Sarah Ogedegbe
Atlanta,GA
Summary
Customer service and operations professional with a background in healthcare support, claims processing, scheduling, and billing inquiries. Known for accurate documentation, HIPAA-conscious handling of information, and steady issue resolution in fast-paced, high-volume environments.
Overview
12
12
years of professional experience
Work History
Customer Experience Support (Live Chat & Email)
Shopify
ATLANTA, GA
02.2022 - 10.2026
- Provided real time support via live chat & email to 30+ E-commerce businesses worldwide in different industries.
- Handled 3 live chats concurrently, ensuring all clients receive prompt and efficient support.
- Achieved 100% monthly attainment for metrics.
- Assisted customers with order tracking, refunds, cancellations, and product queries.
- Applied conflict resolution strategies to address and de-escalate challenging customer situations.
- Leveraged CRM and chat tools (Tidio, Crisp, Shopify inbox) to resolve issues
- Obtained 95%+ customer satisfaction through timely response and empathy.
- Troubleshot technical issues, providing solutions to enhance user experience.
- Maintained high response speed and quality standards.
Medical Scheduler/Surgery Scheduler Coordinator
Emory Healthcare
ATLANTA, GA
07.2019 - 01.2022
- Scheduled, rescheduled, and cancelled patient appointments as required.
- Answered patient questions regarding basic medical exams and procedures.
- Maintained call schedules for all providers and managed scheduling templates for 50+ providers at 8 locations.
- Maintained availability of patient access daily to ensure quality care is always available to our patients.
- Maintained patient Care and treatment plan through collection of private PHI.
- Scheduled patient treatments and imaging procedures
- Provided patients with pre and post surgery instructions, directions to hospital/surgical center and completed all necessary information to confirm surgery appointments are authorized, scheduled, and properly billed.
- Obtained prior authorization and scheduled surgery, special testing, and visits for patients using EHR and Next gen computer systems.
Patient Account Representative/Customer Service Specialist
Humana
ATLANTA, GA
02.2016 - 06.2019
- Utilized HR information systems to manage employee benefits records effectively.
- Collaborated with cross-functional teams to address complex employee benefit concerns.
- Processed employee benefits inquiries, resolving issues to enhance employee satisfaction.
- Coordinated benefit enrollment processes for new hires and current employees.
- Adhered to established protocols while handling confidential employee information according to HIPAA guidelines.
- Evaluated claims for accuracy in coding and billing procedures.
- Recorded charges and ensured prior authorization for Entyvio, Genetics department, Reclast, and Prolia.
- Assisted patients with third-party billing processes, facilitating timely insurance reimbursements.
- Compiled reports to identify and address accounts receivable and referral issues, improving overall account management.
- Conducted follow-ups on missing account information and addressed past due inquiries following insurance guidelines.
- Detected issues with payers and conducted investigations to rectify errors.
DATA ENTRY SPECIALIST
Apple
ATLANTA, GA
03.2015 - 01.2016
- Executed accurate data entry across multiple databases to maintain information integrity.
- Reviewed and verified data for completeness and accuracy, supporting operational decision-making.
- Developed improved data validation procedures, enhancing overall accuracy in reporting.
- Utilized advanced computer skills to accurately enter large volumes of numerical data into multiple databases and spreadsheets.
- Preserved customer confidence and protected operations by keeping information confidential.
- Verified accuracy of incoming data prior to entering it into the system.
- Analyzed raw material requirements based on production schedules.
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Education
BACHELOR OF SCIENCE (B.S.) - INFORMATION SYSTEMS
Indiana University-Purdue University Indianapolis
Indianapolis, IN, USSkills
- Customer Service Excellence
- Claims and Billing Support
- Insurance Verification
- Live Chat
- Healthcare Member Services
- Data Entry and Documentation
- Problem Solving
- Medical Terminology
- High Volume Case Management
- HIPAA and Regulatory Compliance
- CRM and Case Management Systems
- Data Integrity and Accuracy
- SLA and KPI Performance Metrics
- Quality Assurance
- Zen-desk
- Active listening
- Analytical skills
- Task prioritization
- Call center operations
- Documentation development
- File management software
- Technical issues analysis
- Technical troubleshooting
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Timeline
Customer Experience Support (Live Chat & Email)
Shopify
02.2022 - 10.2026
Medical Scheduler/Surgery Scheduler Coordinator
Emory Healthcare
07.2019 - 01.2022
Patient Account Representative/Customer Service Specialist
Humana
02.2016 - 06.2019
DATA ENTRY SPECIALIST
Apple
03.2015 - 01.2016
BACHELOR OF SCIENCE (B.S.) - INFORMATION SYSTEMS
Indiana University-Purdue University Indianapolis