Summary
Overview
Work History
Education
Skills
Timeline
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Korrie Sowards

Maryville,MO

Summary

Customer-focused support professional with 12+ years of leadership, training, and problem-solving experience in healthcare, SaaS, and online education industries. Skilled in onboarding, multi-channel customer support, documentation development, and cross-functional collaboration. Proficient in HubSpot, Salesforce, EHR systems, and proprietary CRMs. Recognized for translating complex workflows into clear, actionable guidance that drives adoption, satisfaction, and operational efficiency.

Overview

18
18
years of professional experience

Work History

Patient Account Representative

SSM Health
Remote
01.2024 - Current
  • Manage complex patient accounts, ensuring accurate processing of insurance claims, payments, adjustments, and refunds in alignment with payer guidelines and HIPAA compliance.
  • Investigate and resolve denied or delayed claims by conducting root cause analysis, initiating appeals, and collaborating with insurance carriers to secure timely reimbursement.
  • Deliver assistance through multiple channels, including secure email, live chat portals, and by phone.
  • Streamline account workflows by identifying bottlenecks and implementing corrective procedures, improving claim resolution turnaround times.
  • Collaborate cross-functionally with clinical, billing, and revenue cycle teams to address systemic claim issues and improve overall revenue recovery.
  • Leverage EHR systems, payer portals, and multiple healthcare software platforms to track claim statuses, update patient records, and ensure real-time data accuracy.

Customer Service Manager | Sales Executive | Social Media Manager

Stay At Home Bookkeeper Academy
01.2021 - 09.2023
  • Directed customer service, sales, and social media operations for a $5M online education business, ensuring consistent, high-quality client experiences.
  • Provided responsive client support via email, integrated live chat systems, and video conferencing platforms to resolve inquiries and deliver training.
  • Designed and implemented Standard Operating Procedures (SOPs) for sales and social media roles, improving training efficiency and reducing onboarding time by 30%.
  • Led cross-functional initiatives to align marketing, sales, and support teams, resulting in improved lead conversion rates and faster issue resolution.
  • Drove brand growth by developing targeted digital marketing campaigns across multiple social platforms, boosting engagement and driving measurable sales increases.
  • Conducted high-impact sales calls, presentations, and virtual events that consistently met or exceeded KPIs.
  • Identified and resolved operational bottlenecks by creating streamlined workflows and clear communication channels between departments.
  • Optimized procurement processes and negotiated vendor agreements, reducing costs while maintaining quality standards.
  • Built and maintained an organized digital asset library, enhancing accessibility and efficiency for the marketing and content teams.
  • Facilitated employee onboarding and mentoring programs, ensuring new hires quickly adapted to company culture and performance expectations.

Chief Executive Officer

Family Eye Clinic
Maryville, MO
09.2010 - 08.2023
  • Directed all operational, financial, and clinical functions for a full-service optometry practice, ensuring compliance with HIPAA, OSHA, and state healthcare regulations while maintaining exceptional patient satisfaction scores.
  • Developed and implemented strategic business plans that increased annual revenue and expanded service offerings, securing the clinic's position as a leading local provider.
  • Led a cross-functional team of optometrists, opticians, and administrative staff-improving workflow efficiency by 30% through targeted training and process optimization.
  • Offered personalized patient and staff support through in-person consultations, secure email communication, and virtual follow-up meetings to ensure continuity of care.
  • Proactively anticipated both staff and patient needs, adjusting resources, scheduling, and services to ensure a smooth, personalized care experience and a positive work environment.
  • Introduced an electronic health record (EHR) system and updated in-house CRM, streamlining patient data management, improving accuracy, and reducing administrative workload by 25%.
  • Negotiated vendor contracts to reduce supply costs and enhance profitability without sacrificing quality of care.
  • Designed and delivered ongoing staff development programs that reduced turnover and boosted team productivity and morale.
  • Launched targeted marketing campaigns-both digital and community-based-that increased new patient acquisition by double digits year-over-year.
  • Resolved complex operational challenges, including staffing shortages and regulatory changes, by proactively adapting policies and reallocating resources to maintain uninterrupted patient care.
  • Built lasting patient relationships through a culture of empathy, personalized care, and proactive follow-up, leading to high retention rates and strong word-of-mouth referrals.

Sales Consultant | Accounts Receivable Specialist

Essilor Laboratories of America
Dallas, TX
11.2007 - 09.2010
  • Managed a portfolio of 200+ optical industry accounts across Western Missouri and Kansas, driving sales growth in a $6M territory.
  • Initiated and nurtured long-term client relationships, consistently exceeding sales targets through consultative selling and tailored product recommendations.
  • Delivered in-person and virtual product trainings to client staff, improving adoption of new lens technologies and boosting reorder rates.
  • Leveraged Salesforce and proprietary CRM systems to track account activity, forecast sales, and identify upsell opportunities.
  • Adapted presentations and marketing strategies to meet the unique needs of diverse practices, increasing client engagement and satisfaction.
  • Resolved complex order, billing, and delivery issues by collaborating with production, logistics, and finance teams, ensuring minimal disruption to client operations.
  • Represented Essilor at industry events and trade shows, strengthening brand presence and generating new business leads.
  • Analyzed territory sales data to identify underperforming accounts and implemented targeted growth strategies, resulting in increased revenue across multiple markets.

Education

Diploma -

Lafayette High School
Saint Joseph
05.2000

Skills

  • Multi-Channel Support
  • SaaS Platform Administration
  • CRM Administration
  • Onboarding
  • Training
  • Product Demos
  • SOP Creation
  • Documentation Management
  • Troubleshooting
  • Process Optimization
  • KPI Tracking
  • Performance Improvement
  • Customer Advocacy
  • Feedback Loop Creation
  • Cross-Functional Collaboration
  • Team Leadership
  • Mentorship
  • Microsoft Office
  • Google Workspace
  • Zoom
  • Slack
  • Teams
  • Voxer
  • SOPs
  • FAQs
  • Training Guides
  • Digital Asset Libraries

Timeline

Patient Account Representative

SSM Health
01.2024 - Current

Customer Service Manager | Sales Executive | Social Media Manager

Stay At Home Bookkeeper Academy
01.2021 - 09.2023

Chief Executive Officer

Family Eye Clinic
09.2010 - 08.2023

Sales Consultant | Accounts Receivable Specialist

Essilor Laboratories of America
11.2007 - 09.2010

Diploma -

Lafayette High School

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Korrie Sowards