Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shanice Coates

Accokeek,MD

Summary

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

9
9
years of professional experience

Work History

Patient Service Representative Team Lead

RadNet
10.2019 - Current
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Cross-trained existing employees to maximize team agility and performance.
  • Onboarded new employees with training and new hire documentation.
  • Verified insurance eligibility and coverage for patients.
  • Entered patient demographic and insurance data into electronic medical record system.
  • Built and maintained positive working relationships with patients and staff.
  • Took copayments and compiled daily financial records.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Handled customer service inquiries in person, via telephone and through email.
  • Managed patient registration process, confirming data accuracy and completeness.
  • Balanced deposits and credit card payments each day.
  • Trained new staff on filing, phone etiquette and other office duties.
  • Established team priorities, maintained schedules and monitored performance.
  • Launched quality assurance practices for each phase of development
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Worked with patients to ascertain issues and make referrals to appropriate specialists.
  • Recommended service improvements to minimize recurring patient issues and complaints.
  • Delivered support to medical staff in completion of patient paperwork.
  • Resolved customer complaints using established follow-up procedures.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.

Deli Clerk

Giant Food Stores LLC
12.2016 - 09.2019
  • Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments, and garnishes.
  • Prepared and submitted weekly deli sales reports to highlight popular and fast-selling items and identify buying patterns.
  • Greeted customers at counter to fulfill requests and answer questions.
  • Listened carefully to customer instructions and prepared orders according to those preferences.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
  • Filled out daily shift log to record amount of food prepared, used and leftover.
  • Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
  • Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
  • Monitored inventory levels to order new supplies and maintain consistent stock.
  • Delivered exemplary customer service to guests, even in peak business periods to promote retention.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices.
  • Learned other teammates' work tasks to train as backup.

Assistant Manager

Lids Locker Room PG
08.2014 - 09.2016
  • Promotes sales by demonstrating merchandise and products to customers
  • Prepares reports by collecting, analyzing, and summarizing information
  • Evaluates competition by visiting competing stores; gathering information such as style, quality, and prices of competitive merchandise
  • Supervised day-to-day operations to meet performance, quality and service expectations
  • Created employee schedules to align coverage with forecasted demands.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Payroll
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

Education

Potomac High School Oxon Hill
Oxon Hill, MD
06.2011

Skills

  • HIPAA Compliance
  • Word Processing
  • Team Management
  • Prepare Reports
  • Customer Satisfaction
  • Counseling and Guidance
  • Patient Greeting
  • Medical Insurance

Timeline

Patient Service Representative Team Lead

RadNet
10.2019 - Current

Deli Clerk

Giant Food Stores LLC
12.2016 - 09.2019

Assistant Manager

Lids Locker Room PG
08.2014 - 09.2016

Potomac High School Oxon Hill

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Shanice Coates