Sylvia Tims-West
Chambersburg
Summary
Dynamic healthcare professional with extensive experience at Lancesoft, Inc/Accenture, excelling in healthcare compliance and conflict resolution. Proven ability to enhance patient care through effective communication and team collaboration. Skilled in medical claims processing, consistently delivering exceptional service while managing high call volumes and ensuring regulatory adherence.
Overview
24
24
years of professional experience
Work History
Healthcare Enrollment
Lancesoft, Inc/Accenture
Chambersburg
10.2023 - Current
- Facilitated patient inquiries and navigated healthcare services effectively.
- Ensured compliance with regulatory standards in healthcare delivery systems.
- Collaborated with multidisciplinary teams to enhance comprehensive patient care.
- Managed project documentation while adhering to company standards.
- Educated patients on service offerings and clarified healthcare processes.
- Resolved disputes between customers and vendors with clear explanations of terms.
- Collected payments accurately and entered them into the billing system.
- Handled high volume of incoming calls, providing exceptional customer service.
Customer Service Representative
Aerotek / Navy Federal
Hagerstown
07.2021 - 09.2021
- Assisted customers with inquiries and service requests to ensure efficient resolution.
- Managed high call volumes while maintaining professionalism and composure.
- Documented customer interactions accurately for comprehensive record-keeping.
- Collaborated with team members to streamline processes and enhance service delivery.
- Educated customers on new services to support informed decision-making.
- Resolved complex issues by coordinating with other departments for effective solutions.
- Engaged customers in conversations to understand needs and address product inquiries.
- Prepared CRM reports to identify improvement opportunities in customer service.
Healthcare CSR
Fiserv
Hagerstown
06.2020 - 03.2021
- Streamlined customer support processes through effective team collaboration.
- Educated patients on service offerings and healthcare procedures.
- Assisted patients with inquiries regarding insurance and billing procedures.
- Verified patient demographics and insurance information for accurate registration.
- Processed medical claims paperwork, including authorizations and referrals.
- Developed strategies to enhance customer experience while ensuring compliance.
- Compiled reports on patient visits for management assessment.
- Participated in meetings with internal teams and external vendors to discuss service initiatives.
Administration Assistant
H & R Block Tax Services
Shippensburg
10.2019 - 03.2020
- Assisted clients with tax preparation and documentation requirements.
- Organized and maintained client files for efficient access and retrieval.
- Scheduled appointments for clients with tax professionals to enhance service delivery.
- Processed client information using H & R Block's software systems accurately.
- Clarified tax-related questions through effective communication with clients.
- Supported team members by preparing materials for tax consultations and meetings.
- Monitored office supplies and ordered items to ensure consistent availability.
- Maintained compliance with company policies during documentation handling and interactions.
Census Field Supervisor
US Census Bureau Headquarters
Harrisburg
06.2019 - 09.2019
- Supervised census data collection operations across designated geographic areas.
- Coordinated training sessions for field staff on effective data gathering techniques.
- Managed schedules and assignments for census field representatives to optimize productivity.
- Reviewed and validated collected data for accuracy and compliance with protocols.
- Conducted regular performance evaluations of census field representatives to ensure high standards.
- Facilitated communication between local supervisors and headquarters to streamline operations.
- Analyzed survey results to identify trends impacting census operations.
- Provided technical assistance to enumerators on complex cases during data collection.
Security Systems Operator
Dynamark Monitoring
Hagerstown
11.2015 - 08.2017
- Monitored security systems for anomalies and reported incidents promptly.
- Operated surveillance equipment to ensure continuous coverage.
- Maintained daily logs of incidents and system performance.
- Collaborated with team members to evaluate security protocols.
- Responded swiftly to alarms, implementing necessary safety measures.
- Trained personnel on proper usage of security system components.
- Coordinated with local law enforcement regarding suspicious activities.
- Conducted regular tests of alarm systems to verify operational readiness.
Customer Service Representative
Randstad / First Data
Hagerstown
06.2012 - 08.2013
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Assisted customers with account inquiries, product selection, ordering, billing, and returns.
- Maintained detailed records of customer interactions for future reference and service improvement.
- Promoted high customer satisfaction by delivering knowledgeable and friendly service.
- Developed strong relationships with customers to encourage repeat business and loyalty.
- Tracked orders from initiation to delivery to ensure timely fulfillment of services.
- Updated databases with new customer information and modifications as needed.
- Gathered customer feedback through surveys to inform service enhancements.
Customer Service Representative
Ultimate Staffing / Encore Marketing
Frederick
05.2011 - 02.2012
- Resolved customer complaints through effective communication and problem-solving techniques.
- Assisted customers with account inquiries and service requests efficiently.
- Managed high call volumes while maintaining professionalism.
- Documented customer interactions accurately for internal record-keeping.
- Promoted high customer satisfaction by delivering knowledgeable, friendly service.
- Developed strong relationships with customers to encourage repeat business.
- Gathered customer feedback through surveys to enhance overall service quality.
Supervisor/Daycare Teacher
Mrs. D Sunshine Daycare
Oxon Hill
05.2004 - 12.2009
- Supervised daily activities for children, ensuring safety during playtime and indoor activities.
- Coordinated staff schedules to guarantee adequate coverage across all shifts.
- Maintained safe and clean learning environments for children and staff.
- Assisted in developing educational programs to enhance child development.
- Communicated regularly with parents regarding children's progress and daily activities.
- Trained new staff on daycare policies and procedures to ensure compliance.
- Managed supplies and materials effectively to support classroom activities.
- Conducted weekly team meetings to discuss tasks, project deadlines, and performance.
Human Resources Consultant
Maximus / Contemporary Staffing
Philadelphia
03.2001 - 07.2003
- Developed and implemented customized human resource solutions for clients.
- Collaborated with clients to identify human resource needs and devise effective strategies.
- Conducted interviews and assessments to enhance talent acquisition processes.
- Maintained comprehensive notes on revisions for future reference.
- Reviewed and edited documents to ensure grammatical accuracy and clarity.
- Performed quality control checks on all proofs before final release.
- Communicated feedback effectively to elevate document quality.
- Assisted in creating style guides for diverse publications.
Education
MBA - Business Administration And Management
Northcentral University
San Diego, CA03-2018
BBA - Business Administration
Everest College
Phoenix, AZ08-2015
Skills
- Healthcare compliance
- Medical claims processing
- Project documentation
- Conflict resolution
- Team collaboration
- Effective communication
- Problem solving
- Time management
- Training development
- Analytical thinking
- Decision-making
- Calm under pressure
- Problem resolution
- Team building
- Microsoft Word
- Organizational skills
- Research
- Teamwork and collaboration
- Training & Development
- Problem-solving
- Task prioritization
- Multitasking Abilities
References
References available upon request.
Timeline
Healthcare Enrollment
Lancesoft, Inc/Accenture
10.2023 - Current
Customer Service Representative
Aerotek / Navy Federal
07.2021 - 09.2021
Healthcare CSR
Fiserv
06.2020 - 03.2021
Administration Assistant
H & R Block Tax Services
10.2019 - 03.2020
Census Field Supervisor
US Census Bureau Headquarters
06.2019 - 09.2019
Security Systems Operator
Dynamark Monitoring
11.2015 - 08.2017
Customer Service Representative
Randstad / First Data
06.2012 - 08.2013
Customer Service Representative
Ultimate Staffing / Encore Marketing
05.2011 - 02.2012
Supervisor/Daycare Teacher
Mrs. D Sunshine Daycare
05.2004 - 12.2009
Human Resources Consultant
Maximus / Contemporary Staffing
03.2001 - 07.2003
MBA - Business Administration And Management
Northcentral University
BBA - Business Administration
Everest College
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