Shelby E. Koenes
Huntertown,IN
Summary
Highly motivated, dedicated, team focused leader with a decade of experience in customer relations. Extensive background in detail oriented oral and written communication, organizational service excellence, and service recovery.
Overview
10
10
years of professional experience
Work History
Patient Advocate
Parkview Health
03.2019 - Current
- Responded daily to communication from patients and family members with compassion and knowledge to report their requests, concerns, and feedback to Leadership.
- Organized patient meetings to gather required information to report patient grievances.
- Responded to patient concerns while ensuring organization remains within mandated compliance timeframe
- Facilitated communication between patients, families, and healthcare teams to support positive outcomes
- Identify, document, and communication to Leadership any organization-wide patient relation trends associated to patient experience or care.
- Worked effectively with staff from all departments to coordinate resolutions.
- Utilized knowledge of available resources to help patients select appropriate courses and obtain relevant support.
Teller
Wells Fargo
08.2016 - 04.2018
- Answered and assisted 50-100 customer inquiries daily regarding account balances, transaction history, services charges and interest rates.
- Identified sales opportunities and referred customers to branch partners in financial services for additional assistance.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Processed customer transactions promptly, minimizing wait times.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
Tanning Consultant
Desert Sun Tanning Salon
08.2015 - 08.2016
- Educated clients on health and safety of tanning facilities and procedures.
- Utilized knowledge of tanning products and skin types to tailor customers' tanning experiences.
- Achieved and exceeded daily, weekly, and monthly sales goals
- Followed daily procedures and protocols to fit customer and business needs.
- Attended and collaborated at corporate level trainings with Executive Leadership.
Patient Care Technician
Parkview Health
06.2014 - 07.2015
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Answered patient assistance calls, assessed needs and offered qualified support.
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Maintained clean and safe environment to promote patient safety and comfort.
Education
Master of Healthcare Administration -
University of Saint Francis
Fort Wayne09.2019
Bachelor of Healthcare Administration -
Indiana Wesleyan University
Marion, IN05.2017
Skills
- Verbal and Written Communication
- Active Listening
- Time Management
- Multitasking and Organization
- Customer Relations
- HIPAA Compliance
Timeline
Patient Advocate
Parkview Health
03.2019 - Current
Teller
Wells Fargo
08.2016 - 04.2018
Tanning Consultant
Desert Sun Tanning Salon
08.2015 - 08.2016
Patient Care Technician
Parkview Health
06.2014 - 07.2015
Master of Healthcare Administration -
University of Saint Francis
Bachelor of Healthcare Administration -
Indiana Wesleyan University
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