Shawnda Howard
Kansas City,MO
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
9
9
years of professional experience
Work History
Supervisor
Optum Infusion Pharmacy
Kansas City, MO
12.2021 - Current
- Oversee daily operations of each department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Achieved results by working with staff to meet established targets.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Maintained compliance with company policies, objectives, and communication goals.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Sr. Clinical Administrative Coordinator
Optum Infusion Pharmacy
Kansas City, MO
12.2019 - 12.2021
- Patient Navigator managing admissions for new patient referrals
- Liaison with patient and medical offices assisting in authorization process and updating patients with pertinent updates regarding status of authorization and start of care
- Navigation between pharmacy and documentation systems
- Understanding patient benefits to determine most accurate route for billing
- Providing patient quotes and going over financial responsibility upon insurance approval
- Assisting with inbound phone team and active patient refills as needed.
- Developed training materials for new hires, contributing to a positive onboarding experience and successful integration into the team environment.
Sr. Customer Service Representative
Optum Specialty Pharmacy
01.2018 - 12.2019
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Mentored junior team members, contributing to their professional development and overall team success.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Researched and rapidly resolved client conflicts to maintain key accounts
Patient Care Coordinator
Optum Specialty Pharmacy
01.2015 - 01.2018
- Performed as subject matter expert for case management processes.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Collaborated with interdisciplinary teams to create seamless transitions between various stages of treatment plans, enhancing continuity of care.
- Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
Education
Associate of Science - Science
National American University - Rapid City
Rapid City, SD 05.2019 - 05.2019
Skills
Microsoft Office
Problem-Solving
Multitasking
Operations Management
Time management abilities
Teamwork and Collaboration
Case management expertise
Project Management
Client Relationship Management
Account Management
Sales Development
Excellent Communication
Timeline
Supervisor
Optum Infusion Pharmacy
12.2021 - Current
Sr. Clinical Administrative Coordinator
Optum Infusion Pharmacy
12.2019 - 12.2021
Associate of Science - Science
National American University - Rapid City
05.2019 - 05.2019
Sr. Customer Service Representative
Optum Specialty Pharmacy
01.2018 - 12.2019
Patient Care Coordinator
Optum Specialty Pharmacy
01.2015 - 01.2018