About Encore Exchange
Encore Exchange, formerly CCi, is the healthcare industry expert in patient communications and self-pay management. With nearly 50 years of success in patient balance resolution and revenue cycle integrations, Encore Exchange leverages its proven ability to drive down bad debt while improving patient relationships. Encore Exchange offers hospitals an infinitely flexible co-designed solution that integrates the best of patient-centric service and technology with existing hospital resources. With Encore Exchange, patients receive an encore of financial treatment matching the positive clinical experience hospitals deliver.
Members of the Executive Leadership Team serve to develop, mentor, and direct the work of their fellow employee owners
Chief Executive Officer
Beth has been the CEO of Encore Exchange since 2004, at which time she succeeded the company’s founder. Her key accomplishments include oversight of the transaction to achieve a 100% employee-owned company; the transformation of the company from a hyper-focused niche collection agency to a comprehensive revenue cycle management firm; the diversification of services through strategic business partnerships with leading EHR & HIS providers; and most recently, the rebrand of CCi to Encore Exchange. Other key positions held by Beth include Vice President of Business Development, Vice President of Sales and Marketing, and Vice President of Client Services. She began her career at CCI in 1989.
Beth is an active member of World Presidents’ Organization (WPO) and Forum, a graduate of Young President’s Organization (YPO), a member of Healthcare Financial Management Association (HFMA), and a member of the Association of Credit and Collection Professionals (ACA International). She is an Elder at Highland Presbyterian Church, a commissioned member of the Salem Presbytery Dream Team, a member of PIRD (Presbyterian Interracial Dialogue) and is helping spearhead two entrepreneurial programs: Chatham Hall’s Global Academy and Wake Forest University’s Tending the Field. She has previously served on the Board of Visitors at Salem College and the PTA’s National Board for “Reflections.” Beth is a graduate of Salem College, Harvard Business School’s Executive Leadership program, University of the South’s EFM program, and has her MDIV from Wake Forest University.
Charles is responsible for leading Encore Exchange employee-owners in delivering quality solutions to customers and their patients. Previously, he served as the Company’s Chief Financial Officer. Charles serves directs the Executive Management Team, and serves on the Board of Directors, 401(k) and ESOP Committees.
Prior to joining the Company, Charles gained professional experience with accounting, banking, and retail firms. He is a graduate of the University of North Carolina at Chapel Hill and licensed as a Certified Public Accountant. Charles is a member of national and state CPA associations and the Society for Human Resource Management. He completed the Harvard Business School High Potentials Leadership Program. Charles has served as a mentor in Senior Academy, a partnership between the local Chamber of Commerce and school system that provides mentoring to at-risk high school seniors, and in the Corporate Volunteers Program, with the objective of improving the reading performance of elementary school students. Charles is a graduate of Leadership Winston-Salem, a program to educate, connect and energize leaders to serve and improve the community.
Chief Product Strategy Officer
John has responsibility for envisioning and developing Encore’s product and services portfolio. Having formerly served as our Chief Technology Officer and our Chief Revenue Officer, he possesses a unique skillset blended by an understanding of both technology and customer needs. Prior to joining CCi in 2009, John acquired a wide range of system and project management experience via his participation in the startup of two software companies, as well as a fourteen-year tenure at Hanesbrands Inc. He is a graduate of the State University of New York College at Oswego and has served on the board of directors of Triad Disability Advocates, a nonprofit organization assisting the least fortunate in filing federal disability claims.
VP Revenue Cycle Services
Deana is responsible for managing the Revenue Cycle team which includes Client Management. She works closely with the Contact Center Manager to ensure the delivery of excellent service to each patient. Deana’s team collaborates with Project Management to implement all new clients and ensures efficient and timely go-lives. Prior to CCi, Deana worked in retail management for 15 years where she acquired strong operational skills that support the team’s needs for highly efficient processes and strong client support. Her heart for customer service is evident in the way she manages her team to support patients and Encore’s clients.
Director of Technology Services and Security Officer
John leads our Technology Services, Computer Operations, and Application Development teams, and serves as our Information Security Officer. He has over 25 years of experience in building and managing innovative systems and solutions for businesses in a variety of industries. John has a degree in Industrial Engineering from Arizona and has worked in various roles in the Technology field since. Previously, John has served as a consultant supporting various small businesses concentrating on networking technologies and support. John has held the position of senior IT resource for companies in multiple industries, including Legal services, tradeshow and event services, and broadcasting. He has served in the roles of technology advisor to senior management, strategic planning and budgeting, network, infrastructure and technical services manager, and security/regulatory compliance officer.
Manager Contact Center Operations
Doreen is responsible for the day to day operations of our Contact Center. She has directional oversight of multiple departments including Quality, Workforce Management, and Recruiting/Training to ensure an alignment that results in operational and service excellence. She has over 20 years of experience in both financial and telecommunications call center customer servicing. Previously, Doreen developed extensive operational and leadership skills while serving 11 years with American Express as a vendor liaison, ensuring delivery of the service brand by outsource agencies. Doreen is a communications major graduate of Appalachian State University and presently serves as a Senior Advisor with Crosby Scholars of Winston Salem.
Medical Collections Manager
Kim is responsible for the Medical Collections Team Operations and oversees compliance and regulatory requirements for the collection agency. She manages recruitment and training of Collection Representatives, sets standards, and guides best practices for the agency’s communication with patients, hospital staff, legal correspondence, and regulatory bodies. Kim has been with Encore Exchange since 2013 and is pursuing education and training to for the role of Compliance Officer.
Join the Team
Encore Exchange is a U.S. based 100% employee-owned company. We demonstrate a rare level of commitment to our employee-owners, business partners, and especially our patients. We are committed to leadership development and believe that every employee is a leader. If you share our passion for the pursuit of excellence, we want to speak with you!