Shannon Carman
Denver,CO
Summary
Results-driven Senior Member Advisor skilled in customer service, effective communication, and problem resolution. Proven track record in training and workflow optimization, contributing to successful team collaboration and enhanced patient experiences.
Overview
22
22
years of professional experience
Work History
Staff Trainer
One Medical
San Francisco
05.2016 - 02.2026
- Developed training materials for new staff onboarding processes.
- Conducted hands-on training sessions for clinical and administrative staff.
- Collaborated with management to identify training needs and goals.
- Evaluated training effectiveness through feedback and assessments.
- Implemented best practices in staff development and performance improvement.
- Maintained up-to-date knowledge of healthcare regulations and compliance standards.
- Provided guidance when needed regarding usage of various software applications used within the organization's operations.
- Monitored progress of trainees to evaluate their understanding of topics covered during instruction.
- Tracked attendance at all classes, workshops, sessions conducted by the Training Department.
Senior Member Advisor
One Medical
San Francisco
05.2016 - 02.2026
- Assisted in onboarding new members, ensuring a smooth transition into services.
- Guided members in navigating healthcare options and services effectively.
- Implemented member feedback programs to improve service delivery and satisfaction.
- Mentored junior staff on best practices for member engagement and support.
- Managed scheduling systems for appointments, optimizing workflow efficiency across teams.
- Monitored customer feedback surveys to identify areas of improvement in service delivery.
Patient Care Coordinator
One Medical
San Francisco
05.2016 - 02.2026
- Assisted patients with insurance inquiries and benefits verification.
- Educated patients on health services and available resources.
- Maintained accurate patient records and updated information regularly.
- Maintained accurate records of all patient care activities using electronic health record systems.
- Scheduled appointments for patients and coordinated follow-up visits as needed.
- Assisted in creating a positive environment for patients, family members, and staff by providing excellent customer service.
- Established strong work network by building professional relationships with physicians and fellow employees.
Respiratory Therapist
Shands Starke Regional Medical Center
Starke
01.2004 - 01.2016
- Monitored patient vital signs and oxygen levels during treatment sessions.
- Collaborated with healthcare team to create patient care plans.
- Administered respiratory therapies to patients with various respiratory conditions.
- Educated patients and families on proper use of respiratory equipment.
- Conducted diagnostic tests to assess lung function and capacity.
- Assisted in emergency response situations for critical care patients.
- Provided emergency care when required including performing cardiopulmonary resuscitation.
- Set up and monitored mechanical ventilators and handled associated critical care duties.
- Performed bronchopulmonary drainage and assisted patients with breathing exercises.
- Performed diagnostic tests such as arterial blood gas analysis, pulmonary function testing and sleep studies.
- Attended staff meetings, educational conferences and seminars related to respiratory therapy practice.
Education
Associate of Science - Respiratory Therapy
Santa Fe College
Gainesville, Florida, FLSkills
- Electronic health records
- Health services navigation
- Customer service
- Workflow optimization
- Critical thinking
- Effective communication
- Problem resolution
- Team collaboration
- Money handling
- Multi-line phone systems
- Inbound call answering
- Translation and interpretation services
- Investigate claims
- Data entry
- Inbound and outbound calling
- Account reconciliation
- Issue and complaint resolution
- Administrative and office support
- Trained in Salesforce
- Problem-solving skills
- Customer service excellence
- Stress tolerance
- Customer account management
Certification
- Respiratory Therapist License - 2003
Accomplishments
Continuous 100% score for Quality Assurance
Successfully trained new cohorts of up to 20 people
Assisted with piloting virtual triage for patients
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Staff Trainer
One Medical
05.2016 - 02.2026
Senior Member Advisor
One Medical
05.2016 - 02.2026
Patient Care Coordinator
One Medical
05.2016 - 02.2026
Respiratory Therapist
Shands Starke Regional Medical Center
01.2004 - 01.2016
Associate of Science - Respiratory Therapy
Santa Fe College