Shawnda Hoffman
Winter Springs,Florida
Summary
Healthcare professional with wealth of experience in patient service roles, ready to contribute to dynamic team. Known for effective communication and seamless handling of patient inquiries and administrative duties. Colleagues and patients alike rely on collaborative nature and adaptability to meet diverse needs. Experienced with leading teams to achieve project goals through effective management and strategic planning. Utilizes strong organizational and communication skills to foster collaboration and drive performance. Track record of successfully overseeing project execution and adapting to dynamic work environments.
Overview
21
21
years of professional experience
Work History
Patient Service Representative
Express Scripts Pharmacy
04.2010 - 11.2024
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the company.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Built and maintained positive working relationships with patients and staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Responded to inquiries by directing calls to appropriate personnel.
- Resolved customer complaints using established follow-up procedures.
Leadership Coach
Express Scripts Pharmacy
09.2023 - 10.2024
- Collaborated with the coached employees and their supervisor to implement leadership development initiatives and driving positive change within their teams.
- Partnered with Human Resources departments to identify high-potential employees who could benefit from targeted coaching interventions.
- Contributed thought leadership articles and blog posts related to coaching methodologies and advancements in the field of professional development.
- Facilitated group coaching sessions aimed at strengthening communication skills, conflict resolution, and collaborative problem-solving techniques.
- Identified areas of improvement through assessments, enabling the coached employee to focus on key development opportunities.
- Developed comprehensive coaching programs for coachee's resulting in increased confidence and decision-making abilities.
- Enhanced patient care advocate’s leadership skills by conducting personalized coaching sessions and providing actionable insights.
- Mentored junior coaches in best practices for leadership development, fostering a culture of continuous learning within the organization.
- Evaluated coachee’s performance against established benchmarks, adjusting strategies as needed to achieve desired outcomes.
- Established success metrics for coaching engagements, allowing both the coached employee and their supervisor to track their progress.
- Designed customized training materials and resources, tailored to each coached employee’s unique needs and goals.
- Provided ongoing support and follow-up consultations for coachee’s after program completion, reinforcing learned principles in real-world situations.
- Managed multiple simultaneous coaching engagements while maintaining strict confidentiality protocols between clients.
- Delivered engaging presentations at industry conferences and events, showcasing expertise in the field of leadership development.
- Promoted a culture of self-reflection and continuous improvement among coachee’s encouraging them to seek out feedback and embrace opportunities for growth.
- Proficient with Microsoft Office to design training for employees and increase company retention and productivity rates.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Facilitated virtual and blended learning sessions.
- Analyzed and evaluated training effectiveness and program outcomes.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Established and maintained quality control standards.
- Provided coaching and mentoring to employees.
- Monitores and analyzed coachee's results and overall satisfaction to implement process improvement initiatives.
- Stayed informed about new developments in leadership theory and coaching methodologies to ensure the continued relevance of services offered.
- Consistently met or exceeded client satisfaction targets by delivering exceptional service throughout all aspects of the coaching process.
Front Desk Assistant
Drew Medical Radiology
09.2003 - 03.2010
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained a professional and welcoming front desk area, setting a positive first impression for guests.
- Facilitated smooth operations during peak times with effective multitasking skills, managing multiple guest interactions simultaneously.
- Streamlined check-in and check-out processes for improved efficiency and customer experience.
- Handled payment and bill processing, change giving and payment collecting for guests.
- Managed multi-line phone system, directing calls to appropriate departments while maintaining a friendly demeanor.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Digitized outside films to provide to the reading radiologist.
Skills
- Quality assurance
- Team Leadership
- Conflict resolution
- Phone etiquette
- Workflow optimization
- Office administration
- Problem-solving
- Multitasking and organization
- Relationship building
- Familiar with Medic, Knowledge Exchange and several other programs
Timeline
Leadership Coach
Express Scripts Pharmacy
09.2023 - 10.2024
Patient Service Representative
Express Scripts Pharmacy
04.2010 - 11.2024
Front Desk Assistant
Drew Medical Radiology
09.2003 - 03.2010
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