Shannon Browne Holmes — Operations Analyst, Business Office

2022 UHS Service Excellence Winner

The Acute Care Revenue Cycle team has undertaken a large project during the past 18 months installing the Artiva software to improve Insurance Company collections. The project was complex, involving significant workflow design, build/configuration, multiple rounds of testing and go-live support for both the Atlantic and Western Region CBOs.

During the project activities, Shannon consistently delivered Service Excellence. Her tasks required hundreds of hours of meeting with staff and discussing in detail every step in their collection process. This was at times tedious and stressful.

In addition to developing excellent relationships with internal UHS personnel, Shannon also partnered with our vendor in a way that made everyone enthusiastic as we worked to collaboratively build the best models for Collections.

There were multiple times during the project when unexpected travel or working straight through the weekend was necessary. In summary, Shannon was a key contributor who assisted in our October go-live. She represents the best of UHS Service Excellence.