Summary
Overview
Work History
Education
Skills
Timeline
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Shauna Doolittle

San Antonio,TX

Summary

Accomplished in improving patient satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures. Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed patient expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.

Overview

12
12
years of professional experience

Work History

RCM CALL CENTER MANAGER

Gi Alliance
12.2023 - Current
  • Resolved escalated patient issues promptly and professionally to maintain satisfaction.
  • Established and oversaw performance targets for call center associates.
  • Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
  • Analyzed patient feedback to identify improvement opportunities and develop action plans.
  • Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
  • Improved patient satisfaction ratings by implementing effective call center strategies and employee training programs.
  • Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
  • Collaborated with other departments to develop solutions for resolving recurring patient issues, improving overall satisfaction levels.
  • Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.

Insurance Verification Team Lead

GI Alliance
10.2021 - 12.2023
  • Developing and implementing a timeline to achieve targets
  • Delegating tasks to team members
  • Conducting training of team members to maximize their potential
  • Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Coached team members in techniques necessary to complete job tasks.
  • Managed schedules, accepted time off requests and found coverage for short shifts.

Insurance Verification Specialist

DHAT
10.2020 - 10.2021
  • Pre-verify patients seeing treatment for physician consultations and procedures
  • Using various documents, determine if TDDC accepts the patient’s insurance
  • Effectively communicate to patients, their financial responsibility (co-pay, deductible expenses etc.) based on their insurance coverage
  • Verify patient insurance by means of phone, fax, and web
  • Enter benefits data for patients accurately in EMR
  • Refer complex issues to the supervisor for review and or action
  • Provide quality service to patients
  • Work on insurance billing projects, as assigned
  • Perform other duties as assigned.

Benefit Verification Specialist

Lash Group
10.2016 - 08.2020
  • Reviews all patient insurance information needed to complete the benefit verification process
  • Triages cases with missing information to appropriate program associate
  • Verifies patient specific benefits and precisely documents specifics for various payer plans including patient coverage, cost share, and access/provider options
  • Identifies any restrictions and details on how to expedite patient access
  • Documenting and initiating prior authorization process, claims appeals, etc
  • Completes quality review of work as part of finalizing product
  • Reports any reimbursement trends/delays to management
  • Performs related duties and special projects as assigned.

AR Support Specialist

Lash Group
10.2018 - 02.2019
  • Provided leadership, management and guidance to all AR staff
  • Applied functional and technical expertise and knowledge of performance standards to provide on-the-job training to team members
  • Developed staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance development plans
  • Monitored department work productivity, reports on trends, and recommends and implements changes to continually improve work productivity
  • Developed, motivated, evaluated and coached staff on work procedures, proper call handling and teamwork delivering excellent customer service
  • Coordinated and supervised day-to-day workflow
  • Put together daily performance reports for senior managers.

Patient Care Advocate

Express Scripts
10.2012 - 07.2013
  • Exceeded metrics: Average handle time, transfer rates, quality, and hold time
  • Assisted members in understanding and maximizing the use of pharmacy distribution program
  • Handled customer service inquiries from members, providers, physicians and internal and external clients related to pharmacy benefits and pharmacy orders.

Education

Associates of Arts - General

Seminole Community College
Lake Mary, FL
01.2009

Skills

  • Time management
  • Problem solver
  • Team player
  • Patient Care
  • Patient Support
  • CSR
  • Insurance Verification
  • HIPAA
  • Call Center Customer Service
  • Team coaching
  • Employee Motivation

Timeline

RCM CALL CENTER MANAGER

Gi Alliance
12.2023 - Current

Insurance Verification Team Lead

GI Alliance
10.2021 - 12.2023

Insurance Verification Specialist

DHAT
10.2020 - 10.2021

AR Support Specialist

Lash Group
10.2018 - 02.2019

Benefit Verification Specialist

Lash Group
10.2016 - 08.2020

Patient Care Advocate

Express Scripts
10.2012 - 07.2013

Associates of Arts - General

Seminole Community College

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Shauna Doolittle