Overview
Work History
Education
Skills
Additional Information
Work Availability
Quote
Timeline
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Shelley Hampton

Shelley Hampton

Grove City,OH

Overview

29
29
years of professional experience

Work History

PSR/Care Coordinator

Quantum Health
03.2023 - Current
  • Receive inbound/Make outbound calls regarding insurance issues
  • Give extraordinary customer service with positive, empathetic and professional demeanor
  • Keep detailed notes of member’s issues so that a resolution is made
  • Trouble-shoot and find ways of ensuring the issue isn’t experienced again
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Sr. Ops Admin

FedEx Ground
10.2021 - 03.2023
  • Dispatch 60 to 120 city runs per day via TMS, allowing for real-time processing of loaded trailers
  • Enters and tracks monthly maintenance on 50 tractors to maintain compliance
  • Monitors scheduled runs to verify service levels are being met
  • Maintain up-to-date route templates to ensure cost of runs are minimal
  • Monitored changes in delivery schedule and communicated changes to customers.
  • Answered customer requests with information about product availability, shipping information and status updates.
  • Supervised driver dispatching, route planning and vehicle tracking for over [Number] drivers.
  • Identified locations and needs of callers to accurately send assistance.
  • Managed daily delivery and work schedules to maximize coverage.
  • Reported delays, accidents or other traffic and transportation situations.
  • Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.
  • Leveraged GPS devices and computer programs to plan routes, update customers or advise drivers about upcoming issues.
  • Investigated and resolved customer and vendor issues to retain business.
  • Liaised with customers to provide logistics for drivers and coordinate delivery times.
  • Alerted personnel of road and weather hazards to minimize accidents and delays.
  • Trained employees on triaging and dispatching procedures to properly handle daily calls.
  • Updated records of driver locations, delays, and cancellations.
  • Provided timely updates to customers regarding their orders or requests.
  • Maintained logs of all incoming calls and assigned tasks.
  • Resolved customer complaints related to service issues or delays.
  • Tracked vehicles using GPS technology and provided real-time status updates as needed.
  • Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
  • Managed a large volume of phone calls while ensuring accuracy in data entry.
  • Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
  • Organized paperwork associated with deliveries including manifests, bills of lading, packing slips.
  • Ensured compliance with safety regulations and company policies.
  • Developed strategies for improving efficiency within the dispatch department.
  • Dispatched drivers to meet daily delivery needs for company customers.
  • Participated in team meetings discussing changes in procedures or processes.
  • Documented services performed, operations information and dispatch details in system.
  • Addressed questions, problems or requests for service or equipment.
  • Maintained current knowledge of personnel in field and completed deliveries or delays.
  • Relayed work orders and information between work crews, supervisors and field personnel.
  • Arranged for repairs to restore service and schedules.
  • Conferred with customers or supervising personnel to address questions, problems or requests for service or equipment.
  • Mentored junior team members and managed employee relationships.

Quality Documentation Specialist

Nuance Communications
07.2021 - 09.2021
  • Transcribed recordings
  • Created a SOAP note for medical visits
  • Proofread, reviewed and verified dictation for accuracy and quality against established standards.
  • Transcribed documents and maintained high levels of accuracy.
  • Corrected errors in spelling, punctuation and grammar without changing meaning of sentences.
  • Developed and adhered to exacting transcription quality assurance standards and metrics.
  • Maintained strict confidentiality of transcribed data according to HIPAA regulations and company policy.
  • Replayed dictation tapes to verify contextual accuracy of reports.
  • Worked with supervising physician to complete and submit medical records.
  • Took notes during patient visits to document in electronic health records system.
  • Returned dictated reports in electronic form for physician review, signature and corrections.
  • Edited and proofread transcribed documents to ensure accuracy and completeness.
  • Ensured compliance with HIPAA regulations by maintaining confidentiality of all patient records.
  • Reviewed dictated reports for grammar, clarity, consistency, completeness, accuracy of data entry into electronic health record systems.
  • Processed digital voice files sent via secure FTP sites.
  • Demonstrated knowledge of HIPAA Privacy and Security Regulations by appropriately handling patient information.

Care Coordinator

EK Health Services Inc for Albertsons
02.2021 - 04.2021
  • Contacted 40 to 60 employees per day to assess return to work status
  • Updated Salesforce with details of the contact, including closing case and date
  • Made detailed notes regarding health issues and sent emails to the nurse and the HR representative
  • Helped with backlog of cases to update return to work dates and ensured accuracy of key data, decreasing open cases by 50%
  • Role was based on COVID
  • Coordinated return-to-work activities for employees returning from a leave of absence.
  • Facilitated communication between supervisors, HR personnel, and other stakeholders involved in the leave process.
  • Updated HR databases with current information related to employees' leaves of absences.

ERC-DLS Associate

Amazon
Winslow , AZ
07.2020 - 01.2021
  • Provided start dates/end dates for leaves and accommodations over the phone
  • Advised what documentation was required, due date, and how to insure receipt in the timeliest fashion
  • Created Trouble Tickets resulting in employees returning to work within 1-2 days instead of 1-2 weeks
  • Created GEMBA tickets for process improvements
  • Provided guidance to employees on the Family Medical Leave Act regulations, company policies, and procedures related to leaves of absence.
  • Coordinated with payroll department to ensure accurate tracking of employee paid or unpaid leave hours.
  • Collaborated closely with Human Resources staff members on various projects related to employee absences.

Customer Service Representative

Rotech Healthcare
10.2019 - 06.2020
  • Provided services over the phone and in person for DME products, resulting in an additional 10% customer base
  • Created patients in a proprietary CRM
  • Verified patients' insurance coverage
  • Obtained Prior Authorizations
  • Verified eligibility in Medicare, Medicaid, and commercial insurance portals
  • Ensured completeness of documents for billing reimbursement purposes, resulting in 30% decreased outstanding Accounts receivable amounts owed
  • Role was based on COVID
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Made outbound calls to obtain account information.
  • Improved customer service wait times to mitigate complaints.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Supported sales team members to drive growth and development.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Updated databases with new and modified customer data.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Collected deposits or payments and arranged for billing.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.

Utilization Management Assistant

Banner Health System
04.2012 - 10.2019
  • Acquired insurance authorizations for hospital days, averaging 95%
  • Directed the installation of improved work methods and procedures to achieve efficiency which resulted in decreased turnaround time from 3 to 5 days down to within 8 hours
  • Regularly evaluated employee performance, provided feedback, assisted, and coached staff as needed which resulted in obtaining authorizations at nearly 75% overall, up from 50%
  • Developed and helped to arrange continuing education opportunities for the Utilization Management Assistant staff to increase knowledge and skills, resulting in turnaround times of 8 hours or less and obtaining 75% authorization rates
  • Monitored shared email in-boxes and ensured inquiries were addressed within hours instead of 1-2 days
  • Confirmed patient information being submitted to the Insurance Company accurately depicted the level of treatment which resulted in 30% less denials
  • Provided recommendations for resolving defects in Electronic Medical Record program and processes to ensure turnaround time of less than 8 hours
  • Followed up with insurance companies and individuals to resolve discrepancies, increasing revenue and mitigating denials for lack of information or missing deadlines
  • Developed and created a more effective Intake process to accelerate clinical requests processing, increasing efficiency of turnaround from hours to less than 15 minutes
  • Provided support for external auditing requests from payers and payers' representatives.
  • Interpreted medical record documentation to determine if requested services meet criteria for authorization.
  • Assisted with training new personnel on departmental processes and procedures related to utilization management.
  • Acted as a liaison between providers, payers, members and other stakeholders when resolving issues related to authorization status or payment discrepancies.
  • Adhered to HIPAA requirements to safeguard patient confidentiality.
  • Answered telephones and directed calls to appropriate medical or adminstrative staff.
  • Transmitted medical records and other correspondence by mail, e-mail, or fax.

Health Unit Coordinator

Banner Heart Hospital
11.2005 - 04.2012
  • Developed the information board for maximum efficiency in maintaining Department flow, resulting in number of patients per day from 25 to 40
  • Taught CNA’s and HUC’s as a Cerner Super User
  • Helped with the Nurses’ training in Cerner
  • Helped with the onboarding of Facilities adopting Cerner
  • Maintained office supplies and monitored equipment for repairs
  • Communicated with patients and medical staff to convey important information and facilitate smooth unit operations.
  • Maintained unit supplies and equipment for medical staff and patient care needs.
  • Responded to patient call lights quickly and expedited appropriate follow-through.
  • Transcribed physicians' orders to aid in medical care and minimize medical errors.
  • Answered incoming calls and routed them to the appropriate departments or staff members.
  • Organized patient records, charts, and other documents in an orderly manner.
  • Prepared new patient files by entering demographic information into a computer system.
  • Greeted visitors and directed them to the proper area of the office.
  • Maintained inventory of medical supplies and equipment in health unit.
  • Provided administrative support to nursing staff as needed.
  • Processed paperwork related to hospital admissions, discharges, and transfers.
  • Managed daily operations of the health unit including filing, faxing, photocopying.
  • Conducted quality assurance checks on all patient records for accuracy and completeness.
  • Assisted with orienting new employees to departmental procedures.
  • Updated patient information in electronic systems according to established policies and procedures.
  • Coordinated communication between various departments within the facility regarding patient care needs.
  • Participated in team meetings regarding policy changes or improvements within the health unit.
  • Communicated with patients with compassion while keeping medical information private.
  • Collaborated with multi-disciplinary staff to improve overall patient care and response times.
  • Maintained records management system to process personnel information and produce reports.
  • Monitored inpatient bed use, facilities and staff to provide optimal use of resources.

Lead Patient Flow Facilitator

Banner Good Samaritan Family Practice
04.2005 - 11.2005
  • Found charts for messages, prescriptions, and appointments
  • Reviewed and faxed information for medical releases
  • Consolidated diverse medical records
  • Helped alleviate the filing backlog
  • Purged outdated files
  • Maintained complete confidentiality in accordance with organization and legal requirements
  • Kept department clean, organized and professional.
  • Addressed customer information requests promptly and courteously, maintained strict confidentiality and respect and identified potential improvements to inquiry response processes.
  • Retrieved, sorted, and filed health information documents in assigned locations.
  • Monitored compliance with HIPAA regulations regarding patient privacy rights.
  • Processed requests for release of medical records in accordance with applicable laws and regulations.
  • Responded promptly to inquiries from physicians, nurses, administrators, legal representatives., regarding the status of patient records.
  • Met needs of physicians and other treating team members with timely retrievals of patient medical records.
  • Protected medical information against unauthorized access, loss or corruption by consistently following security protocols.

Health Unit Coordinator/Admitting Representative

St. Ann's Hospital
Westerville, OH
07.2002 - 03.2005
  • Transcription of doctors' written orders
  • Ordered tests through HBOC
  • Helped to devise a teamwork approach for efficiency
  • Secretarial duties
  • Entered patient demographics
  • Scheduled surgeries
  • Completed registration quickly and cordially for all new patients
  • Collected copays and verified insurance
  • Obtained signatures on Registration paperwork
  • Displayed courtesy and strong interpersonal skills with all customer interactions
  • Trained others as necessary.

Customer Service Representative

Merck-Medco Pharmacy Services
Columbus, OH
10.1994 - 06.1998
  • Researched customers' questions and complaints
  • Walked orders through processing to ensure timely delivery
  • Took phone calls regarding claim status
  • Re-processed claims to bring resolution
  • Updated the customer's communication record accurately and with enough details for follow up if necessary
  • Trained others as necessary.

Education

Certificate of Medical Transcription -

Knox County Career Center
Mount Vernon, OH

Certificate of Health Care Management

Maricopa Community Colleges - Gateway Community College
Phoenix, AZ

Skills

  • Adaptable, Agile, Calm, Caring, Committed, Competent, Conscientious, Consistent, Creative, Customer-focused, Dedicated, Dependable, Disciplined, Effective, Energetic, Flexible, Focused, Hardworking, Innovative, Meticulous, Multi-task-oriented, Organized, Performance driven, Personable, Positive, Pragmatic, Proactive, Productive, Quality Service Skills, Reliable, Resourceful, Responsible, Results-oriented, Self-directed, Service-driven, Skilled, Strategic, Versatile
  • Strong planning skills
  • Dedicated to process improvement
  • Troubleshooting skills
  • Training manual contributor
  • Collaborative with multiple roles/departments/providers/team members
  • Personal and professional integrity
  • Staff training and development
  • Order Entry
  • CRM software
  • SharePoint (Teams), Skype
  • Employee Evaluation
  • Salesforce
  • Multitasking Abilities
  • Written Communication
  • Good Telephone Etiquette
  • Attention to Detail
  • Active Listening
  • Self-Motivated
  • Organization and Time Management
  • Critical Thinking
  • Flexible and Adaptable
  • MS Office

Additional Information

  • ACE Awards (Achieving Care Excellence)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Judge a man by his questions rather than his answers.
Voltaire

Timeline

PSR/Care Coordinator

Quantum Health
03.2023 - Current

Sr. Ops Admin

FedEx Ground
10.2021 - 03.2023

Quality Documentation Specialist

Nuance Communications
07.2021 - 09.2021

Care Coordinator

EK Health Services Inc for Albertsons
02.2021 - 04.2021

ERC-DLS Associate

Amazon
07.2020 - 01.2021

Customer Service Representative

Rotech Healthcare
10.2019 - 06.2020

Utilization Management Assistant

Banner Health System
04.2012 - 10.2019

Health Unit Coordinator

Banner Heart Hospital
11.2005 - 04.2012

Lead Patient Flow Facilitator

Banner Good Samaritan Family Practice
04.2005 - 11.2005

Health Unit Coordinator/Admitting Representative

St. Ann's Hospital
07.2002 - 03.2005

Customer Service Representative

Merck-Medco Pharmacy Services
10.1994 - 06.1998

Certificate of Medical Transcription -

Knox County Career Center

Certificate of Health Care Management

Maricopa Community Colleges - Gateway Community College

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Shelley Hampton