Shelly DeSmith
Cleveland,OH
Summary
Over the course of twenty-one years, I have preformed many tasks and services within the guise of the healthcare industry. I have worked as an individual providing direct care, as well as an individual of supervisory capacity. In the last four and a half years, my journey has brought me here to ECHO Health. At ECHO, I have provided exemplary customer service to our providers as well as our payers. Currently, I answer incoming phone calls to the Provider Support Department. I have learned a lot from my team and the surrounding teams and look forward to the challenge of what a new team experience may bring. I have worked closely with the EDI department in the past where I learned how to complete EFT and ERA enrollments as well and search for missing 835’s. I feel that I would be a valued asset to the EDI team. I am passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. I am a dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
26
26
years of professional experience
Work History
STNA
Berea Alzheimer’s Care Center
01.1998 - 10.1998
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Secured patient information and maintained patient confidentiality by completing and safeguarding all medical records.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
Provider Support Specialist
ECHO Health Inc
01.2019 - Current
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Communicated with clients to verify roots and causes of computer problems.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
STNA
Royal Oak
01.2018 - 01.2020
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Secured patient information and maintained patient confidentiality by completing and safeguarding all medical records.
- Furthered skills by actively taking part in employee training and taking classes to improve skills.
Group Home Coordinator
Echoing Hills
01.2018 - 01.2019
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Communicated with patients, ensuring that medical information was kept private.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Discussed medical histories with patients in effort to provide most effective medical advice.
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
STNA/ CHPNA / GOAD Coordinator
Crossroads Hospice
01.2011 - 01.2017
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Secured patient information and maintained patient confidentiality by completing and safeguarding all medical records.
- Furthered skills by actively taking part in employee training and taking classes to improve skills.
- Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
STNA
Olmsted Manor, Aspen Community Living
01.2011 - 09.2011
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Secured patient information and maintained patient confidentiality by completing and safeguarding all medical records.
- Furthered skills by actively taking part in employee training and taking classes to improve skills.
- Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
Supported Living Home Supervisor
Northeast Care Center
01.2005 - 01.2010
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Provided mobility assistance such as walking and regular exercising.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Assisted disabled clients to support independence and well-being.
- Administered medication as directed by physician.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Followed nutritional plans to prepare optimal meals.
- Provided transportation and appointments management.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
- Developed rapport to create safe and trusting environment for care.
- Offered patients and families emotional support and instruction in preparing healthy meals, independent living, and adaptation to disability or illness.
- Developed individual care plans for clients based on specific needs.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Communicated with patients, ensuring that medical information was kept private.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Discussed medical histories with patients in effort to provide most effective medical advice.
DSP/ House Supervisor
Stonewood Residential
01.1998 - 01.2004
- Supervised daily activities and provided assistance to staff.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Maintained clean, safe, and well-organized patient environment.
- Assisted disabled clients to support independence and well-being.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Administered medication as directed by physician.
- Developed rapport to create safe and trusting environment for care.
- Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
- Transported clients to medical and dental appointments to provide support.
- Developed and implemented individualized care plans to meet individual needs of each client.
- Monitored progress and documented patient health status changes to keep care team updated.
- Led patient or group recreational activities for enhanced patient outcomes.
- Researched community resources and services to provide accessibility and assistance to clients.
- Educated clients and family members on relevant topics to support independent living.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Communicated with patients, ensuring that medical information was kept private.
- Discussed medical histories with patients in effort to provide most effective medical advice.
Education
Graduate, Diploma -
John Marshall High School
Cleveland, OH.No Degree - Undergraduate
Cuyahoga Community College
Cleveland, OH08.1997
and renewed in 2007. NAR# 400629630607 -
Skills
- Medical Records Management
- Supporting Daily Living Needs
- Grooming and Bathing Assistance
- Nursing Assistance
- Microsoft Excel
- Active Listening
- Senior Leadership Support
- Report Transcription
- Customer Relations
- Microsoft Word
- Staff Training
- Call Center Operations
- Professional Telephone Demeanor
- Conflict Mediation
- Critical Thinking
- Customer Relationship Management
- Customer Service
- Recordkeeping Strengths
- Problem-Solving Ability
- Computer Proficiency
- Brand Representation
- Reading Comprehension
- Managing Multiple Tasks
- Typing Proficiency (working on it)
- Conflict Resolution
- Quality Control
- Policy and Procedure Adherence
- Research
- Prioritization
- Grammar
- Documentation
Timeline
Provider Support Specialist
ECHO Health Inc
01.2019 - Current
STNA
Royal Oak
01.2018 - 01.2020
Group Home Coordinator
Echoing Hills
01.2018 - 01.2019
STNA
Olmsted Manor, Aspen Community Living
01.2011 - 09.2011
STNA/ CHPNA / GOAD Coordinator
Crossroads Hospice
01.2011 - 01.2017
Supported Living Home Supervisor
Northeast Care Center
01.2005 - 01.2010
STNA
Berea Alzheimer’s Care Center
01.1998 - 10.1998
DSP/ House Supervisor
Stonewood Residential
01.1998 - 01.2004
Graduate, Diploma -
John Marshall High School
No Degree - Undergraduate
Cuyahoga Community College
and renewed in 2007. NAR# 400629630607 -
Similar Profiles
Donshay finnDonshay finn
Caregiver at Eagle Ridge Alzheimer’s care centerCaregiver at Eagle Ridge Alzheimer’s care center
Jennifer JonesJennifer Jones
Community Resource Director at Creekside Alzheimer’s Special Care CenterCommunity Resource Director at Creekside Alzheimer’s Special Care Center
Sabrina CoqSabrina Coq
CNA Assistant at Alzheimer’s Care CenterCNA Assistant at Alzheimer’s Care Center
Retha WagnerRetha Wagner
Nutrition Service Worker at University Hospital St John Medical CenterNutrition Service Worker at University Hospital St John Medical Center
Mahagany RiveraMahagany Rivera
Home Health Aide at Family Home Medical Support ServicesHome Health Aide at Family Home Medical Support Services