SHAWNICE SPENCER
Winter Springs
Summary
Compassionate and detail oriented Certified Clinical Medical Assistant (CCMA) with strong foundations in patient care, HIPAA compliance, and clinical communication. Brings 10 years of customer facing experience with exceptional interpersonal skills, de escalation strengths, and the ability to support diverse patient populations. Adept at triaging calls, maintaining accurate documentation, assisting with basic clinical tasks, and fostering a supportive patient experience. Known for professionalism, empathy, and maintaining a calm, solutions focused approach in fast paced healthcare environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Account Resolution Specialist
UNITED SOLUTIONS COMPANY
04.2025 - Current
- Communicate with clients using trauma informed, empathetic communication to support safe and productive conversations.
- Maintain precise documentation in servicing software, demonstrating accuracy and attention to detail needed for EMR charting.
- Analyze performance data and develop improvement strategies.
- Utilize professional communication to resolve sensitive concerns.
Remote Live Chat Agent
BEYOND FINANCE
04.2023 - 03.2025
- Delivered high volume customer support while maintaining a calm, patient centered tone.
- Anticipated client needs and provided education.
- Collaborated with cross functional teams to ensure coordinated service.
- Demonstrated strong written and verbal communication skills.
Customer Service Representative
EXPRESS SCRIPTS
04.2021 - 02.2023
- Helped patients understand home delivery benefit and medication access.
- Applied problem solving skills to address medication related concerns.
- Maintained detailed documentation of patient interactions.
- Practiced active listening for patient intake and triage.
Account Manager I and II
PAYLOCITY
10.2017 - 12.2019
- Provided professional and timely communication to clients and teams.
- Leveraged analytical thinking to troubleshoot complex issues.
- Managed sensitive information with discretion.
Education
Medical Assisting Certification - undefined
Valencia College
Orlando, FL01.2026
High School Diploma - undefined
Jones High School
Orlando06.2011
Skills
- Fundamentals of Patient Care
- Clinical and Administrative Workflow Support
- Strong Interpersonal and Communication Skills
- Multi Tasking and Time Management
- Patient Education and Empathy
- HIPAA Compliance and Confidentiality
- Call Triage and Patient Phone Management
- EMR Documentation
- General Wound Care and Basic Clinical Support
- Team Collaboration and Professionalism
Certification
- NHA Certified Clinical Medical Assistant (CCMA)
- AHA Basic Life Support (BLS)
- Florida Alliance to End Human Trafficking, Certificate of Completion
- NHA Certified EKG Technician (CET)
- NHA PersonAbility Certificate
- HIPAA and Patient Confidentiality Training
Additional Strengths For Medical Assisting
Exceptional empathy and ability to build trust with patients. Strong accuracy in documentation and record keeping. Experienced in high volume communication, call triage, and care coordination. Proven ability to remain composed and solutions focused under pressure. High adaptability to new clinical systems and workflows.
Timeline
Account Resolution Specialist
UNITED SOLUTIONS COMPANY
04.2025 - Current
Remote Live Chat Agent
BEYOND FINANCE
04.2023 - 03.2025
Customer Service Representative
EXPRESS SCRIPTS
04.2021 - 02.2023
Account Manager I and II
PAYLOCITY
10.2017 - 12.2019
Medical Assisting Certification - undefined
Valencia College
High School Diploma - undefined
Jones High School