Robert Baillie is an associate director with the Healthcare team at Navigant. He brings more than 14 years of management consulting experience and over 7 years of revenue cycle experience with a focus on transitioning revenue cycle functions to shared services.
Baillie has deep operations management experience, he was the cash posting director for 12 client hospitals, for a Business Process Outsourcing company. The various hospitals used a variety of Patient Accounting Systems including Epic, Invision, and Meditech. In addition to cash posting, Mr. Baillie worked across the revenue cycle with focus on areas in billing, follow-up, customer service, financial clearance, registration, and pre-registration.
Baillie also has extensive training and change management experience having led numerous change initiatives at large Fortune 500 companies, prior to his work in the revenue cycle. Baillie excels in ambiguous environments where the path to achieving a goal may not be clear by breaking down complex problems into smaller, achievable tasks and managing to achieve the goal.
Areas of Expertise:
Led the revenue cycle transformation of a large regional health system focusing which ultimately resulted in over $40M in net revenue improvement. Robert’s team worked with the client in several initiatives to improve the overall revenue cycle, but focused on denial management, self-pay yield, bad debt reduction, and cash acceleration as key initiatives to improve the revenue cycle. Robert also led the due diligence review for the merger between the client and another regional health system in a neighboring state. Mr. Baillie identified the synergy opportunities across the combined organization, and developed a road map to achieve those opportunities.
Served as an interim director of revenue cycle for a local hospital affiliated to a large academic medical center in California. Mr. Baillie was responsible for all revenue cycle daily operational activities on the front and back end. Mr. Baillie was also tasked with: creating a transition plan for the permanent director, developing a cash acceleration plan, and ICD-10 preparation activities. During his tenure at the client Mr. Baillie was able to improve cash collections from 3.5 million to over 7 million per month.
Served as the director for cash applications, credit management, correspondence, and special projects at two shared service centers with 12 client hospitals for a revenue cycle business process outsourcing company. While at one shared service center Mr. Baillie managed 7 different client hospital cash application functions, with $2.3 billion in gross patient service revenue. Mr. Baillie has experience managing large teams across multiple geographies, having led multiple organizations of over 30 people which included onshore and offshore resources. While acting as a shared service director Mr. Baillie was responsible for: obtaining client buy-in on the transition plan, developing workflows between the shared service center and client hospitals, arranging access to necessary technology and bank information, developing training materials, delivering training to shared service staff in the US and India, reporting cash metrics to shared service and client leadership, monitoring cash metrics and troubleshooting cash application issues at each client hospital.
Project lead for a Point of Service (POS) collections improvement project for a large academic medical center in the Southeast United States. The POS collections process was not standardized across the various client facilities and clinics, and there was limited reporting available for POS metrics. The project improved total POS collections by 15% in just three months, resulting in an estimated incremental increase of $780K in collections. As project lead Robert was responsible for: developing POS metrics and reporting, developing and deploying training to over 400 front end employees at over 80 different locations, developing a tool to calculate self-pay deposit amounts, developing scripting for employees to ask for payment, and leading the post go-live support process. Additionally, Robert served as a cash application liaison for the client to help address Epic cash posting issues. Robert worked with the client to: automate their lockbox to post electronically, develop additional legacy system training materials, and develop cash posting process flows to identify improvement opportunities.
Extensive experience with technology implementations having held multiple roles on implementation projects, from business analyst to test lead, before specializing in training and change management. Robert has over 12 years’ experience working on technology adoption across multiple types of packaged software including Epic. Mr. Baillie has successfully developed and managed numerous change management strategies for fortune 500 clients and regional health systems. This includes all aspects of change management such as: workforce planning, stakeholder analysis, change impact assessment, training strategy, training development, training delivery, communication planning, executive alignment and change readiness measurement.
Served as the Interim Cash Application Manager for a regional health system with $1.25 billion in gross patient service revenues with including 4 acute hospitals and physician practice. He was responsible for cash application for the physician and hospital accounts, correspondence process, and credit management. Robert managed a team of 10 onshore and 45 offshore resources. Mr. Baillie reduced average daily “in process payments” by 23%, from $1.3 MIL to $1.0MIL, while improving quality. He also implemented a quality control process which enlightened management to the scope of perceived cash posting problems. This quality control process allowed management to posting “defects” and monitor the result of quality improvement initiatives.
Developed and implemented a comprehensive revenue cycle training curriculum for all front and back end revenue cycle employees for a large regional health system with $3.3 billion in gross patient service revenues. Mr. Baillie was responsible for developing and delivering training for a new CBO and FCC, as well as, training for patient access employees. Robert helped develop over 30 Instructor Led Training modules and 50 job aids for roles within the revenue cycle to ensure employees understood their new workflows as part of working with shared services. The developed curriculum will also benefit the client for new hires, as no training materials existed previously.