Shawn McMullen-Smith
Stone Mountain,US
Summary
Professional with strong experience and readiness for hospitality role. Skilled in providing exceptional guest services, problem-solving, and managing requests to enhance guest satisfaction. Known for effective collaboration with team members to achieve outstanding results and adapt to changing needs. Expertise in communication, organization, and personalized service, ensuring seamless and positive experience for all guests.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Family Experience Concierge
Children's Healthcare of Atlanta
07.2024 - Current
- Creates a patient experience that communicates care, respect, and attention to the personal needs of patients, families, and visitors. Connect patients, families, and visitors to a variety of support services available at Children's Healthcare of Atlanta and serves as a resource for outside services. Advocates for the needs of patients, families, and visitors during their stay at Children’s Healthcare of Atlanta.
- Creates a great first impression for the hospital.
- Oversees and maintains appearance of assigned area per shift (e.g., information desk, waiting rooms, garages, sleeping areas, consult rooms, laundry facilities, parent lounges, lobby).
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Initiates conversations with patients, families and visitors regarding access needs, takes appropriate action, and follows up to ensure interventions are effective.
- Provides liaison service between customers and hospital staff.
- Serves as service excellence role models for other Children’s Healthcare of Atlanta staff.
Patient Access Representative
Walmart Health
06.2021 - 08.2024
- Provides administrative support to the Center by utilizing electronic medical record and practice management systems to complete administrative tasks (for example, patient registration and intake, scheduling follow up appointments with patients, payment transactions); care coordinator, processing patient referrals to specialists; processing insurance information; verifying patient insurance eligibility; collecting appropriate insurance copayment amounts; and monitoring inventory of office supplies and materials.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Full-Time Patient Srvc Coord I
Emory Healthcare
09.2022 - 09.2023
- Serve as a key role in the patient's experience, serving as their first point of contact upon arrival to Emory facilities for clinical appointments.
- Responsibilities will include providing excellent customer service to the patient while welcoming and checking them in for their appointments; communicating with patients, families and staff to trouble shoot and meet patient needs while waiting to see their provider
- Approved standard operating procedures to complete technical and administrative functions such as arriving appointments, confirmation and updating of patient demographics, registration, and insurance information, scheduling, entering referrals, providing information about insurance coverage, collecting copays. Access the e-fax to register patients and scan out side reports.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Full-Time Patient Posting Specialist
MedComp Sciences
02.2020 - 06.2021
- Post all patient payments, check and credit card payments into the billing system. Post insurance payments and adjustments per Explanation of Benefits (EOB) detail, with appropriate comment/reasoning/denial codes in a repetitive manner into the billing system. Scan and index Explanation of Benefits, denials and patient payments into system. APC calculation, UB-92 editor, Generate and mail patient invoices. Medical office experience, collection and EMR systems. Work on special projects related to A/R clean up as requested by Supervisor. Other job duties and responsibilities as assigned by the Payment Posting Supervisor.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Full-Time Patient Outreach Coordinator
Evolent Health
11.2016 - 12.2019
- Working from home and office with scheduling patients with their follow up appointments after care once they are discharged from the hospital. Verify insurance, EMR system, demographic information and provider. When in the office I visit the patients to do a face to face hospital experience and meeting, communicating with patients about their health and how to maintain once discharged from the hospital. Care coordinator for the office. Assist the Assistant manager in any duties necessary.
Administrative Assistant (PRN)
Veteran's Health Administration
01.2016 - 02.2017
- (Through Sterling Medical) Community-Based Outpatient Clinic
- Schedule sessions for group therapy, open and close office, verify insurance, calling patients to schedule an appointment, process payments, verifying insurance, IDC-9, CPT Coding, EMR system, medical office experience, clerical experience and provide patients with intake and new patient forms, answer multi-line phones and greet patients upon arrival.
Full-Time Referral Coordinator
First Choice Primary Care
12.2013 - 01.2015
- Call patients to set appointments with their specialist, call the doctor’s office to schedule/re-schedule appointments, review faxes from the providers, open and close the office, calling patients to schedule an appointment, process payments, verifying insurance, IDC-9, CPT Coding, EMR system and provide patients with intake and new patient forms, care coordinator, answer multi-line phones and greet patients upon arrival.
Full-Time Practice Assistant
Health Services of Central Georgia
12.2012 - 11.2013
- Called patients to schedule an appointment, process payments, verifying insurance, provide patients with intake and new patient forms, answer multi-line phones, made follow-up appointments for patients after surgery, verify insurance, IDC-9, CPT Coding, clerical experience, EMR system, medical office experience, hospital experience, collect payments (cash, credit or check), care coordinator, open and close office, and greet patients upon arrival.
Full-Time Front Desk Receptionist/Administrative Assistant
Sell & Melton, LLC
07.2007 - 11.2012
- Greeting visitors, taking phone calls, handling correspondence, keeping the reception area clean, clerical experience, sign for packages and completing tasks as assigned.
Full-time Billing Technician/Receptionist
GEICO Insurance
01.2002 - 05.2007
- Call center - take calls every 3-4 minute and resolve and make decisions on customers policy, take payments over the phone with credit cards, worked the front lobby - meet and greet customers who which to come in person to resolve their policy, took payments (cash, credit or check), open and close office, and greet patients upon arrival as well as clerical experience.
Part Time Courier
Federal Express Corporation
01.1997 - 11.2001
- Drive to drop box and pick up load and scan packages. Then distributing packages and documents for institutions, businesses, government agencies, and individuals. Pick up documents and packages from customer’s offices or houses and then deliver them to final destinations within the same area.
Full-Time Customer Service Representative
Hudson General/AMR Service Corporation
01.1990 - 02.1997
- Made limo, shuttle or bus reservations for customer to get to their destination from the airport, direct them to the taxi or public transportation, and greet patients upon arrival.
Education
Bachelor of Science - Healthcare Management
Walden University
Minneapolis, MN04.2019
Associate in Science - undefined
LaGuardia Community College
Long Island City, NY01.2000
Skills
- Epic (2 years)
- Organizational Skills (8 years)
- EClinicalWorks (2 years)
- Data Entry (5 years)
- Verify insurance (5 years)
- Microsoft Word (8 years)
- Outlook (8 years)
- Medical Scheduling
- Excel (8 years)
- Microsoft Office (8 years)
- Clerical Experience (5 years)
- Customer service
- Highly adaptable
- Strong work ethic
- Effective problem solving
- Communication skills (8 years)
Accomplishments
- Achieved 70% through effectively helping with parents.
Certification
Certified Medical Assistant
Certified Billing and Coding
Employee of the Year
Hudson General/AMR Service Corporation
Timeline
Family Experience Concierge
Children's Healthcare of Atlanta
07.2024 - Current
Full-Time Patient Srvc Coord I
Emory Healthcare
09.2022 - 09.2023
Patient Access Representative
Walmart Health
06.2021 - 08.2024
Full-Time Patient Posting Specialist
MedComp Sciences
02.2020 - 06.2021
Full-Time Patient Outreach Coordinator
Evolent Health
11.2016 - 12.2019
Administrative Assistant (PRN)
Veteran's Health Administration
01.2016 - 02.2017
Full-Time Referral Coordinator
First Choice Primary Care
12.2013 - 01.2015
Full-Time Practice Assistant
Health Services of Central Georgia
12.2012 - 11.2013
Full-Time Front Desk Receptionist/Administrative Assistant
Sell & Melton, LLC
07.2007 - 11.2012
Full-time Billing Technician/Receptionist
GEICO Insurance
01.2002 - 05.2007
Part Time Courier
Federal Express Corporation
01.1997 - 11.2001
Full-Time Customer Service Representative
Hudson General/AMR Service Corporation
01.1990 - 02.1997
Associate in Science - undefined
LaGuardia Community College
Bachelor of Science - Healthcare Management
Walden University
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