SHARON MCCOSBY
New Castle
Summary
Career dedicated to providing professional customer service and maintaining a positive, amiable work environment. Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in Athena and Epic EHR
Overview
29
29
years of professional experience
Work History
Patient Service Representative
UPMC
07.2023 - Current
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Handled customer service inquiries in person, via telephone and through email.
Licensed Customer Service Representative
Liberty Mutual Insurance
01.2017 - 07.2020
- Provide excellent customer service by responding promptly to all inbound customer calls regarding personal lines policies
- Build rapport with each customer by listening to customers' requests and inquiries
- Work to retain policyholders who inquire about canceling through open listening, policy review of customer issues, and escalation to the appropriate team, if necessary
- Process policyholder transactions accurately and within Customer Response Center established time standards
- Interpret policy contracts to insured based on knowledge of Personal Insurance auto products
- Identify, understand, and interpret the customer needs to implement resolutions and make recommendations for coverage enhancements
- Understand all aspects of billing systems as it pertains to policy coverage
- Utilize on-line reference materials to provide confident, accurate, and efficient information
- Complete continuing education requirements.
Shift Manager
Aldi
06.1999 - 01.2017
- Face to face customer service and satisfaction
- Money management of personal sales and associates'
- Supervising associates to ensure stocked and safe sales floor
- Accountable ordering to maintain adequate product availability for customers
- Adjusting staff schedules to conform to employer's expectations of sales and productivity goals.
Assistant to Plant Manager
Bryan China Company
07.1995 - 06.1999
- Hired after successful transition from JJ Spears Employment Agency
- Began as front office, customer service phone representative and billing secretary
- Promoted to Assistant Plant Manager
- Reviewed applications and hired production staff as needed
- Maintained stock levels of all components needed to fulfill purchase orders from customers for china production
- Ordered all cleaning supplies for plant maintenance
- Scheduled truck transportation of completed orders, guaranteeing customers received their orders in a timely fashion.
Front Office Assistant
Optum United Healthgroup
New Castle, PA
07.2020 - 07.2023
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Reviewed and updated customer information in database for accuracy.
- Increased client retention by providing exceptional service while managing check-in and check-out processes.
- Completed patient check-in processes by verifying insurance and submitting forms to nursing team.
Education
High School Diploma -
New Castle Senior High School
New Castle, PA01.1984
Skills
- Exceptional Customer Service
- Attentive Listener
- Reliable and Motivated
- Passionate for Positive Communication
- Detail Oriented
- Excellent Time Management
- Medical terminology knowledge
- HIPAA Compliance
- Insurance Verification
Timeline
Patient Service Representative
UPMC
07.2023 - Current
Front Office Assistant
Optum United Healthgroup
07.2020 - 07.2023
Licensed Customer Service Representative
Liberty Mutual Insurance
01.2017 - 07.2020
Shift Manager
Aldi
06.1999 - 01.2017
Assistant to Plant Manager
Bryan China Company
07.1995 - 06.1999
High School Diploma -
New Castle Senior High School
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