Sharika Hazley
Louisville,KY
Summary
Resilient Operational Leader with highly developed EQ and deep expertise in leading domestic and vendor teams, facilitating change through process improvements & automation, and driving cultural change and inclusion for Hospital Corporation of America (HCA Healthcare).
Key Professional Achievements
- Created a monthly savings of $14K by outsourcing non-patient facing activity to a global partner
- Created a monthly savings of $14K by outsourcing non-patient facing activity to a global partner.
- Implemented and oversaw client-specific teams that generated 4 million in revenue during the life of the partnership.
- Created and oversaw a team serving oncology patients in the patient collection phase of the Healthcare Revenue Cycle.
- Reduced redundancy in departmental functions, creating 81.67% reduction in backlogs/delays.
- Led efforts to conceptualize, document and train an organizational process improvement tool.
- Positively impacted culture, processes and business outcomes through multiple business realignments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Director
Parallon Business Solutions
03.2021 - Current
- Lead up to 100 contact/support agents virtually and onsite while maintaining key performance metrics and SLAs.
- Management of 2 global partners; ensuring monthly productivity and quality standards are met.
- Support man-hour-per-stat goals by ensuring agent-level adherence to key performance metrics.
- Liaison to CSO and Shared Service Center Leadership to address patient concerns and/or outstanding issues.
- Manage centralized location for divisional incoming mail and payment processing functions.
- Identified and implemented opportunities for process improvement through automation or offshoring; resulted in 7 FTE savings annually.
- Implement/monitor employee engagement initiatives within department.
- Ensure compliance with HIPAA regulations while reducing risk of privacy violations.
- Responsible for managing support inventory of $500K+ in patient accounts for HCA Healthcare.
- Analyze monthly performance trends and proactively create action plans to compensate/improve as necessary.
Sr. Operations Manager
Parallon Business Solutions
07.2016 - 03.2021
- Enhance customer satisfaction with implementation of team that served oncology patients during patient collection phase of Healthcare Revenue Cycle.
- Lead up to 50 support agents virtually and onsite while maintaining key performance metrics and SLAs.
- Manage activities and performance metrics of global business partner.
- Ensure compliance with HIPAA regulations.
- Responsible for maintaining departmental Business Continuity Plan.
- Identify and implement process improvement opportunities.
- Oversee action plans for poor performers.
Operations Manager
Parallon Business Solutions
02.2014 - 07.2016
- Managed activities of 25+ frontline contributors through Operations Supervisors.
- Lead Operational resource for organizational SWOT planning.
- Support recruitment efforts through screening and interviewing candidates for frontline contributors.
- Created/maintained action plans for poor performers.
- Ensure fully engaged team through maintenance of approved employee engagement plans.
- Provide coaching/feedback to Operations Supervisors.
- Ensure coaching/feedback efforts are carried out for individual contributors through Operations Supervisors.
Education
MBA - Business Management
University of Louisville
Louisville05.2021
Bachelor of Science - Justice Administration
University of Louisville
Louisville, KY11.2014
Skills
- Adept at cultivating environment of accountability, cohesion and teamwork within teams
- Equipping leaders with feedback, support and autonomy
- Manage teams through HCA vision and values
- Experience with driving cultural change through partnership, accountability and honest feedback
Affiliations
- Interim Church Secretary - "N" Missionary Street Baptist Church in Louisville, KY
- Digital Photography
- Creative Writing
Certification
Certified Revenue Cycle Certificate - 2024
References
References available upon request.
Timeline
Operations Director
Parallon Business Solutions
03.2021 - Current
Sr. Operations Manager
Parallon Business Solutions
07.2016 - 03.2021
Operations Manager
Parallon Business Solutions
02.2014 - 07.2016
MBA - Business Management
University of Louisville
Bachelor of Science - Justice Administration
University of Louisville
Similar Profiles
Aimesha Johnson FloydAimesha Johnson Floyd
Performance Coordinator at Parallon Business SolutionsPerformance Coordinator at Parallon Business Solutions
SHAMONA FISHERSHAMONA FISHER
HSC Operations Lead at Parallon Business SolutionsHSC Operations Lead at Parallon Business Solutions
Faren CochranFaren Cochran
Patient Access Representative at Parallon Business SolutionsPatient Access Representative at Parallon Business Solutions
Maria GomezMaria Gomez
Lead Care Manager at Pair TeamLead Care Manager at Pair Team
Evelyn RobertsEvelyn Roberts
Human Resources at Driftboat ManagementHuman Resources at Driftboat Management