Sheena Ousley
Summary
Healthcare Specialist with 10+ years in Compliance Managing user data requests, being exceptionally detailed with information requiring sensitivity to user's privacy. Highly proficient in quality and user data rights by leveraging Salesforce, Zendesk, and various EMR systems and consistently praised by leadership for exceeding KPIs and improving team wide SOPs , expertise in managing and organizing medical records. Known for strong focus on team collaboration and achieving results. Skilled in electronic health records management, data entry, and patient privacy protocols. Reliable and adaptable to changing needs, fostering consistent workflow in healthcare environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Medical Records Coordinator
Vida Health
12.2025 - Current
- Help onboard 5,000+ new members by ingesting, indexing, tracking, and reconciling lab data and medical reports, leveraging expertise in medical operations, testing procedures, billing systems, and Zendesk to verify client records
- Praised by leadership for thoroughly maintaining 100% compliance with HIPAA and other regulatory protocols, and exceeding KPI by 30-50% each week by handling 50-80 cases daily, overcoming bottlenecks by improving workflows
- Achieve 0 errors across 3,000+ tickets within 3 months, earning commendations from leadership for accuracy, resulting in being selected as 1 or 3 team members to manage Member Services' prospect-to-client pipeline
- Managed electronic health record systems to ensure accuracy and compliance with regulations.
- Coordinated patient information retrieval processes, enhancing data accessibility for clinical staff.
Intake Specialist Support
Cohere Health
04.2024 - 12.2025
- Saved team ~$60K per day by ensuring 99%+ of all prior authorization requests were submitted on time, processing 20-25 forms per hour and coordinating with Peer-to-Peer, Missing Information, nurses and MD's to correct errors
- Serve as QA/QC SME working cross-functionally with other key teams on strategic projects that improved methods for managing, analyzing, and increasing the accuracy of documentation in Salesforce and EHR platforms
- Spearheaded the Blue Cross Blue Shield (BCBS) Tennessee support team's inaugural initiatives, developing playbooks of standard workflows, division-wide protocols, and acceptable workarounds for typical issues and requests
- Broke down communication barriers and data silos between Cohere and BCBS to improve information sharing, responsiveness to customer requests, management of escalated issues, and overall customer experience delivery
- Reviewed and processed clinical documentation for timely approvals
Technical Onboarding Specialist
Amplify
07.2023 - 03.2024
- Drove a 58% reduction in onboarding timelines for 1,000+ school districts by authoring internal technical documentation that streamlined cross-functional SaaS implementation processes
- Set up 100K+ student profiles, leveraging best practices in IAM to manage user identities, authenticate credentials, and control access permissions across cloud and on-premises systems, incorporating SSO and MFA
- Facilitated seamless onboarding processes for new employees, ensuring comprehensive understanding of company policies and culture.
- Collaborated with cross-functional teams to streamline onboarding workflows, improving efficiency and consistency across departments.
- Developed training materials and resources to enhance new hire learning experiences and engagement.
Lab Assistant
East Arkansas Family Health Center
10.2015 - 04.2021
Donor Floor Tech
PBSI Plasma
02.2013 - 10.2015
Education
Bachelor of Science Nursing Licensure - BSN
Western Governors University
10-2028
Skills
- Customer Onboarding
- Project Coordination
- Cross-Functional Collaboration
- Team Training
- Client Education
- Learning Management
- Regulatory Compliance
- Documentation Review
- Strategic Planning
- ICD-10 proficiency
- Release of information
- HIPAA compliance
- EHR expertise
- Audit preparation
- Document coordination
- Process improvement
Websites
Certification
- Coursera | Google Technical Support Certificate Dec 2023
- Licensed Life Insurance Agent
Timeline
Medical Records Coordinator
Vida Health
12.2025 - Current
Intake Specialist Support
Cohere Health
04.2024 - 12.2025
Technical Onboarding Specialist
Amplify
07.2023 - 03.2024
Lab Assistant
East Arkansas Family Health Center
10.2015 - 04.2021
Donor Floor Tech
PBSI Plasma
02.2013 - 10.2015
Bachelor of Science Nursing Licensure - BSN
Western Governors University
TECH TOOLS
Epic | E-Clinicals | ADP | Jira | Confluence | Salesforce | Zendesk | Slack | Excel & Google Sheets (VLOOKUP, Macros, Pivot Tables) | MS Office Suite | Google Suite