- Alice Embrey is a senior operations management leader with over 20 years of experience in health insurance and medical billing. - She currently works as a Senior Operations Supervisor at McKesson Corporation where she manages accounts receivable and refund departments. - Prior to McKesson, she held several supervisory roles at Optimal Billing Solutions and First Health where she improved processes, trained employees, and ensured standards and deadlines were met.

1. Alice Embrey
12156 Cattail Dr. W. 904-383-2179 (cell)
Jacksonville, FL 32223 Alice.oembrey@gmail.com
Professional
Summary
Senior operations management leader with significant experience in the health insurance
and medical billing industry. Areas of specialty include strategic planning, workflow
analysis, and team development. Highly accomplished and results-driven for customer
satisfaction.
Elevated managerial and leadership competencies include organizational agility, problem
solving, interpersonal savvy, developing others and oral/ written communication skills.
Employment McKesson Corporation, Jacksonville, FL
( $138 billion, 37,000 employee leader in healthcare, technology and supply chain management)
Senior Operations Supervisor – Accounts Receivable/Refunds
• Provide direct management over the Accounts Receivable and Refund
Departments include a combined staff of 24 employees.
• Current AR inventory exceeds $200M on an average monthly basis. Direct
results in 2015 include reducing the Days in AR (DAR) by 6 business days, while
reducing the %AR>120 by 3%.
• 2015 Key Indicators reflect a 2% increase in gross collections to date.
• Responsible for ensuring all credit balances are resolved within 90 days of
identification for insurance payers and within 30 days for patients.
Senior Operations Supervisor – Patient Services/Refunds
• Provided direct management over the Customer Service and Refund
Departments included a combined staff of 28 employees.
• Responsible for ensuring all incoming customer calls were handled promptly
while maintaining exceptional quality service.
• Developed processes and workflows that later became part of the training tool
used by various McKesson offices.
• Project Leader for the development, training and implementation of the PCI
compliance for the Jacksonville, FL, Miami, FL and Grand Rapids, MI offices.
• Developed the workflow processes to be used by the Refunds team in order to
ensure all credit balances are resolved within 90 days of identification for
insurance payers and within 30 days for patients.
Optimal Billing Solutions, Inc. , Jacksonville, FL
Posting Supervisor (2007-2007)
• Provided direct management over the Posting Department to a staff of 18
employees.
• Responsible for ensuring all payment and denial transactions were applied in an
accurate and timely manner.
• Designed and implemented Workflow and Quality-Control measures to verify all
monthly obligations were met.
2007-present
2005-2007

2. Alice Embrey Resume / Page 2
Customer Service Supervisor (2005-2007)
• Provided direct management over the following Operational areas: Customer
Service, Mailroom Services, Legal/Collection Services, and Office Receptionist to
a staff of 26 employees.
• Created performance standards and provided weekly performance feedback, as
well as daily coaching, to ensure all standards were met.
• Created statistical reports designed to provide research and tracking data.
• Created and implemented in-depth training seminars held on an on-going basis.
• Initiated motivational rewards program.
First Health, Jacksonville, FL
Member Service Representative - Senior Lead (1995 – 2005)
• Provided Inventory Management: Improved the Jacksonville Regional office's
OPM (Office of Personnel Management) Standard Correspondence Resolution
rate from 87.2% to 92.4% within 2 months and 98.2% within 5 months. Assisted
in improving office's overall Quality Control Management.
• Provided on-going strategic analysis of policies and workflow in order to provide
recommendations for performance improvements.
• Created action plans, based upon strategic analysis, to management on inventory
reduction strategies, utilizing all available resources and skill levels to ensure
success. This resulted in meeting the established production goals.
• Served as Training Instructor for electronic claim processing, and two separate
First Health system programs designed to either re-price or request provider
negotiations for medical claims under the First Health Preferred Provider
network.
• Served as Liaison between the Mail Handlers Benefit Plan and the First Health
Contracts office; resolving claim re-pricing and contract negotiation issues.
• Served as a mentor, providing assistance and training guidance to peers and other
staff members of the organization on an as-needed basis.
• Conducted annual Sales junkets during the Federal Open-Season timeframe to
meet with potential clients and provide presentations for the purpose of
increasing Plan membership.
1987-2005
Customer Service Supervisor (1994 – 1995)
• Provided supervision to a staff of 9 correspondence representatives and 2
technicians
• Provided supervision to a staff of 13 telephone representatives and one
technician
Customer Service Technician (1987 – 1994)
References proudly furnished upon request