ICIE Collins
@iecollins
Experienced healthcare operations professional with a focus on training.
United StatesWhat I'm looking for
As a dedicated healthcare operations professional with over 4 years of experience in revenue cycle management and 7 years in training and staff development, I have honed my skills in streamlining billing processes and enhancing team performance. My journey has been marked by a commitment to aligning training initiatives with business objectives, ensuring compliance, and driving continuous improvement.
At Texas Children’s Hospital, I designed and implemented comprehensive training programs that supported all facets of the revenue cycle. My role involved maintaining up-to-date training materials and delivering effective orientation sessions that improved staff competency. I partnered with leadership to assess the effectiveness of training programs, ensuring that our teams were well-equipped to meet the challenges of a dynamic healthcare environment.
In my previous position at UnitedHealthcare, I delivered training to clinical staff on compliance and operational changes, tracking metrics to provide insights for ongoing improvement. My ability to communicate effectively and lead high-performing teams has been recognized throughout my career, and I am passionate about fostering a culture of excellence in healthcare operations.
Experience
Work history, roles, and key accomplishments
Interim Training Specialist
Percepta
Feb 2020 - Present (5 years 5 months)
Facilitated training across departments on customer service and revenue-related processes, conducting needs assessments and coaching to close performance gaps. Managed learner transitions from training to production, ensuring KPIs were met and promoting process changes.
Employee Development Specialist
Texas Children’s Hospital
Jan 2022 - Present (3 years 6 months)
Designed and implemented training programs supporting all aspects of the revenue cycle. Maintained and updated training materials for systems, SOPs, and policy compliance, delivering orientation and ongoing education to improve accuracy and staff competency.
Customer Experience Specialist – Automotive
Percepta
Sep 2019 - Present (5 years 10 months)
Handled escalated client issues with technical expertise and empathy, working cross-functionally with dealers and service teams to resolve billing disputes. Maintained consistent performance in the top 10% of NPS and quality scores.
Training Specialist
UnitedHealthcare / Optum Health
Dec 2015 - Present (9 years 7 months)
Delivered training to clinical staff on systems, policy, and revenue-related compliance, conducting train-the-trainer sessions and monitoring training impact across teams. Developed content aligned with regulatory standards and operational changes, tracking training metrics and providing insights to leadership.
Education
Degrees, certifications, and relevant coursework
Lone Star College – Kingwood
General Studies, General Studies
Currently enrolled at Lone Star College – Kingwood. Actively pursuing coursework to further academic and professional development.
M.B. Smiley High School
High School Diploma, General Studies
Completed high school education, earning a diploma. Focused on a general curriculum preparing for further academic or professional pursuits.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
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