Shanna Charles

• Ensure timely delivery of medication and equipment vital for home-based patient support with chronic conditions or injuries.
• Ensured compliance with safety protocols during all transportation activities.
• Provided exceptional customer service while interacting with medical professionals and staff.
• Picked up medical specimens from local care providers for delivery to laboratory.
• Provided exceptional customer service during interactions with clients.
• Followed established protocols when transporting hazardous materials.
• Assisted in loading and unloading items into vehicles as needed.
• Responded quickly to any changes or requests from dispatch personnel.
• Adhered to HIPAA regulations when handling sensitive materials.
• Utilized GPS navigation technology for efficient routing of deliveries.
• Verified orders for accuracy before deliveries were made.

• Manage incoming and outgoing calls for roadside assistance services.
  Coordinate towing, battery jumps, and lockout services efficiently.
  Provide timely responses to customer inquiries regarding roadside assistance.
  Maintained accurate records of service requests and resolutions.
• Track daily performance metrics such as average wait times and first call resolution rates.
• Maintained a high level of professionalism when interacting with customers.

• Entered data accurately into company systems for record management.
• Collaborated with team members to improve data entry processes.
• Achieved typing speed of 49 words per minute.
• Maintained an output rate of 13,000 key strokes per hour.
• Demonstrated proficiency in data entry tasks with high accuracy and efficiency.

• Managed daily store operations and ensured compliance with company policies.
• Developed staff schedules to optimize coverage during peak hours.
• Conducted regular audits to ensure accurate cash handling procedures.
• Facilitated customer service initiatives to address inquiries and resolve issues.
• Recruited, trained and supervised new employees.
• Conducted daily store operations, including opening and closing procedures and cash handling.
• Managed inventory tracking and physical inventory counts to minimize loss.
• Resolved customer complaints in a timely manner.
• Created weekly work schedules for store personnel.
• Oversaw inventory management through cycle counts, audits and shrinkage control.

Managed coding standards and procedures to enhance compliance and accuracy.

• Initiated follow-up processes, identifying rejected claims and reducing unpaid aged claims.
• Mentored junior staff on technical aspects of medical billing and coding.
• Maintained accurate records of patient visits, billing information, and medical histories.
• Reviewed medical charts to ensure accuracy of patient information and coding.
• Investigated unresolved issues regarding claim denials, payment discrepancies, and billing errors.
• Utilized medical billing software to track denied claims efficiently.
• Minimized unpaid denials by 65%
• June 2005 – June 2008

• Managed inbound calls to address patient inquiries and concerns.
• Resolved billing inquiries by reviewing accounts and explaining charges clearly.
• Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
• Adhered to HIPAA regulations when handling confidential patient information.
• Worked collaboratively with other departments such as billing, coding, clinical documentation improvement specialists when necessary.
• Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
• Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.