Summary
Overview
Work History
Education
Skills
Certification
Additional Information - Authorized To Work
Timeline
Generic

Shanell Cooper

Sacramento,CA

Summary

Dedicated customer service professional motivated to maintain customer satisfaction and eager to bring healthcare experience to contribute to company success. Reliable and driven, with strong time management and prioritization abilities. Experienced in working in high-load environments such as hospitals and call centers. Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook and Access) as well as office equipment (Multi-lines, copiers, Printers, Fax, Scan and E-mail). Ability to observe Privacy and HIPAA regulations with compassion.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Lead Customer Service Representative

Health Net
Sacramento, CA
08.2018 - Current
  • Monitored team performance and provided feedback for improvement.
  • Monitored team performance metrics and identified areas for improvement.
  • Handled inquiries from customers regarding product information or services offered.
  • Conducted regular staff training sessions on customer service techniques.
  • Tracked customer issues and worked closely with relevant teams to resolve them quickly.
  • Assisted in resolving escalated customer complaints.
  • Generated weekly, monthly, quarterly reports summarizing key performance indicators for management review.
  • Coordinated with other departments to ensure a smooth workflow across all channels of communication.
  • Trained new employees on company customer service policies and service level standards.
  • Directed inbound calls in phone queues to improve call flow.
  • Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.

Medication Technician

Brookedale Senior Living
Sacramento, CA
01.2016 - 03.2025
  • Complied with applicable laws governing drug distribution practices.
  • Participated in continuing education programs related to medication management.
  • Collaborated with other healthcare professionals in order to provide comprehensive care for patients.
  • Adhered to HIPAA regulations when handling confidential patient information.
  • Verified expiration dates on all medications prior to dispensing them.
  • Ensured that all prescribed medications were taken as ordered by physician.
  • Disposed expired drugs according to regulatory standards.
  • Assisted in the preparation and delivery of medications to patients.
  • Observed and reported any changes in patient condition or behavior associated with medications.
  • Monitored vital signs before administering medications.
  • Maintained accurate records of all medication administered to residents.
  • Performed quality assurance checks for accuracy of medication administration.
  • Maintained confidentiality of patient health information at all times.
  • Prepared various medications per shift to distribute to patients orally, topically, or through inhalation.
  • Prevented spread of infection by consistent hand washing, universal precautions and special isolation procedures.

Certified Nursing Assistant

Comfort Keepers
Sacramento, USA
09.2012 - 12.2016
  • Read and recorded temperature, pulse and respiration.
  • Collected urine and fecal samples.
  • Support duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
  • Assisted with adequate nutrition and fluid intake.
  • Directed patients in prescribed range of motion exercises and in the use of braces or artificial limbs.
  • Provided transportation, assistance and companionship to clients.
  • Cleaned and organized patients' living quarters.
  • Performed household tasks such as laundry, dusting, washing dishes and vacuuming.
  • Assisted with transferring residents in and out of wheelchairs and adaptive equipment.
  • Provided personal nursing care in pre- and post-operative situations.

Healthcare Customer Service Representative

Chime Solutions
Sacramento, USA
10.2015 - 02.2016
  • As a healthcare customer service representative I was thoroughly familiarized with the company's line of insurance products and coverage options to help potential customers select the most appropriate type of coverage for their unique individual needs.
  • I described the benefits and coverage associated with different types of health care plans and describe exclusions and non-covered treatment approaches.
  • This involves interpreting the terms of individual policies and offering suggestions for consumers on how to go about comparing different covered treatment options.
  • I am responsible for pre-authorization request, investigating policy coverage and fully explaining the findings to consumers as well as providing confirmation authorization for services and verifying coverage to a customer's health care provider.
  • Assisting customers with determining whether a physician or health care provider is covered under their policy or 'in network.'
  • Assisting customers if they have questions with regard to deductibles, co-pays and insurance payments as they relate to different forms of care.
  • I received #1 in Adherence, Quality, 0 Callback Zone and Perfect Attendance for the Months of October and November 2015.
  • I also received a $1000 bonus in December 2015 for my outstanding performance.
  • Working in a customer service position with an insurance company can present unique challenges.
  • In addition to being well-versed in an insurance company's policies and procedures, I am required to make judgment calls on a variety of different issues.
  • Because of the nature of the industry, sometimes I might deal with customers when they are facing frustrating health-related personal situations, which requires a compassionate nature and the ability to stay calm and professional.

Certified Nursing Assistant

Villa Las Palmas
El Cajon, USA
11.2008 - 11.2009
  • Read and recorded temperature, pulse and respiration.
  • Collected urine and fecal samples.
  • Assisted with adequate nutrition and fluid intake.
  • Cleaned and organized patients' living quarters.
  • Positioned residents for comfort and to prevent skin pressure problems.
  • Assisted with transferring residents in and out of wheelchairs and adaptive equipment.
  • Provided personal nursing care in pre- and post-operative situations.
  • Charted daily information on the residents such as mood changes, mobility activity, eating percentages, and daily inputs and outputs.
  • Promoted continuity of care by accurately and completely communicating to other caregivers the status of patients for which care is provided.
  • Recognized and reported abnormalities and/or changes in patients' health status to nursing staff.

Pharmacy Technician

Ralph's Pharmacy
San Diego, USA
09.2003 - 03.2004
  • Entered new patient profiles and prescriptions into medication input software system.
  • Communicated directly with doctors' offices via telephone, fax and email.
  • Provided friendly customer service at prescription drop-off and pick-up counters.
  • Worked closely with pharmacists and used medication input software to safely and accurately dispense medication.
  • Efficiently answered multi-line phone and processed high volume of order requests from nurses, doctors and pharmacists.
  • Accurately pulled medications from the shelves for Pyxis replenishment and delivered them to the various patient care areas.
  • Maintained drug inventory levels by ordering necessary medications and supplies and verifying deliveries against purchase orders.
  • Verified patient data and billing information.
  • Verified accuracy and completeness of information on prescription and refill requests.
  • Mixed various pharmaceutical preparations according to written prescriptions.
  • Strictly maintained customer and patient confidentiality.

Education

CNA Certification -

Golden Care Academy
San Diego, CA
01.2007

Pharmacy Technician License -

United Education Institute
San Diego, CA
01.2003

Skills

  • Team leadership
  • Performance monitoring
  • Customer relationship management
  • Complaint resolution
  • Training coordination
  • Customer service
  • Positive and friendly
  • Call center experience
  • Data entry
  • Quality assurance

Certification

  • BLS, 11/01/18
  • CNA, 09/01/19

Additional Information - Authorized To Work

Yes

Timeline

Lead Customer Service Representative

Health Net
08.2018 - Current

Medication Technician

Brookedale Senior Living
01.2016 - 03.2025

Healthcare Customer Service Representative

Chime Solutions
10.2015 - 02.2016

Certified Nursing Assistant

Comfort Keepers
09.2012 - 12.2016

Certified Nursing Assistant

Villa Las Palmas
11.2008 - 11.2009

Pharmacy Technician

Ralph's Pharmacy
09.2003 - 03.2004

CNA Certification -

Golden Care Academy

Pharmacy Technician License -

United Education Institute

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