MONICA SHELTON
Administrative Coordinator
Flint,Michigan
Summary
Adaptable administrator accustomed to the integration of new health care delivery systems, restructuring of work, and an increasingly complex regulatory environment. Ability to manage personnel, facility operations, and admissions while concurrently providing excellent patient care.
Administrative professional with proven ability to streamline office functions and support executive teams. Proficient in managing schedules, coordinating meetings, and handling correspondence. Dependable team player with focus on achieving results and adapting to changing needs.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Administrative Coordinator
Optum
05.2018 - Current
- Conducted training sessions for both new and existing team members.
- Performed benefit investigations for pharmacy and medical coverage.
- Calculate and input billing for medical claims; inform medical offices if authorizations needed
- Facilitated smooth day-to-day operations by anticipating needs, proactively addressing potential issues, and efficiently resolving problems as they arose.
- Proactively identified opportunities for improving administrative processes, implementing changes that led to increased efficiency and effectiveness.
Patient Care Coordinator
Senderra Specialty Pharmacy
08.2017 - 05.2018
- Greeted patients and managed funding interview processes.
- Scheduled medication drop-offs aligning with patient needs and office availability.
- Managed inquiries about both delivery timing and scheduling effectively.
Healthcare Administration Intern
Wellbridge of Fenton
06.2017 - 08.2017
- Utilized Root Cause Analysis to generate enhancement recommendations for all patient-centered areas.
- Managed confidential patient information with discretion and adherence to HIPAA regulations.
- Participated in quality improvement projects that led to enhanced patient safety measures within the facility.
- Coordinated communication between departments, fostering collaboration and efficient problemsolving.
Pharmacy Technician
Rite Aid Pharmacy
01.2016 - 08.2017
- Executed pharmacy adjudication tasks to support seamless operations.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
Assistant Manager
Liberty Tax Service
11.2013 - 06.2014
- Directed staff in delivering exceptional customer service and completing tax returns.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
Office Coordinator
Spectrum Child & Family Services
09.2010 - 10.2012
- Supported director in employee staffing and onboarding processes.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Provided administrative support to staff members, assisting with daily tasks as needed to promote productivity across the organization.
- Served as a point of contact for clients visiting the office, providing exceptional customer service that led to increased client retention rates.
- Maintained strict confidentiality of sensitive information, upholding the highest level of professionalism at all times.
- Organized team workload and prioritized tasks to streamline office functions in deadline-driven environment.
- Contributed to company growth by consistently looking for ways to improve office processes and maximize efficiency.
Case Aid
Turning Point Recovery Center
09.2009 - 10.2010
- Processed patient intake documents with incoming patients.
- Coordinated transportation arrangements for clients when needed to ensure seamless access to vital services.
- Maintained up-to-date client records, ensuring accurate and timely reporting of progress and outcomes.
- Conducted thorough assessments to identify client needs, prioritizing interventions and services accordingly.
- Assisted clients in navigating complex social service systems while advocating for their needs at various levels.
- Maintained strict confidentiality regarding sensitive client information in accordance with agency policies and legal requirements.
- Developed strong rapport with clients by demonstrating empathy, active listening, and effective communication skills.
- Engaged in ongoing professional development opportunities to stay current on best practices within the field of case management.
- Participated in staff meetings to review cases, share updates, and discuss strategies for successful outcomes.
- Provided compassionate support during crisis situations, implementing de-escalation techniques when necessary.
- Assisted with the development of evidence-based interventions for optimal client outcomes.
Education
Bachelor - Healthcare Administration
University of Michigan-Flint
Flint, MI01.2017
Skills
- Client Relations
- Employee Training
- Process Evaluation
- Attention to detail
- Team collaboration
- Microsoft Excel, Word, and Outlook
- Inbound phone call handling
- Project Support
- Meeting coordination
- Presentation preparation
Certification
- CPhT - Certified Pharmacy Technician
Timeline
Administrative Coordinator
Optum
05.2018 - Current
Patient Care Coordinator
Senderra Specialty Pharmacy
08.2017 - 05.2018
Healthcare Administration Intern
Wellbridge of Fenton
06.2017 - 08.2017
Pharmacy Technician
Rite Aid Pharmacy
01.2016 - 08.2017
Assistant Manager
Liberty Tax Service
11.2013 - 06.2014
Office Coordinator
Spectrum Child & Family Services
09.2010 - 10.2012
Case Aid
Turning Point Recovery Center
09.2009 - 10.2010
Bachelor - Healthcare Administration
University of Michigan-Flint
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