PATIENT FINANCIAL EXPERIENCE AWARDS
Announcing the 2024 Honorees
The Patient Financial Experience (PFX) Awards celebrate the individuals or teams who are committed to solving an end-to-end consumer problem: the fragmented patient financial experience.
They’re the builders, connectors, visionaries, and dream teams who are helping patients easily and affordably pursue the care they need.
The Builders
Creators who are designing or building consumer-focused technology that empowers patients to resolve their bills.
Amy Levine
Amy Levine, Director, Revenue Cycle, Customer Service, Self-Pay, Correspondence and Remit Processing at Hartford HealthCare, was chosen in the builder category because of her work during the implementation of Cedar, aligning goals with Hartford HealthCare’s strategic objectives and establishing a patient advocacy program.
Her work has resulted in significant results for her organization, including an increase in cash flow, better patient engagement, and higher satisfaction. Amy’s data-driven decisions are expected to save annually and boost reimbursements and collections.
Jennifer Tryfon
Jennifer Tryfon is the Administrative Manager of Operations and Customer Service at Keck Medicine of USC. She was chosen in the builder category because of her role as a thought partner in evaluating new Cedar features, continuously focusing on how to improve the patient experience
During their recent migration, Jennifer was a main point person through testing and go live planning, showcasing a deep knowledge and expertise of USC’s revenue cycle and operational workflows. Her adaptability and innovative problem-solving skills underscore her exceptional ability to collaborate and form strong partnerships.
The Connectors
Collaborators bringing teams, platforms and initiatives together, leading to better financial outcomes for providers and patients.
Sheena Reddy
Sheena Reddy is the Principal Product Manager at Providence. She was recognized in the connector category because of the crucial role she plays in addressing patient-facing issues and feedback from the Contact Center.
Her improvements to billing statements and the help center have decreased call volume and increased customer confidence and willingness to pay. This highlights Sheena’s significant impact on patient experience and organizational efficiency.
Amber Gregory
Amber Gregory is the Director of Customer Service at Providence. She was recognized in the connector category because of her efforts to go above and beyond to advocate for the patient and caregiver experience.
Her instrumental role in Cedar’s implementation and her contributions to initiatives like reducing call volumes and improving bill clarity have yielded significant results. Over the past year, Amber’s efforts have led to a drop in call volumes, demonstrating her impact on enhancing patient and caregiver experiences.
Ciara Mathis
Ciara Mathis is the Revenue Cycle Support Director at TeamHealth. She was recognized in the connector category because of her profound understanding of operational intricacies and future needs of her organization, ensuring a positive patient experience.
She demonstrated outstanding leadership by spearheading TeamHealth’s strategic initiative to extend their dunning cycle, partnering closely with Cedar and navigating complex challenges. Her efforts enhanced TeamHealth’s operational efficiency and readiness for industry changes, and ensured minimal disruption for a successful execution.
The Visionaries
Thought leaders who are spearheading innovation that elevates the patient financial experience.
Crystal Hart
Crystal Hart is the Revenue Cycle Manager for AnMed. She was selected in the visionary category because of her integral role in implementing and optimizing the Affordability Navigator product for AnMed.
She provides valuable insights, historical data, and a deep understanding of workflows to enhance existing processes. Her continuous improvement ideas and collaboration with Cedar led to their patients successfully qualifying for Medicaid, resulting in additional net revenue and improved financial situations for patients.
Dawn Davis
Dawn Davis is the Manager of Patient Financial Services at Novant. She was recognized in the visionary category because of her success in process improvement and patient engagement, particularly in guarantor collection management.
She identified issues with patients repeatedly restarting payment plans without making payments and collaborated with Cedar to develop a new process to eliminate disengagement and manual monitoring. This initiative impacted thousands of accounts, streamlining operations, saving time and costs, and re-engaging patients.
Danielle Taylor
Danielle Taylor is the Manager of Process Optimization & Automation for St. Luke’s. She was selected in the visionary category because of her work leading the Cedar Pre implementation.
Her contributions were instrumental in designing pre-visit workflows that benefited both patients and St. Luke’s staff. Throughout the transition to Cedar Pre, Dani has gone above and beyond to make sure the St. Luke’s team feels supported and offers feedback when she identifies improvement opportunities. Her leadership, collaborative spirit, and appreciation of the patient experience has been crucial in the success of this initiative.
The Dream Team
A cohesive group that collaborates effectively and supports one another to drive the financial experience in healthcare forward.
Chris Pushor and Joann Febus
Chris Pushor, Director of Revenue Cycle, and Joann Febus, Senior Manager, Patient Financial Services, make up our dream team from ApolloMD. These operational leaders were recognized because of their exceptional empathy, effectiveness in their roles, and their ability to prioritize patient-first decisions.
They played a key role in the successful launch of Early Out Servicing for ApolloMD, collaborating with Cedar. Their thoughtful feedback, meticulous preparation, and engagement with early performance data have enhanced service delivery and patient experience. Their efforts ensured the on-time launch, seamless team alignment, and high patient satisfaction scores, highlighting their exemplary leadership and partnership.
Missed nominations in 2024?
Nominations will open in May for 2025!