SHELAVIA WHITFIELD
ESI Inc
Lodi,NJ
1
Certification
28
years of professional experience
Dynamic Patient Care Advocate with extensive experience at ESI Inc, excelling in healthcare operations and compliance. Proven ability to manage patient prescriptions and billing inquiries, ensuring high-quality customer support. Strong organizational skills and a deep understanding of HIPAA regulations drive successful case management and enhance patient satisfaction.
Work History
Patient Care Advocate
17 Years- Resolved patient billing inquiries, ensuring clarity and satisfaction.
- Assisted doctors with patient prescriptions.
- Supported doctors in managing patient prescriptions to ensure accuracy.
- Facilitated effective communication with clients through managed outbound calls.
- Maintained accurate patient information by updating account records.
Tech Support Rep
4 Months- Troubleshot and diagnosed cable box issues, restoring service functionality for customers.
- Troubleshot and diagnosed cable line issues, enhancing service reliability for customers.
- Investigated and resolved customer billing inquiries, clarifying discrepancies to improve customer satisfaction.
- Updated customer account records for accuracy and completeness, supporting improved service delivery.
Business Customer Service Specialist
2 Years 3 Months- Processed business transactions, ensuring timely and accurate service delivery for clients.
- Investigated billing inquiries, resolving customer concerns to enhance satisfaction.
- Assisted telecom managers with wireless account management, streamlining communication via e-mail.
- Updated account records.
Customer Service
10 Months- Resolved high volume of customer phone inquiries, enhancing customer satisfaction
- Coordinated customer pick-up and delivery schedules, ensuring service timeliness
- Identified and procured necessary supplies to maintain operational efficiency to support uninterrupted operations
Consultant
3 Months- Resolved member issues and concerns, improving customer satisfaction ratings
- Addressed billing inquiries via email, ensuring timely response and resolution
- Analyzed communication strategies to boost client engagement and strengthen service delivery
- Resolved member issues and concerns to enhance customer satisfaction
- Addressed billing inquiries via email to ensure prompt resolution
Consultant
4 Years 4 Months- Resolved customer billing issues, improving client satisfaction and retention
- Executed collection activities, recovering outstanding payments and reducing account delinquencies
- Facilitated workshops to enhance team collaboration and stakeholder engagement.
- Developed communication plans that effectively addressed client project needs and facilitated successful outcomes.
- Executed collection activities to recover outstanding payments efficiently
Office Clerk
4 Years 2 Months- Maintained accurate financial records through bookkeeping tasks, ensuring reliable financial reporting.
- Managed busy phone lines, delivering timely assistance and enhancing customer satisfaction.
- Entered baby registry information into computer system, facilitating easy access for customers.
Education
Associate Degree - Healthcare Administration
Diploma Certificate - Pharmacy Technician
Certificate - Computer Information
Skills
Patient Advocacy
Patient Care
Care coordination
Prescription processing
Case coordination
Billing inquiry resolution
Medicare Customer Service
HIPAA
Regulatory compliance
Care plan management
Patient Assistance
Organizational skills
Certification
State of New Jersey Pharmacy Technician License 11/23/21 to 08/31/28
Timeline
Tech Support Rep
Sutherland Global Services
08.2015 - 12.2015Read More
Patient Care Advocate
ESI Inc
08.2009 - CurrentRead More
Business Customer Service Specialist
ATT
09.2005 - 12.2007Read More
Customer Service
DHL
10.2004 - 08.2005Read More
Consultant
9G Communications
06.2004 - 09.2004Read More
Consultant
Verizon
03.1999 - 07.2003Read More
Office Clerk
Buy Buy Baby
12.1998 - 02.2003Read More
Computer Learning Center
Certificate from Computer Information
Read More
Penn Foster
Diploma Certificate from Pharmacy Technician
Read More
Bergen Community College
Associate Degree from Healthcare Administration
Read More