SHARON CALDERWOOD
Ogden,UT
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure a position to help my team achieve company goals.
Overview
10
10
years of professional experience
Work History
Member Success - Insured Retention Team
AAA Mountain West Group
09.2024 - 04.2025
- Increased retention by 13% over goal.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
Member Service Representative
AAA Mountain West Group
10.2022 - 09.2024
- Routinely exceeded all sales goals and in the top of my team
- Willingly offered help to any teammate who I witnessed struggling
- High volume inbound calls
- Handled customer complaints quickly and professionally to restore member confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional member service and support.
- Assisted members with account management, including updating personal information and setting up automated payments.
Member Resolution Team Specialist & Helpline Consultant
USAA/Teleperformance
07.2021 - 10.2022
- Assist newer employees in navigating our tools that they did not get to learn in their training
- Routinely calm agitated members and turn them into happy members who love USAA all over again
- Cross trained to service credit cards
- Enhanced team performance through regular coaching sessions and constructive feedback.
- Built trusting relationships with fellow colleagues across all levels of management, fostering open communication channels that contributed positively to team dynamics.
Financial Counselor/Commercial Biller
South Peninsula Hospital
04.2015 - 03.2021
- Managed Health Reimbursement Accounts for hundreds of employees, spouses, and their dependents from 2016 until 2019
- Receive incoming calls and emails from patients to review accounts for billing accuracy, explain insurance terms, set up payment plans, or offer financial assistance
- Post medical remittance while reviewing for accuracy, reconcile balances, refund insurance companies and patients, effectively communicate between the patient, the hospital, and the insurance company while maintaining accurate records of all communication all while maintaining and enforcing strict HIPAA privacy laws
- 1:1 sitter for Long Term Care patients to prevent falls as well as 1:1 sitter for ER and Acute Care for mental health is generally for suicidal ideation and is done outside and in addition to my 40-hour workweek
- Proficient in multiple hospital programs as well as Microsoft Office, Outlook, Word & Excel, all while adding it up on a 10-key
- Sign patients up on the spot for Hospital Presumptive Eligibility (HPE) with Medicaid and assist with following up with completion of the GEN 50 for the Department of Public Assistance
- Developed training manuals for Financial Counselors
- Workers Compensation, Auto, Native, Drug Test Companies, and additional Commercial Billing, as well as some Medicaid, Medicare, BCBS, Aetna, and many other major carriers
Skills
- Empathy
- Reliable
- Problem-solving
- Time management
- Attention to detail
- Dispute resolution
Education, Licensing, & Accolades
- Certified Revenue Cycle Specialist certification through AAHAM, 01/01/19 - 12/31/22
- Personal Care Attendant for Paul McBride, Quadriplegic gentleman, 01/01/21
- Hospital Presumptive Eligibility Certification, 01/01/15 - 12/31/21
- ACA Certified Application Counselor, 01/01/15 - 12/31/18
- Pearson Vue, National and State Property and Casualty Insurance License, 01/01/13
- Alaska USA Federal Credit Union, 01/01/11, Honored with the annual performance award by the President, William Eckhardt
- Champions School of Real Estate, 01/01/07
Timeline
Member Success - Insured Retention Team
AAA Mountain West Group
09.2024 - 04.2025
Member Service Representative
AAA Mountain West Group
10.2022 - 09.2024
Member Resolution Team Specialist & Helpline Consultant
USAA/Teleperformance
07.2021 - 10.2022
Financial Counselor/Commercial Biller
South Peninsula Hospital
04.2015 - 03.2021
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