Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sonia Fray

Atlanta,GA

Summary

Proven leader with extensive experience at OC Wings and Seafood, adept in process optimization and workflow automation. Excelled in healthcare customer service, reducing accounts receivable by 15% at Xtend Healthcare. Skilled in team leadership and training, consistently exceeding performance targets. Mastery in Epic EHR and HIPAA compliance ensures top-notch data security and operational efficiency.

Overview

14
14
years of professional experience

Work History

Manager

OC Wings and Seafood
Atlanta, GA
04.2024 - Current
  • Oversee daily operations of the restaurant, ensuring smooth workflow and optimal customer service
  • Manage staff scheduling, payroll processing, and personnel management
  • Handle inventory control and supply ordering to maintain optimal stock levels
  • Ensure compliance with health and safety regulations and industry guidelines
  • Monitor and maintain quality control standards for food preparation and service
  • Coordinate with vendors and suppliers to ensure timely delivery of supplies
  • Implement and maintain operational procedures to maximize efficiency
  • Lead team training initiatives and development programs to enhance service quality.
  • Coordinate and manage comprehensive activity schedules and special events.
  • Implement new programs to enhance customer experience and satisfaction.
  • Maintain detailed documentation and compliance with industry regulations.

Healthcare Receivable Consultant II

Xtend Healthcare
Hendersonville, TN
06.2022 - 03.2024
  • Reduced accounts receivable by 15% through strategic implementation of tailored payment plans and proactive resolution of billing issues
  • Achieved a 98% customer satisfaction rate by effectively managing escalations and resolving complex issues in a timely manner
  • Increased team productivity by 20% through the development and implementation of streamlined operational processes and cross-functional collaboration
  • Led training initiatives for new team members, resulting in a 30% reduction in onboarding time and improved overall team performance
  • Implemented data-driven strategies that contributed to a 10% year-over-year increase in successful collections
  • Spearheaded the adoption of new compliance measures, ensuring 100% adherence to industry regulations and company standards
  • Consistently exceeded monthly targets by an average of 12%, demonstrating readiness for advancement to a managerial role

Registration Coordinator Lead

Children's Healthcare of Atlanta
Atlanta, GA
03.2018 - 06.2020
  • Managed registration and insurance verification for 50+ patients daily, reducing check-in time by 25% through efficient communication with patients, families, physicians, and insurance companies
  • Increased point-of-service collections by 15% by implementing a streamlined billing support process and effectively communicating payment options to guarantors
  • Improved scheduling efficiency by 20% through the implementation of a flexible scheduling system, resulting in increased patient satisfaction and reduced wait times
  • Maintained a 98% accuracy rate in chart creation and charge entry, ensuring proper documentation and billing for all patient visits
  • Reduced phone wait times by 30% by efficiently managing calls for multiple locations, improving overall patient experience and staff productivity
  • Achieved a 100% completion rate for timely and accurate patient check-ins, contributing to smooth clinic operations and reduced delays
  • Consistently received positive feedback from patients and colleagues for exceptional customer service and teamwork, maintaining a 95% satisfaction rate

Benefits Consultant for FSA

ADP/WageWorks
Alpharetta, GA
08.2016 - 04.2018
  • Managed and updated over 500 employee profiles monthly, ensuring 99% accuracy in benefits information and eligibility
  • Resolved an average of 50 client inquiries per day regarding benefits, maintaining a 97% first-call resolution rate
  • Increased product awareness by 25% through proactive communication of new offerings to clients, resulting in improved client satisfaction and retention
  • Cultivated and maintained strong client/vendor relationships, achieving a 95% client retention rate over the course of employment
  • Scheduled and conducted an average of 20 client contact calls per week, ensuring consistent communication and support
  • Prepared and delivered monthly reports on employee profile updates to management, contributing to data-driven decision-making processes

Client Services Representative

Yardi Systems
Alpharetta, GA
10.2014 - 05.2016
  • Resolved an average of 40 client issues daily using the OHIO method (Only Handle It Once), maintaining a 95% customer satisfaction rate
  • Improved issue resolution time by 30% through efficient routing of clients to the appropriate departments
  • Maintained a 98% on-time response rate to client issues, exceeding company standards and enhancing client trust
  • Developed and implemented a new administrative workflow, increasing team efficiency by 20%
  • Strengthened client relations through proactive communication, resulting in a 15% increase in positive client feedback
  • Consistently achieved a 99% accuracy rate in documentation and data entry, ensuring high-quality service delivery

Customer Service Representative Lead

Delta Dental
Alpharetta, GA
09.2010 - 09.2014
  • Handled over 75 inbound calls daily, supporting providers and members with claims and coverage inquiries while maintaining a 94%+ quality score
  • Consistently met or exceeded department call threshold targets, contributing to a 15% improvement in overall team performance
  • Resolved 90% of customer issues on the first call, reducing follow-up inquiries and improving customer satisfaction
  • Achieved a 98% accuracy rate in communicating eligibility, benefits, and claims status to customers, ensuring clear and correct information delivery
  • Increased customer self-service adoption by 25% through effective guidance on website usage and provider listing navigation
  • Contributed to a 20% reduction in training time for new hires by assisting in the review, updating, and revising of existing training materials
  • Maintained operational knowledge of medical terminology and protocols, consistently scoring 95% or higher on related assessments

Education

Bachelors - Health Care Management

University of Phoenix
Dunwoody, GA

Skills

  • Epic EHR Proficiency
  • Healthcare Customer Service
  • Medical Billing & Coding
  • Insurance Verification & Authorization
  • Appointment Scheduling & Coordination
  • Process Optimization & Workflow Automation
  • HIPAA Compliance & Data Security
  • Call Center & CRM Management
  • Team Leadership & Training
  • Quality Assurance & Performance Analysis
  • Activities Coordination
  • MyChart
  • Resolute
  • Hyperspace
  • PB/HB Billing
  • Athenahealth
  • Change Healthcare
  • QuickBooks
  • Asana
  • Microsoft Teams
  • Google Workspace
  • Slack
  • ICD-10
  • CPT
  • Compliance Regulations

Timeline

Manager

OC Wings and Seafood
04.2024 - Current

Healthcare Receivable Consultant II

Xtend Healthcare
06.2022 - 03.2024

Registration Coordinator Lead

Children's Healthcare of Atlanta
03.2018 - 06.2020

Benefits Consultant for FSA

ADP/WageWorks
08.2016 - 04.2018

Client Services Representative

Yardi Systems
10.2014 - 05.2016

Customer Service Representative Lead

Delta Dental
09.2010 - 09.2014

Bachelors - Health Care Management

University of Phoenix

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Sonia Fray