Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shantiva Brown

Horn Lake,MS

Summary

Management professional experienced in leading and motivating teams. Brings skills in scheduling, knowledge of employment law, and strengths in building relationships with staff. Looking to put my knowledge and abilities to good use in a growth-oriented position focused on improving operations for changing needs. A highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. A hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

27
27
years of professional experience

Work History

E.R. Admission Representative

Baptist Memorial Hospital Memphis
Memphis, TN
08.2023 - Current
  • Processed admission decisions according to established guidelines.
  • Prepared reports on patient admissions activity and tracked key performance indicators for the department.
  • Verified patient insurance information and obtained authorizations for services from insurance companies.
  • Provided customer service support by responding promptly to inquiries via phone or email.
  • Performed data entry tasks to update patient information in the hospital's database systems.
  • Facilitated communication between various departments within the hospital concerning patient care needs.
  • Prepared discharge summaries for each patient prior to leaving the hospital.
  • Conducted follow-up calls with discharged patients to check on their progress.
  • Processed admissions paperwork including consent forms, medical records requests, financial documents, and other related materials.
  • Scheduled diagnostic tests such as X-rays or MRI scans for admitted patients.
  • Maintained accurate patient records in the hospital's electronic health record system.
  • Assisted with creating new policies and procedures related to patient admissions processes.
  • Assisted with coordinating discharges from the hospital based upon physician orders.

Clinic Coordinator

Baptist Medical Group-Gynecological Oncology Surgical Spec
Southaven, MS
09.2022 - 08.2023
  • Coordinated with physicians and other healthcare professionals to ensure quality care delivery.
  • Responded to inquiries from patients and healthcare providers regarding clinic services and policies.
  • Maintained confidentiality of patient health information according to HIPAA guidelines.
  • Provided administrative support to clinic staff, such as filing paperwork, maintaining databases, and preparing reports.
  • Performed data entry of patient information into electronic medical records system.
  • Compiled monthly financial statements for review by senior management team.
  • Managed daily appointment schedules for physicians and other clinical personnel.
  • Ensured compliance with all applicable laws, regulations, and standards related to healthcare operations.
  • Assisted in the development of new procedures and protocols related to clinic operations.
  • Processed insurance claims for reimbursement of medical services rendered by the clinic.
  • Verified accuracy of patient billing information prior to submitting claims for payment.
  • Answered telephone calls from patients seeking advice or assistance with their medical needs.
  • Assisted in the coordination of patient care services, including scheduling appointments and managing medical records.
  • Performed data entry tasks related to patient registration and visit documentation.
  • Verified accuracy of billing codes before submission of claims.
  • Obtained authorization numbers from insurance companies for requested services.

Customer Service Coordinator (Scheduler, Research)

Baptist Memorial Hospital/ BCC
Memphis, TN
07.2020 - 09.2022
  • Schedule patient appointments with their providers
  • Scan patient medical information into their charts
  • Sort mail for doctors and other clinical personnel
  • Complete Referral/Authorizations for patients appointments
  • Ensures patient Information in their charts are accurate and up to date
  • Worked with corrective action teams to assess historical solutions and make proactive procedural adjustments.
  • Reviewed submitted documents to check compliance and enforce recordkeeping policies.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
  • Handled over 50 calls per day to address customer inquiries and concerns

Customer Service Liaison

Legacy Supply Chain Services, Universal Music Group
Olive Branch, Ms.
11.2019 - 07.2020
  • Communicating with Account Mangers for business to ensure their products are being shipped in correct and timely manner
  • Scheduling transportation pickups and deliveries.
  • Answered constant flow of customer calls with minimal wait times.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

Account Manager/Customer Service Representative

1st Heritage Credit
Southaven, MS
02.2019 - 11.2019
  • Communicate with customers via telephone to collect delinquent accounts
  • Monitor accounts, while setting up payment schedules
  • Collect payments and post to correct customer’s accounts
  • Solicit past customers to open or renew personal loans
  • Implemented and executed reviews of computer systems for compliance with state and federal regulations.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Defined clear targets and objectives and communicated to other team members.

Client Service Professional

H & R Block
Memphis, TN
12.2018 - 02.2019
  • Interacted with clients in person or via telephone through inbound and outbound calls
  • Scheduled and confirmed appointments
  • Checked in clients and matched to optimal tax professional using client matching software
  • Effectively managed client flow in tax office

Supervisor Customer Service

U. S. Postal Service
Memphis, TN
09.2017 - 09.2018
  • Supervised and directed training of new and existing employees
  • Responded to customers request with friendly and knowledgeable support while capitalizing on upsell opportunities with new and existing customers
  • Managed wide varieties of customer service administrative task and conducted weekly safety and service talks to ensure efficiency
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Coached employees through day-to-day work and complex problems.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Kept abreast of new company products and services to effectively answer questions and resolve complaints.
  • Created customer support strategy to increase customer retention.
  • Compiled and analyzed customer feedback data to develop new strategies and corrective action.
  • Assisted with preparing information required for quotes and addressed potential service concerns.
  • Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.

Mail Processing Clerk/Sales and Service Clerk, Supervisor Relief

U. S. Postal Service
Memphis, TN
11.1997 - 09.2017
  • Assisted customers in completing and submitting forms to update
  • Sold stamps, pre-paid envelopes, and money orders
  • Supervised clerks and mail handlers to ensure daily operations
  • Used automated mail processing equipment to sort and collate mail.
  • Weighed letters and packages and calculated costs based on classification, weight and destination.
  • Assisted customers in completing and submitting forms to update address or report lost and stolen mail.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
  • Helped customers by carrying oversized parcels inside residences.
  • Upsold postal services like insurance and tracking.
  • Sold stamps to customers along route and counted back bills and change to avoid errors.
  • Released registered and special delivery letters and packages to designated recipients and obtained signatures for release.
  • Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
  • Introduced team contests and goals to enhance productivity and improve employee morale.

Education

Associate of Science - Nursing

Northwest Mississippi Community College
Southaven, MS
08-2025

Certified Nursing Assistant -

Rice College
Memphis, TN
12.1993

High School Diploma -

Booker T Washington High School
Memphis, TN
05.1992

Skills

  • Promotions Programs
  • Office Management
  • Verbal and Written Communication
  • Benchmark Setting
  • Work Prioritization
  • Employee Coaching and Motivation
  • Managing Operations and Efficiency
  • Providing Feedback
  • Administration and Reporting
  • Customer Service Excellence
  • Office Supplies and Inventory
  • Coordinating Service Initiatives
  • Telephone reception
  • Needs analysis
  • Records Management
  • Paperwork Processing
  • Customer Support
  • Client Services
  • Product Promotions
  • Performance Tracking
  • Customer Relations

Timeline

E.R. Admission Representative

Baptist Memorial Hospital Memphis
08.2023 - Current

Clinic Coordinator

Baptist Medical Group-Gynecological Oncology Surgical Spec
09.2022 - 08.2023

Customer Service Coordinator (Scheduler, Research)

Baptist Memorial Hospital/ BCC
07.2020 - 09.2022

Customer Service Liaison

Legacy Supply Chain Services, Universal Music Group
11.2019 - 07.2020

Account Manager/Customer Service Representative

1st Heritage Credit
02.2019 - 11.2019

Client Service Professional

H & R Block
12.2018 - 02.2019

Supervisor Customer Service

U. S. Postal Service
09.2017 - 09.2018

Mail Processing Clerk/Sales and Service Clerk, Supervisor Relief

U. S. Postal Service
11.1997 - 09.2017

Associate of Science - Nursing

Northwest Mississippi Community College

Certified Nursing Assistant -

Rice College

High School Diploma -

Booker T Washington High School

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Shantiva Brown