Shelly A. Roman
Tulsa,OK
Summary
Experienced professional Coordinator and Coaching support with over 20 years of experience in help desk, EAP systems, call center operation, and virtual support. Excited to bring my proven skills and customer enthusiasm to the team. Dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated to timely and accurate completion of patient assessments, supporting development of comprehensive care plans. Collaborates with interdisciplinary team in monitoring progress and adjusting plans to achieve target results.
Overview
10
10
years of professional experience
Work History
Online Dedicated Care Coordinator
Included Health
08.2022 - Current
- Triage incoming messages and calls related to members and dependent health plan changes, billing, and finding black affirming medical providers
- Assisting Google employees with utilizing their insurance benefits
- Book appointments for members after they have chosen new provider relaying any medical concerns member has to practice
- Act as an escalation point for team on unresolved customer issues and flag business and potentially contentious issues to senior management
- Offer customer retention incentives to loyal customers and account holders that had undesirable experiences
- Assist customers with filing claims and appeals process
- Analyze and provide support for billing issues to internal teams for review or correction with business and QA teams
- Engage stakeholders and maintain working business relationships with clients and internal support teams to enhance workflows and improve customer experience
- Manage customers case loads and schedule callbacks and chat back when appropriate
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
Clinical Coordinator
Cerebral
02.2022 - 07.2022
- Replying to inbound chat messages from members using Zendesk
- Working directly with doctors offices to assist with prescription orders and prior authorization concerns
- Calmly manage and resolve customer crisis during Telehealth visits, including disorderly members, and medical emergencies
- Answer and enroll members in Cerebral subscription plans
- Communicate in writing to complete paperwork and detailed reports regarding incidents and/or discrepancies to management and leadership
- Assist with cancellation requests, and emotional wellness
- Collaborating with the clinical team and managing communications between clients and clinicians
- Maintained thorough knowledge of products, sales, promotions, and holiday discounts to provide customers accurate responses.
- Coordinated, monitored, assigned, and documented patient and clinical care activities.
- Assessed clinical policies and procedures for compliance with changing regulations.
Customer Advocate, Customer support
AAA Auto Club Group
09.2021 - 02.2022
- Assisting customers with emergency roadside assistance
- Guiding members through safety procedures during stressful situations
- Using multiple maps and GPS coordinates to locate members in an emergency situation
- Obtaining adequate accommodations for members to safely reach their destination
- Communicating with multiple lines of facilities to achieve timely retrieval of auto club member and their property
- Accepting payments for new, renewals and membership retention
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Listened to customers in actively to assess issues and provide accurate information.
- Contacted outside providers on behalf of customers to help solve problems.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
Technical Support Specialist
Spectrum Communications, Bright House Networks
02.2021 - 05.2021
- Enforcing company standards and policies
- Working in a call center environment
- Troubleshooting with customers technical repairs with internet and cable devices Using an array of company databases and tools to assist in troubleshooting remotely in repairing customers issues
- Working in a fast paced ever changing environment
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Recorded and maintained relevant notes for each client and work order.
- Monitored systems in operation and quickly troubleshot errors.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Resolved numerous technical support inquiries per day.
Project Management Assistant
Service Electric Company
02.2014 - 12.2020
- Relayed updates to senior team members and clients.
- Organized, distributed and tracked project documents.
- Tracked project time and updated excel spreadsheets.
- Coordinated materials, charts and reports for weekly meetings.
- Recorded time allocated to projects and updated master tracking documents.
- Performed work according to project schedules and established quality standards.
- Created and updated records and files to maintain document compliance.
- Tracked and recorded open and closed orders and change requests to prevent errors, keeping all team members aligned with current demands.
- Handled administrative duties, filing, and errands.
- Provided assistance with preparation of project-related reports, manuscripts and presentations
Education
Certificate in Professional Life Coach - Counseling
Certified Life Coach Institute
RemoteAssociate of Science - undefined
Northwest Florida State college
Associate of Science - undefined
Virginia College
Certificate in Life Coach - undefined
Skills
- Patient Education
- Clinical Quality Program Standards
- Patient Care and Monitoring
- Progress Monitoring
- Care Planning
- HIPAA Guidelines
- Project Implementation
- Case Management
- Train Employees
- Patient Health Information Access
- Manage Records
- Scheduling
- Establish Policies
Timeline
Online Dedicated Care Coordinator
Included Health
08.2022 - Current
Clinical Coordinator
Cerebral
02.2022 - 07.2022
Customer Advocate, Customer support
AAA Auto Club Group
09.2021 - 02.2022
Technical Support Specialist
Spectrum Communications, Bright House Networks
02.2021 - 05.2021
Project Management Assistant
Service Electric Company
02.2014 - 12.2020
Certificate in Professional Life Coach - Counseling
Certified Life Coach Institute
Associate of Science - undefined
Northwest Florida State college
Associate of Science - undefined
Virginia College
Certificate in Life Coach - undefined
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