Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Melanie Shaner

Lima,Ohio

Summary

College graduate with medical and supervisory experience seeking a full time, professional position. Candidate is a fast learner and skilled communicator who excels in challenging situations.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Webtech/Member Advocate/GO Member Services/C&S/DSNP Advocate

United Healthcare
10.2022 - 05.2025
  • Assist members with questions regarding their benefits, website registration and other computer-related questions.
  • Maintained up-to-date knowledge of industry trends and best practices, adapting processes as needed to deliver exceptional support services for all members.
  • Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
  • Maintained detailed records of all interactions, allowing for easy reference and improved follow-up on outstanding matters.
  • Streamlined communication channels for increased efficiency in handling member inquiries and requests.
  • Leveraged strong problem-solving skills to address complex member issues efficiently and effectively.
  • Worked closely with other departments as needed to resolve cross-functional matters impacting members'' experiences positively.
  • Consistently met or exceeded performance metrics related to response times, issue resolution rates, and overall customer satisfaction scores.
  • Enhanced member satisfaction by promptly addressing concerns and providing timely resolutions.
  • Participated in regular team meetings, sharing insights gained from daily interactions with members to benefit overall operations.

Circulation Director

Wapakoneta Daily News
06.2018 - 10.2022
  • Director of the circulation operations of 14 publications over Ohio and Indiana. These duties include maintaining a subscriber base as well as dealer base. I work with the public daily and schedule all deliveries of ads to be placed in the newspaper. I manage 10 employees and also manage accounts rec/ payable. Work from home at various times.
  • Managed budget effectively, reallocating funds as needed to address shifting priorities or unexpected expenses.
  • Improved staff performance by providing ongoing training and support in customer service, technology usage, and collection management.
  • Streamlined distribution processes for improved efficiency and reduced operational costs.
  • Spearheaded successful fundraising efforts, securing grants and donations for library enhancements or special projects.
  • Evaluated resource allocation regularly making necessary adjustments based on data-driven insights prioritization of goals objectives.
  • Implemented innovative programming initiatives to attract diverse audiences and increase community engagement.
  • Maintained high levels of customer satisfaction through proactive issue resolution and open communication channels.
  • Fostered a collaborative work environment that encouraged teamwork creativity among staff members.
  • Oversaw day-to-day supervision, hiring, and development of staff.
  • Promoted a culture of continuous improvement through regular evaluation of policies, procedures, and services offered.
  • Developed strong relationships with vendors, negotiating favorable contracts for print materials and digital subscriptions.
  • Established productive partnerships with local schools, businesses, and organizations to expand reach and promote literacy initiatives.
  • Responded to and resolved account questions and policy concerns.
  • Oversaw inventory control, ensuring accuracy of records and timely removal of damaged or outdated materials.
  • Resolved patrons' complaints tactfully and professionally.
  • Notified supervisors when major equipment repairs were needed.

Specialty Scheduler/Administrative Assistant

Mercy Health
11.2014 - 07.2017
  • Performed day-to-day scheduling of medical procedures for St. Ritas Hospital
  • Precertification through insurance companies of medical procedures
  • Specialty scheduling of nuclear medicine tests.
  • 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.
  • Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
  • Identified best practices within the scheduling function, sharing these insights across teams to drive continuous improvement efforts.
  • Proactively addressed potential risks within the schedule by conducting thorough analyses and implementing preventive measures where necessary.
  • Enhanced team productivity by maintaining clear communication channels and providing regular updates on project progress.
  • Optimized scheduling processes by implementing efficient software tools and organizational systems.
  • Improved overall workflow efficiency by collaborating with team leads to identify bottlenecks, establish priorities, and develop solutions for process improvement.
  • Maximized efficiency in project delivery through strategic prioritization of tasks based on urgency, complexity, and available resources.
  • Sought feedback from project teams on scheduling practices, incorporating suggestions to improve future planning.
  • Improved resource utilization across projects, identifying and reallocating underused resources to areas of higher need.
  • Enhanced team productivity by implementing new scheduling system that streamlined allocation of resources.
  • Facilitated training sessions for junior schedulers, elevating team capabilities and performance.
  • Monitored project progress against schedules meticulously, identifying lags early and adjusting plans to stay on track.
  • Reduced scheduling errors by introducing rigorous verification processes before finalizing project timelines.
  • Prioritized tasks according to strategic importance, ensuring that critical project milestones were met on time.
  • Led cross-functional meetings to align project goals with scheduling efforts, fostering collaboration and shared understanding.
  • Adapted scheduling methods to fit unique demands of diverse projects, demonstrating flexibility and innovative thinking.

Security Guard

Guardsmark
01.2012 - 06.2012
  • Maintained a secure environment for employees with the assistance of the Department of Defense.
  • Maintained accurate surveillance logs and reports daily.

Education

Bachelor of Science - Criminal Justice

Everest University
Tampa, FL
01.2013

Associate of Applied Science - Criminal Investigations

Everest College
Tempe, AZ
01.2013

Skills

  • AS400 (3 years)
  • Genesys (1 yr)
  • Maestro(2 years)
  • RxClaims (2 years)
  • VCC Softphone (2 years)
  • Epic (3 years)
  • Excel (Less than 1 year)
  • Microsoft Office (5 years)
  • Complex Scheduling (7 years)
  • Strategic Planning (10 years)
  • Accounts Payable (5 years)
  • LivePerson (2 years)
  • Insurance Verification (5 years)
  • Medical Office Experience (10 years)

Certification

Apollo School of Medical Assisting Lima,OH June 2004

Additional Information

  • Skills
  • Industry-specific: Experience with security patrols, scheduling and supervision
  • Computer: Microsoft Office including Word, Excel,PowerPoint, Maestro, Facets, Genesys, VCC softphone, Genesys softphone, Epic, PHS, GPS; AS400; type 90+ wpm
  • Interpersonal: Proactive problem solving and conflict resolution. Excellent people skills.

Timeline

Webtech/Member Advocate/GO Member Services/C&S/DSNP Advocate

United Healthcare
10.2022 - 05.2025

Circulation Director

Wapakoneta Daily News
06.2018 - 10.2022

Specialty Scheduler/Administrative Assistant

Mercy Health
11.2014 - 07.2017

Security Guard

Guardsmark
01.2012 - 06.2012

Bachelor of Science - Criminal Justice

Everest University

Associate of Applied Science - Criminal Investigations

Everest College

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