SHANI MATCHAM

Bloomington,CA

Summary

Dynamic healthcare professional with extensive experience at Optum, excelling in care plan development and compliance with health regulations. Proven ability to enhance patient support through effective resource referral coordination and exceptional communication skills. Recognized for implementing process improvements that significantly elevated service quality and patient satisfaction.

Overview

years of professional experience

Work History

SNF Care Coordinator

Optum

Ontario, CA

02.2020 - Current

Scheduled client appointments with medical specialists to ensure timely access to care.
Collaborated with interdisciplinary team members to review patient progress and plan interventions.
Supported clients throughout hospital admissions and discharges for smooth transitions.
Developed individualized care plans in coordination with healthcare professionals.
Ensured compliance with state healthcare regulations to maintain service quality.
Maintained accurate client records, adhering to agency policies and procedures.
Facilitated referrals to community resources, enhancing client support services.
Participated in staff meetings to discuss best practices in patient care coordination.

Customer Service Lead

Regal Medical Group

Redlands, CA

04.2016 - 01.2020

Facilitated regular meetings with senior management to report on customer service project progress.
Ensured compliance with consumer protection regulations through diligent oversight.
Resolved escalated issues from team members and customers efficiently.
Coordinated interdepartmental efforts to address customer concerns promptly.
Directed customer service staff activities, including training and performance management.
Conducted audits of call recordings and emails for quality assurance purposes.
Implemented processes to enhance resolution of customer service issues.
Trained new team members on service methods and evaluated performance using quality assurance metrics.

Customer Service Representative

Life Care Solutions

Redlands

05.2009 - 10.2015

Resolved customer complaints efficiently while maintaining company standards.
Monitored inventory levels, ordering supplies as necessary to prevent shortages.
Coordinated cross-departmental communication to expedite issue resolution.
Delegated tasks and established priorities to optimize team performance.
Provided mentorship to new employees on company programs and procedures.
Reviewed employee outputs for compliance with quality standards and protocols.
Recruited and selected candidates for vacant roles through interviews and assessments.
Issued work schedules and assigned duties to administrative staff, ensuring clarity.

Education

High School Diploma -

SANTA TERESA HIGH SCHOOL

SAN JOSE

05-1993

NURSING

San Bernardino Valley College

San Bernardino, CA

Skills

Care plan development
Health regulation compliance
Appointment scheduling
Resource referral coordination
Quality assurance auditing
Project management
Customer service excellence
Training and mentoring
Conflict resolution
Effective communication
Time management
Strategic planning
Health literacy
Care planning
Data entry
Healthcare
Clear communication
Multidisciplinary team collaboration
Organizational skills
Database coordination
Scheduling

Documentation proficiency
Resource allocation
Process improvements
HIPAA compliance
Patient education
Healthcare operations
Verbal and written communication
Multitasking and organization
Documentation
Medical terminology understanding
Discharge planning
Case management
Team collaboration
Problem-solving
Workflow management
Insurance practices
Empathy and compassion
HIPAA guidelines
Medicare compliance
Adaptability

References

References available upon request.

Timeline