Customer Service Representative

Sharon Hendrickson Page * of *

SHARON D. HENDRICKSON

**** ******* **. ************, ** 46226

Home: 317-***-**** Cell: 317-***-**** Email: ********-*@*********.***

~ BUSINESS MANAGEMENT, ADMINISTRATION & OPERATIONS ~ Pending MBA with the ability to lead all aspects of management and operations, to include team building/management, core business process administration, account management and P&L via the development of solutions for enhancing competitiveness, spearheading growth, and achieving bottom- line growth. Adept in igniting team performance, driving sales and marketing initiatives, and maximizing revenue via high-impact sales programs, strategic cost reductions, internal controls and leading teams to new levels of success. Experienced in improving sales/business success via achievements in operations, bolstering productivity and performance, and growing business model.

• Operations Management

• Service Management

• Productivity Enhancement

• Strategic Business Planning

• Sales & Marketing Strategy

• Organizational Optimization

• Contracts & Negotiations

• Forecasting & Best Practices

• Revenue & Profit Growth

• New Business Development

• Team Building/ Management

• Performance Management

EDUCATION

MASTER OF BUSINESS ADMINISTRATION (expected 5/2021) Marketing Management

Business Decision-Making

Global Management

Organizational Change

Financial Reporting/Analysis

Managerial Accounting

Applied Managerial Finance

Economic Analysis for Managers

Business Strategy & Policy

BACHELOR OF SCIENCE ~ BUSINESS INFORMATION TECHNOLOGY (2003) Indiana Wesleyan University

PROFESSIONAL EXPERIENCE

St. Vincent Hospital & Healthcare Indianapolis, IN 1998 - Present CUSTOMER SERVICE REPRESENTATIVE/FOLLOW-UP REPRESENTATIVE R1 (7/2017-Present) FOLLOW-UP REPRESENTATIVE (2009-2017)

Initiate all aspects of customer/patient services regarding billings, homecare equipment education and user information, while following up with insurance companies to review and address aging balances to determine accounts requiring action and collect on delinquent payments due. Initiate phone calls, draft letters/appeals and implement actions to move accounts forward in the follow up and payment cycle in accordance with department policies and procedures.

• Assess payments and adjustments for accuracy and timeliness; review/correct transactions as necessary, while reporting and documenting any on-going issues to management.

• Investigate under/over payments and take appropriate actions to resolve the account in accordance with departmental procedures; transfer balances as appropriate.

• Engage with patients via phone to review and verify billings, identify any discrepancies or adjustments needed, and follow-up with departments to make corrections as needed to the claim.

• Handle and address all incoming calls regarding customer service questions, concerns and problems. customer service inquiries and problems.

• Provide orientations and education for various types of equipment to customers, as well as assist in providing instructions regarding patient-owned repairs.

• Ensure claims meet payer requirements, resolve claim and billing errors, and submit/resubmit claims.

• Consistently meet/exceed all productivity and quality standards set by the department. MEDICARE SECONDARY BILLER/FOLLOW-UP REPRESENTATIVE (2002-2009) Led the review and billing of all claims secondary to Medicare and followed up with insurance companies to ensure correct payments are made and received regarding claims. Prepared insurance claims for submission to third party payers, reviewed claims for accuracy including proper diagnosis and procedure codes, reviewed claim rejections and proactively communicated with payers to resolve all billing issues.

• Prepared and reviewed routine billing reports, recommended process improvements based on findings and responded to complex telephone and written inquiries from patients and/or third-party payers. Sharon Hendrickson Page 2 of 2

• Tracked billing data, processed charges and paperwork, reconciled accounts, submitted billings and researched denials and payments for payers.

• Performed adjustments to accounts, reviewed payments for accuracy, corresponded with payers and internal departments to correct/modify payments received, and identify any potential issues through review of reports.

UNIT REPRESENTATIVE (1998-2002)

Performed all aspects of daily administrative and general clerical support duties, to include answering phones, maintaining patient charts, relaying information to nursing staff, greeting patients and family members and taking physician orders. Handled all filing functions, placed transfer requests and ensured any items or equipment on the unit were sent for repair.

• Provided information by answering questions, requests and concerns; established patient record by preparing folders, assigning patient numbers and completing patient identification information.

• Documented patient care services by copying nursing and physician notes to patient and department records.

• Maintained unit operations by following policies and procedures, while ensuring patient confidence and protecting hospital operations by keeping information confidential.

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