Customer Service Member

Sharon Ostern

Tel: 949-***-****

E-mail: *******@*****.***

Website: linkedin.com/in/bvishea/

Personal Profile – Skills and Strengths

● Over 20 years of experience in business

focused in brokerage and health services.

● Set a precedence in providing

companionship and assistance to those in

need via * SHARON'S WARRIOR ANGELS *

● Assist clients with their personal needs,

including Adolescent, Adult, and Geriatric.

● Expert in nutritional planning, food

preparation, medical management, and

general daily needs.

● Provide genuine care to all patients and look

for opportunities to go above and beyond in

providing joy and comfort.

● Expert communicator - exhibiting tact and

discretion in discussing private and sensitive

matters.

● Excellent organizational skills – able to

prioritize tasks and meet deadlines

efficiently.

● Experienced in leadership; working with

others and mentoring staff.

● Over 20 years of experience in business

operations, customer service, risk

management, insurance, financial

management, compliance, and budgets.

● Specialize in successful medical outcomes

for clients with compromised

circumstances.

● Proficient in Microsoft Office, Windows,

KRONOS, EPIC (Mychart) and additional

CRM software programs.

● Consistently meet and excel in job

performance.

● Exceptional interpersonal skills; establishing

relationships with a network of medical

professionals.

● Expert knowledge base and experience in

risk management, liabilities, insurance

deductibles, financial assistance, claims,

legal and liability.

Education and Certifications

● Bachelor of Science, Liberal Arts and Sciences/Liberal Studies Rollins College (1984-1988)

● State of California Residential Care for the Elderly (Assisted Living) License (non-active)

● Numerous volunteer roles including the Alzheimer’s Association, Desert Cancer Foundation, LifeStream Blood Bank, and City of Hope

● Risk Insurance Management Society (RIMS) member

● State of California Fire Casualty License (non-active)

● State of California Fair Claims Practice Certificate Related Experience:

Healthcare Volunteer

*SHARON'S WARRIOR ANGELS *,

Desert Cancer Foundation & Life Stream Blood Bank

● Versed in assisting those living with Dementia, Cancer, Parkinson’s, AFib, and Macular Degeneration and other medical challenges.

● Coordinate medical management plan including nutrition, exercise routines and errand including transportation

● Initiate and implement purposeful activities and programs that encourage wellbeing.

● Ensure proper scheduling of leisure and recreational needs for residents.

● Expert in providing sympathetic care to all clients based on quality-of-life needs.

● Assist partners and family members in advising of patient status while ensuring dignity and safety.

● Assist in proper scheduling of doctor’s visits and insurance management to receive all applicable benefits due.

● Prepare correspondence, reports, and schedules for distribution.

● Work closely with colleagues and health professionals to maintain current standards of care.

● Expert in time management – scheduling meetings and facilitating meeting minutes.

● Ensure confidentiality of all client files.

● Order administrative supplies.

Field Sales

Automobile Club of Southern California

● Represented AAA in providing “Legendary Service” for prospective clients and members.

● Exceeded goals and obtained 100% scoring in member service survey results for sales and exemplary work.

● Excel in providing excellent customer service ensuring customer satisfaction as main priority.

● Understand and demonstrate clear program processes for lead follow up and resolution.

● Identify and isolate client and vendor needs through telephone and written correspondence.

● Excelled in agency management systems including training, claim reporting, and oversight.

● Ensure accuracy of data and timeline maintenance of ongoing maintenance renewals, home inspections, and escrow title services.

Director

Western Growers Association

● Directed all service ratings to commercial insurance sales and management.

● Maintained and increase sales presence within the Western Growers membership base.

● Provided effective oversight of commercial operation.

● Implemented multi-state commercial lines insurance programs, human resources, budget planning and financial management.

● Provided expertise in State and Federal regulations and laws including claim practices, business operations, Public Entity programs, and OSHA standards.

● Responsible for servicing and expanding book of business through distribution networks.

● Develop and maintain market relations with traditional insurance markets and alternative risk mechanisms.

● Responsible for the entire state of Arizona and California. Vice President – Risk Manager

Sun Mar Healthcare

● Successfully implemented and provided ongoing management in all aspects of Risk Management.

● Responsible for all aspects of Risk Management at 19 skilled nursing homes and two senior assisted living locations through Southern California.

● Program oversight of overall care services including Dementia and Alzheimer’s.

● Overseed implementation of California Medical Provider Network, ensuring staff training and development.

● Expertise in insurance coding, billing, and reimbursement plans.

● Provided insurance renewals for all lines of business.

● Devised long term strategic planning to ensure a profitable future.

● Provided oversight of Risk Prevention for all employees, residents, and guests.

● Expert in litigation management, worker’s compensation, and human resources.

● Strong knowledge base of professional liability, general liability, elder abuse, HIPPA, and employment practices.

● Excellent background in State and Federal laws.

● Demonstrate compliance with Code of Conduct and company policies.

● Initiate action to resolve compliance issues or suspected violations.

● Exercise strong diplomacy and due diligence in corporate and compliant programs.

● Program oversight of TPA services; implementation of California Medical Provider Network.

● Provide staff training and development.

Assistant Vice President

Lockton Insurance Brokers

● Implemented Third Party Administration services including the RFP processes of service standards, incentive programs, settlement authorization, and multi-state litigation management.

● Answer telephone calls and respond to customer and patient inquiries.

● Knowledge of all aspects of claim services with clients and vendors.

● Evaluate and recommend carriers, TPA and other vendor services at each renewal date.

● Coordinate and schedule meetings and account processes for client claim programs.

● Facilitates the resolution of claims occurring on assigned accounts by acting as a liaison between clients and insurance carriers on special circumstance claims.

● Plan and conduct in-service training to resident and staff needs.

Contact this candidate