Shayla Williams-Titus
Columbia,MO
Summary
Results-driven and customer-focused professional with a strong background in both retail management and healthcare administration. Former Assistant Manager at Hibbett Sporting Goods, with a proven track record of leading high-performing teams, driving sales, and ensuring exceptional customer experiences. Recently served as a Patient Access Representative at a high-volume outpatient therapy clinic, handling over 700 new patients annually, where I streamlined front-end operations, scheduling, and insurance verification processes. Holds a degree in Health Sciences, combining industry knowledge with hands-on experience to support patient care and operational efficiency. Adept at multitasking, problem-solving, and fostering positive client and team relationships across fast-paced environments.
Overview
9
9
years of professional experience
Work History
Patient Access Representative II
Boone Health
10.2023 - Current
- Serve as first point of contact with patients at appointments and when scheduling
- Schedule initial and recurring patient appointments for therapy services
- Ensure accuracy in patient records during registration process
- Verify patient insurance benefits by contacting insurance companies via phone or through online insurance portals prior to therapy appointments
- Address patient needs and questions in-person and over the phone ensuring that all interactions are patient-centered and with a timely response
- Anticipate patients' needs concerning care, questions regarding therapy services, insurance or billing questions, or rescheduling and cancelling appointments
- Create and maintain electronic health records ensuring compliance with hospital policies and procedures
- Effectively communicate with therapists about patient needs and patient referrals
- Process incoming therapy orders from various providers
- Routinely fax patient plans of cares, progress notes, or other documents needing signatures
- Organize patient's charts, referrals, and general office paperwork
Assistant Manager
Hibbett Sporting Goods
07.2018 - 02.2024
- Supervise daily store operations, including opening/closing procedures, cash handling, and inventory control
- Deliver exceptional customer service by resolving complaints, processing returns, and assisting with product selection.
- Assist customers shopping experiences by engaging with customers, providing suggestions based on their needs, and ensuring that we created a satisfied and repeat customer
- Resolve customer and team conflicts professionally to maintain a positive and supportive work environment
- Assist in recruitment, interviewing, hiring and onboarding of new team members to build strong, customer-focused team
- Train, coach, and motivate sales associates to meet and exceed performance and sales goals and to ensure productivity by leading by example on the sales floor and having a customer-first mindset and by fostering a positive work environment
- Maintain visual merchandising standards in line with company guidelines to maximize product visibility and to appeal to customers
- Ensure compliance with company policies and procedures
Tutor
A Way With Words & Numbers
01.2017 - 05.2018
- Assess students learning needs and weaknesses
- Provide private instruction to individual or small groups of students to improve academic performance and prepare for academic tests
- Identify, develop, or implement intervention strategies, tutoring plans or individualized education plans for students
- Monitor student progress and effectively communicate with supervisor and parents to achieve educational goals
- Assist with pronunciation, reading comprehension skills, and vocabulary
- Built positive relationships with students, encouraging a safe and motivating learning environment
- Maintain accurate records of sessions and reported student progress
Education
Bachelor of Science - Health Science, Rehabilitation Sciences
University of Missouri
Columbia, MO05-2022
High School Diploma -
Neelyville High School
Neelyville, MO05-2017
Skills
- Excellent customer service & satisfaction
- Strong interpersonal communication skills
- Professional and personable
- Empathy & patience
- Highly organized & detail-oriented
- Leadership
- Teamwork
- Problem Solving
- Discretion and confidentiality with sensitive information
- Microsoft Office Suite (Teams, Word, Outlook, Excel)
- Meditech
- Vocera Technology
Volunteer Experience
MEALS ON WHEELS, Volunteer
Timeline
Patient Access Representative II
Boone Health
10.2023 - Current
Assistant Manager
Hibbett Sporting Goods
07.2018 - 02.2024
Tutor
A Way With Words & Numbers
01.2017 - 05.2018
Bachelor of Science - Health Science, Rehabilitation Sciences
University of Missouri
High School Diploma -
Neelyville High School