Shawna Costello
Tucson,Arizona
Summary
Dynamic professional with 25 years of diverse experience in guiding individuals through challenging situations and enhancing customer service interactions. Known for a calm, empathetic approach and adept at navigating various scenarios while cultivating strong relationships with colleagues and management to achieve optimal outcomes. A proactive team player who embraces opportunities to mentor new hires, consistently going above and beyond to foster trust within the workplace. Committed to contributing valuable skills and dedication to excellence while pursuing continuous personal and professional growth in a supportive environment.
Overview
20
20
years of professional experience
Work History
Information Tech Specialist
Techmahindra
Fort Worth, Texas
07.2023 - Current
- Working remotely to solve technical issues: Mobility, Account Maintenance, Computer and Tablet system issues.
- Assisting callers with Mobility Services: Setting up corporate devices for work use.
- Remote into company assets to assist with repair and upkeep
- Interacts with customers professionally by phone and email to provide information and direction to desired staff members
- Reviews and processes multiple requests, which include verifying information and determining the best cost-effective resolution.
Membership Specialist
CODAC Health, Recovery & Wellness
Tucson, Arizona
10.2017 - 06.2020
- Devotes special emphasis to punctuality and works to maintain outstanding attendance record
- Receives and routes business correspondence to correct departments and staff members
- Oversees efficient patient check-in processes, including verifying insurance and submitting forms to nursing team
- Schedules appointments forwards phone calls and completes various tasks on multi-line office phone
- Interacts with customers professionally by phone, email or in-person to provide information and direction to desired staff members
- Reviews and processes multiple applications which includes verifying information and determining eligibility for multiple offered programs
- Manages medical files and records for Multiple clients and adheres to safety procedures to prevent breaches and data misuse
Office Admin & Caregiver (Temp. Position)
Horizon Acres Assisted Living
Tucson, Arizona
09.2017 - 10.2017
- Employed on a temporary basis to assist with creating the required documentation for the facility to meet requirements mandated by the state to pass the yearly inspection
- Reports on daily office activities to help managers stay on top of dynamic conditions and make proactive decisions
- Assists disabled clients in any way necessary to facilitate independence and well-being
- Speaks with residents, family members, staff and additional medical staff respective of residents’ needs, issues and concerns
- Trains new employees on administrative procedures, company policies and performance standards
- Keeps physical files and digitized records organized for easy updating and retrieval by authorized team members
Certified Caregiver
Pura Vida Assisted Living
Tucson, Arizona
06.2006 - 08.2017
- Works as needed, upon request, to increase and balance location performance
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage
- Assists Manager with office duties such as (but not limited to) inventory, staff scheduling, review potential stuff and training of staff
- Monitors progress and documents any patient health status changes, keeping healthcare team updated
- Develops rapport to create safe and trusting environment for care
- Supervises daily activities and provides aids a needed
- Assists disabled clients as necessary to facilitate independence and well-being
- Administers medication as directed by physician
- Maintains a clean, safe and well-organized patient environment
- Works to improve and enhance patient lives through effective and compassionate care
- Cares for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy
- Obtains client medical history, including medication information, symptoms and allergies
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage
Imaging Processor
Health Management Systems, Inc.
Dallas, Texas
03.2014 - 08.2016
- Responsibilities consist of the taking of inbound calls for several HIPPA contracts and assisting the members with their questions and issues, as well as processing reimbursement payments to insurance carriers or members depending on the contract
- Between inbound calls reviewed and process applications for eligibility into the program
- Preforming outbound calls to insurance Carriers to resolve issues, verify active coverage, provided information and employment
- Reviews to determine if information is Current and accurate
- Responsible for answering emails and voicemails. returning calls addressing concerns in the emails, collecting documents from the emails and Properly adding documents to members case file for review
- Consistently meets the requirement of the company's daily metric which includes call volume, time of call, cases processing, and cases approving
- Training new staff and maintaining our contact information
- Awarded the “Applause Award” in recognition for hard work and dedication executed on contracts that I assisted in developing
Imaging Processor
Total Clerical Services
Dallas, Arizona
11.2012 - 07.2013
- Sorts medical records and information into 20 distinct sections
- Scans medical documents and sorts them out into the “Image Now” system
- Verifies documents are scanned properly with in the computer system
- Prepares files into boxes for shipping as well storage
- Utilizes programs such as Excel and Image now
Education
GED -
Pima Community College
Tucson, AZCertificate for Medical Assistant - Medical Assistant
Carrington
Tucson, AZCertificate in Nurse Assisting - undefined
South Western Illinois College
Belleville, ILCertificate in Office Technologies - undefined
South Western Illinois College
Skills
- Training & Teaching work systems and policies
- Data Entry (80 WPM)
- Sorting, Scanning & Inventory Control
- Medical Terminology
- Customer Service & Various Phone Skills
- Windows Systems & Programs
- Enrollments and Member Services
- Data & System Entries For In & Outbound Calls
- Filing & EMR Medication Requests
- Records Management (Paper & Digital)
- HIPPAA, OSHA & JCAHO Compliant
- Quality Control
- Self-Documentation & Record Keeping
- Familiar with Call Metrics
- Root-cause analysis
- IT asset management
Timeline
Information Tech Specialist
Techmahindra
07.2023 - Current
Membership Specialist
CODAC Health, Recovery & Wellness
10.2017 - 06.2020
Office Admin & Caregiver (Temp. Position)
Horizon Acres Assisted Living
09.2017 - 10.2017
Imaging Processor
Health Management Systems, Inc.
03.2014 - 08.2016
Imaging Processor
Total Clerical Services
11.2012 - 07.2013
Certified Caregiver
Pura Vida Assisted Living
06.2006 - 08.2017
Certificate in Nurse Assisting - undefined
South Western Illinois College
Certificate in Office Technologies - undefined
South Western Illinois College
GED -
Pima Community College
Certificate for Medical Assistant - Medical Assistant
Carrington
LETTER OF RECOMMENDATIONS
- Katherine Gonzalez-Germann – Former trainer at HMS
- Ossha Colquitt- Former coworker at HMS, was also a trainee.
- Debbie Smith – Lead supervisor for contract at HMS.