Shanaya Taylor
Summary
Skilled customer service professional with strong experience in healthcare communication. Adept at handling patient inquiries, coordinating appointments, and resolving issues efficiently. Focused on team collaboration and achieving consistent results, with flexible approach to changing needs. Proficient in medical terminology, empathetic communication, and multi-tasking in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Front Desk Receptionist
Forest Haven Rehabilitation
Catonsville
12.2022 - 08.2025
- Managed multi-line phone system, directing calls to appropriate departments efficiently.
- Scheduled appointments and coordinated meeting logistics for staff and families.
- Provided exceptional customer service, addressing inquiries in-person and via email promptly.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
- Maintained accurate record-keeping of client information and appointment schedules.
- Implemented filing system improvements, enhancing document retrieval speed and accuracy.
- Oversaw front desk operations, ensuring adherence to company policies and procedures.
- Managed front desk operations, ensuring smooth visitor check-in and appointment scheduling.
- Coordinated office supplies ordering and inventory management to streamline operations.
- Maintained accurate records of incoming calls and messages for efficient communication.
- Maintained accurate records and files, enhancing organization and accessibility of information.
- Managed scheduling and coordination of meetings, ensuring optimal time management for team members.
Caregiver
Full Circle Homecare
Crofton
03.2023 - 01.2025
- Provided compassionate assistance with daily living activities, enhancing client comfort and well-being.
- Developed personalized care plans, adapting to individual needs and preferences for improved quality of life.
- Implemented safety measures, reducing risks of falls and accidents in home environments.
- Coordinated transportation for medical appointments, ensuring timely access to necessary healthcare services.
- Facilitated engaging activities that promoted social interaction and mental stimulation among clients.
- Offered companionship and kindness to elderly patients.
- Assisted with personal hygiene tasks such as bathing, grooming, dressing, feeding, toileting giving attention to detail.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Maintained clean, safe, and well-organized patient environment.
- Enhanced elderly residents'' quality of life by providing compassionate care and assistance with daily activities.
- Provided safe mobility support to help patients move around personal and public spaces.
Office Administrator
M-Tech Mechanical
Baltimore
07.2022 - 03.2023
- Coordinated office operations to enhance workflow efficiency and productivity.
- Streamlined communication between departments to improve project collaboration and execution.
- Developed and implemented administrative procedures, resulting in increased operational consistency.
- Maintained accurate records of service calls, repairs, and inventory for streamlined operations.
- Collaborated with team members to enhance workflow processes and minimize downtime during projects.
- Implemented preventive maintenance schedules, contributing to increased reliability of HVAC systems.
- Processed high-volume invoices using advanced accounting software to ensure timely payments.
- Coordinated with vendors to resolve billing issues, fostering positive relationships and efficient communication.
- Reconciled discrepancies between invoices and purchase orders, enhancing accuracy in financial records.
Accounts Receivable Receptionist
Central MD Urology
Baltimore
12.2016 - 09.2017
- Processed accounts and incoming payments in compliance with financial policies and procedures.
- Performed day-to-day financial transactions, including verifying, classifying, computing, posting, and recording accounts receivables' data.
- Prepared bills, invoices, and bank deposits.
- Reconciled the accounts receivable ledger.
- Verified discrepancies and resolve clients' billing issues.
- Facilitated payment of invoices by sending bill reminders and contacting clients.
- Generated financial statements and reports detailing accounts receivable status.
- Managed patient scheduling and appointment confirmations for optimal office efficiency.
- Facilitated communication between patients and medical staff to ensure seamless service delivery.
- Maintained accurate patient records using electronic health record (EHR) systems for compliance and accessibility.
Front Desk & Billing
Evergreen Healthcare
Baltimore
12.2014 - 12.2016
- Greeted all patients and visitors in person or over the phone.
- Kept the reception area clean and organized.
- Registered new patients and updated existing patient demographics by collecting detailed patient information including personal and financial information.
- Facilitated patient flow by notifying the provider of patients' arrival, being aware of delays, and communicating with patients and clinical staff.
- Used codes to bill insurance providers.
- Interacted with physicians and assistants to ensure accuracy.
- Kept track of patient data over multiple visits.
- Managed detailed, specifically coded information.
- Maintained patient confidentiality and information security.
Inbound Call Center Representative
MedHelp, Inc.
Baltimore
06.2013 - 12.2014
- Managed high-volume inbound calls, providing exceptional customer service and support.
- Resolved customer inquiries through phone and email, enhancing overall satisfaction.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Developed standard operating procedures for billing processes, improving consistency and accuracy across the team.
- Monitored delinquent accounts and initiated collections actions when necessary, recovering outstanding balances while maintaining positive customer relationships.
- Processed payments and adjustments accurately, ensuring timely updates to accounts.
- Resolved billing inquiries efficiently, enhancing customer satisfaction and retention.
- Processed medical claims using ICD-10 and CPT coding systems to ensure compliance and accuracy.
- Reviewed and verified patient information for completeness prior to billing submissions.
- Collaborated with healthcare providers to resolve discrepancies in coding and billing practices.
- Audited coding records for accuracy, identifying areas for correction and retraining as needed.
Education
High School Diploma -
Fortis Institute
Towson, MD12.2014
High School Diploma - Technology
Augusta Fells Savage Institute of Visual Arts
Baltimore, MD06.2013
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Resolving issues
- Patient scheduling
- Appointment management
- Insurance verification
- Patient registration
- HIPAA compliance
- Information documentation
- Payment collection
- Paperwork coordination
- Patient relations
- Medical billing
- ICD-10 proficiency
- Medical record review
- Medical terminology expertise
Timeline
Caregiver
Full Circle Homecare
03.2023 - 01.2025
Front Desk Receptionist
Forest Haven Rehabilitation
12.2022 - 08.2025
Office Administrator
M-Tech Mechanical
07.2022 - 03.2023
Accounts Receivable Receptionist
Central MD Urology
12.2016 - 09.2017
Front Desk & Billing
Evergreen Healthcare
12.2014 - 12.2016
Inbound Call Center Representative
MedHelp, Inc.
06.2013 - 12.2014
High School Diploma -
Fortis Institute
High School Diploma - Technology
Augusta Fells Savage Institute of Visual Arts