Shanay Boykins
Elizabethtown,KY
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Quality Improvement Coach
Jack Henry
Elizabethtown, KY
12.2022 - Current
- Monitor representative's communications via call or chat
- Provide guidance and feedback and ways to develop and improve
- Organize PowerPoint presentations for meetings with the representatives regarding first-call resolutions
- Assist in creating weekly first-call resolution tips regarding different scenarios
- Collaborate with supervisors to come up with plans to help representatives who are struggling
- Collaborate with the team to create a monitoring plan for the month to monitor the representatives.
- Analyzed performance data to identify areas of improvement for individuals or teams.
- Provided guidance to representatives in order to help them develop their skills and achieve desired goals.
- Managed schedules, ensuring efficient use of time and resources for optimal results.
Product Service Representative
Jack Henry
Elizabethtown, KY
04.2020 - 12.2022
- Manage and support customer inquiries via phone or chat, providing one-call resolution, including problem-solving, payment processing, and research, troubleshooting discrepancies
- Provided documentation for payment assistance, issue refunds and reissue payments, and provide technical support to financial institutions and clients with web navigation
- Assisted with the transition of New Hires
- Monitored new hires' communications and provided educational feedback
- Assisted as a training aid with the training representatives
- Helped with education, providing quizzes, mock calls, and created PowerPoint for graduation.
Benefits Verification Specialist
Lash Group
Louisville, KY
11.2019 - 02.2020
- Maintain updated and accurate records of patient data and information
- Obtain and review patient insurance information and benefits to ensure coverage for healthcare appointments or treatments
- Contacted physician offices to conduct a quality check on procedures and patient information
- Contacted insurance companies to confirm what is covered and how much the patient needs to pay out of pocket.
United States Transportation Command
US Army
Scott AFB, IL
03.2018 - 10.2019
- Actively assisted 3 Patient movement regulating centers, DOD, VA, and other agencies with coordinating the aeromedical evacuation of urgent, priority, routine, and battle injury patient
- Strategically coordinated, planned, and managed ground transportation, medical equipment, and unit supply for the logistics program
- Effectively trained new unit personnel to succeed in meeting safety protocols
- Conducted thorough assessments of patients to determine their medical evacuation movements
- Remained in constant contact with personnel to communicate actions, medical issues, and patient updates
- Closely monitored financial contributions to determine forecasted trends and requirements
- Produced in-depth reports that detailed metrics, process documentation, customer services logs, and training
- Worked collaboratively with other departments in streamlining order management, accounting, and shipping operations to maximize productivity
- Prioritized daily material flow to meet production requirements
- Proactively identified and addressed patient safety issues or emergencies
- Cultivated a well-organized, safe workplace environment conducive to preventing hazardous work methods, processes, or staff risks
- Offered the necessary resources and training for staff to succeed in meeting safety objectives
- Kept lines of communication open with committees to discuss event scope, budgets, and progress
- Performed one-on-one consultations with clients to determine their objectives, needs, and event requirements
- Provided dynamic administrative support to staff while overseeing financial operations, promotional materials, and inquiry responses.
Outpatient Medical Records
US Army
Yongsan, Korea
02.2017 - 02.2018
- Organized programs and services to support patient health and wellness in a healthcare and medical facility
- Analyzed patient occupancy to determine the need for additional staff, equipment, or services
- Skillfully developed and implemented a computerized record management system that improved data accuracy, storage, and processing efficiency
- Remained highly confidential when maintaining medical records
- Expertly created a variety of health record indexes and storage retrieval systems to optimize the collection, classification, storage, and analysis of pertinent patient data including demographic characteristics, history, conditions, diagnosis, and treatments.
Parient Administration
US Army
Bethesda, MD
04.2012 - 02.2017
- Constantly support staff with general OCE operations including typing, machine operations, and mail sorting
- Handled a high volume of incoming phone or alarm system calls regarding emergency and non-emergency ambulance service, information, and after-hour calls for departments
- Admitted patients in the medical system CHCS and created inpatient medical records
- Retrieved signatures for patients' medical records
- Collected patient valuables and documented
- Moved over a thousand patients globally
- Reached out to many different hospitals and clinics to advise of patients' needs.
Education
Bachelor's degree - Information Technology
DeVry University-Chicago/O'Hare
07-2025
Associates in Business Administration - Business Administration
Devry University
12.2023
Certificate in Medical Billing & Coding - Medical Billing & Coding
DeVry University-Chicago/Loop
07.2022
High school diploma -
Elizabethtown High School
Elizabethtown, KY05.2008
Skills
- Microsoft Office
- Leadership
- Records management
- Customer service
- HIPAA
- Typing
- Medical records
- Supervising experience
- Phone etiquette
- Organizational skills
- Time management
- English
- Computer skills
- Communication skills
- Hospital experience
- Live chat
- Research
- Data entry
- Medical office experience
- Microsoft Excel
- Microsoft Word
- Microsoft Powerpoint
- Basic math
- Order management system
- Technical support
- Medical terminology
- Medical billing
- EHR systems
- Administrative experience
- Insurance Verification
- Quality Assurance
- Problem-solving
- Attention to detail
Certification
Driver's License, 12/01/22, 12/01/26
Accomplishments
- Awarded a Leader Among Peers
Timeline
Quality Improvement Coach
Jack Henry
12.2022 - Current
Product Service Representative
Jack Henry
04.2020 - 12.2022
Benefits Verification Specialist
Lash Group
11.2019 - 02.2020
United States Transportation Command
US Army
03.2018 - 10.2019
Outpatient Medical Records
US Army
02.2017 - 02.2018
Parient Administration
US Army
04.2012 - 02.2017
Bachelor's degree - Information Technology
DeVry University-Chicago/O'Hare
Associates in Business Administration - Business Administration
Devry University
Certificate in Medical Billing & Coding - Medical Billing & Coding
DeVry University-Chicago/Loop
High school diploma -
Elizabethtown High School
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