Sarah Fann
Waynesboro,PA
Summary
Shift Coordinator with expertise in mental health program management and HIPAA compliance. Demonstrates strong problem-solving and communication skills to foster team performance and improve operational efficiency, ensuring seamless service delivery and patient satisfaction.
Overview
11
11
years of professional experience
Work History
Shift Coordinator
Array Behavioral Care
Waynesboro, PA
06.2024 - Current
- Created shift plans and adjusted team schedules to enhance operational efficiency.
- Managed daily operations for diverse mental health programs, ensuring seamless delivery of services.
- Coached team members and gave clear feedback on expectations and performance.
- Developed training materials and led on-site user training sessions.
- Used company tools and resources to train employees.
- Assisted nurses and doctors during tele-psychiatry consults with patients.
- Entered patient information to schedule consults while following HIPAA rules.
- Sent patient forms and records through secure fax or email while maintaining HIPAA compliance.
CUSTOMER SERVICE REPRESENTATIVE
LiveOps
Waynesboro, PA
08.2015 - 07.2024
- Interacted with customers to provide accurate information and effectively resolve issues.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Utilized problem-solving techniques to identify and implement solutions for complex customer inquiries.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Solicited additional services or products to enhance customer experience.
- Document customer interactions and transactions.
- Completed contract forms for customer accounts, ensuring accuracy and compliance with company policies,, prepare change of address records, and issue service discontinuance orders.
Member Services Specialist
Wex Inc
Waynesboro, PA
10.2022 - 02.2024
- Guided members in reviewing account balances for HRA, HSA, and FSA accounts to ensure understanding and accurate usage.
- Helped members understand benefits plan rules and eligible expenses.
- Resolved member inquiries and account issues, enhancing overall member satisfaction and retention.
- Delivered timely responses to member inquiries, addressing complaints and providing information to improve service quality.
- Conducted follow-up communications to ensure member satisfaction and retention.
- Supported escalation line by assisting with difficult member situations.
- Oversaw member accounts using Wex's software system. using Wex's proprietary software system.
- Follow HIPAA and PHI rules and regulations.
CUSTOMER SERVICE REPRESENTATIVE
Highmark Inc
04.2021 - 06.2022
- Assisted members with spending account information, facilitating informed financial decisions
- Guided members in finding in-network providers that aligned with their medical needs
- Searched for in-network providers and facilities to assist members with their healthcare needs
- Verified insurance benefits for members to ensure coverage understanding
- Investigate claims that have been processed or need to be processed
MEMBER SERVICES SPECIALIST
Prime Therapeutics
05.2020 - 02.2021
- Facilitated coverage of medications for members through insurance plans
- Informed members of copays and benefits under prescription plans
- Assist pharmacies in running prescriptions or completing overrides
- Recorded detailed account notes for each member interaction, including problems and resolutions
- Answer phone calls, chat messages, and emails
- Faxed prior authorization forms to physicians for processing to physicians to complete for prior authorizations
CUSTOMER SERVICE REPRESENTATIVE
OXO
Chambersburg, PA
08.2019 - 03.2020
- Confer with customers by telephone and in person to provide information, take and enter orders, cancel accounts, and obtain details of complaints.
- Addressed and resolved service and billing complaints to enhance customer satisfaction.
- Ensured timely resolution of customer problems through appropriate changes.
- Contact customers to respond to inquiries or to notify them of claim investigation results and adjustments.
- Maintained accurate records of customer interactions and transactions for reference.
RETAIL SALES ASSOCIATE / CUSTOMER SERVICE REPRESENTATIVE
Lowe's
Waynesboro, PA
10.2018 - 06.2019
- Resolved customer service concerns by mediating issues and escalating when necessary to ensure satisfaction.
- Assisted customers by answering questions about store offerings and product features.
- Described merchandise and explained use, operation, and care of merchandise to customers.
- Computed sales prices, totaled purchases and received and processed cash or credit payment.
- Completed requests for special orders or contacted other stores to locate desired items.
- Maintained inventory control through daily documentation and replenished orders.
Education
ASSOCIATE OF SCIENCE DEGREE - HEALTH SCIENCES
Ultimate Medical Academy
FL05-2020
CERTIFICATE - PHLEBOTOMY
Hagerstown Community College
MD12-2014
Skills
- Patient Processing
- HIPAA Compliance
- Medical Terminology
- Mental health management
- Staff training
- Staff supervision
- Strategic thinking
- Problem-solving
- Verbal communication
- Effective communication
- Communication skills
- Conflict resolution
Timeline
Shift Coordinator
Array Behavioral Care
06.2024 - Current
Member Services Specialist
Wex Inc
10.2022 - 02.2024
CUSTOMER SERVICE REPRESENTATIVE
Highmark Inc
04.2021 - 06.2022
MEMBER SERVICES SPECIALIST
Prime Therapeutics
05.2020 - 02.2021
CUSTOMER SERVICE REPRESENTATIVE
OXO
08.2019 - 03.2020
RETAIL SALES ASSOCIATE / CUSTOMER SERVICE REPRESENTATIVE
Lowe's
10.2018 - 06.2019
CUSTOMER SERVICE REPRESENTATIVE
LiveOps
08.2015 - 07.2024
ASSOCIATE OF SCIENCE DEGREE - HEALTH SCIENCES
Ultimate Medical Academy
CERTIFICATE - PHLEBOTOMY
Hagerstown Community College