Sandra Whalum
Las Vegas,NV
Summary
Dynamic and results-driven Contact Center Operations Supervisor with 9+ years of progressive experience managing high-volume, multi-channel contact centers in remote and hybrid environments. Adept at leading teams of 20+ agents, optimizing workflows, implementing process improvements, and ensuring operational goals and quality metrics are consistently met. Proven ability to coach, mentor, and develop staff while balancing productivity, customer experience, and compliance requirements. Experienced in preparing strategic reports, operational briefs, and maintaining multiple system applications with minimal supervision.
Overview
9
9
years of professional experience
Work History
Operations Supervisor – Contact Center
Concentrix
03.2022 - Current
- Manage end-to-end hospital billing and collections, processing 80+ accounts daily with focus on high-dollar claims exceeding $10K.
- Review and correct claim edits and denials in Epic, ensuring compliance with payer-specific submission rules.
- Investigate underpayments and non-payments using EOBs and remittance data to identify trends and resolve discrepancies.
- Execute account adjustments, rebills, and appeals to maximize reimbursement and reduce outstanding AR days.
- Collaborate cross-functionally with client revenue cycle teams to address payer issues and improve first-pass clean claim rates.
- Achieved a 95% resolution rate within 30 days, exceeding departmental productivity benchmarks.
Hospital Billing & Collections Representative-
Banner Health
06.2019 - 02.2022
- Performed daily follow-up on inpatient and outpatient claims to secure payments from Medicare, Medicaid, and commercial insurers.
- Analyzed claim denials and initiated appeals with supporting medical documentation to ensure timely resolution.
- Validated payment accuracy by comparing posted remittances against payer contracts and fee schedules.
- Prepared detailed documentation on all follow-up activities in Epic and billing workflow reports for management.
- Served as a subject matter expert for complex payer disputes and escalated claim appeals, resulting in a 30% improvement in collection recovery.
Accounts Receivable Specialist-Remote
Tenet Heathcare
02.2017 - 05.2019
- Managed hospital AR for multiple facilities, focusing on aged accounts and denial recovery across payer types.
- Resolved claim edits, coding errors, and billing discrepancies to ensure compliant and accurate submissions.
- Assisted with monthly reporting on collection metrics, cash posting trends, and denial rates for leadership review.
- Trained new hires on Epic workflows, claim correction processes, and payer correspondence handling.
- Reduced average AR days by 18% through proactive payer outreach and process streamlining.
Education
High School Diploma -
Desert Oasis High School
North Las Vegas, NV05-2020
Skills
- Contact Center Leadership & Supervision
- Team Coaching & Performance Management
- Multi-Channel Customer Service (Phone, Chat, Email, Social Media)
- Operational Reporting & Metrics Analysis
- Scheduling & Workforce Optimization
- Quality Assurance & KPI Monitoring
- Process Improvement & Standard Operating Procedures (SOPs)
- Escalation Management & Issue Resolution
- Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- CRM & Contact Center Software Proficiency
- Hiring, Onboarding, & Staff Development
- Remote Team Management
Timeline
Operations Supervisor – Contact Center
Concentrix
03.2022 - Current
Hospital Billing & Collections Representative-
Banner Health
06.2019 - 02.2022
Accounts Receivable Specialist-Remote
Tenet Heathcare
02.2017 - 05.2019
High School Diploma -
Desert Oasis High School