Customer Service Accounts Payable
Resume:
Sharon Hutchinson
ad2ey8@r.postjobfree.com
Summary:
Seasoned career service coaching specialist and vendor trainer with over fifteen years of experience seeking a position where I can demonstrate my strong coaching and analytical skills. I have over fifteen years of coaching and training experience and a master’s degree in business administration.
Core Strengths:
Proficient in exercising a high degree of initiative with judgment and discretion. Skilled in organizing work while achieving goals and objectives. Project management skills along with the ability to plan, organize and integrate priorities and deadlines while identifying operational issues. Excellent writing and communication skills. Ability to encourage individuals to obtain team goals and company-wide performance. Proactive approaches to establish systematic processes and procedures that will reduce or eliminate errors. Strong familiarity with accounts payable and foundational knowledge of accounts receivable. Demonstrates ability to work in dynamic and constantly changing company environments while developing self and other employees.
Accomplishments:
Consistently received positive feedback from team leaders and managers for training sessions on Health Care Reform (ACA) Affordable Care Act.
Improved SQM scores within a one-month period to ensure call resolution goals were met and resolution scores were decreased.
Coached and trained in house and vendor partner customer service representatives on billing and enrollment.
Professional Experience:
Bankers Fidelity December 13, 2022 - Current
Claims Customer Service Representative
Subject matter expert of products, procedures, and healthcare forms.
Assisting callers with answering questions and providing information regarding claims & benefits by utilizing multiple applications and platforms.
Responsible for communicating effectively through email with internal/external stakeholders.
Emory University Atlanta GA July 22, 2020 – September 2021
Contact Tracer/ Case Investigator
Case Investigation, testing, and contact tracing process in the context of a pandemic.
Interviewing confirmed cases of COVID-19 while providing isolation or quarantine guidelines.
Identify close contacts of cases and input data into the digital Red Cap system.
Communicate in a professional and empathetic manner, while responding to common questions and providing information/recommendations with discretion and professionalism.
Coordinate with Care Resource Coordinators, if necessary, to refer cases to local support resources.
Horizon Blue Cross Blue Shield of New Jersey April 2007 – June 2018
Coaching Specialist I & II for Billing & Enrollment Team
Provided coaching and feedback to both account receivable and customer service agents team members by reviewing quality score cards and performing call auditing, weekly team meetings, biweekly one on one coaching sessions and additional real time feedback sessions as need identified.
Achieved leading role in calibration project to decrease escalations, first call resolution and repeat caller rates. Improved calibrations and SQM surveys by reviewing calls, and monthly outliers.
Provided monthly reports for tracking and trending agents’ progress for inbound and outbound call centers. Monthly review of agents’ performance on KPI dashboard
Quality assurance performed to identify, resolve, and improve daily call and billing operations.
Monitored random calls to provide, educate and support customer service representatives via IM or phone to ensure first call resolution was achieved through pro- active coaching. Worked closely with compliance team for training information.
Supervised, mentored, and coached team members on Individual Development Plans.
Created new hire manuals, monthly assessments, coaching tips, job aids and helpful hints, while working closely with team leaders and managers to ensure new information was disseminated and comprehended by all team members.
Trained managers, team leaders, coaches, and customer service representatives for Health Care Reform (ACA) Affordable Care Act.
Influenced agents to complete call backs, updates, refunds, and reconciliations in a timely manner to decrease complaints or supervisor calls.
Traveled to vendor sites to provide education and training to vendor supervisors and coaches, while supporting daily operations.
Supported SOX Auditing Team, UCSW Steering Committee, Super-Agent, and First Call Resolutions Teams.
Education Background
Master’s degree in risk management 2023
Bachelors’ Degree Dual Major: in Healthcare Administration & Public Policy
St. Peter’s University, Jersey City, NJ, 2012-2014
Certificate in Infectious Diseases & Infection Control, Allegra Learning Solutions, LLC
March 15, 2020 – May 8, 2020
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