Jamie Shiflett
Moyock,NC
Summary
Customer Manager offering 5-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to improve customer service processes and garner stellar customer feedback proactively.
Overview
10
10
years of professional experience
Work History
Customer Care Manager
BrightStar Care, Chesapeake Virginia
01.2018 - Current
- Implemented effective quality control measures to minimize errors and ensure high standards of service.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Created customer support strategies to increase customer retention.
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
- Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
- Developed comprehensive reference materials for departmental procedures, enhancing consistency in payroll practices.
- Oversaw payroll processing, ensuring accurate and timely payments for all staff members.
- Resolved payroll discrepancies promptly, addressing employee concerns efficiently and professionally.
- Streamlined HR operations by assisting with the creation and maintenance of employee records.
- Improved onboarding experience for new hires, creating a comprehensive orientation program.
- Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
- Managed interview scheduling, coordinated travel arrangements, and facilitated communication with candidates throughout the hiring process.
- Increased applicant quality by streamlining the hiring process and implementing a pre-screening system.
- Developed relationships with potential job candidates to promote effective communication throughout hiring processes.
- Contributed to successful Joint Commission accreditation renewal through meticulous documentation review and adherence to best practices within the department.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proved successful working within tight deadlines and a fast-paced environment.
- Managed high call volumes while maintaining exceptional accuracy in client scheduling.
- Used ABS to schedule patients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Trained new staff members on scheduling protocols, contributing to a well-prepared team of patient coordinators.
- Streamlined data entry processes for increased efficiency and reduced errors.
- Developed expertise in various lines of business including property, casualty, life, health, and specialty insurance products to better serve a wide range of client needs.
- Supported clinical staff by providing timely updates on the status of prior authorizations for various services.
Scheduling Coordinator
Hand N Heart
02.2017 - 01.2018
- Utilized advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
- Received and processed requests for home care services
- Scheduled caregivers
- Coached and supervised field staff
- Addressed customer service issues
- Ensured that all client requests for medical personnel were met in a timely, professional, and efficient manner
- Was flexible with all on-call responsibilities
- Regularly updated the RN with new client admissions and established supervisory visit dates
- Regularly updated RN with client’s hospitalizations, and discharges
- Demonstrated skills in software applications Microsoft Office, Excel/Word, and PowerPoint
- Organized and audited clients’ charts
- Completed the following duties: data entry, customer service, filing, telephone protocol, medical terminology, HIPAA Guidelines for patients and medical records, and office procedures
Scheduling Coordinator/Office PCA
Tidewater Home Care
01.2015 - 01.2017
- Ensured that all client requests for medical personnel were met in a timely, professional, and efficient manner
- Dispatched employees to assignments
- Was flexible with all on-call responsibilities
- Maintained and increased Tidewater Home Care's client base by providing superior customer service
- Regularly updated the department client list
- Regularly conducted roll call to each client daily
- Regularly updated the RN with new client admissions and established supervisory visit dates
- Regularly updated RN with client’s hospitalizations, and discharges
- Demonstrated skills in software applications Microsoft Office, Excel/Word, and PowerPoint
- Organized and audited clients’ charts
- Completed the following duties: data entry, customer service, filing, telephone protocol, medical terminology, HIPAA Guidelines for patients and medical records, and office procedures
- Assisted clients with daily living activities for increased comfort and quality of life.
- Maintained a safe and clean environment for clients, reducing health risks and promoting overall wellbeing.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Assisted disabled clients to support independence and well-being.
- Expertly managed emergency situations that arose during care provision, remaining calm under pressure while executing necessary protocols.
Education
High School Diploma -
Currituck County High School
Barco, NC06.2013
Skills
- Customer Relations
- Training and mentoring
- Team Management
- Delegation and Supervision
- Schedule Management
- Account Management
- Data Tracking
- Training programs
- Report Preparation
- Cross-Functional Collaboration
- Research and due diligence
- Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Reliability
- Relationship Building
- Documentation And Reporting
- MS Office
Timeline
Customer Care Manager
BrightStar Care, Chesapeake Virginia
01.2018 - Current
Scheduling Coordinator
Hand N Heart
02.2017 - 01.2018
Scheduling Coordinator/Office PCA
Tidewater Home Care
01.2015 - 01.2017
High School Diploma -
Currituck County High School
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