Shaunetta Jones
Killeen
Summary
Healthcare service professional with proven track record in patient communication and problem resolution. Adept at managing patient inquiries, coordinating with medical teams, and ensuring smooth service delivery. Strong focus on teamwork and adaptability, consistently achieving results even in high-pressure environments. Known for empathy, active listening, and effective conflict resolution skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Healthcare Customer Service Representative
Better Health Group
Remote
06.2024 - Current
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Accurately recorded patient details in EMR system, maintaining comprehensive and up-to-date medical records.
- Ensured patient confidentiality by adhering to HIPAA guidelines while handling sensitive information.
- Facilitated communication by answering phone calls related to multiple appointment types and resolving patient inquiries.
- Analyzed performance data to consistently meet monthly KPI and metric objectives set by supervisors.
Customer Service Representative
TTEC-TX TAG
Austin, TX
03.2023 - Current
- Deliver clear and concise product and service information to clients, ensuring successful resolution of inquiries and issues through telecommunication.
- Maintain and update client accounts with meticulous attention to detail, preserving data accuracy and confidentiality.
- Evaluate customer data to generate insightful reports on product and service performance, aiding in the advancement of continuous improvement initiatives.
- Managed payment collections to maintain accurate account status and customer satisfaction.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Certified Clinical Medical Assistant
Baylor Scott and White Podiatry
Killeen, TX
03.2022 - 03.2023
- Managed patient flow, ensuring timely preparation of examination rooms, sterilization of equipment, and restocking of supplies to maintain an efficient clinical environment.
- Compiled and updated medical records with patient information and vital statistics, aiding physicians in accurate diagnosis and personalized patient care.
- Conducted preliminary medical procedures, including vital sign measurements and routine testing, to assist in patient assessments and diagnostic processes.
- Facilitated a variety of patient care tasks, including suture and staple removal and the application of sterile and non-sterile dressings, contributing to post-procedural care and recovery.
- Oversaw front office functions, managing patient check-in and check-out processes. Coordinated appointment scheduling to optimize office efficiency. Conducted insurance verification and facilitated co-payment collection.
Health Service Technician
American Red Cross
Waco, TX
11.2020 - 03.2022
- Conduct health services tasks such as phlebotomy, vital sign collection, and donor assistance, ensuring compliance with privacy regulations and organizational procedures.
- Maintained accuracy in data management by uploading patient demographics and service data into the designated software system, and prepared various reports and documents.
- Managed logistical aspects of mobile health projects, performing vehicle inspections and maintaining meticulous records for travel and medical inventory, achieving a high standard of operational readiness and efficiency.
Tier II Student Support Specialist
Blackboard Student Services
Killeen, TX
06.2016 - 11.2020
- Provided comprehensive Tier II support, resolving escalated technical issues and ensuring efficient help desk ticket tracking and resolution.
- Delivered detailed explanations of financial aid options, admissions processes, and eligibility requirements to students, facilitating clear communication between educational institutions and applicants.
- Recognized for exceptional service with two promotions within nine months, reflecting a strong commitment to developing effective student support solutions.
- Conducted training sessions for new hires on support operations and performed departmental performance evaluations, contributing to team skill enhancement and service quality.
Customer Service Representative
Optum
Richardson, TX
01.2016 - 06.2016
- Managed customer inquiries and resolved issues, providing high-quality service and maintaining professionalism in all customer interactions.
- Implemented approved call scripts, streamlining communication processes and reducing response times.
- Adhered strictly to HIPAA regulations when handling Protected Health Information, maintaining a perfect record of compliance.
Customer Service Representative
PFS Web
Dallas, TX
09.2015 - 01.2016
- Managed customer inquiries and provided product recommendations, successfully navigating objections to secure sales and enhance client satisfaction.
- Maintained and safeguarded customer information, ensuring adherence to confidentiality protocols while tracking performance metrics to meet organizational goals.
- Produced detailed status reports, facilitated communication between team members, and contributed to the development of strategic planning initiatives.
Stock Replenishment/Sales Associate
Walmart
Dallas, TX
03.2015 - 09.2015
- Managed financial transactions efficiently, ensuring accurate processing of customer purchases and maintaining accountability for coupons, receipts, and transaction-related documents.
- Maintained inventory accuracy through diligent cycle counting, stocking, and adjustment procedures while ensuring a clean and organized store environment.
- Delivered high-quality customer service by addressing and resolving customer issues, handling return processes with integrity, and coordinating vendor interactions with meticulous record-keeping.
Education
No Degree - Medical Assitant
Temple Junior College
06-2022
High School Diploma -
Killeen High School
06-2010
Skills
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Appointment scheduling
- Call center experience
- Medical terminology
- Data entry proficiency
- Follow-up skills
- Policy adherence
- Medical billing
- Empathy and patience
- Stress tolerance
- EHR management
- EMR
- Problem-solving
- Team leadership
- Quality assurance
- Phone and email etiquette
- Patient registration
- Verbal and written communication
- Call documentation
Certification
- Epic Certification
- CCMA Certification
- Driver's License
- CPR Certification
Timeline
Healthcare Customer Service Representative
Better Health Group
06.2024 - Current
Customer Service Representative
TTEC-TX TAG
03.2023 - Current
Certified Clinical Medical Assistant
Baylor Scott and White Podiatry
03.2022 - 03.2023
Health Service Technician
American Red Cross
11.2020 - 03.2022
Tier II Student Support Specialist
Blackboard Student Services
06.2016 - 11.2020
Customer Service Representative
Optum
01.2016 - 06.2016
Customer Service Representative
PFS Web
09.2015 - 01.2016
Stock Replenishment/Sales Associate
Walmart
03.2015 - 09.2015
No Degree - Medical Assitant
Temple Junior College
High School Diploma -
Killeen High School