Shannon Easley

• Create custom clothing and décor
• Create custom designs
• Manage social media accounts and marketing
• Manage website
• Meet deadlines for customer orders
• Create custom orders for other small businesses
• Set-up at vendor events to sell items and reach a wider audience
• Work with third-party vendors
• Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.

During my 14 years of employment with the company, I served as a liaison across several departments, working directly under the Owner. At the time of leaving the company I was directly over the Intake and Respiratory Department.

Intake Manager

• Managed initial client interactions, improving onboarding process through personalized communication.
• Developed strategies to optimize client intake, resulting in smoother transitions.
• Oversaw intake staff to ensure consistent application of company protocols.
• Conducted training sessions for staff to elevate service standards during intake.
• Assign all new orders
• Manage the high complex foster families and/or parents
• Maintain the children calling list when customer service receives a new patient that needs to be called monthly; print the call list each month and assign to customer service
• Work with customer service if they have problems getting items approved through insurance and it is medically necessary.

Quality Assurance

• Print monthly renewal list and separate between renewal team staff
• Work closely with customer service on problem accounts
• Work all patient-owned equipment repair orders
• Print/Manage the monthly kid call lists
• Convert all rental equipment when it becomes patient owned

Billing

• Review billing errors made by either billing or customer service
• Work monthly end of month report
• Denials / Appeals
• Help billing on problems with accounts
• Confirm all exchange/pick up tickets
• Assist billers in getting new private insurance information from patients
• Review all monthly donations
• Manually enter all Box19 codes monthly
• Assist each billing person with questions they have regarding authorizations, allowable, or etc

Delivery

• Set ticket printing dates monthly with leadership
• Work UPS Returns if order comes back (Customer Service)
• Work/Assign all problem tickets after deliveries are made
• Sign off on all priorities and single-line items being sent out
• Print tickets as needed
• Occasionally assist with after hour patient calls to help service tech

Respiratory

• Print monthly oxygen maintenance tickets for all locations
• Coordinate new setups between Customer Service and Respiratory Therapist
• Intake on new patients
• Print miscellaneous tickets as needed
• Train Respiratory Therapist on software for documentation

Inventory

• Review inventory HCPCS coding and pricing
• Call manufacturers to get dates on patient owned equipment if the Respiratory Therapist repair in office
• When product codes/packaging change I must ensure all patients’ accounts get updated correctly
• Confirm all serialized equipment and pick up tickets
• Maintain DME serialized inventory and make sure warehouses, if broken list serial number as broken
• Responsible for coding and pricing all new inventory products
• When we change to different products get with software company to do the product conversion

Satellite Locations

• Assist with problems they have
• Train on main office procedures
• Manage all tickets between locations to ensure we get back in a timely manner.
• If patient owned equipment breaks, work on getting repaired and when equipment comes back sure it gets delivered back to patient and loaner is picked up
• Attend Children Networking Meetings
• Attend Star Plus meetings and help inform staff of the changes