SHANIKA AUSTIN
ZEPHYRHILLS,FL
Summary
Organized and dependable professional successful at providing outstanding customer service and managing multiple priorities with a positive attitude. Seeking to maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Patient Intake Coordinator
Centerwell Home Health formerly Kindred At Home
07.2018 - Current
- Communicated with healthcare facilities to obtain and monitor status of current patients to ensure timely resumption of home health services for multiple branches
- Transcribed data from Microsoft Outlook into Microsoft Excel spreadsheet for tracking purposes, entered incoming home health referrals into an electronic medical records system.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
CVS Tech Review Technician
Healthplan Services
11.2017 - 06.2018
- Reviewed and processed coverage determinations for Silverscript members.
- Applied prior authorization criteria for medications to make coverage determination decisions based on defined criteria and documented into the supported database system
- Notified physicians, providers and members of coverage determination decisions
Senior Customer Service Representative
Terminix
06.2017 - 11.2017
- Managed calls from Terminix customers and technicians regarding account, billing, and/or service information.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
Senior Concierge Specialist
Freedom Healthcare
10.2016 - 03.2017
- Managed escalated calls from health plan members and providers.
- Coordinated with internal departments and researched claims, grievances/appeals, and member accounts to assist in escalated issues.
- Prioritized and managed caseload to ensure members/providers receive resolution timely
Client Services Specialist
CareCentrix
10.2011 - 09.2016
- Facilitated home health care needs and medical equipment referrals.
- Prioritized and managed caseload to ensure patients received services timely.
- Provided exceptional customer service and issue resolution to both internal and external customers for appeals and grievances.
Customer Service Representative
Vangent, Inc
06.2011 - 10.2011
- Answered incoming calls from Medicare beneficiaries, doctors, providers, and pharmacists
- Informed members about Medicare coverage options as well as assisted with enrollment.
- Utilized provided call scripts to assist with providing exceptional customer service.
Medical Assistant
Tampa Family Health Centers
09.2009 - 02.2011
- Triaged patients to obtain vital signs and reason for visit to record in patient’s electronic medical record.
- Prepared patient rooms to assist physician with examinations, procedures, and treatments.
- Performed front desk/office duties and laboratory collections.
Education
Medical Assistant Certification -
Ultimate Medical Academy
High School Diploma -
East Bay High School
Skills
- Time Management
- Office Equipment Operation
- Critical Thinking / Problem Solving
- Effective Communication / Telephone Etiquette
- Medical Terminology Knowledge
- Customer Service / Active Listening
- Multitasking Abilities / Data Entry
- Computer Literacy / Microsoft Office proficiency
- Insurance verification / Diagnosis coding
Timeline
Patient Intake Coordinator
Centerwell Home Health formerly Kindred At Home
07.2018 - Current
CVS Tech Review Technician
Healthplan Services
11.2017 - 06.2018
Senior Customer Service Representative
Terminix
06.2017 - 11.2017
Senior Concierge Specialist
Freedom Healthcare
10.2016 - 03.2017
Client Services Specialist
CareCentrix
10.2011 - 09.2016
Customer Service Representative
Vangent, Inc
06.2011 - 10.2011
Medical Assistant
Tampa Family Health Centers
09.2009 - 02.2011
Medical Assistant Certification -
Ultimate Medical Academy
High School Diploma -
East Bay High School
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