Shalonda Justice
Fort Worth,TX
Summary
To contribute to a corporate environment utilizing my proven abilities and experience to increase company productivity. The ideal situation is a challenging position that reward effort and initiative, while providing opportunities for education and professional growth. Ability read, interpret and follow policy and regulations Strength in effectively communicating while using tact and diplomacy Strong interpersonal skills with the ability to communicate and maintain relationships with all levels of employees Accustomed to a fast paced environment where deadlines are a priority and handling multiple tasks simultaneously is a requirement Proven record of making decisions and working efficiently and effectively under pressure
Overview
13
13
years of professional experience
1
1
Certification
Work History
Retention and Reengagement Specialist
Aids Healthcare Foundation
Fort Worth, TX
08.2022 - Current
- Aids Healthcare Foundation, Fort Worth
- Worked very closely with providers and support staff to recognize patients at risk for falling out of care, work with newly diagnosed clients to encourage participation in their care and identify clients who have fallen out of care and reengage them
- In addition to managing various retention reports, this person reached out to various community resources to assist with any barriers our clients face
- Leveraged strong communication skills to build relationships with clients
- Utilized problem solving techniques to resolve conflicts between departments
- Conducted extensive research to identify trends in the industry
- Conducted and oversaw contingency plan integration and operations
- Schedule patients back in care appointments, lab appointments, & follow-up appointments with the doctor
- Verify patient’s medical insurance through One Source
- Reach out to patient’s via phone, text, or email who has fell out of care
Customer Service Call Center Representative
Walmart Health
Carrollton, Texas
03.2020 - 07.2022
- Answer customer phone calls and provide them with the information that they request
- Resolve customer complaints in a fair manner
- Elevate customer concerns to managers and supervisors as needed
- Provide exceptional customer support in every phone call
- Verify patient medical insurance
- Evaluate physician schedules to organize appointments
- Schedule appointments in Epic System
- Process referrals before scheduling new appointments
- Update and organize medical records
- Collect payments
- Perform administrative tasks as needed
- Scan, fax, and print documents
Sterile Processing Technician
Texas Institute of Orthopedic Surgery & Sports Medicine
Grapevine, TX
06.2016 - 12.2019
- Log test results from send out laboratories in the appropriate patient files
- Perform or assist with specimens collection
- Give patients and providers directions in collecting urine, sputum, stool, and other specimens
- Observed vital signs such as temperature, pulse rate, respiration rate, blood pressure readings, height and weight measurements accurately and reported any abnormalities to the supervising physician
- Documented medical data in patient charts, facilitating accurate records
- Prepared examination rooms for incoming patients by stocking necessary materials and ensuring cleanliness of the room prior to patient arrival
- Cleaned treatment rooms and medical instruments, complying with infection control standards
- Administered injections per physician orders while adhering to safety guidelines set forth by the facility's policy manual
- Scheduled appointments and maintained patient records
- Stocked supplies and instruments for examination rooms
- Demonstrated proficiency in performing administrative duties such as data entry, answering phones, ordering supplies, and managing patient records
- Organized charts before each patient visit in order to ensure that all relevant information is available during the exam
- Supported physicians in examinations, procedures, and diagnostic tests
- Compiled patient histories by interviewing them regarding their medical history, family history, current medications or treatments they are undergoing
- Created reports summarizing data regarding incidents or near misses in order to identify trends or areas of improvement
- Advised management on best practices for eliminating hazards from the workplace environment
- Developed safety plans and procedures, including emergency preparedness plans
- Maintained updated records of safety training sessions, certifications, inspections
- Responded quickly to hazardous situations by providing direction on how to safely resolve them
- Coordinated with other departments in order to ensure proper implementation of new procedures or changes in existing ones
- Managed overall facility security by conducting regular security checks throughout the premises
U-Verse Back Office Support/Customer Service Team Lead
AT&T Alliance
Fort Worth
01.2012 - 01.2015
- Conducted job hazard analysis, identified potential risks and implemented preventative measures to ensure workplace safety
- Ensured that all workers are aware of their rights under applicable health and safety legislation
- Developed strategies to reduce risk exposure through proactive measures such as engineering controls or administrative policies
- Reviewed incident reports submitted by personnel in order to determine if further investigation is necessary
- Received inbound calls and inquiries from technicians out in the field via inbound contact and company internet based chat, by amending new and existing orders for installation using computer databases such as Clarify and CRM
- Received in-house transferred escalated calls using the assistance of other departments when needed
- Monitored call volume and agent availability status through the use of Supervisor Client software
- Performed agent side by side coaching in an effort to improve quality scores and job knowledge
- Implemented corrections for discrepancies and outdated information within current Standard Operating Procedures
- Maintained daily and full reports on system status to determine availability of network to technician in the field
Education
High School Diploma -
Dunbar High School
Fort Worth, Texas05.2000
Certification in Business -
Tarrant County College
Skills
- Health Informatics
- Patient Account Reviews
- Health Care System
- Team Goals
- Advanced Excel Spreadsheet Functions
- Record Releases
- Community Partnerships
References
References available upon request.
Certification
- BLS Certificate
Timeline
Retention and Reengagement Specialist
Aids Healthcare Foundation
08.2022 - Current
Customer Service Call Center Representative
Walmart Health
03.2020 - 07.2022
Sterile Processing Technician
Texas Institute of Orthopedic Surgery & Sports Medicine
06.2016 - 12.2019
U-Verse Back Office Support/Customer Service Team Lead
AT&T Alliance
01.2012 - 01.2015
High School Diploma -
Dunbar High School
Certification in Business -
Tarrant County College