Sonovia Sheppard
Ladson,SC
Summary
Experienced professional with a diverse background in customer support, insurance verification, care coordination, financial counseling, program coordination, and call center operations. Proven track record of delivering exceptional service, optimizing processes, and achieving operational excellence. Skilled in building client relationships, resolving complex issues, and driving organizational success through effective leadership and collaboration.
Overview
26
26
years of professional experience
Work History
SCA Customer Support Representative II
Instant Teams
05.2024 - 10.2024
- Manage customer inquiries and issues related to SCA (Service Contract Act), achieving a customer satisfaction rating of 95%
- Handle an average of 50 calls and emails daily, exceeding service level agreements by 20%
- Resolve billing discrepancies and processed refunds, resulting in a 10% reduction in accounts receivable aging
- Provide guidance on SCA regulations and compliance, ensuring adherence to federal guidelines
- Collaborate with cross-functional teams to streamline customer support processes, reducing response times by 30%
- Conduct training sessions for new hires on SCA policies and procedures, improving team proficiency by 25%
Senior Verifying Insurance Guide
Instant Teams
02.2023 - 05.2024
- Verified insurance coverage for clients, achieving a 98% accuracy rate in policy verification
- Processed insurance claims and ensured timely reimbursement, reducing claim processing time by 20%
- Educated clients on insurance benefits and coverage options, leading to a 15% increase in policy utilization
- Analyzed insurance data and trends, identifying cost-saving opportunities for clients
- Developed training materials for insurance verification processes, improving team efficiency by 30%
- Conducted quality assurance audits to ensure compliance with insurance regulations and standards
Care Coordinator II
One Call Care Management
10.2022 - 02.2023
- Coordinated care services for patients, ensuring continuity of care and patient satisfaction
- Managed a caseload of 100+ patients, achieving a 90% adherence rate to care plans
- Facilitated communication between healthcare providers and patients, improving care coordination
- Implemented patient education programs, resulting in a 20% reduction in hospital readmissions
- Utilized care management software to track patient progress and outcomes, enhancing care quality
- Collaborated with insurance providers to authorize and facilitate medical services for patients
Financial Counselor
Medical University of SC Physicians
06.2021 - 06.2022
- Provided financial counseling services to clients, assisting with budgeting and debt management
- Developed personalized financial plans, resulting in a 15% increase in client savings
- Educated clients on investment opportunities and retirement planning strategies
- Achieved a client satisfaction rating of 95% through effective financial guidance and support
- Conducted workshops and seminars on financial literacy, reaching over 500 participants annually
- Utilized financial software to analyze client portfolios and recommend investment options
Program Coordinator II
South Carolina Department Of Health & Environmental Control
11.1998 - 06.2022
- Managed and coordinated public health programs, ensuring compliance with state regulations
- Led a team in implementing disease prevention initiatives, resulting in a 25% reduction in infection rates
- Developed and maintained partnerships with community organizations and stakeholders
- Oversaw budget allocations and expenditures, achieving a 95% budget utilization rate
- Implemented data collection and analysis systems, improving program evaluation and reporting
- Facilitated training sessions for staff and volunteers on program objectives and protocols
Call Center Customer Service Representative
Arise
03.2000 - 03.2019
- Handled inbound customer inquiries and resolved issues in a timely manner, maintaining a customer satisfaction rate of 90%
- Assisted customers with product information, troubleshooting, and order processing
- Managed a high-volume of calls, averaging 60 calls per day with a 98% accuracy rate
- Utilized CRM software to document customer interactions and track issue resolution
- Collaborated with team members to achieve service level goals and exceed performance metrics
- Participated in ongoing training to stay updated on product knowledge and customer service best practices
Education
Business Administration - Accounting
Allen University
Columbia, SC05.1992
High School Diploma - Mathematics And Computer Science
Harleyville-Ridgeville High School
Harleyville, SC05.1987
Skills
- Customer Service Excellence
- Care Coordination
- Insurance Verification
- Financial Counseling
- Program Management
- Data Analysis
- Conflict Resolution
- Communication Skills
- Team Leadership
- Problem Solving
- Budget Management
- Patient Education
- Compliance Management
- Process Improvement
- Crisis Management
- Public Health Initiatives
- Client Relationship Management
- Training and Development
- Regulatory Knowledge
- Crisis Intervention
Softwaresystemexpertise
- CRM Systems (Salesforce, HubSpot)
- Healthcare Management Systems (Epic, Cerner)
- Insurance Verification Software
- Financial Planning Software (Quicken, Personal Capital)
- Care Management Software
- Data Analytics Tools (Tableau, Power BI)
- Project Management Software (Asana, Trello)
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Public Health Information Systems
- Telehealth Platforms
Timeline
SCA Customer Support Representative II
Instant Teams
05.2024 - 10.2024
Senior Verifying Insurance Guide
Instant Teams
02.2023 - 05.2024
Care Coordinator II
One Call Care Management
10.2022 - 02.2023
Financial Counselor
Medical University of SC Physicians
06.2021 - 06.2022
Call Center Customer Service Representative
Arise
03.2000 - 03.2019
Program Coordinator II
South Carolina Department Of Health & Environmental Control
11.1998 - 06.2022
Business Administration - Accounting
Allen University
High School Diploma - Mathematics And Computer Science
Harleyville-Ridgeville High School
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