Shalay Dickerson
Conway,AR
Summary
Dynamic healthcare professional with extensive experience in analyzing healthcare data to drive operational efficiency and improve patient outcomes. Recognized for fostering collaborative teamwork and employing a results-driven approach, adept at adapting to the evolving landscape of healthcare needs. Expertise in data interpretation and strategic planning, dedicated to enhancing healthcare delivery through innovative solutions and best practices. Committed to leveraging analytical skills to support organizational goals and elevate the quality of care.
Overview
19
19
years of professional experience
Work History
Healthcare Analyst
Banner Healthcare
05.2022 - 11.2025
- Secured confidential patient information from unauthorized access.
- Analyzed healthcare data to identify trends and inform strategic decision-making.
- Coded and abstracted medical records according to ICD-10-CM and CPT coding guidelines.
- Retrieved medical data for physicians and patients.
- Upheld HIPAA regulations and standards for protecting patient information.
- Performed regular quality and validation assessments on patient data to verify accuracy.
- Studied and researched various medical terms, as well as software and coding systems.
- Conducted quality improvement and customer satisfaction surveys to evaluate patient care.
- Generated medical reports on patient admissions, treatment, and discharge for disbursement to various departments.
- Worked effectively in fast-paced environments.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Medical Claims Specialist
Arkansas Blue Cross Blue Shield
03.2020 - 05.2022
- Submitted electronic/paper claims documentation for timely filing.
- Reviewed provider coding information to report services and verify correctness.
- Paid or denied medical claims based upon established claims processing criteria.
- Responded to correspondence from insurance companies.
- Managed large volume of medical claims on daily basis.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Processed insurance payments and maintained accurate documentation of payments.
- Evaluated medical claims for accuracy and completeness and researched missing data.
- Monitored and updated claims status in claims processing system.
- Followed up on denied claims to verify timely patient payment and resolution.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Coordinated with contracting department to resolve payer issues.
Enrollment Processor Analyst
Centene Corporation
11.2018 - 01.2020
- I am responsible for performing audits and analyses on completed member data load processes and monitor eligibility loads, data updates and all internal/external requests, I am responsible for working with internal and external stakeholders to communicate and resolve membership data issues provide timely, efficient support for the eligibility load process and coordinate with the corporate IS department to resolve issues that arise during the Ambetter enrollment process.
- Calculated adjustments, premiums and refunds.
- Investigated issues and created solutions for new customers.
- Determined appropriateness of payers to protect organization and minimize risk.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Provider Enrollment Analyst
DXC Technology
11.2017 - 11.2018
- I was responsible for performing provider data management related activities based on plan and contract specifications and standard business rules includes data analysis and entry, review of data via internet sites and other systems, usage of multiple systems and applications to validate data is complete and accurate, and investigation and resolution of data issues.
- Modified, updated and processed existing policies.
- Collected premiums and issued accurate receipts.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
Retail Sales Consultant/ Sales Support Representative
AT&T
11.2015 - 05.2017
- I was responsible for developing and attaining the customer experience and sales objectives for store. Sell all products and services offered by the company. Meet all sales objectives. Handle all administrative aspects of the sale including: completing customer contracts and warranties, pulling products from inventory, accepting customer payments and filing the completed orders. Maintain a strong knowledge of all products, accessories, pricing plans, promotions and service features. Maintain knowledge of competitive offers and provide critical market feedback to the Store Manager regarding local competition and product/service needs. Handle service inquiries from customers. Provide efficient, courteous customer service and assists in all aspects of product offerings and services.
Loan Loss Mitigations Collector / Skip Tracing Specialist
Ally Financial
03.2013 - 03.2015
- I was responsible for contacting customers to determine reason for payment delinquency and negotiate payment commitment.
- Handle accounts with speed and accuracy, while maintaining professionalism. Complete customer contacts within required performance and quality standards using computerized system for tracking, information gathering, and/or troubleshooting. Meeting and or exceeding established key performance metrics such as calls per hours, promises taken per hour and dollars collected per hour; stay informed and adhere to changes in policies and procedures when deciding on appropriate collection remedies.
Sales Associate Level 2/ Team Leader Support
Sykes Enterprise Inc.
12.2011 - 08.2013
- I was responsible for providing customers with product and service information on products such as: certificate of deposits, money market account, interest checking account, online savings account, and IRA's. I am also responsible for processing financial payments, ACH transfers and selling products and services offered by the company. Responsible for effectively training a set group of individuals by providing guidance, instruction, direction and leadership.
Sales Support Representative
AT&T
03.2007 - 07.2011
- I was responsible for ensuring an extraordinary customer experience by facilitating the coordination of customers being welcomed in, prioritizing transactions and advising of any wait time, troubleshooting effectively and then resolving and/or following up on customer issues, ensuring our customers' needs are addressed promptly, and communicating with the management team effectively. My daily job duties include Inventory management, cash management, point of sale paperwork/recordkeeping, assists in the adherence to store merchandising standards, and the safety and security requirements in the store.
Education
Associate of Applied Science - Healthcare Management
United Medical Academy Online
Tampa04-2026
High School Diploma - undefined
Crossett High School
Crossett05.2005
Skills
- Clinical data oversight
- Performance enhancement
- Healthcare compliance
- Health information systems knowledge
- Insurance coverage verification
- Team leadership and motivation
Accomplishments
- Maintained a customer satisfaction rating of 95%+ over 12 months.
- Resolved 40+ customer inquiries per day via phone, chat, and email.
- Reduced average response time by 20% by streamlining ticket workflows.
- Recognized as “Employee of the Month” for outstanding customer support.
- Successfully de-escalated customer complaints, turning frustrated clients into repeat customers.
- Trained and mentored new hires on CRM systems and company policies.
- Handled confidential client information in compliance with data privacy standards.
Timeline
Healthcare Analyst
Banner Healthcare
05.2022 - 11.2025
Medical Claims Specialist
Arkansas Blue Cross Blue Shield
03.2020 - 05.2022
Enrollment Processor Analyst
Centene Corporation
11.2018 - 01.2020
Provider Enrollment Analyst
DXC Technology
11.2017 - 11.2018
Retail Sales Consultant/ Sales Support Representative
AT&T
11.2015 - 05.2017
Loan Loss Mitigations Collector / Skip Tracing Specialist
Ally Financial
03.2013 - 03.2015
Sales Associate Level 2/ Team Leader Support
Sykes Enterprise Inc.
12.2011 - 08.2013
Sales Support Representative
AT&T
03.2007 - 07.2011
High School Diploma - undefined
Crossett High School
Associate of Applied Science - Healthcare Management
United Medical Academy Online