Sheila Eboli
Dunmore,PA
Summary
Dynamic Account Receivable Director at Cigna Healthcare with a proven track record in receivables management and relationship building. Spearheaded provider engagement strategies, enhancing satisfaction and collaboration. Expert in strategic planning, leading teams to exceed performance targets while fostering a culture of excellence and continuous improvement.
Overview
27
27
years of professional experience
Work History
Account Receivable Director
Cigna Healthcare
03.2014 - Current
- Led a team of 15 accounts receivable managers to deliver concierge-level service for healthcare providers.
- Developed provider engagement strategies, enhancing communication and collaboration.
- Established strong relationships with providers to address concerns and improve satisfaction.
- Coordinated regular provider meetings to share updates and collect feedback for service enhancements.
- Analyzed provider performance data to identify areas for improvement and support initiatives.
- Oversaw claims experience in designated regions, ensuring effective resolution of escalated issues.
- Managed execution of accounts receivable corrective and strategic action plans.
- Monitored internal metrics and service level agreements to ensure alignment with organizational goals.
Quality Manager
Cigna Healthcare
03.2010 - 03.2014
- Led a team of 13 provider contract quality auditors to achieve zero critical defect objectives of 93%.
- Managed error rates, maintaining overturns at or below 5%, ensuring compliance with quality standards.
- Surpassed individual and team performance targets consistently.
- Collaborated with co-leads to streamline work assignments and resolve technical inquiries, enhancing team efficiency.
- Engaged effectively with peers and matrix partners in multiple venues, including weekly reviews.
- Assisted in developing and reviewing policies and procedures within quality audit frameworks, supporting regulatory compliance.
- Conducted regular reviews of aging inventory to optimize workflow efficiencies.
Customer Service Manager
Cigna Healthcare
11.2003 - 03.2010
- Managed team of 20+ customer service associates to ensure quality handling of critical inbound calls.
- Surpassed quality and production metrics while achieving exceptional average handle time.
- Analyzed customer feedback to identify areas for service process improvement.
- Collaborated with departments to effectively resolve complex customer issues.
- Evaluated team effectiveness and efficiency by monitoring performance metrics and identifying improvement areas.
- Organized shift assignments to meet coverage demands based on workload forecasts.
- Facilitated regular meetings to discuss challenges and share best practices.
- Resolved product and consumer complaints through effective communication, enhancing customer satisfaction.
Call Technical Coach
Cigna Healthcare
07.2002 - 11.2003
- Conducted coaching sessions with CSAs to improve performance metrics and achieve team goals.
- Provided tailored feedback to individuals, supporting their development and aligning performance with team objectives.
- Developed job aids and feedback methods for individual team member coaching.
- Contributed to efforts optimizing workflows, resulting in streamlined operations and improved team efficiency.
- Reported daily statistics to the team, highlighting deficiencies and successes.
- Acquired knowledge of all new materials including workflows, policies, and procedures to educate staff.
- Fostered positive atmosphere, promoting enthusiasm and morale among employees.
- Supported floor operations by addressing inquiries and managing escalated calls.
Customer Service Associate
Cigna Healthcare
07.2000 - 07.2002
- Delivered valuable service information to customers, facilitating informed decision-making.
- Resolved customer complaints and inquiries effectively, enhancing overall service quality.
- Educated new staff on systems workflows, policies, and procedures for seamless integration.
- Fostered employee morale and enthusiasm through initiatives that promoted a positive work environment.
- Optimized operational efficiency through targeted process improvement initiatives.
- Contributed to team success by managing additional responsibilities. to support team objectives.
- Ensured compliance with policies and procedures to consistently meet performance standards.
Dietary Aide
Elan Gardens
07.1999 - 07.2000
- Prepared nutritious meals for breakfast, lunch, and dinner according to dietary guidelines.
- Served meals to residents, ensuring kosher compliance and appealing presentation to enhance dining experience.
- Monitored food inventory and reported shortages to kitchen supervisor, supporting uninterrupted meal preparation.
- Maintained cleanliness in kitchen and dining areas, following routine cleaning schedules.
- Washed dishes, pots, and pans using dishwasher for efficient sanitation.
- Organized kitchen spaces to streamline operations and improve workflow.
- Adhered to safety protocols in food handling and sanitation practices.
Education
High School -
Dunmore High School
Dunmore, PA06-1996
Skills
- Receivables management
- Claims resolution
- Strategic planning
- Quality assurance
- Healthcare finance
- Provider relations
- Team leadership
- Cross-team collaboration
- Staff development
- Talent acquisition
- Change management
- Relationship building
Training
- Conscious Leadership, 02/20
- Enhancing Your Agility, 06/19
- The Way We Lead, 04/17
- Change Management, 08/10
- Performance Catalyst, 09/07
- Six Sigma Yellow Belt, 08/07
- DDI, 03/06
- Project Management Fundamental Penn State University, 01/06
Previous Experience
International Correspondence School (ICS) | 7/98–7/99 Delivered responsive support to students on coursework, billing, and academic records, achieving all quality benchmarks and average handle time goals.
Timeline
Account Receivable Director
Cigna Healthcare
03.2014 - Current
Quality Manager
Cigna Healthcare
03.2010 - 03.2014
Customer Service Manager
Cigna Healthcare
11.2003 - 03.2010
Call Technical Coach
Cigna Healthcare
07.2002 - 11.2003
Customer Service Associate
Cigna Healthcare
07.2000 - 07.2002
Dietary Aide
Elan Gardens
07.1999 - 07.2000
High School -
Dunmore High School