Jennifer Shaffer
Muncie,Indiana
Summary
Seasoned Team Lead with in-depth knowledge in managing diverse teams to drive operational efficiency. Skilled in strategic planning, project management, and conflict resolution. Notable for cultivating productive work environments and fostering professional growth among team members. Previous roles demonstrate significant contributions to process improvements, increased productivity, and business growth.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Team Lead for Cancer Center Financial Counselors
IU Health Systems
Indianapolis, IN
01/28/24 - Current
- Trained new staff in relevant processes and procedures.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Hold regular one-on-one coaching sessions with staff members to encourage personal development.
- Motivated staff through positive reinforcement techniques.
- Identified opportunities for process improvements, implementing changes when required.
- Reviewed completed work to verify consistency, quality, and conformance.
Financial Assistance Specialist
IU Health
Indianapolis, IN
01.2022 - 04.2022
- Completed Financial Assistance Applications, working through a program we used named Charity Guide.
- Called patients to either give them the outcome of decision on the processing of the applications, or ask for more documents.
- Completed write off and adjustments in host systems.
- Maintained positive working relationship with fellow staff and management.
- Completed write off and adjustments in host systems.
- Gathered information for FAB reviews on appeals and high dollar accounts.
Cancer Center Financial Counselor
IU Health Ball Memorial Hospital
Muncie, IN
08.2008 - 04.2018
- Started Copay Assistance program for Ball Hospital Cancer Center for Infusions/Injectables.
- Met with patients face to face to talk with them about the financial piece of their treatment. I tried to put their mind to ease.
- Worked closely with community like Red Door to help patients with gas cards and patient needs.
- Worked side by side with Social Worker to ensure that all patients needs were taking care of during there journey.
- I have a current Indiana Navigators license.
- Sign patients for copay assistance for the patients for infusions/ injectables.
- Followed each individual patients application from the start of treatment to the end.
- Searched Champ for EOB to see if we could pay patient responsibility from manufacture.
- Ensured payments were credited to patients account.
Collection Customer Service Representative
IU Health Ball Memorial Hospital
Muncie, IN
07.2006 - 07.2008
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Monitored accounts to identify overdue payments and pursue timely remedies.
- Recovered lost revenue by persistently reaching out to customers with past due accounts.
- Tracked and reported on collections activity and performance metrics to management.
RCS Scheduling
IU Health Ball Memorial Hospital
Muncie, IN
06.2005 - 08.2006
- Customer Service, Scheduled patients for procedures and test. Pre- registered patients for their test and procedures.
Multi Doctor Health Clinic Manager
US. Healthworks
Muncie, IN
10.1996 - 06.2005
- Managed daily operations of multi-doctor health clinic, including scheduling appointments and managing staff.
- Resolved customer complaints in a timely manner by providing appropriate solutions or referring them to the appropriate personnel.
- Ensured adequate staffing levels for all shifts, recruited new staff members as needed, and conducted performance reviews.
- Developed and implemented patient care protocols to ensure efficient workflow throughout the clinic.
- Provided administrative support to physicians including organizing meetings, preparing agendas, minutes, ordering office supplies, equipment.
- Coordinated physician schedules ensuring that all shifts were adequately staffed at all times.
Team Lead Financial Assistance Dept
IUHealth RCS
Indianapolis, IN
04/07/22 - 01/28/24
- Developed strategies to increase team productivity and improve customer service levels.
- Delegated daily tasks to team members to optimize group productivity.
- Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
- Offered training and support to keep team members motivated and working toward objectives.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Completed write off and adjustments in host systems.
- Gathered information for FAB reviews on appeals and high dollar accounts.
Education
High School Diploma -
Muncie Central
Muncie, IN05-1983
Skills
- Trend tracking
- Performance monitoring
- Schedule Management
- Regulatory Compliance
- Production Monitoring
- Employee engagement
- Coaching and Mentoring
- Performance Improvement
Affiliations
- I am an avid golfer, I have been golfing for 19 years
- Hiking, biking, kayaking
- Crafting
- Coloring
Accomplishments
- Emerging Leaders program in 2023 completion
Certification
- Indiana Navigators License
Timeline
Financial Assistance Specialist
IU Health
01.2022 - 04.2022
Cancer Center Financial Counselor
IU Health Ball Memorial Hospital
08.2008 - 04.2018
Collection Customer Service Representative
IU Health Ball Memorial Hospital
07.2006 - 07.2008
RCS Scheduling
IU Health Ball Memorial Hospital
06.2005 - 08.2006
Multi Doctor Health Clinic Manager
US. Healthworks
10.1996 - 06.2005
Team Lead for Cancer Center Financial Counselors
IU Health Systems
01/28/24 - Current
Team Lead Financial Assistance Dept
IUHealth RCS
04/07/22 - 01/28/24
High School Diploma -
Muncie Central