Shayla Jackson
Milwaukee,WI
Summary
Healthcare and customer service professional prepared for role focusing on patient navigation and support. Background includes efficiently managing patient care plans and fostering relationships with medical teams. Known for collaborative efforts and adaptability in dynamic healthcare environments. Key skills include patient advocacy, resource management, and compassionate communication. I have been working remotely for the last 5 years with open availability and is willing to relocate if needed. Seeking a challenging position where I can utilize my skills in customer service. Polished, professional rep offering 12 years of experience providing customer support in busy call center environments for public and also hearing impaired, an unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
Overview
7
7
years of professional experience
Work History
Patient Care Navigator
Optum/ United Healthcare
02.2024 - Current
- Consistently maintained confidentiality while handling sensitive patient information in accordance with HIPAA guidelines.
- Conducted comprehensive assessments of patient needs, developing individualized care plans accordingly.
- Assisted members with social determinants of health, and linked them to appropriate community resources.
- Reduced hospital readmissions for patients through proactive follow-up and continuous communication.
- Maintained detailed documentation of patient interactions, treatment plans, and progress notes for accurate recordkeeping.
- Identified potential barriers to care, and implemented tailored solutions to improve outcomes.
- Advocated for patients' best interests when working with insurance companies, or other external entities involved in their care process.
- Reviewed and processed medical claims for accuracy, completeness, and adherence to insurance policies and guidelines.
Scheduler/Customer Service Representative- Remote
Optum AT Home
01.2023 - 02.2024
- As a clinical care coordinator/scheduler, I work from home in a outbound setting. We connect with members to introduce clinical escalation, follow up and post hospital visits. Everything is in the benefit and well being of the patient. We also Provide them with benefits included with there insurance such as rides to and from the hospital and helping them finding in network providers. Essential Duties and Responsibilities (including but not limited to the following):
- Provide excellent customer service
- Provide patient appointment and procedure scheduling both on telephone and also with direct patient interaction in office, and scheduling maintenance of surgeries for one or more Physicians.
- Reschedule patient appointments as needed using EMR and Scheduling System.
- Must possess strong interpersonal skills to communicate effectively with patients, co-workers, Management Staff, and Physicians.
- Scheduling house calls visits for members
- Execute Schedule changes, cancellation requests via phone
- Assist with staff scheduling and assist manager as needed.
- Provide surgical instructions, communicate patient financial responsibility
- Demonstrate professionalism in appearance and actions with patients, staff, Physicians and Administrators at all times.
- Maintains confidentiality of patient information
- The Scheduler assures that patients have all information they need so that they will arrive on time and prepared for their procedures and that the hospital has all of the information required to bill properly for its services
- Receives requests to schedule procedures from physician offices and patients and schedules the procedures according to the availability of the various departments
- Provides accurate information so that all departments may view and print the schedule for the appointments daily, and maintains open communication with hospital departments regarding schedule changes
- Other duties may be assigned
Dispatcher/Customer Service Part Time
Advocate Aurora Health
09.2021 - 01.2023
- As a Security dispatcher we are responsible for administration and management to ensure that security guards can patrol a facility or private residence. Communicate with managers about staff and equipment needs. Monitor surveillance equipment, identifying safety hazards and problems and sending staff while logging each call from officers into multiple systems and spreadsheets.
- Initiate communication with team leader/manager when additional staffing support is necessary and assists with resolution of those issues.
- May be responsible and accountable for hiring, training, supervision and performance appraisals of security shift employees.
Customer Service Representative- Remote
AT&T- Mobily LLC
08.2018 - 01.2023
- Inbound call center attempting to save customers by giving value or services they currently have and also upselling other products. Main focus is Mobile currently. Getting customers and distributers set up with the service and maximizing there current savings. Very high paced center assisting 20-30 calls per day and also emails via SAP in between calls.
- Analyzing customer behavior.
- Placing orders and giving order status
- Process order expedite requests from sales representatives and customers
- Execute order changes, partial shipment requests cancellation requests via phone and email
- Gathering information about customer complaints.
- Developing aggressive retention strategies based on customer feedback.
- Negotiating with customers to renew contracts and retain business.
- Meeting with the sales team to propose customer retention solutions.
- Writing and presenting customer behavior reports.
- Building positive relationships with customers and business associates.
Education
High School Diploma - criminal justice
Bay view High School
12.2010
Skills
- Case Management (2 years)
- Sales
- Medical Scheduling (3 years)
- Dispatching (1 year)
- Order Management System (6 years)
- Customer service (9 years)
- Account Management (2 years)
- Patient assessment
- Care coordination
- HIPAA compliance
- Individualized care plans
- Documentation accuracy
- Patient advocacy
- Customer service excellence
- Appointment scheduling
- Procedure coordination
- Interpersonal communication
- Data analysis techniques
- Healthcare systems
- Patient confidentiality
Timeline
Patient Care Navigator
Optum/ United Healthcare
02.2024 - Current
Scheduler/Customer Service Representative- Remote
Optum AT Home
01.2023 - 02.2024
Dispatcher/Customer Service Part Time
Advocate Aurora Health
09.2021 - 01.2023
Customer Service Representative- Remote
AT&T- Mobily LLC
08.2018 - 01.2023
High School Diploma - criminal justice
Bay view High School