Sherra Buchanan
Roseburg,OR
Summary
I am passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
31
31
years of professional experience
Work History
Provider Customer Service Representative
CareOregon
08.2023 - Current
- Deliver high-quality phone support to healthcare providers on claims, prior authorizations, billing, and appeals.
- Educate providers on the Oregon Health Plan (OHP), Medicare Advantage, and the VisibilEDI/provider portal.
- Manage high-volume inbound calls with HIPAA compliance, empathy, and accuracy.
- Support eligibility, payment reconciliation, and network status for seamless operations.
- Assisted with the HRS project through PCS in 2024 and 2025.
Customer Service Representative
ATS
09.2022 - 04.2023
- Resolved customer inquiries and concerns efficiently, enhancing overall satisfaction with forward-thinking strategies focused on addressing customer needs.
- Managed high volumes of incoming calls while maintaining professionalism, and avoiding on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer requests to adjust accounts.
- Maintained and adhered to company-required metrics.
Customer Experience Agent
FCR/Headspace
05.2012 - 09.2022
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated and resolved customer inquiries and complaints quickly.
Records Clerk
Sound Mental Health
05.2006 - 05.2009
- Assisted with typing, data entry and answering incoming calls as required.
- Updated patient records with new information.
- Followed confidentially regulations to maintain privacy according to HIPAA compliance.
- Prepared files for appointments , reviews and audits.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity..
Pharmacy Technician
Fred Meyer Pharmacy
03.1999 - 04.2007
- Answered incoming phone calls and addressed questions from customers and healthcare providers to ensure accuracy and quality care.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
Customer Service Manager
Food World
06.1994 - 03.1999
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Skills
- Strong Customer Relations
- Impeccable Telephone Skills
- Active Listening
- Technical Support
- Call Center Operations
- Quality Assurance Controls
- Recordkeeping Strengths
- Service Standard Compliance
- Problem-Solving Ability
- Call Triaging
Timeline
Provider Customer Service Representative
CareOregon
08.2023 - Current
Customer Service Representative
ATS
09.2022 - 04.2023
Customer Experience Agent
FCR/Headspace
05.2012 - 09.2022
Records Clerk
Sound Mental Health
05.2006 - 05.2009
Pharmacy Technician
Fred Meyer Pharmacy
03.1999 - 04.2007
Customer Service Manager
Food World
06.1994 - 03.1999