Shenekia Evans
Mobile,AL
Summary
Driven by a strong foundation in health literacy and a commitment to ethics and confidentiality, I have significantly enhanced patient satisfaction and service quality at Conduent. My proactive approach in healthcare navigation and creativity has led to effective problem-solving and improved operational efficiencies, showcasing my ability to deliver results with compassion and innovation.
Overview
11
11
years of professional experience
Work History
Health Care Advocate
Conduent
07.2024 - Current
- Improved patient satisfaction by actively listening to concerns and addressing their needs promptly.
- Reviewed applications and screened patients to determine eligibility for medical and disability assistance.
- Enhanced healthcare service quality by collaborating with medical professionals and providing accurate patient information.
- Established strong relationships with community organizations, expanding the network of support available to patients in need.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
Web Chat Agent
Afni
08.2021 - 07.2024
- Contributed to a positive work environment through effective communication, collaboration, and active participation in team activities.
- Maintained high levels of data accuracy by accurately logging all interactions into the CRM system following company guidelines.
- Increased sales conversion rates by proactively identifying customer needs and recommending appropriate products or services.
- Boosted team performance by sharing best practices and collaborating on complex cases during regular meetings.
Unloader
Walmart Distribution Center
07.2019 - 10.2021
- Assisted other team members in navigating large loads.
- Unloaded packages with care and placed in proper staging area.
- Collaborated with team members to complete unloading tasks in a timely manner, ensuring deadlines were met consistently.
- Loaded packages onto pallets and into staging areas as directed.
- Used barcode scanners and other technology to track and document cargo information.
- Operated pallet jacks and forklifts to aid in safe transport of heavy items.
Collections Agent
Armstrong & Associates
01.2019 - 07.2019
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
Healthcare Customer Service Representative
Trubridge
07.2018 - 01.2019
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
Sales Customer Service Representative
Sears Holdings Company
02.2014 - 05.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma - Gender Studies
Williamson High School
Mobile, AL05.2008
Skills
- Health literacy
- Healthcare Navigation
- Ethics and confidentiality
- Creativity and Innovation
Timeline
Health Care Advocate
Conduent
07.2024 - Current
Web Chat Agent
Afni
08.2021 - 07.2024
Unloader
Walmart Distribution Center
07.2019 - 10.2021
Collections Agent
Armstrong & Associates
01.2019 - 07.2019
Healthcare Customer Service Representative
Trubridge
07.2018 - 01.2019
Sales Customer Service Representative
Sears Holdings Company
02.2014 - 05.2018
High School Diploma - Gender Studies
Williamson High School
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