Amy Shoults

• Provides strategic leadership across multiple operational departments, overseeing 60+ employees.
• Directs workforce planning, staffing schedules, performance management, and employee development.
• Reviews operational metrics and leads process improvements that improve efficiency, productivity, and service quality.
• Oversees departmental budgets and labor resources in support of organizational goals.
• Works with executive leadership to strengthen operational performance through data-driven decision-making.
• Promotes accountability, teamwork, safety, and continuous improvement across teams.
• Leads recruitment, hiring, and staff training efforts.
• Designs and rolls out onboarding and training processes.

• Supported daily operations across multiple departments in high-volume environment.

• Helped standardize onboarding and training processes to improve employee readiness and consistency.

• Assisted leadership with scheduling, workflow coordination, staffing support, and operational planning.

• Made process improvements that increased efficiency and streamlined daily operations.

• Resolved operational issues while maintaining strong customer service.

• Led a 24-person team across four specialties, ensuring effective routine operations.
• Strengthened daily operations by aligning processes with patient needs through feedback analysis.
• Initiated training sessions for Patient Access Representatives to enhance skill development.
• Conducted interviews and hired clinical and administrative staff to build a competent workforce.
• Developed performance improvement plans for underperforming staff members, fostering professional growth.

• Delegated tasks to each member of staff and oversaw task completion.
• Interacted with patients, asked appropriate questions and listened carefully to deliver high level of care.
• Demonstrated self-reliance by meeting and exceeding workflow needs.
• Communicated exceptional both written and verbal with all members of the team and with patients.
• Managed multiple phone lines and directed calls appropriately.
• Managed employee conflicts in a timely and professional manner to resolve issues quickly.
• Created, maintained and adjusted provider schedules.

• Applied knowledge of payer requirements, utilizing on-line eligibility systems to verify patient coverage and policy limitations.
• Verified demographics and insurance information to register patients in computer system.
• Documented and managed patient information using Allscripts and Athena.
• Applied HIPAA Privacy and Security Regulations while handling patient information.
• Organized and maintained records by updating and obtaining both personal and financial information from patients.
• Coordinated between patients and healthcare professionals to meet patient needs.
• Utilized customer service skills and detailed system knowledge to support hospital and clinic operations.
• Scheduled patient appointment and procedures.
• Checked daily doctor schedules and verified insurance.
• Educated patients and families on treatments, procedures, continuing care and community resources.
• Obtained necessary signatures for privacy laws and consent for treatment.
• Obtained prior authorizations for visits, procedures and diagnostic testing.