Shameke Green
Dallas,TX
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Implementation Specialist
CloudRx
01.2023 - 08.2023
- Handled the implementation of a prior authorization partnership program, establishing collaborations with over 15 fertility clinic clients across the US
- Establish implementation project plans, define and gather requirements, outline project objectives/deliverables, and define success
- Screen, interview and onboard new employees
Workforce Analyst II
The Pill Club
10.2021 - 08.2022
- Perform intraday duties with RTA, scheduling, report building, and maintaining active service levels and call flow analysis
- Analyzed schedule performance, forecast accuracy and historical trends to make continuous adjustments and improvements to the headcount and scheduling process to ensure service levels are met
- Generated detailed KPI reports, identifying operational inefficiencies and facilitating $12,000 in revenue recovery
Patient Care Supervisor
The Pill Club
05.2018 - 10.2021
- Supervised a team of 15 patient care coordinators, tracked and analyzed team performance metric and CSAT
- Ensured team met or exceeded SLAs and other performance targets
- Implemented process improvements, resulting in a 30% increase in production and enhanced workflow efficiency at a high growth start up
- Updated workflows and processes and provided training and development when needed
- Recruit and interview potential employees
Service Account Manager
United Healthcare
05.2011 - 11.2017
- Intervened with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
- Dissected complex prior authorization and claim issues and identified and resolved issues to avoid repeat calls/escalations
- Assisted with coaching, training and development of Tier 1/Tier 2 coordinators
Customer Service Representative
United Healthcare
08.2009 - 05.2011
- Answered high volume calls (over 100/day) and identified the type of assistance the customer needed (i.e., benefit & eligibility, billing/payments, EOB)
- Researched complex issues across multiple databases and worked with support resources to resolve customer issues
- Met and recognized for performance goals in the areas of efficiency, call quality, customer satisfaction, and attendance
Education
BS - Psychology
Capella University
12-2026
Skills
- Project Management
- Communication
- Process Improvement
- Data Analysis & Reporting
- Team Leadership & Development
- High Growth Start-Up Experience
- High Volume Call Center/HealthTech
- Amazon Web Services
- MS Office/ G-Suite
- Salesforce
- Jira
- Tableau
Certification
Lean Six Sigma Green Belt, MSI, 03/2024
Timeline
Implementation Specialist
CloudRx
01.2023 - 08.2023
Workforce Analyst II
The Pill Club
10.2021 - 08.2022
Patient Care Supervisor
The Pill Club
05.2018 - 10.2021
Service Account Manager
United Healthcare
05.2011 - 11.2017
Customer Service Representative
United Healthcare
08.2009 - 05.2011
BS - Psychology
Capella University
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