Shirley O’Bryan
Paducah,KY
Summary
Dynamic Collections Representative skilled in communication and conflict resolution. Proven ability to manage customer interactions and maintain accurate records, ensuring timely payments and customer satisfaction.
Overview
46
46
years of professional experience
1
1
year of post-secondary education
Work History
Collections Representative
Derksen Buildings
03.2023 - Current
- Reach out to customers via phone or email regarding past-due accounts to discuss payment
- Work with customers to set up payment plans and resolve any disputes or issues preventing payment
- Use databases, and other resources to find customers who have not made payments
- Take payments, process account adjustments, and issue refunds when necessary
- Maintain accurate and detailed records of all customer interactions, payments, and account updates
- Track delinquent accounts and identify those with overdue payments
- Purge records for satisfied debts
- Work with bankruptcy attorneys to ensure their clients are in compliance and follows orders set forth by the bankruptcy court
- Reconcile daily and end of the month financial reports
- Prepare bank deposits
Patient Access Specialist
Vanderbilt University Hospital
12.2021 - 03.2023
- Greet patients, collect demographic and financial information, and ensure accurate and complete patient records
- Schedule appointments for patients via phone or in person
- Verify insurance coverage, process co-payments, and assist with insurance authorizations and pre-certifications
- Provide service to patients and providers, handling inbound and outbound calls and messages to to address patient needs
- Maintain the integrity of patient records
Outpatient Supervisor
Bon Secours Mercy Health
04.2021 - 11.2021
- Obtain demographic, insurance and financial information from patient or guarantor.
- Enters information in computer system with accuracy.
- Explains all required forms to the patient or guarantor and obtains the necessary signatures.
- Collecting patient liability, discussing payment options and screening for eligibility.
- Verifies insurance eligibility and benefits
- Posts payments in the computer system and generates the appropriate patient receipts.
- Communicates in an effective and professional manner with Physicians, Care Management, ancillary departments, nursing units, physicians’ office staff, insurance companies, as well as patients and their families.
- Completes thorough and accurate documentation
- Follows all Mercy Health policies and procedures
- Maintains inventory for Outpatient Registration and the Emergency Department
- Department Exceeds all productivity and accuracy goals
- Promotes individual professional growth and development by meeting requirements formandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization
- Performs other duties as assigned
Patient Access Supervisor
Naples Community Hospital
11.2019 - 12.2020
- Prepare work schedules for patient registrars for three facilities
- Train registrars to use functions located in the Cerner Software Program
- Assist with time and attendance using the Kronos Management System
- Assist with employee performance reviews
- Coaching of employees when required
- Supervise and register patients in the Admitting Department for outpatient procedures
- Complete patient bed transfers using Cerner Access Management
- Collect payments log information into the Revenue Cycle software program
- Assists other departments with creating encounters for patients
- Physically transport patients to various departments for outpatient procedures
- Conduct live audits to ensure accuracy of patient demographics and insurance information
- Complete monthly chart audits
- Conducted interviews
- Fill in as a patient registrar when needed
Customer Service Representative
Naples Community Hospital
02.2018 - 11.2019
- Complete Quick Registration for patients entering the emergency room
- Complete full registration for patients by verifying and entering patient demographics, obtaining medical insurance information and verifying insurance
- Calling insurance companies to verify patient’s eligibility and coverage
- Floated to various NCH facilities to cover open shifts
Assistant Manager
Habitat for Humanity of Collier County
09.2016 - 06.2017
- Schedule and assign tasks for volunteers
- Supervision of 4 employees
- Entering Donor information via Smartsheet
- Examining and pricing donated merchandise upon delivery
- Assist with unloading of merchandise
- Stage new merchandise on salesfloor
- Monitor monthly Profit & Loss Statements
- Entering and adjusting volunteer information via Volunteer Hub
- Assigning daily tasks to employees and volunteers
Co-Manager
Wal-Mart, Inc.
10.2014 - 08.2016
- Prepare weekly schedules for associate
- Supervised and worked with Backroom Associates and improved Scorecard to 100% accuracy
- Supervised Unloading Team and improved unload times by 50%
- Set up One Touch Process in backroom to increase productivity
- Supervision of over three-hundred associates
- Oversee and operate entire store in absence of Store Manager
- Supervise associates and assist in preparation of annual inventory and cycle counts
- Interviewing, hiring, and coaching associates
Assistant Manager
Wal-Mart, Inc.
05.2012 - 10.2014
- Prepare weekly schedules for general merchandise employees
- Assign and assist employees with completing merchandise modules
- Unload grocery and general merchandise from trucks
- Audit daily cash office receipts
- Resolve customer complaints
- Assist customers with merchandise returns
- Answer customer service calls
Court Advocate
Shelter for Abused Women & Children
08.2002 - 01.2009
- Managed crisis calls
- Assisted Victims of Domestic Violence navigate the Injunction for Protection Process by explaining all paperwork necessary to apply for Restraining Orders
- Advocating on behalf of victims during court proceedings
- Provide Safety Plans
- Submitted forms on behalf of eligible applicants to the Office of the Attorney General for Relocation Funding
- Organizing files and forms for annual audit conducted by the Office of the Attorney General
- Entered statistical information into Spreadsheet
- Retrieved police reports from all local reporting agencies and contacted victims listed on reports
- Supervised volunteers in Court Watch Program
- Authored pamphlet on steps taken to obtain an Injunction for Protection while doing so safely
- Entered information into Donor Perfect Fundraising Software and generated correspondence for potential donors
Data Entry Certification
Ballard County Vocational School
Barlow, KY
09.1984 - 05.1985
General Studies
Ballard Memorial High School
Barlow, KY
08.1979 - 05.1982
Education
Data Entry Certificate - Data Entry/ Programming
Ballard County Vocational School
Barlow, KY 09.1984 - 05.1985
Skills
- Data Entry
- Epic EMR
- Cerner EMR
- Availity
- Microsoft Office
- Type 63 words per minute
- Communication
- Ability to work under pressure
- Decision Making
- Time Management
- Self-motivation
- Conflict Resolution
- Leadership
- Adaptability
- Customer Service
- Inventory Control
- Use of Multi-Line Telephone Systems
- Operation of Office Equipment
Accomplishments
- In March 2011, gave presentation to over three-hundred Wal-Mart associates on how to continue to give superb customer service while enduring the stressful situation of undergoing a complete store remodel.
- As a Wal-Mart Co-Manager, it was also my responsibility to lead a team meeting with over fifty associates in which sale goals, associate events and tasks were communicated and assigned daily.
- As a Court Advocate for the Shelter for Abused Women & Children, I gave several presentations within the community outlining the dynamics of Domestic Violence and the Injunction for Protection Process
- Organized and established a meeting between the Habitat for Humanity Home Improvement Store and a local business that produced over $13,000 in donations for Habitat for Humanity of Collier County
Timeline
Collections Representative
Derksen Buildings
03.2023 - Current
Patient Access Specialist
Vanderbilt University Hospital
12.2021 - 03.2023
Outpatient Supervisor
Bon Secours Mercy Health
04.2021 - 11.2021
Patient Access Supervisor
Naples Community Hospital
11.2019 - 12.2020
Customer Service Representative
Naples Community Hospital
02.2018 - 11.2019
Assistant Manager
Habitat for Humanity of Collier County
09.2016 - 06.2017
Co-Manager
Wal-Mart, Inc.
10.2014 - 08.2016
Assistant Manager
Wal-Mart, Inc.
05.2012 - 10.2014
Court Advocate
Shelter for Abused Women & Children
08.2002 - 01.2009
Data Entry Certificate - Data Entry/ Programming
Ballard County Vocational School
09.1984 - 05.1985
Data Entry Certification
Ballard County Vocational School
09.1984 - 05.1985
General Studies
Ballard Memorial High School
08.1979 - 05.1982