Sharon Bryant
Hemet,CA
Summary
Experienced in leading teams to excel in customer service, billing, and collections within the healthcare industry. Adept at fostering collaborative environments to achieve corporate goals and enhance customer satisfaction.
Overview
22
22
years of professional experience
Work History
Customer Service Supervisor
VSP Vision Care
Rancho Cordova, CA
09.2019 - Current
- Manage 13-20 customer service agents, driving results by promoting a positive work environment through open communication channels, fostering team collaboration, and maintaining high morale.
- Collaborate with other departments to address recurring customer concerns, implementing corrective actions as needed to improve overall service quality.
- Coach employees through day-to-day work and complex problems, enhancing team productivity and performance.
- Improve customer satisfaction by promptly and professionally addressing escalated issues, ensuring seamless service delivery.
- Maintain up-to-date knowledge of company products and services, effectively communicating changes to the team to optimize customer support efforts.
Patient Account /Collector
Sierra Vista Hospital
Sacramento, CA
06.2018 - 09.2019
- Submitted Short Doyles to various California County offices to obtain authorization for all inpatient care for out of country recipients.
- Reduced outstanding balances by identifying and resolving discrepancies in patient accounts.
- Ensured compliance with HIPAA regulations throughout all aspects of the patient account collection process.
- Monitored aging reports to identify delinquent accounts for appropriate action.
- Managed a high volume of patient accounts, consistently meeting or exceeding performance targets for collections activity.
- Implemented efficient tracking and follow-up procedures to improve patient account collections.
- Processed online and paper appeal submissions and refund requests.
- Prepared and forwarded monthly customer statements to Counties’ Accounts Payable department to ensure timely payment and reduce bad debt.
Broker Services Operations Supervisor
Blue Shield Of California
Lodi, CA
12.2010 - 04.2018
- Supervised a team of 15-20 Producer Services Representatives, offering real-time and bi-weekly coaching, scheduling, hiring, and performance evaluations to surpass monthly KPI metrics and uphold corporate standards.
- Provided outstanding customer service by promptly and professionally addressing client concerns and inquiries.
- Responded to sales representatives’ inquiries, distributed required paperwork, and fulfilled quote requests to ensure exceptional customer support.
- Managed escalations via telephone and email concerning commissions, website logins, and website navigation to enhance overall customer experience with our brokers.
Claims Support/Auditor Supervisor
Cigna Healthcare
San Francisco, CA
04.2006 - 12.2010
- Managed two units consisting of 3 Claims Auditors and 12-14 mailroom clerical staff, overseeing department audits and incoming mail processing, including CMS1500 paper claims, Disability claims, and coordination of other insurance COB.
- Orchestrated the clerical team to efficiently manage incoming mail, ensuring effective processing of various claim forms for scanning and data entry. Collaborated with team leads to meet performance targets, ensuring claims were processed within 10 days of receipt, optimizing workflow.
- Increased compliance with financial regulations through thorough audits and meticulous documentation.
- Coordinated external audits with third-party firms, facilitating a seamless transition from internal to external review processes.
- Evaluated the effectiveness of corrective actions taken by management following previous audit recommendations, ensuring long-term improvements in control systems.
- Analyzed audit findings to identify trends or patterns, leading to more targeted future audits.
Billing Coordinator/Collector
UCSF Faculty Practice
San Francisco, CA
03.2002 - 04.2006
- Oversaw billing and accounts receivables for 30 to 45 faculty practice doctors, multitasking to handle electronic and paper billing for various healthcare insurance companies, ensuring timely claim payments within 30 days to meet facility quarterly supplemental income incentives.
- Completed appeals of denied claims on patient bills to resolve billing discrepancies and optimize revenue collection.
- Developed customized billing reports for internal stakeholders to support informed decision-making processes and enhance billing efficiency.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency, ensuring smooth billing operations.
- Monitored accounts receivable aging reports, identifying trends and proactively addressing potential collection issues to optimize revenue flow.
- Entered details into accounts and tracked payments accurately to maintain up-to-date billing records.
- Maintained strict confidentiality when handling sensitive client information, adhering to HIPAA or other privacy guidelines as required in specific industries.
- Streamlined workflow for faster invoice processing, improving overall efficiency in the department and enhancing billing practices.
Education
Certificate Of Completion - Word Processing
Sawyer Business College
Pomona, CASkills
- Quality Assurance
- One Call Resolution
- Problem-Solving
- Time Management
- Multitasking and Organization
- Employee Supervision
- Staff Development and Training
- Bookkeeping
Timeline
Customer Service Supervisor
VSP Vision Care
09.2019 - Current
Patient Account /Collector
Sierra Vista Hospital
06.2018 - 09.2019
Broker Services Operations Supervisor
Blue Shield Of California
12.2010 - 04.2018
Claims Support/Auditor Supervisor
Cigna Healthcare
04.2006 - 12.2010
Billing Coordinator/Collector
UCSF Faculty Practice
03.2002 - 04.2006
Certificate Of Completion - Word Processing
Sawyer Business College