Summary
Overview
Work History
Education
Skills
Certification
References
Current Job
Personal Information
References
Timeline
Generic

Sharon Levine

Oklahoma City,OK

Summary

Customer Service Professional,Relationship Management,Claims Processing
Dedicated and results-driven customer service expert with a proven track record of managing high volumes of inbound calls while maintaining positive client relationships. Skilled in CRM systems, active listening, and multitasking to ensure efficient service and customer satisfaction. Adept at handling claims processing for policyholders, bringing analytical thinking and proactive problem-solving to drive company success. Strong leadership and decision-making abilities support strategic initiatives and team alignment with organizational goals. Highly organized with expertise in resource allocation, schedule management, and critical thinking, seeking a long-term position with a growth-oriented company.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Member Services Representative

LIBERTY Dental Plan
Oklahoma City, OK
02.2025 - 05.2025
  • Answered incoming calls, scheduled appointments, and confirmed patient visits.
  • Scheduled and attended staff meetings and committees to record minutes for future reference.
  • Interviewed patients to complete case histories and intake forms.
  • Maintained accurate records of patient treatment plans, medical histories, and financial transactions.
  • Processed referrals to specialists when required by the dentist.
  • Scheduled cleanings and dental appointments for patients using appointment software.
  • Modified and updated existing policies and claims to reflect change in beneficiary, amount of coverage or type of insurance.
  • Ensured compliance with HIPAA guidelines throughout all stages of the claims processing process.
  • Conducted quality assurance reviews of submitted claims to ensure they meet all requirements prior to submission.
  • Tracked differences between plans to correctly determine eligibility and assess claims against benefits and data entry requirements.
  • Answered and managed incoming calls and emails.
  • Assisted in maintaining a clean reception area by tidying up furniture or vacuuming carpets regularly.

Inbound Contact Representative 2

Humana
Louisville, USA
07.2021 - 11.2024
  • The Inbound Contacts Representative 2 performs basic administrative, clerical, operational, customer support, and computational tasks.
  • Typically, it works on routine and patterned assignments.
  • The Inbound Contacts Representative 2 addresses Provider needs, which may include complex benefit questions, resolving issues, and educating Providers.
  • Records details of inquiries, comments, or complaints, transactions, or interactions, and takes action in accordance with them.
  • Escalates unresolved and pending Provider grievances
  • Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation
  • Adherence to schedule during normal business hours
  • The following changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible

Patient Service Representative

Dean McGee Eye Inst
01.2018 - 03.2021
  • Optimizes patients' satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone
  • Keeps patient appointments on schedule by notifying provider of patient's arrival; reviewing service delivery compared to schedule; reminding provider of service delays
  • Comforts patients by anticipating patients' anxieties; answering patients' questions; maintaining the reception area
  • Ensures availability of treatment information by filing and retrieving patient records
  • Maintains patient accounts by obtaining, recording, and updating personal and financial information
  • Obtains revenue by recording and updating financial information; recording and collecting patient charges; controlling credit extended to patients; filing, collecting, and expediting third-party claims
  • Maintains business office inventory and equipment by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies; scheduling equipment service and repairs
  • Helps patients in distress by responding to emergencies
  • Protects patients' rights by maintaining confidentiality of personal and financial information
  • Maintains operations by following policies and procedures; reporting needed changes
  • Contributes to team effort by accomplishing related results as needed
  • May be Required to Document in the Resident Records
  • Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations
  • Referred patients to appropriate professionals and services
  • Utilized customer service skills and detailed system knowledge to support hospital and clinic operations
  • Ran credit card batches and balanced deposits on daily basis
  • Checked claims for errors, corrected issues and mailed out promptly

Switchboard Operator

Midwest Regional Hospital
Midwest City, USA
01.2014 - 02.2017
  • Answered up to 200 calls per day in fast-paced environment, transferring callers to appropriate personnel
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service
  • Alerted staff of emergency information and general announcements using PA system
  • Accurately transcribed message details and promptly relayed to appropriate recipients
  • Provided training and coaching to new PBX operators
  • Provided administrative support to area employees, including routing mail, ordering supplies and filing documents
  • Paged employees over PA system to ensure prompt connection with callers
  • Took messages from callers and accurately relayed details to intended staff
  • Assisted staff with technical issues by performing simple troubleshooting and registering helpdesk tickets with IT department
  • Saved employees valuable time by logging maintenance requests and overseeing completion of work
  • Recorded phone system messages directing callers to desired extensions and offering general company information

Customer Service Representative

Sprint
Oklahoma City, USA
03.2012 - 02.2014
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance
  • Assessed customer needs and upsold products and services to maximize sales
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency
  • Fielded customer complaints and queries, fast-tracking them for problem resolution
  • Set up and activated customer accounts to maintain QA satisfaction levels
  • Reviewed account and service histories to identify trends and issues
  • Documented conversations with customers to track requests, problems and solutions
  • Evaluated customer account information to assess current issues and determine potential solutions
  • Educated customers on special pricing opportunities and company offerings
  • Escalated customer concerns, store issues and inventory requirements to supervisors
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge

Retail Sales Assistant

Visionworks
Oklahoma City, USA
09.2011 - 01.2012
  • Processed payments and maintained accurate drawers to meet financial targets
  • Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items
  • Worked with off-site locations to find desired items for customers
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts
  • Monitored sales floor to identify customers in need of assistance and merchandise in need of replenishment
  • Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit
  • Drove sales by successfully employing strategies such as upselling and cross-selling
  • Calculated pricing, scanned tags, applied discounts, collected payment and offered receipts to process transactions
  • Managed cash register operations using POS system, including processing sales and returns
  • Maintained current store, product and promotional knowledge to drive consistent sales
  • Assessed assigned areas and displays to maintain presentable condition, restocking and reorganizing merchandise as needed
  • Counted cash, made change and stored coupons to keep organized and balanced cash register drawer
  • Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy

Education

Certification - Professional Coding

MedCerts
Online
07.2025

Bachelor of Science - Cyber Security Engineering

Oklahoma State University
Oklahoma City, OK
04.2024

Associate in Science (A.S.) - Computer Science

Colorado Tech University
Colorado
05.2010

High School Diploma -

Midwest City High School
Midwest City, OK
05.2000

Some College - Health Information Technology

Oklahoma City Community College
Oklahoma City, OK

Skills

  • Intuit QuickBooks
  • Inbound and Outbound Calling
  • Problem-Solving Abilities
  • Learning Strategies
  • Sales Expertise
  • Operation Monitoring
  • Quality Assurance Controls
  • Microsoft Office Expertise
  • Grammar
  • Executive Management Support
  • Report Transcription
  • Minute Taking
  • Calendaring
  • Product Organization
  • Market awareness
  • Decision-making
  • 65 wpm typing speed
  • Multitasking
  • LiveChat messaging
  • Organization and recordkeeping
  • Service level agreements
  • Customer satisfaction surveys
  • Customer communications
  • Call documentation skills
  • Data entry proficiency
  • CRM software
  • CRM navigation
  • Customer service orientation
  • Training experience
  • Organizational skills
  • Professional demeanor
  • Verbal and written communication
  • Complaint resolution
  • Customer relationship management
  • Gathering information
  • Strong interpersonal skills
  • Electronic health records
  • Customer service
  • Time management
  • Problem solving
  • Attention to detail
  • Effective communication
  • Complaint handling
  • Call center experience
  • Strong leadership
  • Strong empathy
  • Policy enforcement
  • Customer service expertise
  • Client relationship building
  • Team management

Certification

  • CPR Certification
  • BLS Certification
  • Electronic Health Records: Best Practices, 07/20

References

Upon request

Current Job

Inbound Contact Representative 2, Humana, Remote, WA, 07/01/21, Performs basic administrative/clerical/operational/customer support/computational tasks., Addresses Provider needs which may include complex benefit questions, resolving issues, and educating Providers., Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance with it., Escalates unresolved and pending Provider grievances., Works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

Personal Information

  • Willing To Relocate: Anywhere
  • Authorized To Work: US for any employer

References

References available upon request.

Timeline

Member Services Representative

LIBERTY Dental Plan
02.2025 - 05.2025

Inbound Contact Representative 2

Humana
07.2021 - 11.2024

Patient Service Representative

Dean McGee Eye Inst
01.2018 - 03.2021

Switchboard Operator

Midwest Regional Hospital
01.2014 - 02.2017

Customer Service Representative

Sprint
03.2012 - 02.2014

Retail Sales Assistant

Visionworks
09.2011 - 01.2012

Certification - Professional Coding

MedCerts

Bachelor of Science - Cyber Security Engineering

Oklahoma State University

Associate in Science (A.S.) - Computer Science

Colorado Tech University

High School Diploma -

Midwest City High School

Some College - Health Information Technology

Oklahoma City Community College

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Sharon Levine