Olivia Shea
Mayfield Heights
Summary
I am a professional looking for a position where I am able to showcase my many hands-on acquired skills. A strong and quick learner; I have achieve several promotions through my career as I am a self-starter and can always be counted on to do my tasks as needed. I am very competent
Overview
13
13
years of professional experience
1
1
Certification
Work History
Central Intake Coordinator/Case Management Supervisor
Certus Healthcare
Mayfield Heights
03.2024 - Current
- Coordinated with external agencies and community partners to facilitate referrals and access to services.
- Maintained records management system to process personnel information and produce reports.
- Developed and maintained intake procedures to enhance efficiency and client satisfaction.
- Utilized case management systems to track client cases from intake through to completion.
- Resolved conflicts between clients and staff members through active listening skills and mediation techniques.
- Collaborated with other departments on projects related to system improvements or quality assurance.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Attended regular meetings with staff members from other departments in order to coordinate cross-functional initiatives.
- Assisted with the preparation of reports and presentations on intake activities and client demographics.
- Provided guidance on navigating complex paperwork processes such as insurance authorizations.
- Provided information and referrals to clients for additional resources and support services.
- Created reports summarizing data related to intakes, referrals and outcomes for management review.
- Maintained awareness of government regulations, health insurance changes and financing options.
- Negotiated with insurance companies and other payers to secure coverage for client services.
- Managed caseloads effectively, ensuring timely documentation and reporting.
- Participated in interdisciplinary team meetings to discuss treatment options.
- Maintained up-to-date case records with case activity status.
- Maintained accurate case records and documentation according to agency guidelines.
- Participated in regular team meetings and in-house training sessions to boost group effectiveness.
- Handled administrative procedures to meet objectives set by boards of directors or senior management.
- Provided referrals to appropriate health care providers or other community resources.
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
- Performing eligibility checks for insurance, including MITS and CGS.
- Regularly utilized insurance portals and hospital portals.
- Identified training needs for team members, created and conducted training sessions.
- Developed training policies and procedures in conformance with comprehensive training and budget allocations.
- Recognized by management for providing exceptional customer service.
- Prioritized and organized tasks to efficiently accomplish service goals.
Export Compliance Manager
HGR Industrial Surplus
Euclid
01.2021 - 03.2024
- Complete clearance of international orders while staying in line with local, national and international laws while providing first-class customer service
- Classification of All Items Sold (HTS/ECCN)
- Screening of Customers and Potential Clients
- Record Keeping of all Transactions
- Compliance Paperwork and Selection of International Incoterm
- Managing Dock Team
- Supervising Loading of Ocean Containers
- Scheduling of all Containers and International Pick Ups
- Fielding All Complaints/Questions
- Knowledge of Trucking Laws
- Issued official approvals in instances of achieved or exceeded compliance standards.
- Met food safety goals by coordinating compliance strategies, establishing procedures and enforcing policies.
- Maintained detailed records of all compliance related activities.
- Organized initiatives, drafted documentation and enforce compliance with best practices.
Front Desk Receptionist
HGR Industrial Surplus
Euclid
01.2020 - 01.2021
- Prior to my promotion, I started as a front desk receptionist
- Being the first person, the customer sees or speaks to can determine their whole experience
- Answer Phones
- Greet and Check in Customers in Person
- Ordering Stockroom Items
- Cash Handling
- Audit Report of Sales
- Use of CRM and Dataflow
- Disbursing Leads
Office Administrator
Precision Kleen
Euclid
01.2019 - 01.2020
- Helped manage office duties and responsibilities for a company with three divisions
- Answer Phones/Screening Calls
- Billing in Quickbooks
- Scheduling
- Dispatching
- Order Supplies
Senior Hospitality Manager
Chick-fil-a
Beachwood
01.2018 - 01.2019
- Responsible for all things hospitality
- Onboarding employee and fielding customer complaints was the main objective of this position
- Quality Control
- Cash Handling
- Complaint Resolution while Maintaining Satisfaction Score
Lead Aide
Summit Pointe
Macedonia
01.2016 - 01.2019
- Daily care of the elderly and disabled
- Daily Care and Companionship
- Trained for this job on site and Advanced to lead aide in 2018
Customer Service Manager
O'Malley Mobile Auto Sales
Akron
01.2016 - 01.2018
- Assisting in making car sales and customer satisfaction
- Administrative Tasks
- Car Sales
- Customer Satisfaction
Cashier, Pizza Artisan (2015 Food Service Manager)
Papa Pete's Pizzeria
Oakwood Village
01.2012 - 01.2016
- I began this job as a teenager, upon departure from this company, I had achieved title of 'Food Service Manager'
- Customer Service
- Cash Handling
- Food Handling
- Answering Phones
- Ordering Stock
- Special Events
Education
Diploma -
Bedford High School
01.2014
Some College (No Degree) -
Kent State University
Skills
- Leadership
- Problem Solving
- Critical Thinking
- Management
- Teamwork
- Customer Service
- Communication
- Administrative
- Typing
- Writing
- Data Analysis
- Interpersonal Skills
- Attentive
- Ability to Work Independently
- Computer Skills
- Time Management
- Punctuality
- Organization
- Split-Second Decision Making
- Conflict Resolution
- Training
- Editing
- Proof Reading
- Generating Reports
- Inventory Management
- Invoicing
- Word
- Excel
- Office
- Quickbooks
- CRM
- Dataflow
- SharePoint
- Descartes
- Google Workspace
- PCC
- MITS & CGS
- Insurance & Hospital Portals (Epic, Genesis, Trinity, Aiden)
- Teams
- Case management
- Conflict resolution
- Documentation management
- Team leadership
- Time management
- Effective communication
- Calm under pressure
- Customer relations
- Clerical support
- Active listening
- Data entry
- Attention to detail
- Multitasking
- Insurance negotiation
- Team building
- Process improvement
- Staff management
- HIPAA compliance
- Utilization criteria
- Documentation and reporting
- Case documentation
- Positive attitude
- Stress management
- Goal setting
- Staff education and training
Certification
- Export Compliance (STAR USA)
- US Import-Export (DB Schenker)
References
References available upon request.
Timeline
Central Intake Coordinator/Case Management Supervisor
Certus Healthcare
03.2024 - Current
Export Compliance Manager
HGR Industrial Surplus
01.2021 - 03.2024
Front Desk Receptionist
HGR Industrial Surplus
01.2020 - 01.2021
Office Administrator
Precision Kleen
01.2019 - 01.2020
Senior Hospitality Manager
Chick-fil-a
01.2018 - 01.2019
Lead Aide
Summit Pointe
01.2016 - 01.2019
Customer Service Manager
O'Malley Mobile Auto Sales
01.2016 - 01.2018
Cashier, Pizza Artisan (2015 Food Service Manager)
Papa Pete's Pizzeria
01.2012 - 01.2016
Diploma -
Bedford High School
Some College (No Degree) -
Kent State University
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