Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sharron Thompson

Roslyn,PA

Summary

Senior leader with extensive healthcare management background, demonstrating excellent leadership and organizational skills. Visionary who inspires teams to achieve common goals in providing exceptional patient care. Possessing strong communication and empathy, along with strategic thinking and adaptability.

Overview

22
22
years of professional experience

Work History

Supervisor, Patient Financial Services

CHOP
12.2022 - 06.2025
  • At CHOP, I supervised Patient Financial Services in the Home Care department, showcasing my extensive experience in healthcare management. I manage the billing and cash posting staff's daily operations, demonstrating my expertise in billing and reimbursement processes. Responsible for billing activities and results, including billing of claims through oversight assignments, communication with third-party payors, and working with the clinical team to resolve billing and coding issues or other reimbursement concerns. The cash posting team ensures all payors submit timely remits and the team exceeds the monthly cash goals set forth by the finance department.
  • Partnering with various stakeholders to provide an overview of Billing/Cash posting management initiatives.
  • Develop standard operating procedures for the team to use as a guideline in their daily workflow.
  • As the overseer of the HDMS system implementation and initiatives into data scripting standards and structures, I played a pivotal role in ensuring the successful integration of this complex system. This experience showcases my successful project management and operational improvement skills.
  • Assess HDMS and Assurance performance and make recommendations for improvements.
  • Liaising with internal stakeholders and following up with external customers on all patient accounts-related requests.
  • Identifying and driving end-to-end process improvements to ensure excellence in customer experience, timely delivery of services, optimum productivity, and effective management of resources.
  • Actively Participating in the recruitment, interview, and selection activities of support staff, I demonstrated my leadership and team-building skills. I also played a key role in orienting new staff, assigning work, and establishing priorities.
  • Develops and maintains process documentation. Provide initial training for Acclara vendors and new staff members on billing and cash posting functionalities. Identify training needs through observation and develop an action plan.
  • Functions as SME to staff, guiding in completing daily responsibilities and addressing more complex or sensitive issues. Serve as an expert resource for questions escalated because of complexity or patient bill or remit concerns.
  • Regularly conducts individual and group meetings for the department.
  • Approve payroll for subordinate staff. Maintains vacation schedules and authorizes time off requests. Adjusts coverage for vacation time as workflows fluctuate.
  • I actively participated in developing and implementing patient financial services and ICARE values, demonstrating my unwavering commitment to patient care and service excellence.
  • Prepared and maintained reports and records to support outcome measures related to staff, projects, and system performance, demonstrating my commitment to transparency and accountability in all aspects of my work.
  • Works collaboratively with other departments to coordinate workgroups, respond to inquiries, foster collaboration, and facilitate meeting organizational needs.
  • Evaluated employee skillsets and appropriated talent toward more effective roles per individual talent management.

Billing and Reimbursement Manager

Contract Pharmacy Services
07.2021 - 02.2022
  • Managed CPS Long-term Care Facility Billing department, including account management, communicating with insurance companies, collections, payment posting, contract analysis, and internal billing functionalities. My responsibilities include overseeing the billing reps' daily workflow of claim adjudication, rejection resolution, and reimbursement issues to ensure consistency with Medicare D, Medicaid, and Commercial 3rd party Pharmacy Benefit Management (PBM) contracts. Mentored, delegated, and managed teams to execute the organization's short- and long-term goals, contributing to the company's financial health and customer satisfaction. Encouraged teams to consistently meet and exceed departmental goals every month.
  • Develop all the billing department's priorities, procedures, and policies.
  • Manage the daily performance of the billing department and all accounts receivable operations.
  • Oversight of facility census reporting to ensure accurate pharmacy billing.
  • End-of-month preparation and distribution of facility and resident invoicing.
  • Perform timely follow-up responses to external 3rd party Audits by PBMs.
  • Maintain professional internal and external relationships that reflect Contract Pharmacy Services' Core Values.
  • Efficiently manage customer complaints/disputes concerning billing and collections.
  • Work professionally and cooperatively with facilities, responsible parties/customers, insurance carriers, and internal departments.
  • Oversee staff hiring and training (includes facilitating training, onboarding, and daily coaching/mentoring).
  • Managed staff performance by providing regular feedback, one-on-one meetings, and performance reviews, fostering a culture of continuous improvement and professional growth within the department. Determine appropriate and effective performance metrics and staff requirements for the department to run efficiently, accurately, and with outstanding customer service.
  • Strong time management and organizational skills to effectively multitask and meet departmental deadlines.
  • I pay excellent attention to detail, follow up exceptionally well, and have problem-solving and analytical skills. I also treat internal and external customers courteously, compassionately, and respectfully.
  • Self-motivated, quick learner who works well independently and in a team setting.

Director of Operations

American Emerald Awards Foundation, LLC.
02.2020 - 07.2021
  • As Director of Operations, my accountabilities encompassed operational leadership of two sites and strategic leadership, logistics, and health & safety business functions for our client's onsite day program and residential facilities. Our nonprofit business goals and objectives are to help individuals envision a good life and to develop strategies to achieve the life they want by assisting them in identifying what services can enhance those resources and opportunities to succeed in life.
  • Successfully implemented new operational KPIs and provided daily dashboard updates to the CEO.
  • Guarantee that all actions conform to applicable state, federal, and government regulations and follow the Department of Health and Human Services (HHS) standards and requirements.
  • Developed, communicated, and administered clear policies and procedures to streamline operations and cut waste and costs.
  • Planned business analysis activities and managed business requirements for both internal and external stakeholders.
  • Developed standards, objectives, and measurement guidelines for clinical performance with subsequent periodic evaluation, reporting, and correction.
  • Evaluated employee skillsets and appropriated talent toward more effective roles per individual talent management.
  • I was the Lead Project Manager for full-scale government contract implementation and program management, managing stakeholder expectations and ensuring deliverables were achieved. I have a record of successful government projects launched and executed.
  • Conducted patient focus groups toward the development of optimal quality of care and patient service improvement.
  • Liaised with vendors, providers, and suppliers to develop cost reductions and proposal processes.
  • Complete oversight of the operational annual budget for our nonprofit organization.
  • Human resources recruitment, training, performance reviews, and talent acquisition management.
  • Ensured daily clinical operations, including facilities, staff, equipment, and technologies, continued to be on par with improvement.
  • Complied with all regulations and ensured licenses, inspections, and other legal requirements remained current.

Clinical Content Developer

McKesson-Change Healthcare
03.2017 - 05.2019
  • As a Clinical Content Developer at McKesson-Change Healthcare, I excelled in developing, maintaining, and supporting clinical content for the Clinical Claims Management (CCM) Product line. In a fast-paced environment with contractually driven quarterly deliverables, I efficiently reviewed end-to-end processes and developed and maintained clinical content that supported our product business rules. My collaboration with the clinical management team stakeholders and internal and external customers ensured the highest quality of clinical content.
  • Design, develop, and update claim auditing content every quarter.
  • Participation in developing rule logic business requirements.
  • My role as a Clinical Content Developer also involved managing projects and executing the creation and maintenance of clinical content. I ensured that all projects were delivered on time and met the highest quality standards, reassuring internal and external stakeholders.
  • As a Clinical Content Developer, I also assisted customers in troubleshooting rule logic and content issues to determine if there was a defect—my ability to quickly identify and resolve problems provided a sense of security to our team and customers. Perform Quality Assurance of clinical content by peer-reviewing proposed content, using validation measurement to ensure content integrity, and documenting content assumptions and methodology as indicated by user acceptance testing (UAT).
  • Subject Matter Expert (SME) on medical billing and coding for clinical content developed.
  • Research data for identification of clinical content (CPT, HCPCS, ICD-10-CM, ICD-10-PCS); opportunities or required maintenance gathered from coding, billing guidelines, clinical literature, and healthcare industry guidelines.
  • Strong analytical skills, including reviewing National coding standards, CMS transmittals, CMS payment policies, regulatory policies, coding system updates, consulting, and client feedback and relating it to product content recommendations, development, maintenance, and support for all Change healthcare code auditing solutions.
  • An ability to successfully manage multiple projects and deliver high-quality work within a shortened timeframe.

Complaint & Appeal Program Manager

Aetna Healthcare
03.2011 - 11.2016
  • As Program Manager in the CTM department, my responsibilities included managing the day-to-day operations of appeal processing for 45+ employees and 2 Supervisors to ensure efficient Medicare grievance and complaints resolution.
  • Managed Medicare Part D Appeal and CTM team's productivity and resources, communicated productivity expectations, and balanced workload to achieve customer satisfaction through prompt/accurate handling of customer complaints.
  • Manages a team of clinical and/or non-clinical employees; built an environment where individuals work together to meet Aetna's goals.
  • Manages performance measures and standards for quality service and cost-effectiveness, and coaches the team and individuals to take appropriate action.
  • Choice staff use clearly defined requirements regarding education, experience, and technical and performance skills.
  • Build strong functional teams through formal training, diverse assignments, coaching, mentoring, and other developmental techniques.
  • Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high-performing teams and individuals.
  • Ensures the team's work meets federal and state requirements and quality measures regarding letter content and turnaround time for Appeals and Complaints handling.
  • Ensures all Complaints and Appeals units utilize the CMS National tracking tool to ensure reporting consistency and trend analysis.
  • Hold individuals/teams accountable for results and recognize rewards as appropriate.
  • Lead change efforts while managing transitions within a team.
  • Identifies trends involving non-clinical & clinical issues and reports on and recommends solutions.

Operations Manager

MAXIMUS Federal Services
02.2006 - 12.2010
  • The Operations Manager's tasks included managing 35+ employees and 1 Supervisor, processing Medicare Part D Appeals prescription drug plans, and taking incoming Customer Service calls under a government contract.
  • Managed all activities within the Operations department, with the ability to be proactive and work independently. Take on multiple projects in a fast-paced environment with a quick turnaround time.
  • Oversees a large-scale project to improve all performance levels for our existing commercial government contract client CMS.
  • Developed and created our Customer Service call center, ensuring all calls are addressed accurately and consistently.
  • Ensures the operations staff is proficient in data entry and case processing for claims and appeals.
  • Develops policy and procedures for the International Organization for Standardization (ISO) 9001:2000 compliance quality assurance audits.
  • Analyzes all reports to ensure overall project requirements are being met.
  • Recruited, hired, and trained new employees consistently.
  • Conducted weekly team meetings to ensure adequate coaching, motivation, and staff recognition is provided regularly.
  • Promote team building with continual improvement opportunities within the department.
  • Facilitate interaction with related vendors and Project Managers.
  • Oversees physical security implementations for the Medicare Part D project.
  • Perform any other duties as assigned by the Project Director or VP.

Health Service Supervisor/Manager

Cigna Healthcare - Intracorp
01.2003 - 03.2005
  • Responsibilities include managing a staff of 25+ associates and a team leader processing claims and appeals for the National Appeals Unit.
  • Recruiting, staffing, and retaining qualified staff for the unit; evaluated staff performance and encouraged new skill development by motivating staff with identified and appropriate career tracks.
  • Developed and implemented policies and procedures to enhance the unit's effectiveness, results, profitability, and productivity.
  • Maintains expert knowledge of claims and appeals process by collaborating with the National Appeals Unit.
  • Medical Terminology, ICD-9 coding, CPT, and HCPCS codes.
  • Monitored all Customer Service calls via an ACD line.

Education

Masters - Healthcare Administration/Management

New England College
Henniker, NH
12.2010

Bachelor of Science - Business Communication

Chestnut Hill College
Chestnut Hill, PA
07.2008

Associate degree - Business

Community College of Philadelphia
Philadelphia, PA
05.1996

Skills

  • Business Development, Operations Manager, Project Management
  • Team Building/Leadership, Change Management, Strategic Planning
  • Process Improvement, Logistics Management, Effective Internal Communication
  • Problem-Solving, Medical Terminology, QA Compliance & Auditing
  • Revenue Cycle Management, Conflict Resolution
  • Brand Management, Government Relations & Legislation
  • Billing and Reimbursement Long-term Care Facility
  • Billing and Cash Posting Experience
  • Framework and Sage 300, EPIC, Assurance, HDMS software systems
  • Payor Portals, NaviNet, HHA Exchange, software systems

Timeline

Supervisor, Patient Financial Services

CHOP
12.2022 - 06.2025

Billing and Reimbursement Manager

Contract Pharmacy Services
07.2021 - 02.2022

Director of Operations

American Emerald Awards Foundation, LLC.
02.2020 - 07.2021

Clinical Content Developer

McKesson-Change Healthcare
03.2017 - 05.2019

Complaint & Appeal Program Manager

Aetna Healthcare
03.2011 - 11.2016

Operations Manager

MAXIMUS Federal Services
02.2006 - 12.2010

Health Service Supervisor/Manager

Cigna Healthcare - Intracorp
01.2003 - 03.2005

Masters - Healthcare Administration/Management

New England College

Bachelor of Science - Business Communication

Chestnut Hill College

Associate degree - Business

Community College of Philadelphia

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Sharron Thompson