SABRINA BORRERO
Knightdale
Summary
Experienced healthcare professional with 10+ years of progressive responsibilities in patient services, provider relations, and process improvement. Demonstrated strengths in mentoring staff, leading training sessions, and supporting department-wide initiatives to enhance service quality and operational performance.
Overview
11
11
years of professional experience
Work History
PR Triage Specialist
Carolina Complete Health Network
06.2025 - Current
- Served as the primary contact for Medicaid and Tailored Plan healthcare providers regarding operational and administrative questions or issues.
- Served as a liaison between the provider, the PHP, and others.
- Investigate, resolve, and communicate provider questions, issues, and/or changes.
- Educate providers on the CCH, and Tailored Plan processes and operations.
- Assisted with team chat moderation to support effective collaboration.
- Contributed to the onboarding process by leading and supporting new-hire shadowing sessions to ensure a smooth transition into team workflows.
- Demonstrated strong multitasking abilities by coordinating various stretch assignments and special projects, such as provider callbacks, claims support, and inquiry routing, ensuring all tasks were handled efficiently and within deadlines.
- Protect confidential and sensitive business information, complying with Centene in NC, the firewall system, HIPAA, and CCHN partners.
- Designed and led a system-training presentation to enhance team proficiency, standardize workflows, and improve operational accuracy.
- Assist in updating and maintaining the Provider CRM and contract database.
Provider/Member Advocate
Centene
12.2023 - 05.2025
- Answered 100(avg.) calls per day exceeding metrics.
- Provided prompt support with a professional, friendly, and patient attitude.
- Proactively memorized over 55 company products and services.
- Completed provider/customer insight reports and input over 12,000 units of sensitive data.
- Received a 5-star customer satisfaction rating through voice, chat, and email communications.
- Maintained unwavering confidentiality of protected health information (PHI) to uphold rigorous compliance with HIPAA regulations.
Technical Support Tier 3
Asurion
08.2020 - 12.2023
- Answered 150(avg.) calls per day exceeding individual daily quota.
- Utilized CRM software to document customer interactions, issues, and resolutions accurately.
- Collaborated with other departments to expedite resolutions and enhance the overall customer experience.
- Resolved escalated customer issues promptly, ensuring a swift resolution and customer satisfaction.
Patient Service Representative
Pfizer
12.2017 - 08.2020
- Verified and meticulously updated patient, physician, and insurance records to ensure precision in billing processes.
- Secured proper authorization and verified identification before releasing confidential medical records, adhering to stringent privacy protocols.
- Maintained unwavering confidentiality of protected health information (PHI) to uphold rigorous compliance with HIPAA regulations.
Patient Service Advocate
FastMed Urgent Care
07.2014 - 12.2017
- Cordially greeting patients upon arrival and promptly managing incoming calls, expertly assessing caller needs to provide optimal resolutions.
- Facilitating patient registration with meticulous insurance verification and ensuring adherence to procedural guidelines.
- Implementing a structured patient queuing system to inform patients and families of wait times, optimizing efficiency during visits.
- Coordinating the collection of valuable patient feedback to improve service delivery.
- Maintaining meticulous records of charges, payments, and daily deposits, ensuring accuracy to support seamless patient billing and financial reconciliation processes.
Education
Associate Degreen in Business Analytics - Business
Wake Technical Community College
Raleigh, NC06-2027
Skills
- Excellent communication skills, enthusiasm, and the ability to engage with an audience
- Ability to handle multiple tasks at a time in a fast-paced environment
- Knowledge of healthcare, managed care, Marketplace, Medicare or Medicaid insurance
- Willingness to dig in and problem solve, then put a plan into action
- Current state drivers license
Timeline
PR Triage Specialist
Carolina Complete Health Network
06.2025 - Current
Provider/Member Advocate
Centene
12.2023 - 05.2025
Technical Support Tier 3
Asurion
08.2020 - 12.2023
Patient Service Representative
Pfizer
12.2017 - 08.2020
Patient Service Advocate
FastMed Urgent Care
07.2014 - 12.2017
Associate Degreen in Business Analytics - Business
Wake Technical Community College