WENDY W. BONNER, MSM, MBA
146 Springside Ave., C2 • New Haven, CT 06515
[Send email using form at bottom] •  [Send email to request phone number] 89-6625

ORGANIZATIONAL DEVELOPMENT / DIRECTOR PROFILE 
Strategic Planning    •    Partnership Alliances    •    Training Management

Inspirational and dedicated team leader and relationship builder poised to apply
strong career history in network and account management to orchestrate positive
organizational change and influence teams to achieve highest performance
standards. Complementary experience in building lasting partnership networks and
internal alliances with demonstrated talent for leading training initiatives that
capitalize upon previous successes. Strong sensitivity to balancing individual
and collective needs; cultivate cohesive efforts toward achieving collaborative
corporate goals. 
CORE COMPETENCIES
•	Change / Crisis Management
•	Innovative Leadership
•	Operational Turn-around	•	Performance Initiatives
•	Mentoring and Coaching 
•	Talent Recruiting & Management	•	Team Training & Mentoring 
•	Relationship Management
•	Technology Implementation
PROFESSIONAL EXPERIENCE
UNITEDHEALTH GROUP – New Haven, Connecticut	10/2007-Present
Network Account Manager
Coordinate network accounts, provider relations, and physician contracts /
recruiting for this leading managed care and benefits organization; hold
individual responsibility for 8 hospitals, 800 individual providers and physician
groups.
Coordinated network accounts, provider relations, and physician contracts /
recruiting for this leading managed care and benefits organization; held
individual responsibility for 8 hospitals, 800 individual providers and physician
groups.  Communicated with business partners and key stakeholders, including
physicians, healthcare providers, hospitals, and clinics to provide contractual
arrangements at competitive market rates.  Ensured excellent patient service, and
maintained diverse provider list.  Assessed trends to determine network adequacy;
developed strategies to fill provider / service gaps. Led meetings with internal
departments, team members, and providers; created and disseminated training
materials. Assisted teams with issues resolution, appeals, provider service
concerns and monitored contract load processes. Identified and implemented
network expansion and management strategies including pricing analyses, cost
negotiations and contractual language.  Gathered and organized information on
problems or procedures for hospitals, physician groups and individual
practitioners.  Analyzed data gathered and developed solutions or alternative
methods of proceeding.  Conferred with personnel concerned to ensure successful
functioning of newly implemented systems or procedures.  Developed and
implemented records management program for tracking multiple issues with
providers.  Reviewed forms and reports and conferred with management and users
about format, distribution, and purpose, and to identify problems and
improvements.  Interviewed personnel and conducted on-site observation to
ascertain unit functions, work performed, and methods, equipment, and personnel
used.  Documented findings of study and prepared recommendations for
implementation of new systems, procedures, or organizational changes.  Prepared
manuals and trained co-workers in use of new forms, reports, procedures or
equipment, according to organizational policy. 




Key Achievements:
	Continually ensure cost-effective, competitive, and stable partner
networks to yield an affordable and predictable product for customers and
partners. 
	Demonstrated excellent relationship management strengths; communicate
with stakeholders to proactively negotiate decisions regarding legal / regulatory
requirements, contract standards and cost targets. 
	Selected to lead hospital Joint Operating Committee (JOC) meetings
along with guiding the provider outreach and communication processes.
CT BEHAVIORAL HEALTH PARTNERSHIP – Rocky Hill, Connecticut	2/2006-10/2007
Network Development Specialist, Provider Relations
Managed diverse aspects of provider relations, network / provider recruiting,
and account management to fill provider gaps in network while enhancing
coordination of community-based behavioral health services.
Identified and contacted individual clinicians, hospitals, clinics, and other
healthcare providers to present advantages of network participation, answer
inquiries, and negotiate participation agreements. Negotiated in- and out-of
network contracts; coordinated with providers to ensure compliance and continued
positive provider relations. Supervised two team members. Addressed escalated
issues, appeals, and service quality concerns. Managed documentation for
contracts along with regular reports for senior management and departmental
meetings.  Performed trend and mix analysis of revenue geographically.  
Identified deviations in cost and utilization and revenue variances.  Met with
internal stakeholders to discuss key growth strategies, make recommendations, and
determine action plans. Gathered data and assessed trends in provider activity,
service issues, and training / education opportunities.  Established and
implemented departmental policies, goals, objectives and procedures. Prepared
tables, graphs and pivot tables to reported trends in provider enrollment in
concert with other departments to identify various issues and solution.  Tested
programs/database, corrected errors and made necessary modifications.  Worked as
part of a project team to coordinate database development and determined project
scope and limitation.  Trained users, specified users and access levels. 
Reviewed project requests describing database user needs.

Key Achievements:
	Grew provider base through maintaining and utilizing a comprehensive
database managing providers by demographic, status, specialty, participation, and
enrollment. 
	Leveraged collaborative outlook in partnering with the Provider
Relations team to quickly resolve provider appeals and concerns in a positive and
mutually beneficial manner.
YALE UNIVERSITY, SCHOOL OF MEDICINE – New Haven, Connecticut	3/1999-11/2005
Clinical Practice Specialist / Account Assistant, Yale Medical Group
Led Clinical Practice Management training and process improvement efforts across
all clinical departments to enhance patient billing and collection processes. 
Earned promotion from Account Assistant IV to serve as liaison with clinical
department end users for problem solving, education, and enhancements to all
aspects of clinical practice operations and management. Led Clinical Practice
Management training and process improvement efforts across all clinical
departments to enhance patient billing and collection processes.  Earned
promotion from Account Assistant IV to serve as liaison with clinical department
end users for problem solving, education, and enhancements to all aspects of
clinical practice operations and management. Recommended, implemented, and
monitored new procedures to facilitate all financial and department operations
and improve communications. Analyzed and interpreted detailed reports, e.g. tools
and models used for forecasting and trend analysis via excel, business
intelligence programs and cognos.  Provided input into the development of
solutions to problems referred by other staff. Audited processes on a regular
monthly schedule. Developed training scenarios for classes and testing purposes.
Supervised four team members. Developed, implemented and monitored policies and
procedures to optimize physician reimbursement and ensure billing compliance for
the Yale Medical Group. Communicated with all clinical departments, Patient
Financial Services departments, third party payers, managed care contracting
staff and compliance departments on all aspects of the billing and reimbursement
process.   Developed, implemented and monitored policies and procedures to
optimize provider reimbursement and improve patient care service. Functioned as a
resource and educator for clinical department physicians and staff, and Patient
Financial Services insurance, cash, claims and customer service staff on billing,
coding issues, utilization review, risk management and ,performance improvement. 
 Monitored payment of all services from all major carriers and pursued appeal of
reimbursement, compliance and reporting performance relative to accrediting and
regulatory body of standards such as JCAHO.  Supported accreditation and
regulatory functions as related to performance and quality improvement. 
Researched profile variance report data.  Evaluated appropriateness of payment
levels and contact carriers regarding incorrect payment of specific coding
issues. Communicated with managed care contracting staff regarding carrier
payment history. Coordinated with managed care office on contracting with third
parties.  Regularly reviewed the billing activity of specific clinical
departments or sections. Provided comprehensive, detailed summary of findings,
including payment history, rejection analysis and frequency and status of unpaid
claims. Provided advice on operational improvements to enhance efficiency of
payment and overall reimbursement of clinical services. Communicate findings at
regular meetings with clinical department representatives. Reviewed additions,
deletions and changes to CPT, HCPCS, and ICD-9 codes annually. Assisted with
annual fee update and as provider or payer requirements dictate. Updated
encounter forms and educated departments on changes in standards, regulations,
laws and directives. Established policies and procedures for claim rejection
processing. Researched payment policies of payers and communicate changes to
clinical departments and insurance follow-up staff. With the assistance of the
clinical department staff, submit and pursue appeals of rejected services. 
Ensured compliance with University, governmental and all third party regulations,
including claim submission, coding accuracy and documentation to support billing.
Performed quality assurance process by reviewing medical records for accuracy,
completeness and compliance with payer requirements.  Worked with other
reimbursement department staff on team projects as assigned.
Key Achievements:
	Developed multiple processes and procedures that streamlined
operations, captured significant cost-savings, and ensured compliance. 
	Provided recommendations for system changes, training needs, or other
process improvement opportunities.
CENTURY FINANCIAL SERVICES – New Haven, Connecticut	9/2002-3/2003
Collection Representative
Contacted customers regarding to payments, damage claims, or extension of
credit. 
Served as team lead overseeing 8 staff members. Coordinated mailings to
customers regarding delinquent accounts and traced delinquent customers to new
addresses. Consulted with credit department to resolve issues related to accounts
turned over to attorneys. Received payments and posted to customer accounts.
 
***   Prior temporary and permanent employment as, Accounting Clerk with Fusco
Corporation, Auditor with Citibank Mortgage Company, Assistant Client
Representative with IBM, and Auditor / Loan Closer with Merrill Lynch Equity
Management.   ***
EDUCATION AND CREDENTIALS
ALBERTUS MAGNUS COLLEGE, New Haven, Connecticut
Master in Business Administration, 2005 / Master of Science in Management, 2004
Tau Pi Phi Honorary Society - Business and Economics Honorary Society
Bachelor of Science, 2002
Professional Association: NANBPWC, Financial Secretary/Chair Person Community
Action (2006 to Present)