Dedicated and competent healthcare professional with over 3 years of experience in sales and customer service, specializing in patient and client engagement. Proven ability to thrive in fast-paced environments, demonstrating decisive problem-solving skills and expertise in managing high-pressure situations. Possesses a versatile skill set that enhances efficiency and productivity in any administrative setting. Known for an advanced understanding of customer needs, meticulous attention to detail, and delivering superior customer service, resulting in high levels of client satisfaction.
Hi, I’m
Shalonda Ward
Gardena,California
Summary
Overview
7
years of professional experience
Work History
Rume Health Medical Group / Sameday Health
Patient Navigator
2024.06 - Current (3 months)
Job overview
- Streamlined communication between patients and healthcare providers for enhanced care coordination and timely treatment.
- Educated patients on insurance and healthcare plans.
- Improved patient satisfaction by providing personalized guidance and resources throughout their healthcare journey.
- Trained new employees on effective patient navigation techniques, ensuring continuity of care across the organization.
- Maintained detailed records of all patient interactions in accordance with privacy regulations and organizational policies.
- Coordinated with healthcare professionals to ensure timely and accurate delivery of patient care services.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Provided excellent customer service to patients and medical staff.
- Answered incoming calls, scheduled appointments and filed medical records.
ABM Industries Inc
Customer Service Specialist
2022.11 - Current (1 year & 10 months)
Job overview
- Assisted in the training of new team members, ensuring consistent service quality across all attendants.
- Established positive guest relationships through consistent delivery of excellent customer service.
- Welcomed arriving guests and explained car retrieval procedures.
- Reduced wait times for guests with effective communication and coordination among valet team members.
- Parked and retrieved cars carefully to prevent damage and avoid delays.
- Demonstrated strong multitasking abilities while navigating busy work environments under pressure situations.
- Enhanced customer satisfaction by providing efficient valet services and maintaining a friendly demeanor.
Sameday Health
Shift Supervisor
2020.11 - 2022.11 (2 years)
Job overview
- Supervised employees, assigned duties, and created shift schedules
- Monitoring team performance and ensuring duties are performed efficiently
- Managing employee requests and transgressions
- Ensuring compliance with company policies, health, and safety standards
- Coaching team members and training new staff
- Handled customer issues and employee disputes
- Upsold products including membership services and increased sales by 80%
- Communicate with physicians and physician's staff, medical records staff, clients and client's families to effectively meet client needs
- Immediately resolve issues between clients and providers with meticulous documentation for accurate record of the incident
- Conduct monthly telephone contact with members/clients to follow-up on provided services and address any changes
- Prepare PCP reports, end of month activity reports, and quality review reports.
Fine Jewelry Location
Sales Associate
2018.10 - 2020.03 (1 year & 5 months)
Job overview
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy
- Answered questions about current promotions and resolved issues according to store policies
- Arranged merchandise for display to highlight new styles, attract customers and enhance sales
- Engaged positively with each customer, providing professional and polite support for sales and service needs
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts
- Trained and coached newly hired associates on store return policies and customer service techniques.
LAUSD Beyond The Bell
Program Worker
2018.10 - 2019.09 (11 months)
Job overview
- Maintained and promoted positive and dynamic environment that felt safe for everyone at all times
- Led developmentally appropriate activities for children
- Kept children safe and secure at all times
- Promoted physical, emotional, intellectual, and social development through well-planned classroom lessons, games and outside activities
- Provided nurturing and appropriate environment for children ranging in ages from 11 to 14.
Peer Health Exchange
Peer Health Mentor
2017.08 - 2018.06 (10 months)
Job overview
- Applied proactive behavior management techniques for classroom discipline
- Introduced new learning methods to ensure total comprehension for all students
- Worked with fellow teachers to develop cohesive educational plans and improve support for diverse students
- Encouraged positive self-esteem and mutual respect for others while instilling joy of learning and discovery.
- Attended trainings to participate in regular supervision and continued education to maintain professional competence and ethical standards.
- Adhered to ethical and legal standards for confidentiality, protecting clients' privacy.
Education
California State University - Dominguez Hills Carson, CA
Some College from English Education
06.2021
University Overview
Skills
- Medical Recordkeeping
- Insurance Verification
- Patient Registration
- Resolving Problems
- Relationship Building
- Attention to Detail
- Time Management
- Customer Service
- Administrative and Office Support
Timeline
Patient Navigator
Rume Health Medical Group / Sameday Health
2024.06 - Current (3 months)
Customer Service Specialist
ABM Industries Inc
2022.11 - Current (1 year & 10 months)
Shift Supervisor
Sameday Health
2020.11 - 2022.11 (2 years)
Sales Associate
Fine Jewelry Location
2018.10 - 2020.03 (1 year & 5 months)
Program Worker
LAUSD Beyond The Bell
2018.10 - 2019.09 (11 months)
Peer Health Mentor
Peer Health Exchange
2017.08 - 2018.06 (10 months)
California State University - Dominguez Hills
Some College from English Education
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