Ashley Sheppard
Carle Hospital
NORMAL,IL
1
Certification
10
years of professional experience
Dynamic healthcare professional with extensive experience in patient care and clinical procedures, dedicated to enhancing patient experiences and operational efficiency. Proficient in phlebotomy and EKG techniques, with a solid understanding of medical terminology and clinical protocols that ensure seamless coordination within medical settings. Recognized for adaptability and collaboration in fast-paced environments, consistently focused on achieving optimal patient outcomes while supporting healthcare teams. Detail-oriented with strong problem-solving abilities and excellent communication skills, committed to advancing organizational objectives through proactive engagement and a positive attitude, while adept at managing authorization processes and navigating complex healthcare systems to secure treatment approvals.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking a proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Experienced with patient care and clinical procedures, delivering essential support in medical settings. Utilizes phlebotomy and EKG skills to enhance patient experience and efficiency. Strong understanding of medical terminology and healthcare protocols, ensuring high standards of care and compliance.
Certified Clinical Medical Assistant with strong clinical skills and commitment to patient care. Prepared to support healthcare teams with diagnostic procedures, phlebotomy, and patient assessments. Known for collaboration and adaptability in fast-paced environments. Reliable with focus on achieving optimal patient outcomes and enhancing team efficiency.
Work History
Certified Clinical Medical Assistant
1 Year 2 Months- Performed vital sign monitoring and medication administration responsibilities to maintain patient safety and adherence to established care procedures.
- Coordinated examination support workflow activities for healthcare providers, enhancing patient experience and facilitating efficient care delivery.
- Oversaw appointment scheduling processes and organized follow-up communications to enhance patient flow outcomes.
- Supervised electronic health record maintenance, ensuring regulatory adherence and accuracy of clinical documentation.
- Maintained cleanliness of exam rooms to promote patient safety and comfort during visits., restocked medical supplies, and arranged medical equipment to maintain organized, compliant clinical setups.
- Maintained proficiency in electronic health records software to ensure accurate documentation for provider-to-provider patient handoffs.
- Managed communications with pharmacies for prescription order intake and refill processing, streamlining medication management.
- Captured detailed medical histories and physical examination findings within patient records to support physicians' care decisions.
- Coordinated escorting patients to exam rooms, answered patient inquiries, and completed pre-examination preparation for physician assessments.
- Ensured cleanliness and comfort across treatment areas through organized, well-maintained care spaces.
- Applied HIPAA guidelines to protect patient information confidentiality during documentation and all related communications.
- Handled phone communications and processed billing inquiries while supporting clinical duties.
- Prepared and administered medications to alleviate patient symptoms.
- Promoted a safe work environment by complying with infection control policies and procedures, including proper hand hygiene practices.
- Collected comprehensive client medical history to provide healthcare providers with essential information for treatment., medication information, symptoms, and allergies.
- Handled telephone inquiries to assist patients and ensure efficient communication within the office. to offer office information, answer questions, and direct calls to staff.
- Processed orders and coordinated prior authorization requests to ensure approvals before order completion.
- Assisted healthcare providers with examinations, enhancing patient experience and workflow efficiency.
- Recognized potential emergencies, acting swiftly to notify appropriate personnel and initiate necessary protocols for patient safety.
- Managed inventory levels for medical supplies, ensuring appropriate stock was available for seamless clinic operations.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
- Assisted healthcare providers with examinations and procedures, ensuring patient comfort and safety.
- Administered patient vital signs and medical histories to support efficient clinical workflows.
Medical Assistant
8 Months- Prepared patients for examinations; collected vital signs and performed basic intake procedures to enable accurate physician assessment and care.
- Compiled client medical history and organized medication information with symptom descriptions and allergy details to enhance record accuracy.
- Coordinated assistance for patient examinations and procedures alongside healthcare providers to ensure seamless day-to-day operations.
- Maintained supply inventory to prevent shortages and support continuous patient care. Managed reorder coordination to sustain continuous supply readiness.
- Refilled stock of medical supplies to maintain readiness for examinations and procedures, organized exam rooms, and positioned medical equipment to support timely exam room setup.
- Managed workflow of medical documents to ensure accurate organization and efficient retrieval., ensuring accurate filing, document organization, and record scanning for secure, efficient retrieval.
- Communicated clearly and effectively to strengthen patient trust while reinforcing clinic standards for quality care.
- Applied infection control protocols and verified correct segregation and disposal of biohazardous waste to support safe clean clinical operations.
- Tracked medical supply stock levels Managed reorder coordination to sustain continuous supply readiness.
- Processed and updated patient records using electronic health record (EHR) systems to maintain documentation accuracy and streamline retrieval.
- Maintained patient records in electronic health record (EHR) systems, ensuring correct entry and timely access for documentation and retrieval.
- Managed patient records using electronic health record (EHR) systems for accurate documentation and retrieval.
- Coordinated with healthcare team process-mapping efforts to identify improvement opportunities, streamline workflows, and enhance patient care delivery.
- Assisted healthcare providers with patient examinations and procedures, ensuring smooth workflow in clinical settings.
- Recorded patient histories and vital signs accurately, contributing to effective patient care and treatment plans.
PSR and Prior Authorization Specialist
1 Year 1 Month- Coordinated end-to-end submission-ready documentation gathering across healthcare providers to sustain approval turnaround timelines.
- Compiled and validated physician-provided clinical information for prior authorization documentation to support timely approvals.
- Secured insurance authorizations by verifying medical necessity through detailed documentation and precise, timely communication with insurance providers.
- Communicated with insurance carriers to obtain prior authorization for testing and procedures, while maintaining approval timelines for efficient workflow.
- Prepared and organized medical-necessity documentation for insurance authorization and managed clear, compliant communication with insurance companies to achieve a high authorization success rate.
- Evaluated medical records and documentation for completeness and compliance to determine authorization request outcomes.
- Collaborated with healthcare providers to gather necessary documentation for authorization processes.
- Coordinated documentation with healthcare providers to facilitate on-schedule authorization processing.
- Partnered with healthcare providers to obtain documentation needed for authorization submission and review.
- Partnered with healthcare providers to obtain documentation needed for authorization submission and review.
- Evaluated prior authorization requests to ensure compliance with insurance policies.
- Reached out to insurance carriers to obtain prior authorization for testing and procedures.
- Processed prior authorization requests efficiently, ensuring compliance with regulatory guidelines.
- Reviewed clinical documentation to determine medical necessity for requested services.
Senior Customer Service Representative
3 Years 4 Months- Led team in resolving complex customer inquiries and escalations, enhancing overall customer satisfaction.
- Coordinated team workflows for complex customer inquiries and escalations, ensuring consistent resolution and improved customer satisfaction.
- Investigated customer service issues, applied relevant company processes and policies, and ensured prompt status updates for customers.
- Identified unresolved issues and escalated to supervisors to prioritize timely closure.
- Developed sustained expertise in medical benefits and service information to answer customer questions with knowledgeable, well-informed guidance.
- Coordinated team workflows for complex customer inquiries and escalations, ensuring consistent resolutions and enhanced customer satisfaction.
- Maintained adherence to daily schedule governing phone time allocation.
- Developed training materials for new hires, improving onboarding efficiency and knowledge retention.
- Developed training materials for new hires to streamline onboarding and reinforce knowledge retention.
- Mentored junior representatives, enhancing team performance and customer satisfaction.
- Resolved complex customer inquiries, improving resolution times and service quality.
Customer Care Center Representative
1 Year 1 Month- Resolved customer needs on first contact in call center environment while managing daily schedule.
- Managed client inquiries, ensuring timely and accurate resolution of insurance-related questions.
- Collaborated with team managers and members to implement effective customer service strategies.
- Developed relationships with clients, enhancing customer satisfaction and loyalty to services offered.
- Managed client inquiries, achieving timely resolution of insurance-related questions.
- Established relationships with clients, boosting customer satisfaction and loyalty to services offered.
- Developed comprehensive insurance policy explanations to improve client understanding of coverage options.
- Managed client inquiries and provided timely resolutions to enhance customer satisfaction.
Shift Leader
1 Year 2 Months- Assigned daily tasks to employees and monitored progress to ensure timely completion.
- Coached team members in essential techniques to improve job performance.
- Coached team members in techniques necessary to complete job task.
- Assigned daily tasks to employees and monitored progress to ensure on-time completion.
- Resolved customer inquiries and complaints promptly and empathetically, enhancing customer satisfaction.
- Established a trustworthy relationship with management through dependable performance. by serving as key holder, responsibly opening and closing store.
- Actively engaged customers to provide personalized recommendations that supported sales goals. by engaging customers and offering tailored recommendations. and achieve monthly quotas.
- Demonstrated commitment to team operations by maintaining perfect attendance for 11 months. over 11 months to support team operations. for 11 months.
Shift Leader
5 Months- Supervised daily operations to ensure efficient service and adherence to company standards.
- Trained team members on specific techniques for task completion.
- Established professional relationships with team members, enabling swift resolution of issues and conflicts.
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
- Ensured customer satisfaction by offering polite and helpful service in-store and on calls.
- Built reputation for efficiency and accuracy in service delivery.
- Politely assisted customers in person and via telephone.
- Supported team efforts to achieve sales goals and monthly quotas through targeted engagement.
- Contributed to achieving sales goals and monthly quotas through targeted team support and engagement.
- Earned management trust by serving as key holder, responsibly opening and closing store.
- Trained and mentored new staff on operational procedures and customer service excellence.
- Supervised daily operations and ensured adherence to company standards.
Education
High School Diploma
Skills
Patient health assessment
Vaccine administration
Knowledge of HIPAA guidelines
Workplace professionalism
Healthcare provider collaboration
Healthcare software usage
Medical language proficiency
Insurance verification
Medical office procedures
Clinical documentation
Medical billing and coding
Vital sign monitoring
Certification
- First Aid/CPR Certified - December 2024
- CCMA - Certified Clinical Medical Assistant
Timeline
Certified Clinical Medical Assistant
Carle Hospital
08.2025 - CurrentRead More
Medical Assistant
Carle Hospital
12.2024 - 08.2025Read More
PSR and Prior Authorization Specialist
Carle Hospital
11.2023 - 12.2024Read More
Senior Customer Service Representative
Afni
04.2020 - 08.2023Read More
Customer Care Center Representative
State Farm Mutual Automobile Insurance Company
11.2018 - 12.2019Read More
Shift Leader
Dunkin' Donuts
06.2017 - 08.2018Read More
Shift Leader
Dunkin' Donuts
01.2017 - 06.2017Read More
Heyworth Jr. & Sr. High
High School Diploma
Read More