Shannon Thompson
Commerce City,CO
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
20
20
years of professional experience
Work History
Patient Relations Specialist
Cone Health
07.2023 - Current
- Served as primary liaison on the grievance team (Quality & Accreditation department) for patients and families post-visit, managing 20-30 calls per day regarding inquiries and grievances to ensure exceptional care experiences
- Implemented hospital policies and adhered to CMS regulations in addressing patient complaints and grievances, ensuring compliance and patient satisfaction
- Maintained meticulous documentation of all patient interactions and communications with department leaders, ensuring transparency and accountability
- Facilitated swift resolution of patient concerns by prioritizing patient perspectives and collaborating closely with department directors
- Provided critical insights to improve service delivery across Health System by identifying trends and conducting basic data analysis of grievances
Customer Service Advisor
Nelnet
09.2021 - 06.2023
- Developed rapport with customers, fostering long-term relationships and repeat business
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills
- Managed approximately 50 customer call per day while providing exceptional support during peak periods or staff shortages, maintaining high levels of productivity
- Leveraged CRM tools to track customer interactions, ensuring seamless communication across multiple channels
- Participated in cross-functional projects aimed at improving overall company performance and customer experience
- Continuously sought opportunities for personal development through ongoing training programs
Administrative Assistant
The Mental Health Center of Denver
10.2019 - 08.2021
- Created white glove customer service experience for guests through professional conduct and exceptional support at front desk
- Ensure front desk and lobby are aesthetically pleasing, safe, and friendly for all guests
- Receive and screen clinic telephone communications ensuring callers are directed to appropriate destination in timely fashion
- Maintain Outlooks calendar, tasks, room reservations and meetings, and fulfill email requests as appropriate
- Maintain each consumer’s HIPAA rights, and other protections of confidentiality and privacy
Office Administrator / Medical Receptionist
Steven A. Cohen Military Family Clinic at the University of Colorado
12.2018 - 10.2019
- Working with cross functional teams to establish SOP for front desk employees, as well as Telehealth scheduling
- Triaging and scheduling average of 40 patients daily to assess critical mental health needs
- Scheduling all in-person and Telehealth appointments for all 4 clinicians
- Trouble shoot any technical difficulties during virtual patient sessions
- Office liaison for internal and external medical care providers
Medical Receptionist
AFC Urgent Care Denver East
10.2017 - 12.2018
- Responsible for training all existing medical personnel and new employees on proper procedures to manage front desk operations
- Filing confidential patient records
- Checking in patients and pre-registering
- Confirming insurance eligibility for all patients
- Balancing and record keeping of patient’s financial account
Administrative Assistant / Assistant Technical Aide
Vista Eye Care
12.2016 - 09.2017
- Administered eye exam and captured critical medical information to assist provider in treating patients efficiently during appointments
- Responsible for scheduling all medical referrals for outside specialty appointments
- Worked with Denver VA and HealthNet to schedule veterans through Choice Program
Medical Support Assistant for the Veterans Choice Program (contract)
U.S. Department for Veteran Affairs
10.2014 - 04.2016
- Veterans choice program was formed for Veterans that had been wait listed for years to see provider – personally responsible for approximately 100 veteran calls per day to set up appointments with audiologists
- Updated critical patient medical records
- Responsible for scheduling veteran follow–up appointments with providers
- Assisted with minor case management issues
Event Coordinator
Sage Hospitality - Holiday Inn Denver East Stapleton
03.2013 - 07.2014
- Served as liaison between hotel and clients
- Responsible for gathering all relative contracted details from each group and client
- Up-sold clients on hotel amenities and services
- Conducted BEO meetings and prepared Group Resume for weekly Operations Meetings
Front Desk Associate
Sage Hospitality - Holiday Inn Denver East Stapleton
01.2012 - 03.2013
- Greeted and checked-in guests upon arrival with friendly and positive demeanor
- Responsible for reconciling guests’ accounts upon departure
- Answered guest inquiries and attended to guest requests for duration of their stay
- Promoted to Event Coordinator in March 2013
Customer Service Advisor
Convergys
01.2009 - 01.2010
Career Service Advisor
Denver School of Massage Therapy
01.2007 - 01.2009
Resource Desk Coordinator
ADT Security Services
01.2005 - 01.2007
Skills
- Account Management
- Healthcare industry understanding
- Professionalism and Ethics
- Multitasking and Organization
- Customer Service
- HIPAA Compliance
- Problem-Solving
- Regulatory Compliance
- Relationship Building
- EMR Updating
- Payment Processing
- Complaint Investigation
Area Of Expertise
- Microsoft Office
- Data Entry (45 wpm)
- Process Improvement
- Process Implementation
- DOMA, VISTA and CPRS
- Proficient in Delphi and Opera
- EMR, DocuTap, Clockwise, Evolv
- Telehealth
- Epic Systems
Professional Statement
I am a highly motivated and organized professional with a proven record of thinking outside of the box to provide the best administrative solutions and patient care possible.
Timeline
Patient Relations Specialist
Cone Health
07.2023 - Current
Customer Service Advisor
Nelnet
09.2021 - 06.2023
Administrative Assistant
The Mental Health Center of Denver
10.2019 - 08.2021
Office Administrator / Medical Receptionist
Steven A. Cohen Military Family Clinic at the University of Colorado
12.2018 - 10.2019
Medical Receptionist
AFC Urgent Care Denver East
10.2017 - 12.2018
Administrative Assistant / Assistant Technical Aide
Vista Eye Care
12.2016 - 09.2017
Medical Support Assistant for the Veterans Choice Program (contract)
U.S. Department for Veteran Affairs
10.2014 - 04.2016
Event Coordinator
Sage Hospitality - Holiday Inn Denver East Stapleton
03.2013 - 07.2014
Front Desk Associate
Sage Hospitality - Holiday Inn Denver East Stapleton
01.2012 - 03.2013
Customer Service Advisor
Convergys
01.2009 - 01.2010
Career Service Advisor
Denver School of Massage Therapy
01.2007 - 01.2009
Resource Desk Coordinator
ADT Security Services
01.2005 - 01.2007
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