Sylvia Childes
Forrest City,AR
Summary
Experienced professional with years of administrative and customer service expertise. Skilled in analysis, adaptable to new situations, and committed to supporting team success and ongoing skill development.
Overview
14
14
years of professional experience
Work History
Clearance/Revenue Cycle Management Supervisor
Accredo Health Group, Inc.
Memphis, TN
- Maintained quality and productivity standards while reporting account status and key metrics to management.
- Managed ad hoc analyses of accounts receivable and worked with the cash department to identify bulk payments for specific patient groups.
- Recorded manufacturer adjustments for trials and medication shipments.
- Resolved reimbursement issues by collaborating with pharmacy operations and ensuring compliance with insurance and health care programs.
- Handled American Express customer payment disputes.
- Assisted with projects and responsibilities to foster relationships with internal departments.
- Researched, identified and contacted potential business partners.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Administrative Assistant/Client Support Services (Part-time)
JAdams Financial Services
Memphis, TN
01.2024 - Current
- Client support services oversee daily office operations, handling inquiries and managing communication channels such as telephone and email correspondence, with responsibility for these tasks.
- Manage confidential data and document management.
- Organize IRS audit documents, review and audit marketing materials, and manage bulk emails with Smart Office CRM Software Program.
- Serve as vendor contact, process invoices, and handle payments for services.
- Organize and develop training materials for tax preparation procedures and Collective Blueprint interns.
- Assisted clients with account inquiries and documentation preparation.
- Organized office files and maintained accurate records for compliance.
- Supported the onboarding process for new employees within the department.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
Eligibility, Billing and Collections Representative – Revenue Cycle Management
Cigna/Ever North/Accredo Health Group
Memphis, TN
11.2020 - 11.2023
- Company Overview: (100% Remote)
- Investigate the underlying causes for unpaid account balances, ensuring timely identification and resolution of issues that impacted reimbursement.
- Process billing and rebills, collaborating closely with both internal teams and external stakeholders to address and resolve reimbursement matters efficiently.
- Manage the collection of outstanding balances and addressing payer and customer concerns with a high degree of professionalism.
- Support overall team development, provided individualized training and mentoring, as well as actively participated in special projects to enhance operational efficiency.
- Additionally, contributed to a specialized payor audit initiative, which involved claims reconciliation and verifying customer eligibility dates for copay programs. This experience strengthened my analytical skills and ability to ensure compliance with program requirements.
Shift Lead Supervisor (Flexible Schedule)
Walgreens Pharmacy
Memphis, TN
02.2019 - 10.2020
- Act as a liaison to the Store Manager for coordinating and communicating operational tasks and instructions to colleagues and team members.
- Oversee daily activities such as cash handling, preparing cash reports for bank transactions, claim reconciliation, and inventory management.
- Address customer issues and respond to inquiries to maintain satisfactory service.
- Delivery vendors UPS, FedEx, and USPS representative contact.
- Supervised daily operations of pharmacy staff and ensured adherence to policies.
- Trained new employees on customer service and operational procedures.
- Coordinated inventory management to maintain stock levels and reduce shortages.
- Resolved customer inquiries and complaints to enhance satisfaction and loyalty.
Administrative Assistant – Independent Contractor
JAdams Financial Services
Memphis, TN
01.2018 - 01.2019
- Carried out clerical tasks, such as managing correspondence and preparing customer billing and reimbursement reports for daily and monthly revenue cycle management.
- Assisted with client documentation coordination during external audits by the Internal Revenue Service and helped maintain standard operating procedures.
- Participated in interview processes and oversaw training for the Memphis MPLOY teen summer jobs program.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
Clearance/Revenue Cycle Management Supervisor
Accretive Health
Memphis , TN
- Manage Ad Hoc analyses of account receivable and work with Cash department to identify bulk payments for specific patient groups
- Record manufacuturer adjustments for specific patient groups to comply with industry standards and government regulations
- Resolve reimburse issues by collabrating with pharmacy operations and ensuring compliance with insurance and health care programs.
- American Express customer payment disputes contact
- Assist with projects and responsiblities to foster relationships with internal departments
- Establish team priorities, maintained schedules and monitored performance.
- Launch quality assurance practices for each phase of development
Pharmacy Operations /Contact Center Supervisor
Express Scripts/Accredo Health Inc
Memphis, TN
06.2014 - 04.2017
- Manage a team of more than twenty Patient Care Advocates, both on-site and remote, as well as one Emerging Leader for the inbound call center.
- Monitor call key metirics such as average handling time and firs call resolution
- Conduct call quality assessments, prepared and evaluated performance reports, identified areas for improvement, and implemented actions to increase performance and achieve targets.
- Coordinate scheduling to optomize coverage during peak call volume
- Colobrate with manage on process improvements and training
- Provide feedback on agent performance through one-on-one sessions or group training sessions
- Conduct regular team meeting to discuss progress, successes, challenges, and opportunites for growth.
- Assist agents with complex customer inquiries by providing guidance or escalating issues to appropriate departments when necessary.
- Particate in hiring interviews, and provinding job training
- Selected Contributions: Work with the Pharmacy Operations Rheumatoid Arthritis & Inflammatory (RA&I) Turn-A-Round Team to leverage Work-in-Progress (WIP) reports for identifying customer service challenges across multiple functional areas.
- Optimize procedural workflows to accelerate patient benefit entry and enhance prescription delivery efficiency.
- Align with other departments within the organization in order to provide comprehensive support for customers.
Corporate Financial Services Supervisor
Express Scripts/Accredo Health Inc.
Memphis, TN
01.2012 - 01.2014
- Oversaw a team of twenty-six on-site and remote staff members, including a designated team leader, within the billing line contact center and patient payment collections unit.
- Directed key performance metrics for the billing line and managed patient accounts receivable, collaborating effectively with intake, benefit verification, and pharmacy shipment clearance departments.
- Select Contributions: Assisted in Developing billing line performance metrics and reports covering compliance, ASA, call abandon rate, and handle time.
- Help revise procedures, reducing patient accounts receivable by 35%, boosting cash revenue by 20%, and lowering bad debt write-offs by 15%.
- Streamlined policies for improved efficiency.
- Join Contact Center management roundtables and helped shape RCM Call Center operations.
- Coordinate schedules and workflows to ensure efficient patient service delivery.
- Collaborate with other departments staff scheduling workflows to ensure operational efficiency in patient care.
- Monitor employee productivity to provide constructive feedback and coaching.
- Prepare and presented reports on team performance, challenges, and achievements to senior management.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Participate in recruitment efforts by interviewing prospective candidates for open positions.
- Analyzed key performance indicators to identify effective strategies.
Education
Bachelor of Science - Healthcare Administration/Health Management
University of Phoenix
Phoenix, AZ01.2018
Skills
- Business Operations
- Document management
- Client support
- Customer relationship management
- Problem resolution
- Strong problem solver
- Professional communication
- Customer Service
- Accounts Payable & Receivable
- Quality Assurance
- Employee training
- Records management
- File organization
- Correspondence writing
- Multitasking and prioritization
- Phone call answering
Timeline
Administrative Assistant/Client Support Services (Part-time)
JAdams Financial Services
01.2024 - Current
Eligibility, Billing and Collections Representative – Revenue Cycle Management
Cigna/Ever North/Accredo Health Group
11.2020 - 11.2023
Shift Lead Supervisor (Flexible Schedule)
Walgreens Pharmacy
02.2019 - 10.2020
Administrative Assistant – Independent Contractor
JAdams Financial Services
01.2018 - 01.2019
Pharmacy Operations /Contact Center Supervisor
Express Scripts/Accredo Health Inc
06.2014 - 04.2017
Corporate Financial Services Supervisor
Express Scripts/Accredo Health Inc.
01.2012 - 01.2014
Clearance/Revenue Cycle Management Supervisor
Accredo Health Group, Inc.
Clearance/Revenue Cycle Management Supervisor
Accretive Health
Bachelor of Science - Healthcare Administration/Health Management
University of Phoenix
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