Loretta S. Sharpe
Charlotte,NC
Summary
Dedicated to providing quality healthcare, driven by a commitment to professional development and lifelong learning while leveraging optimized technology. Hardworking Customer Service Representative with a focus on addressing customer billing and insurance concerns. Outgoing nature and flexibility excel as a team player, approaching the job with compassion. Proven strength in developing creative solutions that satisfy all parties involved. Extensive experience in healthcare, specifically as a Patient Accounts Specialist, Patient Access, and Customer Service professional. Earned an excellent reputation for problem-solving and enhancing customer satisfaction.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
Atrium Health University City
08.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Patient Accounts Specialist (PAS)
Atrium Healthcare, Previously Carolinas Healthcare System
01.2021 - 07.2023
- Prepared reports detailing billing actions, flags and other key information.
- Processed debtor payments and updated accounts to reflect new balance.
- Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
- Contacted patients after insurance was calculated to obtain payments.
- Responded to patient, family and external payer inquiries.
- Works under immediate supervision of managers and supervisors in Patient Financial Services (PFS)
- Reviews difficult work queues and special projects assigned by leadership.
- Demonstrate thorough knowledge and understanding of patient billing transmission.
- Analyzes denial reasons provided by payers. Collaborates with management to identify trend and address root causes of denials.
- Trains new teammates as needed.
- Managed team of 5 employees, overseeing hiring, training, and professional growth of employees
Patient Services Specialists
Pelvic Health
09.2018 - 12.2020
- Greets and registers patients.
- Verifies insurance and demographic information.
- Checks patients in and out and makes appointments as indicated.
- Collects co-pays and patient payments.
- Work cancellation/schedules changes of providers Answers basic patient billing questions and/or directs to PBO/UBO.
- Monitors and resolves registration errors.
- Completes referrals and authorizations as needed.
- Assists with some financial counseling duties as needed.
- Greeted incoming patients, managed sign-ins and directed each to correct locations.
- Opened office each day and prepared money drawers.
- Assisted patients in filling out check-in and payment paperwork.
- Took copayments and compiled daily financial records.
- Printed department and physician schedules.
- Compiled and reviewed medical charts.
- Handled 10 calls per per day to address customer inquiries and concerns
Patient Services Specialists
Sharpe 2, Charlotte Medical Clinic
02.2014 - 09.2017
- Greets and registers patients.
- Verifies insurance and demographic information.
- Checks patients in and out and makes appointments as indicated.
- Collects co-pays and patient payments.
- Work cancellation/schedules changes of providers Answers basic patient billing questions and/or directs to PBO/UBO.
- Monitors and resolves registration errors.
- Completes referrals and authorizations as needed.
- Assists with some financial counseling duties as needed.
- Completes charge entry in timely manner, as needed.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Handled 20 calls per day to address customer inquiries and concerns
Patient Registrar
Carolinas HealthCare System
07.2001 - 02.2014
- Assisted on special projects at other facilities 100 Bed Management Experience Responsible for interviewing patients Managed beds for entire hospital EPIC trained (Super User) Met individual and team cash goals monthly.
Home Owners Association President
Community Affiliations, Cedar Lane Farms
07.2010 - 07.2012
- Served four terms previously Charlotte.
- Resolved problems, improved operations and provided exceptional service
- Saved $5,000 by implementing cost-saving initiatives that addressed long-standing problems
Material Accounting Specialist
US Reserves Utica
01.2003 - 01.2007
- E4 Honorable Discharge Maintained inventory of soldiers gear in/out Ordering supplies Processed/filed supply request.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Conducted research, gathered information from multiple sources and presented results
Education
Masters of Business Administration -
University of Phoenix
Charlotte, North Carolina12.2012
Bachelor of Science - Business Management
University of Phoenix
07.2010
Skills
- Collaboration
- Analytical skills
- Supervision
- Self-motivated professional
- Reading comprehension
- Critical thinking
- Data management
- Training & Development
- Interpersonal Communication
- Planning and Coordination
- Basic math
- Cultural awareness
- Automated Account Review
- Correspondence Sorting and Filing
- AR Aging Reports
- Attention to Detail
Timeline
Customer Service Representative
Atrium Health University City
08.2023 - Current
Patient Accounts Specialist (PAS)
Atrium Healthcare, Previously Carolinas Healthcare System
01.2021 - 07.2023
Patient Services Specialists
Pelvic Health
09.2018 - 12.2020
Patient Services Specialists
Sharpe 2, Charlotte Medical Clinic
02.2014 - 09.2017
Home Owners Association President
Community Affiliations, Cedar Lane Farms
07.2010 - 07.2012
Material Accounting Specialist
US Reserves Utica
01.2003 - 01.2007
Patient Registrar
Carolinas HealthCare System
07.2001 - 02.2014
Bachelor of Science - Business Management
University of Phoenix
Masters of Business Administration -
University of Phoenix
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