Sidneece Norwood
Charlotte,NC
Summary
Achieved significant reductions in error rates through effective program implementation over 13 years. Enhanced service offerings to align with company initiatives in high-demand environments. Surpassed performance targets consistently, resulting in improved client satisfaction. Contributed to better patient outcomes by meeting daily objectives with determination.
Overview
12
12
years of professional experience
Work History
Benefits Client Specialist Manager
Alight Solutions
12.2022 - Current
- Conducted training sessions for team members to ensure effective implementation of SOP updates, promoting high-quality outcomes.
- Elevated satisfaction scores (CSAT) by delivering services ahead of scheduled deadlines.
- Spearheaded identification and implementation of process improvements to optimize service delivery.
- Facilitated teamwork among a diverse group of seven professionals to create solutions aimed at enhancing client satisfaction and driving revenue growth.
- Facilitated the recognition of repeat issues and potential challenges to enhance operational efficiency.
- Streamlined processes to reduce downtime from 2 hours to 45 minutes, enhancing overall productivity.
- Cultivated strong work relationships with team members and internal/external partners to enhance collaboration.
- Oversaw a caseload of 45 clients, consistently surpassing established service delivery and client satisfaction goals.
Case Coordinator
Cardinal Logistics
08.2022 - 12.2022
- Researched, identified, and established delivery failures to assist management with improving overall weekly, monthly, and quarterly metrics.
- Excelled at providing great customer service when assisting drivers and carriers with developing their Bill of ladings for shipments.
- Performed daily data entry tasks by entering information from email and inbound or outbound calls and applied to spreadsheets.
- Established a pleasant atmosphere for employees, customers, and carriers to ensure a pleasurable experience with the company to arrange to continue with business adventures.
- Arranged calls with carriers if shipment requirements were not met or if there were any issues with any portion of the shipment in which it may affect pick up or delivery as well as any incidents in transit that may negatively impact the performance requirements of shipments.
- Counseled customers and vendors with shipment details such as location of drivers, estimated arrival times, weight, and other shipment information.
Patient Accounting Associate
Recruiting Solutions
05.2022 - 08.2022
- Oversaw multiple patient accounts with insurance companies and third-party payers to ensure timely resolution and payment.
- Managed claims using EPIC system to review insurance eligibility while determining errors in coding.
- Leveraged medical terminology expertise to enhance efficiency in claims and appeals management.
- Assisted health insurance payers with denials, adjustments and completed documentation for accounts with end results of accurate reimbursement and patient account resolution.
- Confirmed insurance eligibility for patients to facilitate accurate payment processing.
- Identified pertinent information relating to patient accounts and/or payer interaction is documented in the practice management software system.
Benefits Administrator
Aon Hewitt
09.2013 - 02.2022
- Conducted data analysis to identify trends and opportunities for process improvement, supporting operational excellence.
- Accelerated at working under tight deadlines to ensure completion of day to – to – day projects and other tasks at high level.
- Optimized annual enrollment process to enhance efficiency and increase participation.
- Evaluated content quality to maintain keyword effectiveness and facilitate prompt information dissemination while prioritizing customer satisfaction.
- Redesigned benefits enrollment procedures for new hires to facilitate a smoother onboarding experience.
- Increased employee awareness of benefits, achieving 95% participation in open enrollment.
- Cultivated innovative strategies to enhance and streamline client delivery processes.
- Maintained an open and approachable attitude for a great relationship with peers to openly communicate at any time with questions or concerns.
Education
High School Diploma - Administrative Assistant w/ Medical Billing and Coding
UNCC
Charlotte, NCHigh School Diploma - General Studies
West Charlotte High School
Charlotte, NC06.2008
Skills
- Communication (Verbal/Written)
- Time Management
- Process Improvement
- Benefits Enrollment
- Client Services
- Service Level Agreement
- Quality Assurance
- Problem Solving
Accomplishments
- Employee of the month for outstanding increase of SLA results
- Consistently met targeted metrics for all 4 quarters resulting in a bonus.
Timeline
Benefits Client Specialist Manager
Alight Solutions
12.2022 - Current
Case Coordinator
Cardinal Logistics
08.2022 - 12.2022
Patient Accounting Associate
Recruiting Solutions
05.2022 - 08.2022
Benefits Administrator
Aon Hewitt
09.2013 - 02.2022
High School Diploma - Administrative Assistant w/ Medical Billing and Coding
UNCC
High School Diploma - General Studies
West Charlotte High School