Shaterria Trice
Assistant Manager
Clarksville,TN
Summary
Experienced Assistant Manager with over 4 years of leadership experience and 10+ years in customer service, healthcare support, and insurance operations. Skilled in supervising staff, training new hires, and managing office operations while ensuring compliance with policies and regulations. Strong background in medical records, patient/member support, and conflict resolution. Recognized for professionalism, problem-solving, and the ability to foster teamwork in fast-paced environments. Currently seeking to transition into an Assistant Manager or Hospital Manager role to leverage healthcare knowledge and proven leadership skills.
Overview
13
13
years of professional experience
Work History
Customer Service & Medical Records Representative
Mosaic Health (through Carelon Health, Formerly Elevance Health)
01.2023 - Current
- Provide member support, resolve inquiries, and process healthcare service requests with accuracy and compassion.
- Collaborate with cross-functional healthcare teams to improve workflow and deliver high-quality patient/member.
- Maintain and manage medical records while ensuring confidentiality and compliance with HIPAA standards.
- Apply strong conflict resolution skills to de-escalate concerns and ensure positive outcomes.
- Collaborated with healthcare providers to ensure patients'' medical information was accurate and easily accessible.
- Assisted colleagues with locating patient records, streamlining daily workflow within the department.
- Improved record-keeping efficiency by organizing and maintaining an up-to-date filing system.
Assistant Manager
Augustine Insurance
04.2017 - 03.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Trained and mentored new agents to build strong product knowledge and meet sales and service goals.
- Resolved escalated customer issues while maintaining client satisfaction and retention.
- Assisted with policy reviews, compliance checks, and operational reporting for management.
Customer Service Representative
Convergys
07.2012 - 04.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma - General Studies
Skills
Patient confidentiality practices
Continuous learning and improvement
Leadership & Staff Supervision
Medical Records Management
Healthcare Customer Support
Training & Development
Scheduling & Team Coordination
Conflict Resolution & Problem Solving
Compliance & Policy Adherence (HIPAA)
Strong Communication Skills
Administrative & Typing Skills
Professionalism and ethics
Filing systems expertise
Customer service
Data entry
Scheduling appointments
Problem Solving
Timeline
Customer Service & Medical Records Representative - Mosaic Health (through Carelon Health, Formerly Elevance Health)
01.2023 - Current
Assistant Manager - Augustine Insurance
04.2017 - 03.2021
Customer Service Representative - Convergys
07.2012 - 04.2017
Kenwood High - High School Diploma, General Studies