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Stellar customer service is leader’s top priority

Bolingbrook – Many years ago, a boss told Ruby Mann, “There’s a reason why ‘services’ is in our name: It’s because our jobs revolve around providing excellent customer service.” That advice stuck with Mann and she’s worn it like a badge ever since.

 

For 17 years, Mann has been the director of patient financial services for Adventist Midwest Management Services (AMMS) in Bolingbrook, the physician operations side of Adventist Midwest Health.

 

Mann’s colleagues consider her extremely knowledgeable and helpful. Mann feels her organization’s culture makes this possible.

 

“I enjoy the people I work with, I respect and learn each day from my leaders and peers, and I believe in our mission,” said Mann, a resident of Westmont. “Working for a Christian organization is rewarding for me. It gives purpose to what I do every day.”

 

For her commitment to Adventist Midwest Health’s mission of extending the healing ministry of Christ, Mann was one of five Adventist Midwest Health leaders to receive the organization’s pillar award at the quarterly leadership development institute in October.

 

AMMS Chief Executive Officer Pam Williams praised Mann for her dedication.

 

“Ruby manages her department with intelligence, perception and a willingness to assist,” Williams said. “She often enthusiastically takes on many additional responsibilities to get the job done.”

 

In 1982, immediately after graduating from Loras College in Dubuque, Iowa, with a bachelor's degree in psychology and a concentration in business, Mann worked with a company that provided credit card options for patients to pay their healthcare bills. Five years later, she joined a behavioral health practice as the manager of billing and collections. In 1993, Mann followed Williams to Adventist Midwest Health.

 

AMMS provides management and billing services to Adventist Health Partners (AHP), the residency programs at Adventist La Grange Memorial Hospital and Adventist Hinsdale Hospital, as well as other hospital-based physician services.

 

Mann’s daily responsibilities include answering questions, preparing reports for various clients, reviewing processes for improvement opportunities and best practices, and reviewing financial performance indicators, such as days in receivable collection rates, bad debt, contractual adjustments and net revenue.

 

In between conference calls and site meetings, Mann always take a few minutes every day to reflect on the day, learn from mistakes and recognize her staff.

 

In 2008, Mann facilitated AMMS’ successful implementation of NextGen Healthcare, a full-service organization with an integrated line of software products for healthcare entities. She assumed many responsibilities for transitioning the billing, scheduling and reporting to NextGen, but she but refuses to take credit.

 

“With the help of many people from our corporate information systems department and members of our own AMMS team, we were able to build the system files, create reports, provide training and bring everyone on the new system successfully,” Mann said.

 

Her years of experience have taught her that there’s always something new to learn in the healthcare industry. This makes her job stimulating and enjoyable. Her biggest challenge is finding balance.

 

“There just aren’t enough hours in a day,” Mann said. “I cut out my hour of exercise today, so I’ll have to work out twice as hard tomorrow.”

 

Pillar award nominations are solicited from Adventist Midwest Health’s senior leadership teal. To be eligible, nominees must demonstrate commitment to the organization’s “S.H.A.R.E” standards of behavior: Sense, Help, Acknowledge, Respect and Explain. They must also demonstrate measurable results on the quarterly goals set for their departments. These goals are organized under the seven categories, or pillars, of spiritual life, people, clinical, service, community, growth and stewardship

 

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Adventist Midwest Health includes Adventist Bolingbrook Hospital, Adventist GlenOaks Hospital, Adventist Hinsdale Hospital and Adventist La Grange Memorial Hospital. To find a physician, visit www.keepingyouwell.com.

 

Media contact: Lisa Parro, senior public relations specialist, Adventist Midwest Health, Lisa.parro@ahss.org; 630-312-7508