Vice President, Compliance Services

Kraft Healthcare Consulting, LLC

Mother knows best.

It’s a lesson many people learn again and again, and Heather Greene readily admits to being one of them. Growing up in Kentucky, she had a deep respect for her mother’s clinical skills as a registered nurse.

“I was always enthralled at her ability to help others and the self-satisfaction she gained from her healthcare profession,” Greene recalled. Yet, she continued, “I quickly found that nursing would not be my calling.”

Recognizing her daughter’s technical acumen and interest in healthcare, Greene’s mother suggested she look into health information management. Greene said, “No.” A couple of rounds later, Greene finally gave in and took some HIM courses at Eastern Kentucky University. “Of course,” she said with a laugh, “I tried it and fell in love with it.”

Coming to recognize healthcare encompasses much more than just clinical providers, Greene has put her specialized skillset to work around the complex compliance issues surrounding billing, coding, auditing, and documentation. With the ICD-10 conversion looming, Greene’s services are in constant demand as she prepares clinical and operational staff for the intricacies of the new system.

“It’s a good feeling when our clients can confidently say they are prepared for the ICD-10 conversion …. whenever it finally happens,” she said.

While coding has taken center stage of late, it is but one of many regulatory and operational edicts facing the healthcare industry. “I truly love my job because I actually like change,” Greene said. “The health information management profession is challenging because it is a constant work in progress. It requires continual learning to stay abreast of the changing regulations and to keep our clients informed and in compliance.”

She added, “A challenge is just an opportunity.”

Greene has found that a positive outlook helps people shed some of their resistance to change and begin to look at what can be accomplished through new processes and systems. On a more pragmatic note, she added, “Healthcare is going to change. You can lead, follow, or get out of the way.”

However, she continued, when people are open to learning, they are often surprised by their own capabilities. “I especially enjoy seeing when our clients discover a new way to solve an issue. It brings a lot of personal and professional pride.”

The longer she has been in the field, the more she has connected the dots between robust HIM systems and efficient, high quality healthcare delivery. “Compliance is the foundation for excellent patient care,” Greene stated. “As we improve, we take better care of our patients … and that’s the bottom line.”

While her mother has long been her personal role model — “I want to be her when I grow up,” Greene said with a laugh — she named Scott Mertie, president of Kraft Healthcare, as her professional mentor. “He has helped me realize my potential and grow into a leader in the HIM field,” she said.

Greene noted that just as she does with clients, Mertie has challenged her and allowed her to sharpen her skills and grow her confidence by putting her in new situations on both a local and national stage. “It’s truly been amazing to see the transformation I’ve gone through,” she marveled.

Married to Todd, a facility technician with AT&T, and with four teenage boys ranging from 15 to 19 years old, technology abounds in the Greene household. Yet, she said, the best times are when the family unplugs. “We like to go hiking together. We like fishing and canoeing.” A goal over the next decade is for the entire family to tour Europe. “I think experiencing other cultures helps you put our own life in perspective,” she explained.

International travel will have to wait awhile, however. First, there’s the issue of the International Classification of Diseases, 10th revision, to manage.