Sharon Heckstall
Cary
Summary
Detail-oriented professional with extensive experience in customer service and patient accounting. Known for excellent communication and teamwork skills, consistently driving improvements in patient satisfaction and operational efficiency.
I am certified in CPR ,AED, and First Aid for the state of NC and Virginia. I am also a certified BLS Instructor for healthcare providers thru the American Heart Association.
Volunteer Work
_____________________
Volunteer for Duke Heart Center
Abundant Hope Christian Church
NO One Walks Alone Ministry
Overview
37
37
years of professional experience
Work History
BLS/ CPR/AED & First Aid Instructor
CPR Consultants Inc
Raleigh, NC
06.2016 - Current
- Developed and delivered first aid training programs for diverse audiences.
- Evaluated participant performance and provided constructive feedback to enhance skills.
- Created comprehensive instructional materials to support effective learning outcomes.
- Facilitated hands-on practice sessions to reinforce critical first aid techniques.
- Collaborated with healthcare professionals to integrate current medical guidelines into training content.
- Taught basic first aid principles and techniques for adults and children following ABCs of first aid and treatment techniques for burns, bleeding and fractures.
- Trains and certifies healthcare providers in BLS,CPR,AED and First Aid
Patient Accounting Specialist
REVCO Solutions, Inc
Durham, NC
05.2022 - 01.2026
- Processed patient accounts to ensure accurate billing and timely payments.
- Resolved discrepancies in patient records through detailed investigation and communication with healthcare providers.
- Facilitated incoming and outgoing telephone communications for two major hospitals (Duke, Meritus).
- Accurately entered detailed customer information obtained during conversations into a billing system.
- Engaged customers to negotiate resolutions for outstanding balances.
- Collaborated with customers to re-instated payments on existing schedules od established payment plans and created a new payment based on their financial situations and client guidelines.
- Followed FDCPA,FCRA,FACTA, Regulation E, HIPAA, TCPA and other applicable Federal,State, and local laws as well as company policies and procedures.
- Exhibit exceptional productivity in a remote setting.
- Met and sometimes surpassed monthly performance goals and expectations.
Customer Service Manager
KIghts Medical Corp
Raleigh, NC
05.2017 - 04.2022
- Led customer service team to enhance satisfaction and retention rates.
- Developed training programs to improve staff performance and service quality.
- Implemented process improvements that streamlined operations and reduced response times.
- Analyzed customer feedback to identify trends and drive service enhancements.
- Supervised a team 10 employees,overseeing work schedules and evaluating patient accounts for refunds approvals.
- Addressed escalated patient concerns promptly and professionally.
- Resolved billing discrepancies effectively.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
Home Health Caregiver
Private Residence
Raleigh, NC
08.2015 - 04.2017
- Provided personalized care and support to enhance daily living activities for clients.
- Assisted clients with medication management, ensuring adherence to prescribed schedules.
- Monitored and documented clients' health status, reporting changes to healthcare professionals.
- Developed and implemented individualized care plans in collaboration with families and medical teams.
- Provided wheelchair transportation from bed to chair, to van for transporting to doctors appts, and transitional support .
- Fostered positive relationships with clients, promoting emotional well-being and companionship.
- Trained new caregivers on best practices and safety protocols to ensure quality care delivery.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Performed light housekeeping duties to maintain a clean, safe, and organized living space for patients.
- Ensured timely transportation of patients to appointments or social engagements, enhancing their ability to maintain an active lifestyle outside the home setting.
- Developed strong relationships with patients and families through open communication channels and empathetic listening skills.
- Demonstrated adaptability when faced with unexpected situations or emergencies by implementing appropriate interventions quickly and efficiently.
- Coordinated meal planning based on dietary requirements and preferences, contributing to optimal nutritional intake for each patient.
- Assisted disabled clients to support independence and well-being.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
Administrative Assistant to the Executive Director
IBM, Global Business Services
RTP NC
12.2005 - 03.2013
- Coordinated executive schedules, ensuring timely meetings and efficient time management.
- Managed communication between the Executive Director and internal/external stakeholders, fostering collaborative relationships.
- Streamlined document preparation processes, enhancing accuracy and reducing turnaround time for reports.
- Organized logistics for high-level meetings and events, creating detailed agendas and materials for participants.
- Provided executive administrative support for vice president,directors,engineers,line teams as well as outside clients seeking to do business with the company.
- Coordinated and scheduled meetings and conferences to include meeting rooms assignments,airline and hotel reservations,itinerary planning and appointment scheduling,also preparations and processing of complex travel expense reports.
Coding Supervisor
Center for Disease Control
Research Triangle Park,NC
05.2001 - 12.2005
- Supervised coding team to ensure compliance with health data standards.
- Developed and implemented coding protocols to enhance data accuracy and integrity.
- Trained staff on coding best practices and CDC guidelines, improving overall team performance.
- Collaborated with cross-functional teams to streamline coding processes and reduce errors.
- Staff development responsibilities performances reviews;tracked staff development for periodic reports and facility departmental clearances to ensure compliance; trained and monitored the development of new employees.
- Transferred data entries from microfilm to a web-based in house application.
- Conducted regular audits on coded data to identify discrepancies and implement corrective actions.
- Increased efficiency within the department by delegating tasks strategically based on coder expertise and workload capacity.
- Facilitated communication among coding staff through regular team meetings, fostering an environment of collaboration and knowledge sharing.
- Served as a liaison between the coding department and other hospital departments, addressing any concerns or discrepancies related to medical coding or reimbursement matters.
Medical Coder
Duke University Health Systems
Durham, NC
01.1989 - 05.2001
- Analyzed medical records to ensure accurate coding and compliance with industry standards.
- Collaborated with healthcare providers to clarify documentation and improve coding accuracy.
- Mentored junior coders on best practices and updates in coding regulations.
- Reviewed coding discrepancies, implementing corrective actions to enhance operational efficiency.
- Analyzed financial records to code corporate ICD( and CPT for billing insurance.
- Responsible for accuracy of data entry into TES(Transaction Editing System)
- Utilized advanced knowledge of IDX,DHIS,RIS,and other billing systems to resolve billing issues.
Education
Bachelor of Arts - Public Administration
North Carolina Central University
Durham, NC05-1988
Skills
- Emergency management
- Injury prevention
- Disaster response
- Respiratory emergencies
- Adult education
- Child safety
- Cardiac emergencies
- Burn treatment
- Poison control
- Safety protocols
- Classroom instruction
- Oxygen administration
- Airway management
- CPR and AED
- Anatomy and physiology
- First aid and CPR
- Video presentations
- Medical terminology
- Quality assurance
- Small group instruction
- Completing physical assessments
- Clinical supervision
- Teamwork and collaboration
- Problem-solving
- Time management
- Disease prevention strategies
- Attention to detail
- Problem-solving abilities
- Multitasking
- Excellent communication
- Reliability
- Organizational skills
Timeline
Patient Accounting Specialist
REVCO Solutions, Inc
05.2022 - 01.2026
Customer Service Manager
KIghts Medical Corp
05.2017 - 04.2022
BLS/ CPR/AED & First Aid Instructor
CPR Consultants Inc
06.2016 - Current
Home Health Caregiver
Private Residence
08.2015 - 04.2017
Administrative Assistant to the Executive Director
IBM, Global Business Services
12.2005 - 03.2013
Coding Supervisor
Center for Disease Control
05.2001 - 12.2005
Medical Coder
Duke University Health Systems
01.1989 - 05.2001
Bachelor of Arts - Public Administration
North Carolina Central University