Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Lewgelien Shepherd

Marcus Hook,USA

Summary

Results-driven HR professional with extensive experience in healthcare operations, talent acquisition, onboarding, payroll, and compliance. Proven track record of fostering positive work environments, enhancing employee retention, and ensuring adherence to federal and state regulations. Skilled in driving employee performance and operational excellence in alignment with organizational goals. Expertise in talent acquisition, employee relations, performance management, and conflict resolution. Adept at fostering team collaboration and implementing strategic initiatives to achieve business Results.

Results

Overview

16
years of professional experience
1
Certification

Work History

Morningside Senior Living

Business Office Manager
04.2024 - Current

Job overview


  • Conducted HR audits to identify areas for improvement and implemented corrective actions that improved operational efficiency by 15%.
  • Developed and established comprehensive HR policies ensuring compliance with state and federal regulations, enhancing organizational operations and reducing legal risk.
  • Revamped recruitment strategies, resulting in a 15% increase in the quality of hires over a six-month period.
  • Managed benefits administration, ensuring seamless enrollment and timely claims processing for all employees.
  • Created coaching programs for underperforming employees, driving a 20% improvement in team productivity.
  • Handled employee relations issues, resolving conflicts and fostering a positive work environment while maintaining confidentiality.
  • Led onboarding processes via ADP, reducing onboarding time by 25% and ensuring compliance with all pre-hire requirements.
  • Coordinated recruitment and onboarding of 35+ employees, aligning staffing with business goals and improving retention by 10%.
  • Ensured HR compliance by maintaining accurate personnel files and updating them in line with state regulations.
  • Collaborated on payroll and financial operations, ensuring timely and accurate payroll processing and compliance with budget constraints.
  • Managed deposits and postings for payments made by check or credit card, ensuring proper documentation and account accuracy.
  • Conducted month-end closing activities, including monthly reporting to the home office, ensuring data accuracy and timely submission.
  • Maintained accurate records of petty cash, special accounts, and resident trust funds, including monthly reconciliations.
  • Processes all resident monthly billing invoices

Heartland Hospice

Office Manager
11.2022 - 04.2024

Job overview


  • Supported HR operations by overseeing staff, optimizing office systems, and ensuring effective workflow across the department.
  • Streamlined document management procedures, ensuring compliance and enhancing the accessibility of employee records.
  • Administered payroll for 25 employees, ensuring accuracy and timely processing, in compliance with company policies and regulations.
  • Served as a liaison between employees and management, addressing concerns, fostering open communication, and maintaining trust.
  • Conducted performance reviews, identifying opportunities for improvement, and partnering with leadership to develop action plans.
  • Used performance management tools to provide feedback and guide employees, driving measurable improvements in performance.
  • Coordinated employee engagement activities, such as wellness events and town halls, boosting employee morale and fostering community.
  • Led recruitment efforts, including career fairs and resume screening, and interviewing, and used exit interview data to develop retention strategies and improve employee satisfaction
  • Maintained up-to-date employee records in HRIS, ensuring accurate reporting and supporting data-driven decision-making.
  • Ensured compliance with all applicable local, state, and federal regulations, mitigating legal risks and promoting best practices.
  • Coached and developed staff, monitoring performance and conducting appraisals to ensure alignment with organizational goals.
  • Conducted investigations into workplace complaints, maintaining confidentiality and ensuring fair resolutions.
  • Led onboarding and training programs, ensuring new hires were properly integrated into the organization.

Nemours Alfred I Dupont Hospital

Hospital Authorization Team Lead
12.2019 - 11.2022

Job overview

  • Devised and implemented action plans for underperforming departments, resulting in a 15% improvement in efficiency and productivity.
  • Collaborated with senior leadership to align departmental goals with organizational initiatives, driving business success and ensuring effective execution.
  • Led change management efforts, guiding departments through major restructuring with minimal disruption and improving employee engagement during transitions.
  • Led Emergency Room Pediatrics operations, verifying eligibility and benefit levels, ensuring timely admissions, and maintaining confidentiality in urgent situations.
  • Resolved billing and claims discrepancies by collaborating with insurance providers, case managers, and representatives, ensuring timely resolution and minimizing delays.
  • Monitored and reported trends in billing and reimbursement issues, proposing solutions to improve prior authorization processes and increase efficiency.
  • Validated eligibility for income assistance programs, guiding families through insurance issues and ensuring smooth authorization processes.
  • Communicated effectively with physicians and clinical staff regarding authorization status and delays, minimizing disruptions in patient care.
  • Set clear performance goals for team members, providing feedback and support, resulting in improved employee performance and achievement of milestones.
  • Managed outstanding authorization accounts, increasing clean claims billing by 10% through proactive follow-ups and process improvements.
  • Improved customer satisfaction by addressing concerns promptly and implementing solutions, leading to a 15% increase in satisfaction scores.

Eye Associates of Bucks County

Patient Services Coordinator
05.2015 - 12.2019

Job overview

  • Mentored and developed junior staff, fostering a positive work culture and improving overall team performance and collaboration.
  • Spearheaded corporate restructuring efforts, optimizing organizational effectiveness and streamlining decision-making processes for enhanced operational efficiency.
  • Led cross-functional teams to achieve project milestones, promoting collaboration between departments and ensuring successful project completion.
  • Resolved operational issues impacting care progression, ensuring seamless communication and timely solutions to maintain care quality.
  • Increased team productivity by implementing project management strategies, leading to a 10% improvement in project delivery times and efficiency.
  • Led patient services and administrative operations, improving efficiency across departments and ensuring consistent, high-quality service delivery.
  • Implemented effective time management strategies, balancing multiple team priorities and ensuring optimal patient care delivery within tight timelines.
  • Directed the use of CRM systems to track patient interactions and follow-up needs, improving patient satisfaction and operational efficiency.
  • Coordinated the prior authorization process for specialty testing, ensuring timely eligibility verification and adherence to patient care protocols.
  • Ensured HIPAA compliance across teams, training staff and overseeing proper handling of confidential patient information to maintain regulatory standards.

Delaware Medicaid

Provider Account Representative
06.2014 - 05.2015

Job overview

  • Led the strategy and execution of assurance & compliance, claim eligibility verification, denial resolution, benefits services, and quality assurance to meet organizational objectives and regulatory standards.
  • Supervised intake, benefit verification, and scheduling processes, ensuring streamlined operations and effective follow-up to enhance patient care and service delivery.
  • Directed the resolution of provider claim issues, ensuring timely communication and effective solutions, maintaining accurate billing and claims processing.
  • Managed relationships with providers, serving as the primary point of contact and liaison to resolve issues and foster effective collaboration between providers and the health plan.
  • Oversaw eligibility interpretation for Delaware Medicaid members, ensuring consistent application of eligibility criteria and accuracy in processing across the team.
  • Supervised the provider application process for Delaware Medicaid enrollment, ensuring compliance with regulatory guidelines and improving processing efficiency.
  • Led customer outreach initiatives to assess satisfaction and address needs, ensuring a high level of service and satisfaction across clients.
  • Implemented proactive solutions to improve customer satisfaction, increasing ratings through timely resolutions of concerns and challenges.

High Mark Blue Cross Blue Shield

Customer Account Representative
08.2012 - 06.2014

Job overview

  • Led strategy and execution for patient care, customer service, billing & claims, and quality assurance initiatives, ensuring efficient workflows and alignment with organizational goals.
  • Supervised copayment collection and reconciliation, ensuring accuracy and implementing processes to minimize errors and improve efficiency.
  • Managed assigned accounts and inbound calls, ensuring effective resolution and maintaining high customer satisfaction levels.
  • Oversaw communication with customers, including account transfers and payment reminders, driving reductions in delinquent accounts and enhancing collection outcomes.
  • Led team training and discussions on Highmark Blue Cross and Blue Shield Delaware plans and services, ensuring consistent customer service delivery and product knowledge.
  • Oversaw insurance group requests, ensuring accurate processing of medical records, pre-certification, and claim authorizations in compliance with regulations.
  • Led client retention initiatives, building and maintaining strong relationships with key accounts to improve loyalty and long-term engagement.
  • Developed and executed strategies to grow the customer base and increase sales, achieving measurable business growth.

Delaware Ophthalmology Consultants

Front Desk Care Representative
02.2009 - 08.2012

Job overview

  • Led strategy and execution for patient services, administrative operations, and scheduling, ensuring operational efficiency and smooth coordination across departments.
  • Supervised patient intake operations, overseeing appointment scheduling, co-pay collections, surgery prepays, and outstanding balances to ensure accurate billing and timely payments.
  • Managed administrative support for doctors, including vital screenings, note-taking, patient hospitality, and facilitating the interview process for new staff members.
  • Directed patient communication efforts, providing answers to inquiries about procedures, surgeries, and ocular medical conditions, ensuring clear communication and high patient satisfaction.

Education

Strayer University
Wilmington, DE

Master of Science from Healthcare Administration
12.2021

University Overview

Wilmington University
Wilmington, DE

Bachelor of Science from Human Resources, Finance
06-2006

University Overview

Skills

  • EHR/EHR System EPIC
  • Microsoft Office Suite
  • HCHB
  • ICD-10 coding HIBS
  • PSAR
  • ECS Billing Systems
  • Matrix Scheduling System
  • Nextgen
  • MMIS application
  • CMS Application
  • SRS Chart Manager
  • Dayforce
  • Yardi System
  • Appoli
  • Kronos Payroll Processing
  • ADP Payroll Processing
  • Employee Relations
  • Training and Mentoring
  • HR Policies and Procedures
  • Compensation and Benefits
  • Recruitment and Hiring
  • Human Resources Operations

Certification

SHRM certification, 07/2025

Timeline

Business Office Manager
Morningside Senior Living
04.2024 - Current
Office Manager
Heartland Hospice
11.2022 - 04.2024
Hospital Authorization Team Lead
Nemours Alfred I Dupont Hospital
12.2019 - 11.2022
Patient Services Coordinator
Eye Associates of Bucks County
05.2015 - 12.2019
Provider Account Representative
Delaware Medicaid
06.2014 - 05.2015
Customer Account Representative
High Mark Blue Cross Blue Shield
08.2012 - 06.2014
Front Desk Care Representative
Delaware Ophthalmology Consultants
02.2009 - 08.2012

SHRM certification, 07/2025

Strayer University
Master of Science from Healthcare Administration
Wilmington University
Bachelor of Science from Human Resources, Finance

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Lewgelien Shepherd