Sonja Scott
La Mesa,CA
Summary
Diligent UM Supervisor with strong background in overseeing utilization management processes. Successfully led teams to improve efficiency and ensure compliance with regulatory standards. Demonstrated ability in conflict resolution and effective communication with key stakeholders.
Overview
30
30
years of professional experience
Work History
Utilization Management Supervisor
Rady Children's Hospital Of San Diego
01.2025 - Current
- Management of UM Coordinator staff, including performance management and professional mentorship, provide adequate changes with staffing and recruiting, education and training, facilitate team building, create and analyze employee productivity statistical reports while identifying trends and problems, provide resolution for escalated issues and complaints, management of inbound call center for callers, including regular monitory for quality assurance purposes
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
Utilization Operations Supervisor
Children’s Physicians Medical Group
01.2023 - 12.2024
- Management of UM Coordinator staff, including performance management and professional mentorship, provide adequate changes with staffing and recruiting, education and training, facilitate team building, create and analyze employee productivity statistical reports while identifying trends and problems, provide resolution for escalated issues and complaints, management of inbound call center for callers, including regular monitory for quality assurance purposes
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
LEAD UM Operations Coordinator
Children’s Physicians Medical Group
05.2015 - 01.2023
- Supervising and mentoring staff to ensure proper deadlines are met, delegate and monitor workflow for team members, de-escalate dissatisfied or challenging calls while problem solving disruptive workflows, interview candidates and train new staff members
Customer Service Representative
Children’s Physicians Medical Group
04.2012 - 05.2015
- Processed pre-authorizations for insurance purposes, assist and educate callers with excellent customer service in navigating standardized HMO processes, processed and monitored appeals from health plans and medical providers, verified benefits, EOB and research of authorization history, claims issues and electronic medical records
Surgery Scheduling Clerk
Kaiser Permanente
06.2002 - 10.2011
- Managed and coordinated 51 Ob/GYN Surgeons’ schedules while maintaining client confidentiality, processed and scheduled surgery requests based on clinical recommendation and urgency, created and maintained time management system processes while delivering quality care to our Members and Providers
Customer Service Representative
Kaiser Permanente
01.1995 - 06.2002
- Greeted and checked in Members for scheduled appointments, responded professionally to incoming phone calls, scheduled and managed appointments in accordance with appropriate guidelines, performed general clerical and administrative duties for Physicians and Staff, assisted with special projects, as needed
Education
High school diploma -
Crawford High School
Medical Assisting
Bryman
Phoenix, AZSkills
- Excellent communication
- Problem-solving
- Leadership skills
- Self-motivated
- Customer service
- Verbal communication
- Written communication
- Medical terminology
- IC10
- CPT codes
- Proficient in Epic
- Proficient in EZ-Cap/EZ-Net
- Problem resolution
- Attentive to detail
- Task delegation
- Scheduling management
- Workload balancing
- Staff supervision
Timeline
Utilization Management Supervisor
Rady Children's Hospital Of San Diego
01.2025 - Current
Utilization Operations Supervisor
Children’s Physicians Medical Group
01.2023 - 12.2024
LEAD UM Operations Coordinator
Children’s Physicians Medical Group
05.2015 - 01.2023
Customer Service Representative
Children’s Physicians Medical Group
04.2012 - 05.2015
Surgery Scheduling Clerk
Kaiser Permanente
06.2002 - 10.2011
Customer Service Representative
Kaiser Permanente
01.1995 - 06.2002
High school diploma -
Crawford High School
Medical Assisting
Bryman
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