Sylvia Childes
Forrest City,AR
Summary
Dynamic professional with a proven track record in strategic operations across diverse roles, excelling in relationship management, analysis, auditing, reporting, and process improvement. Expertise in resolving client escalations and optimizing workflows ensures the delivery of exceptional service in fast-paced environments. Committed to driving efficiency and enhancing operational effectiveness while fostering strong partnerships A results-oriented approach fti problem -solving and a passion for continuous improvement distinguish contributions to organizational success.
Overview
14
14
years of professional experience
Work History
Administrative Assistant
Adams Financial Services
01.2024 - Current
- Manage daily office tasks, handle inquiries, and coordinate communications. Organize confidential documents to maintain security and records. Review marketing materials for compliance. Used Smart Office CRM for client bulk email campaigns to boost audience engagement. Organize and train students assigned through City of Memphis Youth – MPLOY.
- Vendor Management and Financial Transactions
- Review marketing materials for accuracy and compliance
- Organize IRS audit documents for quick retrieval
Eligibility, Billing & Collections Rep – RCM
Cigna Healthcare/EverNorth Services
11.2020 - 11.2023
- Built strong relationships with internal and external stakeholders, leading to better collections outcomes.
- Provided team training, mentoring, and contributed to efficiency improvement projects.
- Supported a copay assistance mass adjustment project by analyzing claim processing issues and reconciling eligibility and billing discrepancies, resulting in improved billing accuracy and reduced processing errors.
Shift Lead Supervisor
Walgreens Pharmacy
02.2019 - 10.2020
- Served as main point of contact for the Store Manager, clarifying shift tasks and priorities. Handled cash according to protocol, processing deposits, refunds, and generating reports. Managed inventory to improve operational reliability and efficiency.
- Responded to customer inquiries promptly, boosting satisfaction and loyalty.
- Monitored inventory and assisted with stock management for efficient pharmacy operations
Pharmacy Operations/Contact Center Supervisor
Express/Scripts/Accredo Health Inc
06.2014 - 04.2017
- Supervised daily operations activities of 20 plus remote and on-site Contact Center Patient Care Advocates. Mentored and trained staff in best practices, fostering a culture of continuous improvement and collaboration
- Worked with Pharmacy Operations RA & I Turn-A-Round Team to identify service issues over ninety days using the Work-in-Progress (WIP) Report.
- Optimized workflows, expediting patient benefit entry and resulting in faster patient access to care while reducing administrative delays. This initiative improved efficiency for staff and enhanced overall organizational performance.
- Improved prescription delivery efficiency through process enhancement
- Conducted regular performance evaluations, through one-on-one meetings and personalized feedback sessions, resulting in an increase in team productivity and enhanced collaboration
Corporate Financial Services Supervisor
Express/Scripts/Accredo Health Inc
01.2012 - 05.2014
- Supervised daily operations of remote and on-site Reimbursement Specialist and Claims Processors, implemented weekly performance reviews and set individual goals to monitor productivity and performance standards.
- Monitored real-time call volume and trends to assess staffing needs throughout the day. Reallocated resources as needed to accommodate various types of calls.
- Worked with Management to develop policies, procedures and the business work plan for the team.
- Recognized and recommended operational improvements, leading to a 20% reduction in ASA and AHT, which enhanced customer satisfaction and increased team productivity over three months.
- Conducted hiring, training, and evaluation of staff.
Education
Bachelor of Arts - Health Administration/Healthcare Management
University of Phoenix
Phoenix, AZ01.2018
Skills
- Customer relations
- Team Leadership
- Excellent written and oral communication
- Issue resolution
- Document organization
- Billing management
- Operations management
- Quality control
Timeline
Administrative Assistant
Adams Financial Services
01.2024 - Current
Eligibility, Billing & Collections Rep – RCM
Cigna Healthcare/EverNorth Services
11.2020 - 11.2023
Shift Lead Supervisor
Walgreens Pharmacy
02.2019 - 10.2020
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 - 05.2014
Bachelor of Arts - Health Administration/Healthcare Management
University of Phoenix