Shanyka Jean-Baptiste
Altamonte Springs,Florida
Summary
Dynamic and results-oriented professional with extensive experience in healthcare and customer service roles, notably at True Health. Excelled in HIPAA compliance and patient scheduling, enhancing patient care and satisfaction. Demonstrated exceptional teamwork and problem-solving abilities, significantly improving operational efficiency. Proven track record of mastering multitasking and maintaining meticulous attention to detail in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Medical Scheduler
True Health
01.2023 - Current
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed cancellations or no-shows efficiently, proactively filling open slots with patients from waitlists or urgent care needs.
- Followed up with patients to reschedule missed appointments.
- Ensured compliance with HIPAA regulations while handling sensitive patient information during all aspects of appointment scheduling processes.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Assisted in the training of new schedulers, sharing knowledge and best practices for efficient schedule management processes.
- Coordinated with other departments to facilitate seamless operation and excellent patient care.
- Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization.
- Maintained accurate patient records for proper tracking of patient history and treatment.
- Resolved conflicts in scheduling or resource allocation quickly and professionally, minimizing disruptions to daily operations.
- Maintained accurate records of patient demographics, insurance information, and medical history in electronic health systems.
- Contributed to a positive work environment through effective communication and teamwork among administrative staff members.
- Facilitated smooth communication between patients and healthcare providers, addressing inquiries or concerns related to appointments.
- Enhanced patient satisfaction with timely and accurate appointment confirmations and reminders.
- Answered phone calls and messages for Number-physician Type medical facility, scheduling appointments, and handling patient inquiries.
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
- Assisted with medical coding and billing tasks.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
Home Health Aide
Homeinsteadseniorcareonline
03.2022 - 12.2022
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Improved patient well-being by providing compassionate and attentive personal care.
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Assisted disabled clients to support independence and well-being.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
- Adapted to ever-changing patient needs, consistently adjusting care plans and strategies in order to provide the highest quality of personalized assistance.
- Completed thorough documentation of patient care activities, maintaining accurate records for effective communication amongst the healthcare team.
- Followed nutritional plans to prepare optimal meals.
- Safely transferred patients using appropriate equipment such as Hoyer lifts or gait belts minimizing injury risks.
- Provided transportation and appointments management.
- Transported patients to medical appointments and social outings, fostering community engagement and overall wellbeing.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Monitored vital signs regularly, promptly reporting any abnormalities or concerns to supervising nurse or physician.
- Promptly responded to emergency situations such as falls or medical crises providing immediate care and contacting appropriate personnel when necessary.
- Administered medications as prescribed, ensuring proper dosage and timely administration for optimal health outcomes.
- Provided emotional support to patients and families during difficult times, promoting a positive atmosphere conducive to healing.
- Developed individual care plans for clients based on specific needs.
DSP
Merakey Allegheny Valley School
04.2020 - 07.2022
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Monitored clients' overall health and well-being and noted significant changes.
- Provided compassionate and patient-focused care to cultivate well-being.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Transported clients to and from medical appointments with safety and efficiency.
- Guided patients to restroom to support bladder and bowel relief requirements.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Recorded status and duties completed in logbooks for management.
- Completed regular check-ins and progress report for each client.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Replaced bandages, dressings, and binders to care for wounds and encourage healing.
- Maintained strong connections within caregiver community to gain continuous knowledge.
- Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Scheduled daily and weekly care hours for client caseload.
- Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
- Liaised with key accounts to deliver targeted administrative household support.
Customer Service Representative
Ann’s Choice Senior Living
08.2019 - 04.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Improved resolution time with effective problem-solving for customer complaints.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Participated in training programs to enhance product knowledge and customer service skills.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
Diploma - Lpn Program
Herzing University
Orlando, FLAssociate Of Science - Criminal Justice
Community College of Philadelphia
Philadelphia, PAHigh School Diploma -
School Lane Charter School
Bensalem, PA06.2019
Skills
- Appointment coordination
- Reception oversight
- HIPAA compliance
- Strong organization
- Patient confidentiality
- Patient scheduling
- Data entry
- Insurance verification
- Data entry proficiency
- Medical office procedures
- Follow-up skills
- Schedule management
- Patient relations
- File preparation
- Calendar management
- Database maintenance
- Authorization coordination
- Multi-line telephone system control
- EHR software
- Teamwork
- Clerical support
- Adaptable and flexible
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Collaboration and teamwork
- Multitasking Abilities
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Team collaboration
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Organization and time management
- Insurance authorizations
- CPR certified
- Appointment scheduling
- Professionalism
- Payment scheduling and collection
- Basic life support for health care providers (BLS)
- Employee scheduling
Languages
Haitian, Creole
Native or Bilingual
English
Native or Bilingual
Timeline
Medical Scheduler
True Health
01.2023 - Current
Home Health Aide
Homeinsteadseniorcareonline
03.2022 - 12.2022
DSP
Merakey Allegheny Valley School
04.2020 - 07.2022
Customer Service Representative
Ann’s Choice Senior Living
08.2019 - 04.2021
Diploma - Lpn Program
Herzing University
Associate Of Science - Criminal Justice
Community College of Philadelphia
High School Diploma -
School Lane Charter School
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