Shelley Robbins
East Tennessee,TN
Summary
Seasoned Provider Relations Representative possessing in-depth knowledge of various insurance plans and policies. Expertise in handling high volume of calls, efficiently resolving disputes and identifying ways to improve processes. Proficient in Microsoft Excel and SharePoint Communicative and detail-oriented individual with excellent interpersonal abilities.
Overview
9
9
years of professional experience
Work History
Provider Relations
United Healthcare
05.2024 - Current
- Developed comprehensive training materials for new Provider Relations Coordinators, ensuring a smooth onboarding process.
- Mentored junior staff members within the Provider Relations department, cultivating a supportive learning environment that facilitated professional growth.
- Assisted in the preparation of regular reports for executive leadership, highlighting key provider relations metrics and trends for strategic decision-making purposes.
- Developed customized reports for management on key provider relations indicators, informing strategic decision making.
- Improved provider relations by conducting regular on-site visits and addressing concerns in a timely manner.
- Managed approximately 40 incoming calls, emails, and faxes per day from providers.
Community Health Advocate
Landmark Health/Optum
12.2022 - 05.2024
- Conducted home visits to assess needs of families and offer services in collaboration with public health nurses and other service providers.
- Streamlined the insurance claims process for clients by navigating complex healthcare policies and advocating for coverage of necessary treatments.
- Collaborated with interdisciplinary teams to develop integrated approaches to patient care that optimized outcomes and streamlined processes.
- Implemented outreach strategies to engage clients in community-based services.
- Reduced hospital readmission rates for clients by providing thorough follow-up care and connecting them with necessary outpatient services.
- Made approximately 50 calls per day to potential patients.
Practice Manager
AwareMED
05.2022 - 12.2022
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions
- Ordered all office supplies and kept check on inventory level
- Facilitated communication between staff members, fostering collaborative work environment that improved overall team performance.
- Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
- Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently
- Supervised team of six office personnel.
Quality Assurance Manager
Sales Partnerships, Inc
08.2021 - 01.2022
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
- Enhanced product quality by implementing comprehensive QA processes and procedures.
- Drove successful product launches with rigorous pre-release testing protocols that minimized post-launch issues.
- Visited approximately 25-30 business per day.
Social Services Director
Signature Healthcare
08.2020 - 01.2021
- Referred families to shelters, legal resources, and educational programs.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Oversaw staff development through in-depth trainings, workshops, seminars, and other learning opportunities.
- Developed and implemented variety of innovative policies and strategies to promote client self-sufficiency.
- Conducted regular program evaluations to ensure continuous improvement and effectiveness in service provision.
- Made approximately 8-12 Assessments per day on admitted residents.
Client Services Manager
All Ways Caring Healthcare
06.2019 - 09.2020
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
- Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company''s reputation.
Marketing Manager
The Carson Black Lung Center
01.2016 - 04.2019
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Managed social media accounts for optimal audience engagement and increased online presence.
- Developed and implemented marketing strategies to use for launches, rebranding campaigns and promotions.
- Collaborated with cross-functional teams to ensure consistent branding across all company touchpoints and communications channels.
- Boosted sales performance through the creation of engaging promotional materials and targeted advertising strategies.
Education
Bachelor of Science - Psychology
Liberty University
Lynchburg, VA05.2013
Skills
- Provider Relations
- Customer relations specialist
- Managing customer relationships
- Basic Life Support for Health Care Providers
- Relationship Enhancement
- Public Relations Tactics
- Public Relations and Community Outreach
- Building Trust and Relationships
- Customer Relationship Management (CRM)
- Provider support
- Building Customer Relationships
- Culturally sensitive service provider
Timeline
Provider Relations
United Healthcare
05.2024 - Current
Community Health Advocate
Landmark Health/Optum
12.2022 - 05.2024
Practice Manager
AwareMED
05.2022 - 12.2022
Quality Assurance Manager
Sales Partnerships, Inc
08.2021 - 01.2022
Social Services Director
Signature Healthcare
08.2020 - 01.2021
Client Services Manager
All Ways Caring Healthcare
06.2019 - 09.2020
Marketing Manager
The Carson Black Lung Center
01.2016 - 04.2019
Bachelor of Science - Psychology
Liberty University
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