Shawn Michelle Griffiths
Cortland,OH
Summary
Accomplished Eligibility Referral Specialist II at Trumbull County Job and Family Services, adept in insurance verification and caseload management. Leveraged medical terminology knowledge and patient confidentiality to enhance service delivery. Demonstrated exceptional communication skills, fostering strong client relationships and improving process efficiency. Achieved notable client satisfaction, contributing to a positive reputation in the healthcare industry.
Versatile professional serves as first point of contact for patients by verifying insurance, handling paperwork and preparing records. Patient-oriented and helpful candidate familiar with MS Office and EHR systems coupled with thorough knowledge of medical terminology. Committed to providing personalized service and quality patient care.
Offering solid foundation in healthcare coordination and sincere desire to learn and grow in this field. Brings strong organizational skills and attention to detail, ready to efficiently manage patient information and referrals. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
25
25
years of professional experience
Work History
Eligibility Referral Specialist II
Trumbull County Job and Family Services
01.2019 - 10.2024
- Conducts phone interviews of participants to assess potential employability and self-sufficiency.
- Develops a cooperative plan with the participant to identify the steps to be taken to achieve and maintain self-sufficiency.
- Provides linkage with other agency departments as well as community agencies for the purpose of identifying available resources or employment.
- Counsel’s participants in the development of an employability plan. Provides linkages with the child support enforcement agency, children's service agency as well as social services.
- Assumes case management responsibilities for the participant and arranges for supportive services as needed.
- Conducts interactive interviews via the computer system, determine/redetermine eligibility for financial assistance, food stamps, medical assistance, prevention, retention and contingency, childcare and work force development.
- Provides information regarding the regulations governing assistance, and participant rights and responsibilities.
- Makes necessary case changes and determines continuing eligibility for assistance.
- Completes necessary forms and other documentation to substantiate the eligibility decision and level of benefits.
- Assess/reassess OWF and Food Stamp recipients/applicants for job readiness and work requirement activities.
Ward Clerk
One Health Ohio
02.2016 - 01.2019
- Organized paperwork for doctors, nurses, and patients.
- Assisted nursing staff with daily tasks, contributing to a well-organized and functional ward environment.
- Documented latest information in computer system and printed paperwork.
- Stored and retrieved permanent records on daily basis.
- Contributed to a positive ward atmosphere through friendly interactions with patients, families, and staff members.
- Trained new Ward Clerks on best practices for administrative duties, contributing to a knowledgeable workforce that maintained high standards of service quality.
- Maintained accurate patient records, ensuring confidentiality and adherence to HIPAA regulations.
- Prepared necessary documentation for patient admissions and discharges, ensuring smooth transitions of care.
- Supported physicians by promptly providing accurate patient information, facilitating timely decision-making and treatment plans.
- Filled out records, staffing sheets, and patient documents.
- Supported office staff and operational requirements with administrative tasks.
- Answered multi-line phone systems to manage incoming and outgoing calls for busy medical departments.
- Organized medical supplies inventory to maintain optimal stock levels and prevent shortages during critical situations.
- Skillfully managed multi-line phone system, directing calls to appropriate departments and taking messages when needed.
- Improved communication among team members by maintaining updated contact lists and facilitating meetings as needed.
- Enhanced patient experience by efficiently managing medical records, scheduling appointments, and coordinating with healthcare professionals.
- Elevated overall effectiveness of the ward by consistently monitoring and updating patient boards, ensuring all pertinent information was visible to staff members.
- Streamlined administrative processes for improved efficiency in handling patient information and communication between staff members.
- Expedited registration processes by accurately entering patient demographic data into electronic health record system.
- Reduced wait times for patients by effectively managing appointment schedules and room assignments.
- Provided valuable assistance during emergency situations by quickly alerting appropriate medical personnel when necessary.
- Ensured timely delivery of laboratory results by tracking orders and following up on pending tests when necessary.
- Collaborated with interdisciplinary teams to coordinate seamless care for all patients on the ward unit.
- Optimized workflow within the ward by creating efficient systems for organizing paperwork such as forms and charts.
- Maintained patient confidentiality in line with HIPAA regulations.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Maintained current and accurate medical records for patients.
- Managed incoming calls and directed to appropriate department.
- Maintained rapport with physicians, nurse,s and other healthcare personnel.
- Transcribed doctors' medication orders, lab test requests, and care plans.
- Monitored inventory levels and advised management of need for replenishment.
- Processed lab paperwork and requests according to physicians' orders.
- Enhanced office productivity by handling high volume of callers per day.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Prepared and processed patient referrals and transfer requests.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Compiled physical and digital documents, charts, and reports.
- Responsible for greeting visitors, answering phones and providing general information.
- Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
- Conducted patient intake interviews to collect medical information and insurance details.
Accounts Receivable Clerk
Mercy Health Hospital
Youngstown, Ohio
01.2004 - 12.2007
- Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
- Improved communication between the front desk and clinical staff by providing accurate, up-to-date appointment information.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
- Managed complex schedules for multiple healthcare providers, ensuring timely patient care and provider availability.
- Assisted in maintaining a clean, organized work environment that fostered efficient daily operations within the clinic setting.
- Anticipated scheduling conflicts and proactively resolved them before they impacted patient care or provider availability.
- Provided exceptional customer service to patients, addressing inquiries and resolving issues related to scheduling or billing concerns.
- Coordinated special accommodations for patients with specific needs or requests, ensuring their comfort during appointments.
- Prioritized patient needs by effectively organizing back-to-back appointments and managing waitlist requests for urgent care situations.
- Supported clinic operations by assisting with administrative tasks such as filing, data entry, and phone management when needed.
- Developed strong relationships with referring physicians'' offices, facilitating seamless coordination of shared patients'' appointments.
- Maintained detailed records of all accounts receivable transactions.
- Responsible for entering customer payments into the accounting software system.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Negotiated payment plans with delinquent accounts.
Customer Support Specialist
Teletech
01.2000 - 02.2003
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
- Reduced call handle time, allowing for more customer inquiries to be resolved each day.
- Conducted detailed analysis of customer feedback to identify patterns and areas for improvement in product development.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
- Optimized use of CRM tools, ensuring accurate tracking and follow-up of customer interactions.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Identified areas of improvement in existing processes or procedures used for providing support services.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Recorded all customer interactions into the database system accurately and completely.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Processed customer account changes with proprietary software.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Education
Associate of Applied Science - Medical Assisting
Trumbull Business College
Warren, OH05-2010
Some College (No Degree) - Criminal Justice
Kent State University
Warren, OHSkills
- Database management
- Appointment reminders
- Data entry proficiency
- HIPAA regulations
- Accurate documentation
- Appointment scheduling
- Application assessment
- Effective communication skills
- Applicants support and service
- Documentation and paperwork
- Interviewing techniques
- Public assistance programs
- Medicaid
- Microsoft office
- Eligibility procedures
- Benefits administration
- Verbal communication
- Public assistance
Timeline
Eligibility Referral Specialist II
Trumbull County Job and Family Services
01.2019 - 10.2024
Ward Clerk
One Health Ohio
02.2016 - 01.2019
Accounts Receivable Clerk
Mercy Health Hospital
01.2004 - 12.2007
Customer Support Specialist
Teletech
01.2000 - 02.2003
Associate of Applied Science - Medical Assisting
Trumbull Business College
Some College (No Degree) - Criminal Justice
Kent State University
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