SHARON CARPENTIER
Cabot,Vermont
Summary
STRENGHTS & QAULIFICATIONS: Customer Services: More than 25 years’ experience in providing excellent internal and external customer service regarding complex and highly regulated policies and procedures. Adept at assisting irate and upset customers through multiple communications lines (phone, email, on-line support). Team Leader: Demonstrated ability in leading coworkers in training and documenting procedures, on committees, and in community related projects. Created and implemented training and mentoring programs designed to decrease turnover and increase quality. Office Management: Experiences in general office management including bookkeeping, budgeting, purchasing, training and staff supervision.
Overview
13
13
years of professional experience
Work History
Office Manager/Financial Coordinator/Scheduler
Central Vermont Orthodontics
01.2011 - 09.2023
- Provided Customer Service, Day to day operations
- Scheduling, Training
- Explained insurance benefits, fees and procedures to patients.
- Answered questions over phone and in-person regarding billing, scheduling and treatment.
- Accounts Receivable, Billing, Patient Contracts, Insurance credentialing and billing, Fee Schedules, Prior authorizations, handling irate customers, sending documentation for appeal, Office set up for location moves, new phone system.
Senior Customer Service Representative
Blue Cross and Blue Shield of Vermont
- Provided Customer Service via phone and email for members and providers, In office members and internal request from within the customer service unit and other departments
- Explained benefits for in and out of network services, claims processing, appeal processes for denied services
- Contract provisions such as exclusions, limitations on visits, eligible providers for services needed
- Complaints and Grievance, :
- Primary contact for clients filing appeals to denied benefits, prior approval or claims
- Also responded to Department of Banking and Insurance complaints issued on behalf of members
- Adhered to strict guidelines for responding to and resolving inquiries, which included tracking information from various departments and obtaining medical records
- Facilitated meetings with medical directors and relevant committee members and policy holder/patients for second level appeals, as necessary
Education
Ladders of Excellence Leadership Training
Blue Cross And Blue Shield of VT
Montpelier, VT05.2010
Science Technician coursework -
Vermont College
Montpelier, VT1980
Skills
Technical Skills: Proficient in
- MS Office Suite (Word, Excel, Access), MHS, & AS400, Edge, Dentrix
- Customer Support
- Credit and Debt Card Processing
- Transitional Support
- Account Resolutions
- Policy and Procedure Adherence
- Special Requests
- Benefits Interpretation
- Resolving Complex Issues
- Answering Phones
- Good Communication Skills
- Answering Client Questions
- Complaint Resolution
- Inbound Customer Calls
- Cross-Functional Collaboration
- Team Monitoring
- Staff Training
- Quality Assurance
- Verifying Eligibility
- Issue and Complaint Resolution
- Document and Records Management
- Billing Adjustments and Refunds
- Calm and Professional Under Pressure
Basic Life Support Provider
CPR & EAD Certified 4/10/23-4/2025
Timeline
Office Manager/Financial Coordinator/Scheduler
Central Vermont Orthodontics
01.2011 - 09.2023
Senior Customer Service Representative
Blue Cross and Blue Shield of Vermont
Ladders of Excellence Leadership Training
Blue Cross And Blue Shield of VT
Science Technician coursework -
Vermont College
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