake City, UTSkills
- Provider relations
- Contract negotiation
- Data analysis
- Customer relationship management
- Team leadership
- Training development
- Strategic business relationships
- Healthcare industry
- Project management
- Regulatory compliance
- Employee training
- Performance coaching
- Health plan operations
- Provider relationship management
- Active listening
- Excellent communication
- Performance tracking and evaluation
- Business planning
- Policy administration
- Human resources management
- Business development
Timeline
Provider Relations Manager
UnitedHealth Group
07.2022 - 05.2025
Program Manager, Medicare Consultant
UnitedHealth Group, Optum Technology
07.2021 - 07.2022
Sr. Provider Relations Advocate, ACO Account Manager
UnitedHealth Group
11.2015 - 07.2021
Provider Office Trainer/Billing Specialist
AppleCare Immediate Care
04.2010 - 08.2012
Health Administration
Western Governors University
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