Shekelviyah Wilson
Jacksonville,AR
Summary
Experienced customer service and healthcare professional with over 8 years of experience in patient access, appointment coordination, insurance verification, customer support, and administrative operation. Proven ability to manage high-volume workloads while providing exceptional service to patients, customers, providers, and team members. Strong communication, problem- solving, leadership and organizational skills with a commitment to accuracy, professionalism, and customer satisfaction.
Experienced with managing outbound customer interactions, ensuring timely and accurate responses to inquiries. Utilizes critical thinking to resolve issues and improve customer experience. Track record of demonstrating patience and clear communication in high-pressure environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Inbound/ Outbound Customer Service Representative
Alorica
St. Joseph MO
05.2022 - Current
- Resolved customer inquiries regarding insurance benefits and coverage options efficiently.
- Educated patients on healthcare policies, enhancing understanding and compliance.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
Access Coordinator II
UAMS Neurology
Little Rock, AR
07.2020 - 05.2022
- Coordinated patient access and scheduling for neurology services, enhancing patient flow and service delivery.
- Streamlined intake processes by implementing efficient electronic health record systems, improving data accuracy.
- Collaborated with healthcare providers to resolve access issues, ensuring timely patient appointments and care continuity.
- Trained new staff on access protocols and system navigation, fostering a knowledgeable team environment.
- Played a crucial role in maintaining facility accreditation by ensuring adherence to established guidelines, standards, or protocols as part of the overall patient access process.
- Contributed to a positive work environment by actively engaging with peers during team meetings, sharing best practices, and offering constructive feedback on opportunities for continued growth.
- Improved patient access by streamlining registration processes and reducing wait times.
- Served as a liaison between patients and healthcare providers, ensuring clear communication of expectations and needs throughout the treatment process.
Asset Protection
Walmart Supercenter
Little Rock, AR
07.2018 - 07.2020
- Responsible for detecting and deterring theft while keeping customers and associates safe.
- Monitor area of responsibility by identifying shrink and ensuring a safe environment for both employees and customers.
- Act as a deterrent to criminal activity by remaining visible in a designated area.
- Enhanced asset protection strategies by conducting thorough risk assessments and implementing effective loss prevention measures.
- Assist with investigations, maintain documentation, execute emergency procedures and ensure safety.
- Collaborated with store managers to develop customized action plans for addressing unique asset protection challenges at each location.
Impact Leader and Date Entire
Little Rock Children International
Little Rock, AR
02.2017 - 07.2018
- Led team initiatives to enhance program delivery and community engagement for diverse youth populations.
- Developed strategic partnerships with local organizations to expand resource availability for children's services.
- Mentored staff through professional development programs, fostering a culture of continuous improvement and collaboration.
- Facilitated workshops aimed at empowering families with tools and knowledge for child development support.
- Mentored junior staff members, helping them develop leadership skills and advance their careers within the organization.
Receptionist
Little Rock Donaghey Student Center
Little Rock, AR
08.2016 - 12.2016
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Trained new staff on front desk operations, fostering team collaboration and support.
- Resolved conflicts and addressed concerns promptly, improving customer satisfaction rates.
- Helped maintain office security by monitoring visitor access and issuing badges.
Education
BA - Health Administration
University of Arkansas At Little Rock
Little Rock, AR05-2029
Skills
- I will be able to communicate very well Also, I’m not hard to reach and I have great leadership skills prior to my other leadership experiences Ability to work under pressure because of my previous experiences Vocal to any discussions and or decision making I lead by example therefore I have always led in the right and responsible direction Timely and prompt in all things and always a team player
- Patience and tolerance
- Goal oriented
- Outbound sales
- Data entry proficiency
- Continuous improvement
- Customer service optimization
- Documentation and reporting
- Complaint resolution
- Quality assurance
- Calm disposition
- Account management
- Call control skills
Certification
- Certified Appeals Coordinator, United Healthcare - 2022-2024
Community Service
- Arkansas Dream Center, 2016-09, 2017-05, Volunteered at Arkansas Dream Center during Fall of 2016–Spring 2017 and I conducted taking names of the people who entered. Greeted those who entered and helped them feel welcomed. I also assisted in the passing out of clothing to those in need. Worked at the food and drink area where I had to assist in giving out drinks. Lastly, I assisted in cleaning up in the women’s bathroom and gave feminine products to the ladies who were in need and mopped floors when the brunch was over.
- Stephens Middle School, 2017-09, 2017-12, During Fall 2017 I volunteered at Stephens Middle School. During that volunteering session I greeted students as they entered the building. Helped any student with their homework. Also assisted in one of the activities helping prepare healthy snacks. I also gave out eating utensils and assisted the teachers with any material they needed for the cooking matter segment.
Awards
I received my high school diploma on May 27, 2016 at Lee Senior High School in Marianna, AR., Also, I completed a three week summer program called Summer Bridge Academy with CWDCSA (Charles Donaldson Scholars Academy) at UA Little Rock in the Summer of 2016. Received honor roll my first fall semester at University of Arkansas at Little Rock.
Timeline
Inbound/ Outbound Customer Service Representative
Alorica
05.2022 - Current
Access Coordinator II
UAMS Neurology
07.2020 - 05.2022
Asset Protection
Walmart Supercenter
07.2018 - 07.2020
Impact Leader and Date Entire
Little Rock Children International
02.2017 - 07.2018
Receptionist
Little Rock Donaghey Student Center
08.2016 - 12.2016
BA - Health Administration
University of Arkansas At Little Rock