CHERRYL WORLEY
Emeryville
Summary
Healthcare operations leader with extensive experience in hospital and clinic environments supporting patient access, insurance eligibility verification, financial responsibility communication, and regulatory compliance. Demonstrated ability to manage high-volume patient interactions while maintaining accurate documentation across multiple registration and financial systems. Strong decision-making, attention to detail, and commitment to service excellence.
Overview
18
18
years of professional experience
Work History
Call Center Supervisor
UCSF Medical Center
Emeryville, CA
08.2022 - Current
- Oversee daily operations supporting ambulatory specialty clinics in an academic medical center.
- Ensure accurate patient registration, insurance eligibility verification, and documentation within Epic and related systems.
- Support financial clearance processes by confirming coverage, benefits, and payer requirements prior to service.
- Guide staff in communicating financial responsibility and coverage limitations to patients.
- Monitor calls for quality assurance, regulatory compliance, and documentation accuracy.
- Manage escalated patient concerns involving insurance, billing, and access issues while maintaining confidentiality.
- Track productivity and quality benchmarks to meet or exceed service standards.
Guest Experience Supervisor / Call Center Operator/PBX
Golden State Warriors
San Francisco, CA
06.2018 - Current
- Manage high-volume service operations requiring discretion and professionalism.
- Oversee recruitment and service training for 200+ team members.
- Resolve escalated concerns through effective communication and problem-solving.
Front Office Supervisor
LifeLong Medical Care
Oakland, CA
03.2008 - 05.2015
- Supervised front office operations for a multi-provider clinic.
- Performed insurance eligibility verification and communicated financial responsibility expectations.
- Collected co-payments, reconciled deposits, and maintained accurate financial documentation.
- Coordinated scheduling for 25+ providers and ensured compliance with registration and consent standards.
Education
Associate of Science -
San Francisco State University
San Francisco, CASkills
- Patient Access & Financial Clearance
- Insurance Eligibility Verification
- Financial Responsibility Communication
- Medical & Insurance Terminology
- Epic & Multi-System Navigation
- Regulatory & Consent Compliance
- Data Entry & Documentation Accuracy
- Customer Service & Escalation Resolution
- Confidential Information Management
- Workflow & Process Optimization
- Call monitoring
- Customer service focus
- Scheduling proficiency
- Complaint resolution
- Problem-solving
- Teamwork and collaboration
Timeline
Call Center Supervisor
UCSF Medical Center
08.2022 - Current
Guest Experience Supervisor / Call Center Operator/PBX
Golden State Warriors
06.2018 - Current
Front Office Supervisor
LifeLong Medical Care
03.2008 - 05.2015
Associate of Science -
San Francisco State University