Sharon Johnson -Frye
Moseley,VA
Summary
Experienced professional with a decade of expertise in ensuring HIPAA compliance and providing high-quality patient support. Proven success in managing patient inquiries and maintaining data integrity. Focused on improving operational efficiency and boosting patient satisfaction metrics.
Overview
37
37
years of professional experience
Work History
Patient Services Representative
Accessia Health
12.2013 - Current
- Serve as the primary contact for inbound and outbound calls, emails, and written inquiries from patients, authorized representatives, patient advocates, caregivers, and healthcare providers.
- Ensure all interactions comply with HIPAA, organizational policies and procedures, and applicable regulatory requirements.
- Provide accurate and empathetic explanations of Accessia Health programs, eligibility criteria, and application procedures.
- Educate patients on program guidelines, covered and non-covered services, and next steps for enrollment.
- Processed and maintained eligibility documentation timely and accurately, ensuring compliance with program requirements.
- Process patient assistance documentation (e.g. eligibility, payment requests) with accuracy and attention to detail.
- Verify continued eligibility for active patients in accordance with program guidelines.
- Maintained complete and accurate data in patient management database, ensuring timely updates for operational efficiency.
- Correct identified errors and reprocess documentation promptly and appropriately.
- Facilitated training and onboarding of new Patient Services Representatives through peer support, job shadowing, and sharing best practices for enhanced team integration.
Patient Services Representative
Patient Services Inc.
Midlothian, VA
08.2010 - 11.2013
- Processed patient applications, referrals, and insurance claims to facilitate timely access to care.
- Responded to incoming calls to provide timely assistance to patients.
- Entered patient data into CTS to ensure accurate record-keeping.
Associate Specialist
Otis Spunkmeyer
Columbia, SC
12.2006 - 06.2010
- Established new business accounts by gathering documentation and verifying client information, enhancing client onboarding process.
- Marketed various products to drive sales growth, contributing to overall revenue increase.
- Followed up with customers to ensure timely product delivery, improving customer satisfaction.
- Resolve customer complaints & defuse conflict while providing excellent customer service
Customer Advocate
MBNA America
Wilmington, DE
05.2001 - 06.2005
- Cross-sold bank products to enhance customer financial solutions
- Negotiated and educated customers on credit card rates
- Processed monetary adjustments for customer accounts
- Assisted customers with estate guidelines to facilitate smooth account transitions
- Settled account balances for deceased cardholders, ensuring compliance with regulations
Account Manager
Independence Blue Cross
Philadelphia, PA
03.1989 - 05.2001
- Resolved claims and benefit enrollment issues to enhance employee satisfaction
- Assisted employees with benefits and clarified human resource policies and procedures to support informed decision-making
- Processed hospital claims and coordinated primary care physician changes to ensure timely patient care
Education
CCMA Diploma - Medical Assistant
Fortis College
Richmond, VA01-2013
Skills
- EHR management
- Claims processing
- Data accuracy
- HIPAA adherence
- Regulatory knowledge in health
- Service excellence in customer care
- Client relations strategy
- Inventory management systems
- Specimen handling in labs
- Critical analysis skills
- Listening actively
- CPR certification
Accomplishments
Maintained President's and Dean's List
Community Service
White Pine Work Force Center, Richmond, VA, 08/01/13, 12/01/13, Scheduled appointments for clients with case managers, Assisted clients with job searches via the internet
Timeline
Patient Services Representative
Accessia Health
12.2013 - Current
Patient Services Representative
Patient Services Inc.
08.2010 - 11.2013
Associate Specialist
Otis Spunkmeyer
12.2006 - 06.2010
Customer Advocate
MBNA America
05.2001 - 06.2005
Account Manager
Independence Blue Cross
03.1989 - 05.2001
CCMA Diploma - Medical Assistant
Fortis College