Shelea Rogers
Temple,TX
Summary
Detail-oriented healthcare professional with 10+ years of experience in patient support, customer service, data entry, scheduling, and electronic documentation. Proficient in Epic EMR, HIPAA-compliant handling of sensitive information, and remote communication by phone, email, and chat. Seeking remote medical support, care coordination, healthcare customer service, or medical data entry role.
Overview
1
1
Certification
4
4
years of post-secondary education
18
18
years of professional experience
Work History
Healthcare Customer Service Representative
UnitedHealthcare
Irvine, California
09.2023 - Current
- Assist members with questions regarding healthcare benefits, coverage, accounts, and services.
- Delivered professional customer service and support to UnitedHealthcare members in a remote environment, enhancing member satisfaction.
- Managed high-volume calls, consistently meeting quality, productivity, and customer service expectations to maintain service standards.
- Resolve customer concerns efficiently while maintaining professionalism, empathy, and attention to detail.
- Facilitated clear communication with members, healthcare providers, and internal teams to resolve issues and ensure appropriate assistance.
- Navigate multiple computer systems and online portals while accurately documenting customer interactions.
- Protect confidential member information and follow HIPAA and company privacy requirements.
- Worked remotely to assist members with their inquiries
- Answered member calls about benefits, claims, and plan coverage for UnitedHealthcare.
PCA/Unit Secretary
CHI St. Luke's Hospital
Sugar Land, TX
01.2013 - 01.2023
- Coordinated scheduling and documentation workflows for clinical teams, enhancing patient flow and optimizing appointment management.
- Scheduled patient appointments, tests, and transport using hospital systems.
- Entered and maintained accurate patient data in Epic EMR daily, ensuring seamless reconciliation of records and up-to-date clinical notes.
- Engaged with patients, families, and staff through phone and electronic communication to provide necessary information.
- Managed multiple tasks simultaneously in a busy environment while ensuring accuracy and punctuality.
- Answered phone calls to provide assistance, information, and medical personnel access.
- Answered phones and greeted visitors with clear, professional service.
- Responded to phone inquiries, offering assistance and directing calls to medical personnel as needed.
Phlebotomy Technician
Sealy Medical Clinic
Sealy, TX
01.2012 - 01.2013
- Collected venipuncture and capillary specimens.
- Verified patient identity and prepared collection supplies for phlebotomy procedures.
- Gathered venipuncture and capillary specimens to ensure accurate laboratory testing.
- Processed patient records and ensured data accuracy for lab orders and results to support timely and accurate patient care.
- Documented and labeled laboratory specimens to ensure accurate tracking and identification. and ensured accurate documentation in clinic records for tracking.
- Verified patient identity and ordered tests before specimen collection.
Certified Nursing Assistant
Brookshire Nursing and Rehabilitation
Brookshire, TX
01.2009 - 01.2013
- Assisted with bathing, dressing, and personal hygiene.
- Monitored vital signs and reported changes to licensed nursing staff.
- Documented resident care in charts and shift reports.
- Coordinated patient communications and supported nursing staff with administrative tasks to enhance the overall patient experience.
- Provided assistance to Oaks at Brookshire residents with bathing, dressing, and personal hygiene to ensure comfort and dignity.
- Coordinated patient communications and supported nursing staff with administrative tasks to enhance overall patient experience.
- Assisted Oaks at Brookshire memory care residents with daily routines to promote engagement and a sense of normalcy.
Education
High School -
Royal High School
08.2001 - 08.2005
Skills
- Electronic Health Records
- HIPAA compliance
- Healthcare support
- Claims Processing
- Patient intake
- Appointment Coordination
- Calendar management
- Remote communication
- Online systems
- Microsoft Word/Excel/Outlook
- Time Management
- HIPAA regulations
Personal Information
Availability: Open to Remote Work
Certification
Certified Nursing Assistant (CNA): Blinn College, Sealy, TX, Certificate in Phlebotomy: Smithwood, Houston, TX, Certifications: CNA - CPC/T/A - Phlebotomy Technician
ADDITIONAL
Availability: Open to Remote Work
Timeline
Healthcare Customer Service Representative
UnitedHealthcare
09.2023 - Current
PCA/Unit Secretary
CHI St. Luke's Hospital
01.2013 - 01.2023
Phlebotomy Technician
Sealy Medical Clinic
01.2012 - 01.2013
Certified Nursing Assistant
Brookshire Nursing and Rehabilitation
01.2009 - 01.2013
High School -
Royal High School
08.2001 - 08.2005