Shelby Milloy

Ft Worth,TX

Summary

Proactive call center supervisor specializing in staff training and performance management to optimize caller interactions. Experienced in overseeing high-volume call operations and implementing training initiatives that elevate team effectiveness. Focused on achieving measurable improvements in customer satisfaction and business outcomes.

Overview

Certification

years of professional experience

Work History

Patient Care Coordinator

Envision Imaging

, TX

07.2024 - Current

Coordinated patient schedules for imaging services to optimize workflow efficiency.
Communicated with patients regarding preparation instructions for imaging procedures.
Assisted healthcare providers by ensuring accurate patient information in electronic records.
Educated patients on imaging procedures and addressed any concerns or questions.
Managed insurance verification processes to ensure coverage for imaging services.
Monitored appointment cancellations and worked to reschedule patients promptly.
Facilitated communication between patients and insurance companies regarding claims and benefits.
Maintained accurate records of all patient care activities using electronic health record systems.
Scheduled appointments for patients and coordinated follow-up visits as needed.

Developmental Disabilities Case Manager

A Meaning of Life

Burleson, TX

03.2024 - 01.2025

Facilitated communication between clients, families, and healthcare providers.
Conducted follow-up assessments to ensure ongoing client support effectiveness.
Developed positive relationships with clients, family members, caregivers, and service providers.
Developed individual plans of care that address the unique needs of each client and their families.
Provided emotional support during times of stress or crisis situations encountered by clients with disabilities.
Provided advocacy services to ensure clients are being provided necessary services in a timely manner.
Monitored client progress by conducting home visits and reviewing medical records.

Education

Diploma -

Altus Charter High School

San Diego, CA

06-2022

Skills

Customer support expertise
Interpersonal communication skills
Proficiency in Microsoft Office Suite
Detail-oriented observation skills
Mobility transfer assistance
Meal preparation services
Housekeeping duties and responsibilities
De-escalation strategies for conflict resolution
Documentation of client care activities
Certified in CPR techniques
Knowledge of medical terminology
Understanding of HIPAA regulations and importance
Identifying and resolving patient issues efficiently

Management of relationships with agents and supervisors
Scheduling for patient appointments
Management of records and documentation
Verification of insurance claims
Quality assurance methodologies
Monitoring compliance standards
Leadership within teams
Management of time effectively
Outreach and follow-up with patients
Performance monitoring
Training and development
Call center operations