Case Management Front Office

SHARON BRISCOE

Forney, TX *****-**** 504-***-**** **********@*****.***

SUMMARY

Dynamic professional with extensive experience at Baylor Scott & White Health, excelling in case management and client registration. Proven ability to enhance team performance and resolve complex complaints, ensuring exceptional customer satisfaction. Skilled in technical troubleshooting and active listening, driving effective healthcare coordination and fostering strong client relationships. SKILLS

Case management

Client registration

Healthcare coordination

Technical troubleshooting

Financial clearance

Customer relationship

management

Team performance optimization

Complaint resolution

Active listening

Communication skills

Professionalism

Strong communication

EXPERIENCE

02/2023 - 04/2025 Member Navigator

Baylor Scott & White Health - Dallas, Texas

Identified client needs through active listening to deliver tailored solutions. Collaborated with social workers, case managers, and medical staff to coordinate comprehensive client care.

Participated in team meetings to analyze complex cases and refine treatment plans.

Served as front-line support for inquiries regarding products and services. Registered new patients and scheduled healthcare appointments promptly.

Provided financial clearance and resolved complaints to improve service delivery.

Troubleshot technical issues, ensuring prompt resolutions for clients. 02/2020 - 02/2023 Contact Center Supervisor

Baylor Scott & White Health - Dallas, Texas

Assigned tasks according to individual strengths in order to optimize team performance.

Created reports detailing daily activities for management review purposes.

Participated in recruitment efforts by interviewing potential candidates for open positions.

Provided excellent customer service to ensure customer satisfaction and loyalty.

Analyzed call center data to identify areas of improvement in service delivery and productivity.

Investigated customer complaints and implemented corrective actions when necessary.

Maintained a high level of professionalism among team members while providing guidance on how to handle challenging customer interactions. 08/2018 - 02/2020 Contact Center Representative

Baylor Scott & White Health - Dallas, Texas

Resolved common inquiries with efficiency, enhancing technical assistance delivery.

Facilitated patient registration and ensured precision in scheduling medical appointments.

Administered financial clearances while professionally addressing customer complaints.

Troubleshot operational issues swiftly, providing comprehensive information on institutional services.

Established support lines for COVID-19 testing and vaccination initiatives. Leveraged Microsoft Office Suite and Salesforce to optimize workflow efficiency.

Developed new processes to enhance handling of customer inquiries effectively.

05/2018 - 07/2018 Front Office Supervisor

Marriott International, Inc. - Plano, Texas

Adhered to safety regulations at all times while on duty in the lobby area or elsewhere in the hotel premises.

Maintained accurate records of all guests' bookings and payments. Resolved customer complaints in a timely manner.

Conducted regular meetings with front office staff members to discuss any issues they may have encountered during their shift hours or when dealing with guests directly at check-in and check-out counters . Collaborated with marketing teams on campaigns that would increase foot traffic in the lobby area as well as throughout the entire hotel property itself.

01/2016 - 04/2018 Front Office Supervisor

Marroitt International - New Orleans, Louisiana

Adhered to safety regulations at all times while on duty in the lobby area or elsewhere in the hotel premises.

Maintained accurate records of all guests' bookings and payments. Ensured proper customer service standards were met. Assessed daily operational needs of the front desk team including staffing requirements, supplies ordering, maintenance requests, thus ensuring smooth running of all processes involved .

Resolved conflicts between guests and and or employees in a timely fashion without compromising overall customer satisfaction ratings . Supervised front office staff, including hiring and training new employees. EDUCATION AND TRAINING

09/2023 Associate of Applied Science: Business Administration And Management Spelman College - Atlanta, GA

05/2017 Associate of Arts: Business Administration Delgado Community College - New Orleans, LA

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