Shalonda Lashea Cheatham
Glendale,AZ
Summary
Dynamic healthcare professional with 10+ years of experience in member advocacy, care coordination, and behavioral health. Proven leader in supervising teams, driving performance metrics, and streamlining workflows. Skilled at resolving complex claims, mobilizing resources to reduce Social Determinants of Health (SDoH) barriers, and mentoring staff for long-term success. Currently advancing education with a Bachelor of Science in Healthcare Administration (Capella University, start 10/2025) to deepen expertise in healthcare leadership and organizational management.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Clinical Administrative Coordinator
Dedicated Preceptor
03.2024 - Current
- Supervised and mentored 10+ new hires as a Dedicated Preceptor, leading structured onboarding and boosting retention.
- Directed daily huddles to align team priorities, share best practices, and ensure operational efficiency.
- Coordinated 100+ member care plans monthly, achieving a 15% increase in first-call resolution and raising satisfaction scores.
- Led cross-functional collaboration with RNs, physicians, and behavioral health managers to streamline workflows and reduce delays in care.
- Implemented new workflows that enhanced service delivery and member engagement.
Customer Service Representative
Advocate4Me
02.2023 - 03.2024
- Managed high-volume inquiries (60+ daily) across multiple platforms, achieving a 98% satisfaction rate.
- Guided peers in de-escalation techniques, contributing to improved team handling of high-stress member situations.
- Trained team members on complex benefits and claims navigation, improving overall first-contact resolution rates.
Therapeutic Foster Parent
Pathways of Arizona
03.2014 - 05.2023
- Provided leadership in trauma-informed care, creating individualized behavior management plans that reduced crisis incidents by 30%.
- Modeled resilience and consistency in high-stress environments, fostering stability and trust for children in care.
- Maintained compliance with state licensing and documentation requirements, ensuring safe and effective operations.
Education
Bachelor of Science - Health Administration
Capella University
Minneapolis, MN09-2027
Skills
- Team Leadership & Staff Development
- Performance Coaching & Training
- Care Coordination & Member Advocacy
- Claims Resolution & Benefits Navigation
- Workflow Optimization & Process Improvement
- Compliance, HIPAA & Quality Assurance
Certification
NPS Champion
Level 3 M&R Professional
High Performing Team
First Level Leadership Academy
Timeline
Senior Clinical Administrative Coordinator
Dedicated Preceptor
03.2024 - Current
Customer Service Representative
Advocate4Me
02.2023 - 03.2024
Therapeutic Foster Parent
Pathways of Arizona
03.2014 - 05.2023
Bachelor of Science - Health Administration
Capella University