Jennell Crump is an experienced operations professional with over 15 years of experience in healthcare operations management, billing, and provider relations. She has a track record of improving processes and metrics in roles at various healthcare organizations. Her most recent role was as a Supervisor at Metlife, overseeing a team that processed new insurance enrollments.

1. OPERATIONS MANAGER
JENNELL CRUMP · 704-904-9404 · lcrump002@carolina.rr.com
Results-focused operations professional. Met client expectations by reaching goal based metrics;
operations manager for oncology, mental health, and hospital based providers. Increased the provider
enrollment in my roles of Network Development Coordinator, Provider Relations Coordinator and Managed
Care Specialist. Recognized for clearly translating processes into understandable SOP’s. Effective leader,
developer of people, and proven success in developing and maintaining client relationships. Most recent
position: Supervisor for Metlife-Group Annuities, Americas Operations.
Competencies:
Customer Service Management; Microsoft Excel (Advanced User); Microsoft Access (Beginner User);
Microsoft Word/Power Point/Outlook (Advanced); Client Management; Operations and Project Management;
Experienced user of: Nextgen Practice Management System; EPIC Resolute Professional
Billing/IDX/Medical Manager/Mosaiq ; UAT Testing; Identified Bugs For Developers; Reporting; Analysis;
Budgeting; Medical Coding; Skilled Presenter
PROFESSIONAL EXPERIENCE
MetLife, Charlotte, NC · 2013 (August) – 2015 (October); Insurance, annuities and employee
benefits company
Group Annuities-New Business Supervisor
⋅ Oversee team responsible for issuing new enrollments and insure that contracts are
processed accurately and timely
⋅ Handle escalated issues, i.e. agent concerns regarding not of good order requirements
⋅ Team resource by addressing and resolving processing questions
⋅ Monitor team quality, respond to errors assigned by the Quality Team and insure that team
metrics are attained. Communicate error trends to the New Business team.
⋅ Monitor team productivity and perform personnel duties-time-keeping; performance
development process; employee development; and disciplinary process as needed.
⋅ Build and maintain relationships with internal customers to insure that contracts are issued
in compliance with Metlife procedures.
Key Contributions:
⋅ Develop New Business team from training to independent workers.
⋅ Demonstrated sound decisions and a knowledge of procedures in responding to agent
exception requests

2. JENNELL CRUMP · Page 2 · lcrump002@carolina.rr.com
Diligent Billing and Management LLC, Charlotte, NC · 2012 – 2013 Pathology billing and revenue
cycle agency.
Billing Manager
⋅ Oversaw the transition of paper billing to an electronic process by collaborating with IT staff by
explaining billing processes and pathology coding to insure that billing interfaces were properly
built.
⋅ Established processes to verify that all incoming paper pathology reports were coded and
billed.
⋅ Responsible for insuring the Nextgen practice management system captured updated
pathology CPT and ICD9 codes
⋅ Obtained and updated fee schedules from contracted managed care payers
⋅ Invoiced outsourced pathology consultants monthly and followed up on past due payments.
⋅ Researched and resolved electronic billing edits in the Realmed revenue cycle system.
⋅ Managed a staff of two professional certified coders. Acted as a resource and trouble shooter
for the coding staff by resolving coding questions by acting as a second set of eyes in the
review of pathology reports.
⋅ Led a bi-weekly billing meeting between Diligent and Celligent Diagnostics laboratory staff
Key Contributions:
⋅ Created a filing system so that incoming pathology reports were accounted for and to eliminate
any discrepancy in in what billing was submitted from the laboratory vs. what services were
billed and revenue reported.
⋅ Played a key role in the billing interface by working with the IT staff by communicating business
processes and verifying specific ICD9 and CPT codes based on pathology services performed.
⋅ Increased revenue via the monthly invoicing of outsourced pathology services by 75%.
Cone Health Cancer Center, Greensboro, NC · 2011 – 2012 Oncology provider.
Revenue Cycle Manager
⋅ Managed day to day operations of the Revenue Cycle Team.
⋅ Post implementation trouble shooting: working with the EPIC PB team to resolve incorrect
system edits; insure that interfaces are working properly and identify reports to insure that
interfaced charges have made it into the EPIC system.
⋅ Coding resource for physicians and nurse managers
⋅ Coordinated the month end process

3. ⋅ Wrote SOP’s to support the roles and processes of the Revenue Cycle team
JENNELL CRUMP · Page 3 · lcrump002@carolina.rr.com
⋅ Human resource functions-performance evaluations; time management, etc
⋅ Handle special projects as identified by the VP of Oncology
Key Contributions:
⋅ Collaborated with IT to resolve EPIC post implementation issues which negatively impacted
revenue
⋅ Led multi-department bi-weekly meeting devoted to track progress and resolution of system
issues
⋅ Collaborated with consultants to initiate process improvements
⋅ Coding resource to clinical staff
⋅ Billing resource to executive staff
⋅ Provided leadership and organization- staffing, hiring, and interviewing.
⋅ Developed SOP’s for various roles and processes
Lash Group, Charlotte, NC · 2007 – 2011 Pharmaceutical healthcare consulting company.
Program Manager
⋅ Monitored phone activity for compliance of service level agreements.
⋅ Client issue resolution.
⋅ Provider issue resolution
⋅ Project Management-collaborated with IT to facilitate client database changes (adding new
disease states), portal implementation and reporting requests.
⋅ Database maintenance/upgrade testing following step by step scenarios to verify that changes
were correct and followed business processes. Also identified bugs for the developers to
correct.
⋅ Prepare client reports-weekly fund projections and monthly donor reports.
⋅ Prepared projections for monthly budget estimates
⋅ Prepare client reports-weekly fund projections and monthly donor reports.
⋅ Oversee operations of commercial and not for profit programs.
⋅ Monitored program expenses and client billing per review of monthly pro forma
⋅ Monitor funding availability
⋅ Monitor team performance and quality metrics

4. ⋅ Staff training and human resource functions
⋅ Billing, coding and eligibility resource
⋅ JENNELL CRUMP · Page 4 · lcrump002@carolina.rr.com
Key Contributions:
⋅ Led database clean-up prior the provider portal build
⋅ Selected portal team from existing staff
⋅ Collaborated with IT on portal training
⋅ Created and managed portal team phone schedule
⋅ Mentored and elevated a team member to a lead position
Piedmont Behavioral Healthcare (PBH), Concord, NC · 2004-2007
Local management entity for mental health, substance abuse and disabled patients.
Billing Manager/Provider Relations Manager
⋅ Negotiate new contractual relationships and expand the provider network.
⋅ Collaborated with two system implementations within two years
⋅ Reviewed incoming electronic 835 and 837 files for accuracy
⋅ Restructured the Reimbursement Department
⋅ Managed day to day operations of the Reimbursement Dept.
⋅ Identified and created new billing SOP’s
⋅ Liaison between providers and PBH to resolving billing/payment issues
⋅ Monitored under-utilization of services
⋅ Coordinated and performed provider billing training
⋅ Handle special projects as identified by Executive Staff
Key Contributions:
⋅ Expanded the provider panel by enrolling new social workers
⋅ Created and facilitated provider billing training
Preferred Medical Marketing (PMMC) Charlotte, NC · 2004-2004
PMMC provided contract recovery services for large university based healthcare systems to insure
that reimbursements received were in line with managed care contracted rates.
Contract Recovery Analyst

5. ⋅ Performed reimbursement review of assigned providers to insure payment was in-line with
managed care contracts
⋅ Analysis and tracking of payment history via remote access of provider billing systems.
Microsoft Access used to interpret data.
JENNELL CRUMP · Page 5 · lcrump002@carolina.rr.com
⋅ Recouped additional payment through appeals
⋅ Recovery success reported to PMMC executive staff
Key Contributions:
⋅ Increased provider reimbursement by 40%
Moses Cone Health System Greensboro, NC · 1999-2003
Healthcare system comprised of five hospitals and multiple physician practices.
Professional Fee Billing Manager
⋅ Managed billing and collections for three A/R’s valued at $4M
⋅ Managed day to day operations for the billing department
⋅ Re-organized the Billing Department to assure that adequate resources were allocated to
accomplish core tasks.
⋅ Developed SOP for the Ryan White Title III grant. Policy outlines the process to determine
financial eligibility of HIV patients to receive a discount off of services. The SOP was a
requirement for the Infectious Disease Department to retain the grant.
⋅ Focused on managing the A/R with aging reports and targeting high dollar patient and
insurance pending balances.
⋅ Resolved billing and coding issues by request of physicians and other internal customers
⋅ Conducted month end reporting for physicians and the Corporate Finance Dept.
⋅ Established rates and prepared annual budget
⋅ Performed month end reporting of financial performance based on revenue and collection
activity for specialty physician departments
⋅ Responsible for human resource functions.
Key Contributions:
⋅ Developed the SOP for the Ryan White Grant.
⋅ Responsible for the efficiency of the Billing Team by dividing the team into three teams
devoted to charge entry, customer service and follow-up/payment posting.

6. EDUCATION
Bachelor of Arts - Shaw University Raleigh, NC
References
⋅ Tina Pina, Director Group Annuity Operations
MetLife 860-335-2393
tpina1@metlife.com
⋅ Diane McGugan, Supervisor Group Annuity Operations-Bloomfield
MetLife 860-843-0143
dmcgugan@metlife.com
⋅ Vivian Sheidler, RN Clinical Research
Nurse Manager Cone Health Cancer Center 336-832-0836
vivian.sheidler@conehealth.com

7. EDUCATION
Bachelor of Arts - Shaw University Raleigh, NC
References
⋅ Tina Pina, Director Group Annuity Operations
MetLife 860-335-2393
tpina1@metlife.com
⋅ Diane McGugan, Supervisor Group Annuity Operations-Bloomfield
MetLife 860-843-0143
dmcgugan@metlife.com
⋅ Vivian Sheidler, RN Clinical Research
Nurse Manager Cone Health Cancer Center 336-832-0836
vivian.sheidler@conehealth.com