Customer Service
Shaneece Booker
Inland Empire/Victorville(Traveler),CA
Summary
Dedicated administrative professional well-versed in communication and team building. Ready to bring 18 years of relevant work experience to any team. Enthusiastic about helping Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in any Software.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Reliable Facilities Manager with detail- and results-oriented nature. Possessing an exceptional commitment to quality and service.
Overview
13
13
years of professional experience
Work History
Patient Service Representative
Cedars Sinai Medical Center–
01.2024 - Current
- Managed patient scheduling, registration, and insurance verification processes effectively to streamline operations
- Demonstrated exceptional customer service skills by addressing patient inquiries and concerns in a timely and professional manner
- Conducted financial counseling sessions with patients to discuss billing, insurance coverage, and payment options
- Utilized electronic health record systems to maintain accurate and up-to-date patient records and information
- Provided exceptional customer service by greeting and assisting patients in a friendly and professional manner
- Scheduled appointments accurately and efficiently using electronic medical records system
- Verified insurance coverage and obtained necessary authorizations for patient visits and procedures
- Collaborated with medical staff to ensure smooth patient flow and timely completion of administrative tasks
- Maintained patient confidentiality and privacy in accordance with HIPAA regulations
- Managed patient inquiries, scheduling, and registration in a timely and professional manner as a Patient Service Representative (PSR)
- Conducted patient registration and check-in processes with a high level of accuracy and attention to detail
- Assisted patients with completing necessary paperwork and providing guidance on insurance and payment options
- Managed incoming phone calls and inquiries, ensuring a positive and professional interaction with all patients.
- Took copayments and compiled daily financial records.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Used Epic Software to schedule appointments.
- Trained new staff on filing, phone etiquette and other office duties.
- Provided excellent customer service to patients and medical staff.
- Responded to inquiries by directing calls to appropriate personnel.
- Answered incoming calls, scheduled appointments and filed medical records.
- Resolved customer complaints using established follow-up procedures.
- Engaged with patients to provide critical information.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Security Project Manager
Real Property Management
02.2023 - 01.2024
- Identified plans and resources required to meet project goals and objectives.
- Submitted documentation for weekly payroll, managed schedules, and enforced policies.
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Investigated incidents and wrote reports.
- Coordinated protective service operations with other emergency response agencies.
- Managed security policies and procedures to promote safety and security of personnel and assets.
- Analyzed security threats and risks and developed mitigation strategies to reduce potential losses.
- Delivered regular security awareness programs to educate personnel on security measures and protocols.
- Investigated and resolved security breaches to protect organization and corporate assets.
- Collaborated with senior management to develop and implement strategies to mitigate security risks.
- Coordinated with IT personnel regarding security of digital assets and information systems.
- Implemented comprehensive security plans to provide highest levels of protection for facilities.
- Monitored project performance to identify areas of improvement and make adjustments.
- Planned, designed, and scheduled phases for large projects.
- Managed projects from procurement to commission.
Human Resources Administrator
Rume Health
10.2022 - 02.2023
- Developed and implemented HR policies and procedures to ensure compliance with labor laws and maintain a positive work environment
- Managed employee onboarding and offboarding processes, including conducting orientation sessions and coordinating exit interviews
- Administered benefits programs, including enrollment, eligibility verification, and resolving employee inquiries regarding health insurance, retirement plans, and other benefits
- Maintained accurate employee records and HRIS data, including updating personal information, salary adjustments, and performance evaluations
- Collaborated with hiring managers to support full-cycle recruitment efforts, including posting job openings, screening resumes, scheduling interviews, and extending job offers
- Implemented an efficient employee onboarding process, ensuring new hires receive necessary training and resources in a timely manner
- Managed the organization's benefits and payroll administration, resolving inquiries and discrepancies with accuracy and timely communication.
- Updated HR database with new employee information, changes in benefits, and other details.
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
- Answered employee inquiries regarding health benefits and 401k options.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Administered performance evaluations to provide constructive feedback and identify ideal candidates for promotion.
- Assisted with writing job postings and job descriptions for boards.
- Conducted performance reviews and provided feedback to managers on employee performance.
Medical Billing
Kaiser Permanente
01.2021 - 12.2022
- Accurately processed and submitted medical claims to insurance companies for timely reimbursement
- Researched and resolved claim denials and discrepancies to ensure maximum revenue collection
- Interfaced with healthcare providers and patients to answer billing inquiries and provide excellent customer service
- Maintained strict compliance with HIPAA regulations and other healthcare industry standards
- Utilized electronic billing systems and software to streamline billing processes and improve efficiency
- Proficient in reviewing and analyzing patient medical records to accurately code and submit claims for reimbursement
- Experienced in working with insurance companies and patients to resolve billing inquiries and ensure prompt payment
- Skilled in utilizing medical billing software to input and maintain accurate patient information and billing records
- Knowledgeable about healthcare regulations and compliance requirements related to medical billing processes
- Able to work efficiently in a fast-paced environment and meet deadlines for claim submission and billing accuracy.
- Submitted patient statements and medical billing to insurance companies.
- Maintained knowledge of standardized medical billing codes.
- Trained new employees on multiple medical billing programs and data entry software.
- Provided medical billing and coding duties.
Security Supervisor
Blackstone Consulting Inc
01.2018 - 12.2020
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Responded quickly to emergency situations to assess and deflect issues.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Checked and verified photo identification prior to granting facility access.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Completed full building and grounds patrols to spot and investigate concerns.
- Managed security staff rotation for position coverage on breaks.
- Trained security workers on site-specified procedures.
- Completed shift handover reports and debriefed next shift upon arrival.
- Provided first-line support to shift workers during incidents and escalated situations as appropriate.
- Recorded daily security occurrences in site assignment log.
- Conducted fire drills and other simulated emergencies to determine overall site safety.
- Performed security investigations and reported findings to client management.
- Monitored and evaluated performance of security personnel and provided feedback to improve performance.
- Assessed electronic security systems and reported malfunctions.
- Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
- Responded quickly to incidents and assessed active situations for security concerns.
Customer Service/Supervisor
Loan Mart
11.2016 - 12.2017
- Supervised a team of 10 customer service representatives, providing guidance and support to ensure exceptional customer experiences
- Developed and implemented training programs to enhance team members' product knowledge and communication skills
- Monitored and analyzed customer service metrics to identify areas for improvement and implement strategies to increase customer satisfaction
- Resolved complex customer issues in a timely and efficient manner, escalating to management when necessary
- Collaborated with other departments to streamline processes and improve cross-functional communication for a more seamless customer experience.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Completed bi-weekly payroll for 130 employees.
- Improved office operations by automating client correspondence, record tracking and data communications.
Assistant Management
CVS Pharmacy
05.2014 - 12.2016
- Supported the store manager in daily operations, including inventory management, scheduling, and staff supervision
- Implemented new customer service initiatives that increased overall customer satisfaction by 15%
- Assisted in creating and maintaining visual merchandising displays that led to a 10% increase in sales
- Conducted regular staff training sessions on product knowledge, sales techniques, and company policies
- Collaborated with other assistant managers to streamline processes and improve overall efficiency in the store.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Medical Receptionist
UCLA Medical Center
02.2012 - 01.2014
- Greeted patients in a friendly and professional manner, creating a welcoming and comforting environment in the medical office
- Managed busy phone lines, scheduling appointments, and answering inquiries from patients and staff promptly and accurately
- Verified insurance information and collected co-pays from patients, ensuring accurate and timely processing of payments
- Maintained organized patient records, ensuring confidentiality and compliance with HIPAA regulations
- Assisted with administrative tasks such as filing, faxing, and sorting mail to support the smooth operation of the medical practice.
- Checked patient insurance, demographic, and health history to keep information current.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Maintained current and accurate medical records for patients.
- Supported office staff and operational requirements with administrative tasks.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
Education
No Degree -
Security Guard Card
Los Angeles, CACertification - Phlebotomy
American Career College
Los Angeles, CA01.2014
BBA - Business
USC - Los Angeles
Los Angeles, CA06.2011
Skills
- Insurance verifying
- Bookkeeping Support
- System updates
- Onsite tours
- Medical Billing
- Patient greeting
- Interpreting physician orders
- Reception Management
- Appointment Scheduling
- Medical insurance
- Sterilization procedures
- Payment Collection
- Insurance Verification
- Customer Service
- Patient Intake
- Data entry proficiency
- Office Administration
- Medical terminology knowledge
- Document filing
- General security
- Security evaluation
- Security Reporting
- Security patrolling
- Baggage security
- Security Regulations
- Check-in coordination
Software
Epic software
Medical Terminology
Microsoft software
Billing specialist
Management
Patient Care
Booking keeping
190- 205 WPM
Security Supervisor
Timeline
Patient Service Representative
Cedars Sinai Medical Center–
01.2024 - Current
Security Project Manager
Real Property Management
02.2023 - 01.2024
Human Resources Administrator
Rume Health
10.2022 - 02.2023
Medical Billing
Kaiser Permanente
01.2021 - 12.2022
Security Supervisor
Blackstone Consulting Inc
01.2018 - 12.2020
Customer Service/Supervisor
Loan Mart
11.2016 - 12.2017
Assistant Management
CVS Pharmacy
05.2014 - 12.2016
Medical Receptionist
UCLA Medical Center
02.2012 - 01.2014
No Degree -
Security Guard Card
Certification - Phlebotomy
American Career College
BBA - Business
USC - Los Angeles
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