Summary
Overview
Work History
Education
Skills
Timeline
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SHANILLE R. BANKS

SHANILLE R. BANKS

Memphis,TN

Summary

Communicative customer service professional that is motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

26
26
years of professional experience

Work History

Patient Care Coordinator

Team Health/ Access Nurse Call Center
11.2023 - 06.2025
  • Developed and implemented patient intake procedures to streamline workflow efficiency.
  • Collaborated with multidisciplinary teams to address patient needs and improve service delivery.
  • Evaluated patient feedback to identify areas for service enhancement and implement necessary changes.
  • Monitored regulatory compliance for patient care practices, ensuring adherence to industry standards.
  • Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
  • Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
  • Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
  • Developed proficiency in handling high-volume calls while maintaining a positive attitude.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

Customer Service Representative

Cigna/Express Scripts Remote
12.2017 - 10.2023
  • Work from queue to input data into system accurately and in a timely manner.
  • Review of patient demographic and existing patient history for accurate entry
  • Review and entry of physician demographics
  • Review and entry of referral drug and insurance information
  • Problem solving skills to help accurately index documents to patient chart.
  • Work on projects as assigned by management.
  • Participate in Web meetings and training from home.

Patient Service Representative

CVS Call Center
08.2021 - 10.2022
  • Responsible for scheduling prescription orders
  • Answered patient questions and fielded complaints to resolve issues.
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Coordinated with patients and healthcare professionals to meet patient needs.
  • Supported hospital and clinic operations using customer service skills and detailed system knowledge.
  • Documented and managed patient information in computer system
  • Referred patients to appropriate professionals and services.
  • Obtained insurance verification and authorization to submit financial clearance of patient accounts.
  • Utilized technology and specialized software to maximize productivity.
  • Coordinated insurance authorizations, collected co-payments, and resolved discrepancies.
  • Managed patient inquiries efficiently, ensuring timely assistance and satisfaction.

Medical Assistant/Medical Records Clerk

Women's Physician Group
04.2013 - 10.2016
  • Electronically created new medical records and retrieved existing medical records by gathering appropriate record folders and content; assigning and recording new record numbers; verifying existing record numbers; inputting and recording locations to computer; delivering records
  • Secured patient information and maintained patient confidence by completing and safeguarding medical records.
  • Measured vital signs and took medical histories to prepare patients for examination.
  • Incorporated outside records into charts and EHR
  • Documented notes during patient visits
  • Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
  • Conducted insurance verification and pre-certification and preauthorization functions.
  • Interviewed and engaged patients to obtain medical history, chief complaints, and vital signs.
  • Prepared treatment rooms for patients by cleaning surfaces and restocking supplies
  • Educated patients about medications, procedures, and physician's instructions.
  • Collected and prepared laboratory specimens and performed basic laboratory tests on the premises and disposed of contaminated supplies and sterilized medical instruments.
  • Scheduled appointments for patients via phone and in person.

Medical Assistant

Memphis Primary Care
09.2010 - 04.2013
  • Interviewed and engaged patients to obtain medical history, chief complaints, and vital signs.
  • Prepared treatment rooms for patients by cleaning surfaces and restocking supplies
  • Educated patients about medications, procedures, and physician's instructions.
  • Secured patient information and maintained patient confidence by completing and safeguarding medical records.
  • Assessed, documented, and monitored vital signs for patients within outpatient setting.
  • Maintained inventory, vaccination, and product expiration logs to record updated documentation for tracking purposes.
  • Conducted insurance verification and pre-certification and preauthorization functions.
  • Assisted with diagnostic testing by collecting and packaging biological specimens for internal and laboratory analysis.
  • Incorporated outside records into charts and EHR
  • Documented notes during patient visits.

Medical Assistant

Newstart Family & Obstetrics
07.2010 - 09.2010
  • Organized charts, documents and supplies to maintain team productivity.
  • Secured patient information and maintained patient confidence by completing and safeguarding medical records.
  • Maintained inventory, vaccination, and product expiration logs to record updated documentation for tracking purposes.
  • Documented notes during patient visits
  • Measured vital signs and took medical histories to prepare patients for examination.
  • Cleaned and maintained medical equipment following procedures and standards
  • Incorporated outside records into charts and EHR
  • Collected and prepared laboratory specimens and performed basic lab tests on premises.
  • Provided patient education.
  • Blood draw and venipunctures
  • Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
  • Performed preliminary physical tests to accurately record results in patient history summary.
  • Scheduled appointments for patients via phone and in person
  • Interviewed and engaged patients to obtain medical history, chief complaints, and vital signs.

Warehouse Associate

Staffline Services
07.2006 - 07.2010
  • Processed, packaged, and shipped orders accurately.
  • Inspected products for defects and damage, organized warehouse space.
  • Abided by all company safety guideline regulations.
  • Maintained above mandatory performance goals.
  • Picked and prepared numerous daily shipments in controlled atmosphere warehouse environment
  • Packed and labeled merchandise to prepare for loading and shipment to customers.
  • Received deliveries, scanned packages, and updated orders in internal database.
  • Stored items in orderly and accessible manner in warehouse tool rooms, supply rooms, or other areas
  • Updated inventory and production information using warehouse management systems and scanner guns.
  • Processed requests and supply orders and pulled materials to successfully prepare orders.

Room Service Cashier

Horseshoe Casino Robinsonville
05.2005 - 07.2006
  • Obtained payment for customers' room service purchases; maintained checkout operations by following policies and procedures.
  • Reported needed changes; contributed to team effort by accomplishing related results as needed.
  • Managed customer complaints and concerns, escalating complex issues to direct supervisor for quick resolution.
  • Stocked convenience items to maintain product levels.
  • Greeted customers promptly and responded to questions.
  • Maintained work area and kept cash drawer organized.
  • Counted and balanced cashier drawers
  • Answered phone calls to assist customers with questions and orders.
  • Processed efficient and accurate cash, check, debit, and credit card payments using Point-of-Sale system.
  • Assisted customers by providing information and resolving complaints.

Mail Clerk

Internal Revenue Service
01.1999 - 05.2005
  • Sorted incoming and outgoing mail for distribution, separated mail according to destination and type.
  • Readdressed undeliverable mail bearing incomplete or incorrect address.
  • Maintained mandatory processing goal for each shift.
  • Received, sorted, and organized incoming letters and packages.
  • Operated mail processing equipment and manually sorted mail.
  • Organized and monitored mail supplies and general office supplies for mailroom.
  • Loaded mail into cart to prepare for interdepartmental delivery route.
  • Loaded letters into automated processing equipment and maintained continuous flow when feeding letters to be sorted.
  • Identified undeliverable mail and applied markups to return to sender.
  • Placed letters in individual mail slots for internal staff pickup.
  • Delivered mail by dropping off to recipients within organization.

Education

Bachelor of Science - Business/Health Administration

Strayer University
Memphis, TN
12-2029

Diploma - Medical Assistant

Concorde Career College
Memphis, TN
10.2010

Diploma -

Central High School
Memphis, TN
06.1997

Skills

  • Call center customer service
  • Resolving issues
  • Call center operations
  • Communicating with clients
  • Customer communications
  • Call control
  • Data Entry and Maintenance
  • Call Documentation
  • Courteous with Strong Service Mindset
  • Data Entry
  • Creative Problem Solving
  • 65-75 wpm Typing Speed
  • Calm and Professional Under Pressure
  • Customer Account Management
  • Building Customer Trust and Loyalty
  • Understanding Customer Needs
  • Multitasking and Prioritization
  • Efficient and Detail-Oriented
  • Technologically Savvy
  • Call Center Operations
  • Problem-solving skills
  • Inbound phone calls

Timeline

Patient Care Coordinator

Team Health/ Access Nurse Call Center
11.2023 - 06.2025

Patient Service Representative

CVS Call Center
08.2021 - 10.2022

Customer Service Representative

Cigna/Express Scripts Remote
12.2017 - 10.2023

Medical Assistant/Medical Records Clerk

Women's Physician Group
04.2013 - 10.2016

Medical Assistant

Memphis Primary Care
09.2010 - 04.2013

Medical Assistant

Newstart Family & Obstetrics
07.2010 - 09.2010

Warehouse Associate

Staffline Services
07.2006 - 07.2010

Room Service Cashier

Horseshoe Casino Robinsonville
05.2005 - 07.2006

Mail Clerk

Internal Revenue Service
01.1999 - 05.2005

Diploma - Medical Assistant

Concorde Career College

Diploma -

Central High School

Bachelor of Science - Business/Health Administration

Strayer University