Shanelle Phillips
Frankfort,KY
Summary
Someone who is consistently growing and takes the time to continue learning even though it’s not a direct requirement of the job. I find that many times, my professional growth is based on what I study, both directly and indirectly related to work.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Patient Access Registrar
Frankfort Regional Medical Center
02.2025 - Current
- Optimized appointment scheduling by accurately recording patient preferences and availability while balancing provider schedules.
- Improved patient satisfaction by efficiently registering patients and verifying insurance information.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Determined patient financial needs and referred eligible patients to proper county, state, or federal agencies to obtain financial assistance.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Contributed to reduction of accounts receivables by adhering to predetermined policies and procedures to recover amounts due from patients.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Resolved patient financial problems with guidance from documented guidelines and procedures.
- Enhanced communication between medical staff and patients, providing clear explanations of procedures and policies.
- Demonstrated empathy and understanding toward patients facing difficult medical situations, offering support when needed.
- Developed a comprehensive understanding of medical terminology, aiding in the accurate documentation of patient visits and diagnoses.
- Collaborated with interdisciplinary teams to ensure seamless coordination of care during the registration process.
Customer Service Representative
Medicare Disenrollment & Cancellation, Humana, Inc. Limited Term
10.2021 - 03.2022
- Receive Inbound calls Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it
- Escalates unresolved and pending customer grievances
- Decisions are typically focused on interpretation of area/department policy and methods for completing assignments.
Appointment Specialist Supervisor
Everyday Matters
05.2014 - 04.2021
- Call potential customers by following calling list provided by supervisors
- Greet customers as they pick up the phone and introduce yourself and the company
- Provide information regarding the service or product in question
- Answer any questions that the potential customer asks to the best of ability
- Take information from potential customers regarding their specific product or service needs
- Jot down all information on a piece of paper or directly on to the company database
- Ask potential customers of a particular time when they will be free to receive calls
- Set appointments with potential customers at their convenience
Direct Support Professional
Community Choices Unlimited
05.2012 - 02.2013
- Empowering lives for children with disability by assisting clients
- With day to day living
- Provide transportation from day center to their home
- Administered medications daily
- Stayed in home with each client, prepare meals
- Develop and maintain a positive and effective relationship with their family
Cashier
Taco Bell
09.2008 - 05.2012
- Receive food orders from customers
- Maintain positive and friendly attitude
- Greet customers, resolve customer complaints, answering customers questions and provide customer service
Registrar
Office Kentucky State University
08.2007 - 05.2009
- Filed paperwork and made copies for the staff
- Provide guidance on how to schedule classes
- Maintain student records
Education
Early Childhood Education
Kentucky State University
Frankfort, KY05.2012
Diploma - Business Administration And Management
Butler Traditional High School
Louisville, KY05.2007
Skills
- Medical Records
- Customer Service
- Pharmacy Inquires
- Typing
- Problem Solving
- Issue and Complaint Resolution
- Customer Account Management
- Data Entry and Maintenance
- Understanding Customer Needs
- Customer Data Confidentiality
- Friendly, positive attitude
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Certification
Activities
CPR/ First Aid May 2020
Timeline
Patient Access Registrar
Frankfort Regional Medical Center
02.2025 - Current
Customer Service Representative
Medicare Disenrollment & Cancellation, Humana, Inc. Limited Term
10.2021 - 03.2022
Appointment Specialist Supervisor
Everyday Matters
05.2014 - 04.2021
Direct Support Professional
Community Choices Unlimited
05.2012 - 02.2013
Cashier
Taco Bell
09.2008 - 05.2012
Registrar
Office Kentucky State University
08.2007 - 05.2009
Early Childhood Education
Kentucky State University
Diploma - Business Administration And Management
Butler Traditional High School
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