Shaekia Sterling Black
Wellington,FL
Summary
.Administrative professional skilled in enhancing customer satisfaction through effective issue resolution. Proficient in database management and maintaining HIPAA compliance while handling sensitive information. Experience across healthcare and education environments ensures strong interdepartmental coordination and meticulous record management.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Teleperformance USA
Remote
01.2024 - 03.2026
- Exceeded productivity and quality metrics with a 90%+ accuracy rate while processing records and documentation.
- Handled high-volume incoming calls while supporting billing, returns, and issue resolution through coordination with internal departments.
- Maintained customer records in company software while supporting administrative tasks, including filing paperwork and updating databases to ensure accurate information.
- Tracked and managed customer interactions using company software, contributing to streamlined processes and improved service delivery.
- Recommended product, service, and billing improvements to management, addressing recurring customer issues and enhancing overall customer satisfaction.
Patient Access Center Representative
NYU Langone Health
Boynton Beach, FL
06.2021 - 01.2024
- Exceeded productivity and quality metrics with a 90%+ accuracy rate while processing records and documentation
- Supported patient registration by verifying information, scheduling appointments in electronic health record systems, and ensuring HIPAA compliance in handling sensitive data, contributing to a streamlined patient intake process.
- Managed high-volume incoming calls to assist customers, ensuring exceptional customer service.
- Informed patients about facility policies to improve their understanding of facility policies to enhance understanding.
- Updated reference materials with Medicare, Medicaid, and third-party payer guidelines.
Finance Support Specialist
International College of Health Sciences
Boynton Beach, FL
01.2020 - 04.2021
- Administered user accounts across permissions, maintained transaction records, and wrote reports for management review to support operational efficiency.
- Kept meticulous records of data transactions, problems encountered, and solutions implemented.
- Conducted workflow analysis, space planning, cost comparisons, and payment processing while managing email, phone, and clerical requests to streamline processes.
- Enhanced interdepartmental communications by collaborating with colleagues on shared projects.
Enrollment Assistant
International College of Health Sciences
Boynton Beach, FL
10.2018 - 01.2020
- Managed inquiries from visitors, students, and employees, ensuring accurate demographic information entry into college information systems for compliance.
- Coordinated calls, follow-ups, interview appointments, mail distribution, and document review to support enrollment operations.
- Assisted enrollment specialist in managing leads and applicants, facilitating a smooth recruitment process.
Education
Bachelor of Science - Health Administration
Florida Atlantic University
FloridaMinor - Healthcare Information Systems
Florida Atlantic University
FloridaMinor - Hospitality And Tourism Management
Florida Atlantic University
FloridaAssociate of Arts - Accounting
Broward College
FloridaSkills
- Electronic Health Records (EHR/EMR)
- Scheduling/Registration
- Administrative Support
- Database Management
- Microsoft Office Suite (Word, Excel, etc)
- Technical Troubleshooting
- Time Management
- Multitasking
- Verbal and written communication
- Attention to Detail
- Conflict Resolution
- Adaptability
- HIPAA Compliance
Certification
- Business Specialist - Broward College
- Business Operations - Broward College
- Account Technology Specialty - Broward College
References
References available upon request.
Timeline
Customer Service Representative
Teleperformance USA
01.2024 - 03.2026
Patient Access Center Representative
NYU Langone Health
06.2021 - 01.2024
Finance Support Specialist
International College of Health Sciences
01.2020 - 04.2021
Enrollment Assistant
International College of Health Sciences
10.2018 - 01.2020
Minor - Hospitality And Tourism Management
Florida Atlantic University
Associate of Arts - Accounting
Broward College
Bachelor of Science - Health Administration
Florida Atlantic University
Minor - Healthcare Information Systems
Florida Atlantic University