Shana Caldwell
Nashville,TN
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Physician Practice Operation Manager
Ascension Medical Group
Murfreesboro, Tennessee
11.2022 - Current
- Maintained knowledgeable and skilled staff, recruiting top candidates and overseeing continuous training initiatives
- Provided leadership during times of organizational change or crisis situations.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
Clinical Operations Manager
Monogram Health
Brentwood, TN
11.2021 - 11.2022
- Managed clinical operations and administrative functions
- Coordinated meetings between external vendors and partners involved in the conduct of a study.
- Monitored site performance to ensure adherence to Good Clinical Practices guidelines.
- Provided guidance on budgeting for clinical trials and managed budgets accordingly.
Compliance Manager
Citywide Waste Management
Nashville, TN
05.2021 - 08.2022
- Developed and implemented policies and procedures to ensure compliance with applicable laws, regulations, standards, and best practices.
- Investigated complaints from customers regarding violations of company policy or applicable law and regulation.
- Met safety goals by coordinating compliance strategies, establishing procedures and enforcing policies.
- Created and managed training classes to educate new hires and existing employees about compliance concerns.
Quality Assurance Supervisor
Philips Healthcare
Nashville, TN
10.2019 - 11.2021
- Developed and implemented Quality Assurance policies, procedures, and standards.
- Reviewed product specifications for conformance to customer requirements.
- Collaborated with other departments to resolve issues related to product quality.
- Supervised onboarding and training of new personnel to maximize capacities of quality assurance team.
Team Manager
Asurion INC
Antioch, TN
04.2017 - 09.2019
- Developed and implemented team-building strategies to promote collaboration and cohesion.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
Human Resources Information System Analyst
Hospital Corporation of America
Nashville, TN
08.2015 - 03.2017
- Conducted annual employee performance reviews and provided feedback to improve job performance.
- Developed, implemented and monitored HR programs such as recruitment, onboarding, training, compensation and benefits.
- Maintained accurate records related to personnel activities such as hiring, terminations, promotions, leaves of absence.
- Developed strategies to increase employee retention rates by implementing new rewards programs or improving working conditions.
Follow-Up Insurance Supervisor
Xtend Healthcare
Hendersonville, TN
08.2014 - 07.2015
- Monitored customer service quality standards to ensure customer satisfaction.
- Resolved customer complaints regarding insurance coverage and billing issues.
- Advised clients on different types of insurance coverage available in the market based on their needs.
- Managed daily operations within the department including staffing schedules, budgeting.
Medicare Compliance Supervisor
WellCare Insurance
Nashville, TN
04.2012 - 08.2014
- Directed and supervised teams in daily operations.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Tracked progress on projects and provided timely feedback to staff members.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
Claims Supervisor (STOLI)
Suntrust Bank
Nashville, TN
11.2008 - 03.2012
- Provided guidance, assistance and training to new staff on the proper procedures for handling customer inquiries and complaints.
- Performed quality assurance reviews on claims submitted by staff to ensure compliance with company standards.
- Evaluated and motivated employees to continuously develop and grow in both performance and knowledge.
- Motivated team members to maintain targeted turnaround time to obtain processing goals.
Education
No Degree - Health Administration
Middle Tennessee State University
05-2025
Skills
- Microsoft Excel
- Microsoft Office
- Microsoft Power Point
- Power BI
- SQL
- Tableau
- Python
Certification
02/01/2021, Health and Life Insurance
05/01/2024, Data Analytics Certification
Timeline
Physician Practice Operation Manager
Ascension Medical Group
11.2022 - Current
Clinical Operations Manager
Monogram Health
11.2021 - 11.2022
Compliance Manager
Citywide Waste Management
05.2021 - 08.2022
Quality Assurance Supervisor
Philips Healthcare
10.2019 - 11.2021
Team Manager
Asurion INC
04.2017 - 09.2019
Human Resources Information System Analyst
Hospital Corporation of America
08.2015 - 03.2017
Follow-Up Insurance Supervisor
Xtend Healthcare
08.2014 - 07.2015
Medicare Compliance Supervisor
WellCare Insurance
04.2012 - 08.2014
Claims Supervisor (STOLI)
Suntrust Bank
11.2008 - 03.2012
No Degree - Health Administration
Middle Tennessee State University
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