SHADAE WELLS
Shrewsbury,MA
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Full-time Parent
04.2022 - Current
- Took time away from professional career to raise young children and manage household
Patient Service Specialist
Reliant Medical Group
10.2017 - 04.2022
- Managed patient intake.
- Verified patient insurance eligibility and entered patient information into system.
- Managed and optimized schedules of multiple providers contributing to increased accessibility to providers.
- Scheduled appointments.
- Responded to billing inquiries.
- Managed high volume incoming and outbound call volume by efficiently triaging requests to appropriate departments or personnel.
- Identifying patient grievances and escalating properly while providing excellent customer service and handling all inquiries in a timely and professional manner.
- Obtained prior authorizations from insurance companies in regard to referrals for in-house and outside facilities/providers and tests.
- Sorted incoming mail and faxes, as well as processing outgoing mail.
- Managed multiple daily reports.
- Organized and filed paperwork.
- Researched, located and obtained patient records from outside facilities/providers.
- Drafted medical necessity letters for School, Electrical Bills, Jury Duty Excuse, Durable Medical Equipment, Prescriptions, Medical Accommodation, etc.
- Trained new hires for multiple sites.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Facilitated communication between patients and healthcare providers, ensuring clear understanding of treatment plans and expectations.
Case Manager
New England Recovery Center
10.2017 - 08.2018
- Documented individual and group clinical services and case management to clients with mental health, substance abuse, or dual diagnosis problems.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Facilitated individual and group sessions to promote positive behavior change for clients.
Patient Account Specialist
New England Recovery Center
10.2016 - 10.2017
- Received all cash, checks and/or bankcard charges for monies owed upon admission
- Verified client's insurance and created reports to track self-pay clients, clients given discounts
- Successfully operated and balanced various authorization machines such as those used for bankcard approval and check approval.
- Facilitated self-pay rates and scholarships by working with customers to create debt repayment plan based on current financial condition.
- Assisted patients in understanding their financial responsibilities by explaining healthcare benefits, coverage limitations, and out-of-pocket costs clearly and concisely.
- Improved cash flow by consistently meeting or exceeding collection targets through proactive account monitoring and follow-up efforts.
- Supported a positive patient experience with empathetic communication during financial discussions, addressing concerns with professionalism and understanding.
- Proactively identified potential issues in patient accounts, communicating with other departments as necessary to resolve discrepancies that could impact billing accuracy or timely reimbursements from insurance carriers.
- Safeguarded patient confidentiality while handling sensitive financial information by adhering to strict HIPAA regulations and organizational privacy policies.
- Reduced outstanding balances by diligently following up on overdue payments and negotiating payment plans.
- Maintained accurate records of customer accounts, payments and payment plans.
Recovery Specialist
New England Recovery Center
05.2016 - 09.2016
- Assisted with admission and discharge procedures as required which includes phone admissions pre-screening, completion of admissions paperwork, admission screen of client and their belongings.
- Demonstrated appropriate professional ethics and boundaries in all interactions with clients.
- Utilized principals in de-escalation of potential crisis situations as needed.
- Strictly adhered to HIPPA and confidentiality policies when responding to inquiries for client information or copies of information
- Administered random toxicity and breathalyzer tests to assess adherence to recovery plans.
- Tracked client participation in treatment services to identify attendance issues.
- Provided training and mentorship to new Recovery Specialists, fostering an environment of teamwork and success.
Intake Specialist
Citizens Disability LLC
12.2013 - 06.2015
- Handled client inquiries via phone.
- Filed social security disability applications for clients.
- Made sure clients were in compliance with social security regulations.
- Assessed clients mental or physical state.
- Qualified clients to apply for social security benefits.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
- Ensured client confidentiality by adhering to strict privacy policies when handling sensitive information during the intake process.
- Reduced errors in documentation through diligent proofreading before submission, maintaining high standards of quality control throughout the entire intake process.
- Consistently met or exceeded performance metrics, demonstrating a strong commitment to delivering exceptional service within the Intake Specialist role.
- Effectively communicated complex information about disability benefits programs to a diverse clientele, ensuring that all individuals had a clear understanding of their entitlements and available resources.
Customer Relations Specialist
Bernie & Phyl's Furniture
04.2012 - 01.2013
- Received all cash, checks and/or bankcard charges for initial deposits, subsequent payments or CODs for sales orders written in a specific store.
- Input accurate data in various computer screens to indicate their receipt and appropriate allocation.
- Successfully operated and balanced various authorization machines such as those used for bankcard approval, check approval and/or finance company approvals.
- Balanced individual drawer representing day's transactions at end of shift.
- Ran nightly store closing reports as well as closed the store.
- Gave customers receipts and explained company policies.
- Assisted customers in the completion of the finance application.
- Explained finance insurance to customers.
- Assisted customers in simple questions regarding the arrival of their furniture, deliveries
- Promptly answered all incoming calls and directed to the appropriate personnel.
- Typed letters and memos for managers as needed.
- Trained new hires
Education
Associate of Science - Business Administration with Medical Office Certificate
Quinsigamond Community College
Worcester, MA05.2018
Some College (No Degree) -
Worcester State University
Worcester, MANursing Assistant -
3 Dimension Health Care
Worcester, MA04.2011
High School Diploma -
Worcester Technical High School
Worcester, MA05.2010
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Problem-Solving
- Flexible and Adaptable
- Dependable and Responsible
- Customer Service
- Organization and Time Management
- Multitasking
Certification
- Medical Office Certification, 05/2017
- Nursing Assistant Certification, 08/2011
- Home Health Certification, 04/2011
- OSHA Certification, 05/2009
Related qualifications
- Medical and dental billing and Insurance (Private and DPH)
- Advanced Word Processing
- Spreadsheet and report generating with Excel
- Email correspondence using Outlook
- Knowledge on check scanner
- Balance cash drawers
- Experienced with financial transactions
- Extensive customer service experience
Timeline
Full-time Parent
04.2022 - Current
Patient Service Specialist
Reliant Medical Group
10.2017 - 04.2022
Case Manager
New England Recovery Center
10.2017 - 08.2018
Patient Account Specialist
New England Recovery Center
10.2016 - 10.2017
Recovery Specialist
New England Recovery Center
05.2016 - 09.2016
Intake Specialist
Citizens Disability LLC
12.2013 - 06.2015
Customer Relations Specialist
Bernie & Phyl's Furniture
04.2012 - 01.2013
Associate of Science - Business Administration with Medical Office Certificate
Quinsigamond Community College
Some College (No Degree) -
Worcester State University
Nursing Assistant -
3 Dimension Health Care
High School Diploma -
Worcester Technical High School
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