Shawna Boatwright
Summary
Dynamic Customer Service Specialist with proven success in enhancing patient satisfaction through effective communication and problem resolution. Skilled in insurance verification and appointment scheduling, I excel in demonstrating strong organizational abilities and a commitment to regulatory compliance. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients/patients.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist I / Patient Financial
HRS Healthcare Resource Solutions
09.2024 - 04.2025
- Compiled good faith estimates for all Deaconess self-pay patients within the required time limit.
- Answered phone calls for estimate requests from patients.
- Prepared estimates from email request.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Complied with the quality standards established by the department for patient satisfaction.
- Verified benefits via websites and phone calls to insurance companies.
- Maintained spreadsheet with information from incoming call request.
- Verified referral information for correct CPT codes and treatment plans.
Patient Service Specialist
Talley Eye Institute
07.2023 - 06.2024
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Assisted in training new coworkers
- Kept waiting areas clean and organized, creating a welcoming environment for patients during their visit.
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Opened and closed office.
- Traveled to other locations as needed
Team Member
Menards Home Improvement
12.2021 - 07.2023
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Learned all required tasks quickly to maximize performance.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Contributed to team success by completing jobs quickly and accurately.
- Operated register to process payments and collect cash payment for order totals.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Increased customer satisfaction with prompt and accurate responses to inquiries, addressing concerns, and resolving issues.
- Reduced wait times for customers by implementing more efficient checkout process.
- Assisted in training new cashiers on proper procedures for handling transactions and providing excellent customer service.
- Handled product returns and exchanges according to company policies while maintaining a friendly demeanor.
- Developed strong cooperative relationships with coworkers and managers.
- Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.
- Assisted in inventory management to prevent stock shortages and overages.
- Kept front check out area clean and organized for efficient service.
Office Scheduler, Front Desk Clerk
Digestive Care Center
09.2016 - 03.2022
- Managed patient check-in process, ensuring accuracy of demographic information and insurance information.
- Scheduled appointments for patients for multiple providers via incoming calls request.
- Responded to patient inquiries via phone and in-person, providing exceptional customer service and resolving issues promptly.
- Maintained EMR system, accurately documenting patient information and updating records as needed.
- Assisted in training new staff members
- Processed incoming referrals, within a timely manner according to importance.
Education
High School Diploma -
Harrison High School
Evansville, IN05-1987
Skills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
- Telephone etiquette
- Problem resolution
- Price quotes
- De-escalation techniques
- Regulatory compliance
- Data entry
- Computer proficiency
- Professional telephone demeanor
- Follow-up skills
- Clerical support
- Prioritization
- Documentation
- Product knowledge
- Microsoft Office Suite
- Call center operations
- Appointment scheduling
- Staff training
- Multi-line phone talent
- Delivery scheduling
- Call triaging
- Payment processing
- Account updating
- Warehousing functions
- EPIC
- Insurance verification
- Microsoft Word, Excel, Outlook, Office
Timeline
Customer Service Specialist I / Patient Financial
HRS Healthcare Resource Solutions
09.2024 - 04.2025
Patient Service Specialist
Talley Eye Institute
07.2023 - 06.2024
Team Member
Menards Home Improvement
12.2021 - 07.2023
Office Scheduler, Front Desk Clerk
Digestive Care Center
09.2016 - 03.2022
High School Diploma -
Harrison High School
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