Natasha Shores
Patient Account Representative
Henderson,TN
Summary
Dynamic and empathetic professional with a proven track record at CVS/caremark for enhancing patient account management through effective HIPAA-compliant practices and strong team collaboration. Excelled in streamlining billing processes and fostering positive relations with insurance companies, significantly reducing claim denials. Skilled in medical billing and offering exceptional customer service, contributing to improved efficiency and patient satisfaction with 19 years of healthcare and customer service experience. Highly effective time management, conflict resolution, and communication skills.
Overview
19
19
years of professional experience
Work History
Intake Patient Account Representative
CVS/caremark
08.2019 - 03.2025
- Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
- Reviewed insurance eligibility and verified coverage details to minimize claim denials and delays in payment.
- Worked with outside entities to resolve issues with billing, claims, and payments.
- Promoted a positive work environment by actively participating in team meetings and contributing ideas for process improvements.
- Streamlined billing processes for increased efficiency in managing patient accounts.
- Facilitated smooth communications between patients, providers, and insurers, fostering an atmosphere of trust and collaboration.
- Provided exceptional customer service, handling sensitive patient situations with professionalism and empathy.
- Managed approximately 50-80 patient accounts at most times.
Guest Service Attendant
Target
04.2017 - 07.2019
- Demonstrated proactive problem-solving skills when resolving unexpected challenges or complaints from guests.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing their needs.
- Contributed to revenue growth by promoting applications for store credit cards
- Streamlined check-out processes for improved efficiency, resulting in positive feedback from guests.
- Served as a knowledgeable resource for guests seeking information about product availability and online ordering.
- Supported department operations by efficiently handling phone calls, emails, and walk-in guests.
- Assisted in maintaining a clean and welcoming environment to ensure guest comfort throughout their shopping experience.
Soft Lines Senior Team Lead
Academy Sports + Outdoors
07.2016 - 02.2017
- Enhanced team performance by implementing effective communication strategies and regular feedback sessions.
- Managed conflict resolution among team members proactively, promoting a positive work atmosphere conducive to achieving results collaboratively.
- Fostered strong relationships with cross-functional teams to ensure seamless collaboration on shared initiatives.
- Developed high-performing team members through targeted training programs and one-on-one coaching.
- Increased overall productivity with consistent monitoring of team progress, adjusting priorities as needed.
- Actively participated in recruitment efforts, selecting top talent for the team and contributing to long-term growth potential.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Designed unique fixtures and furniture pieces to enhance overall ambiance within retail environment.
- Spearheaded visual merchandising efforts at retail locations, showcasing products effectively while reinforcing the brand identity.
- Improved customer satisfaction by providing timely and courteous service in a busy retail setting.
- Balanced multiple priorities effectively while working under tight deadlines in a fast-paced retail setting.
- Supported store manager in overseeing day-to-day operations, ensuring smooth functioning of the retail space.
- Implemented loss prevention measures to significantly reduce shrinkage rates across the retail area.
Key Holder Supervisor
JOANN Fabrics and Crafts
09.2015 - 05.2016
- Completed store opening and closing procedures.
- Counted out cash drawers and balanced totals.
- Updated store displays frequently to maintain freshness in presentation while highlighting key products or trends effectively.
- Improved customer service by projecting friendly and knowledgeable attitude.
- Handled escalated customer issues calmly and professionally while working towards mutually beneficial resolutions in alignment with company values.
- Trained new employees on company policies, procedures, and best practices to ensure consistent performance across the team.
- Opened inventory boxes and restocked shelves.
- Accepted and processed customer returns.
- Processed cash, credit, debit, and check payments.
Department Team Lead
Cabela's
10.2013 - 09.2015
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
- Evaluated customer needs and feedback to drive product and service improvements.
Medication Administrator
Whispering Woods Assisted Living
04.2013 - 10.2013
- Conducted thorough medication reconciliations during patient admissions, transfers, and discharges to minimize medication discrepancies and promote continuity of care.
- Promoted a positive environment for patients during medication administration sessions by exhibiting empathy, respect, and patience.
- Enhanced patient safety by accurately administering medications according to physician orders and established protocols.
- Reduced medication errors through diligent documentation, verification of prescriptions, and close monitoring of patient responses.
- Continuously expanded knowledge of pharmacology and new medications through professional development courses and industry publications.
- Adhered strictly to federal regulations regarding controlled substances management, documenting all transactions meticulously for accountability purposes.
- Supported successful transitions between care settings by effectively communicating pertinent medication information to relevant providers.
- Monitored vital signs before administering specific medications as required per protocol or physician instructions for enhanced safety precautions.
- Collaborated with healthcare team members to provide comprehensive patient care and ensure optimal medication management.
- Prepared medication doses accurately by following medication administration record (MAR) written by healthcare providers.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Explained treatment procedures, medications, and diets to inform patient and patient's family of care and progress.
- Assisted in maintaining conducive environment for residents by adhering to infection control policies.
Personal Care Assistant
Southern Oaks Assisted Living
03.2006 - 07.2012
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
- Built strong relationships with clients to deliver emotional support and companionship.
- Improved client comfort by providing exceptional personal care and maintaining a clean, safe environment.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
Education
Bachelor of Science - Counseling Psychology
Walden University
Minneapolis, MN12-2027
No Degree - Medical Assistant
Olympia Career Training Institute
Grand Rapids01-2005
High School Diploma -
PennFoster
Scranton, PA03-2002
Skills
- HIPAA compliance
- Medical Billing Understanding
- Documentation and recordkeeping
- Strong empathy
- Data entry proficiency
- Team collaboration
- Verbal and written communication
- Medical terminology knowledge
- Physicians' orders
- Insurance company communication
- Clear communication
- Updating customer accounts
Timeline
Intake Patient Account Representative
CVS/caremark
08.2019 - 03.2025
Guest Service Attendant
Target
04.2017 - 07.2019
Soft Lines Senior Team Lead
Academy Sports + Outdoors
07.2016 - 02.2017
Key Holder Supervisor
JOANN Fabrics and Crafts
09.2015 - 05.2016
Department Team Lead
Cabela's
10.2013 - 09.2015
Medication Administrator
Whispering Woods Assisted Living
04.2013 - 10.2013
Personal Care Assistant
Southern Oaks Assisted Living
03.2006 - 07.2012
Bachelor of Science - Counseling Psychology
Walden University
No Degree - Medical Assistant
Olympia Career Training Institute
High School Diploma -
PennFoster
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