Shenika Medlock
Normandy,MO
Summary
Obtain a position as a team-player in a people-oriented organization where I can maximize my customer-service experience in a challenging environment to achieve the corporate goals. Dedicated to optimizing times and service quality with a collaborative and analytical approach. Proficient in typical customer needs, behaviors and preferences, as well as recordkeeping requirements. Educates agents on call control and enhancing customer experiences.
Overview
29
29
years of professional experience
Work History
Non Clinical Contact Center Supervisor
Evicore Healthcare
St. Louis
10.2018 - Current
- Providing Feedback to agent about their Quality/Aim calls
- Reviewing Metric as per company guidelines
- Approve and submit payroll
- Will perform side by side with each agent
Sr. Patient Care Advocate/Patient Solution Team
Express Scripts Inc.
St. Louis
09.2011 - 10.2018
- Assist PCA’s with processing prescription or resolve any issue that would keep a prescription from shipping.
- Assist PST supervisor with OJT classes by providing helpful information to questions that the training class may have at that time.
- Provides courteous, efficient, and accurate customer service to the member
- Receive calls on the SME line from fellow teammates that have unresolved questions
- Assist PCA’s with information/escalated calls
- Also I work with the Patient Solution Case Management Team ( which is working offline cases)
Customer Care Professional/Data Entry Clerk
Office Team…Centene Corp.
St. Louis
10.2010 - 08.2011
- Make outbound calls in a timely manner according to department policies and procedures
- Answer incoming calls and transfer to the correct clinical staff member
- Transcribe member assessment that comes through the mail
- Scan and keep records of all member that have been transcribed
Information Service Assistant/ Relieving Night Manager
AT&T
Albany, GA
06.2002 - 04.2010
- Provides national information services to customers by accessing various databases.
- Assists customers in placing person-to-person collect and credit card calls, third party billed calls and/or other type calls that are offered.
- Handles emergency calls; special assistance calls for people who are unable to dial; and local or toll calls that require operator assistance.
Medical Assistant
Practical Medical Clinic
Albany, GA
09.1999 - 06.2002
- Develop new patients files and file charts
- Answer multiple phone lines
- Type, copy and fax information for the physician
- Get vital signs and lab work on each patient
- Refer patients to other doctor’s offices and schedule the patients for any outpatient test at hospital.
Nursing Assistant
Palmyra Nursing Home
Albany, GA
06.1995 - 08.1997
- Assist patient to the restroom
- Bathe residents on their schedule day
- Check vital signs or write any complaints a resident might have that day.
- Assist resident in dressing themselves each day
- Chart information about each resident that I have assisted during my shift.
Education
Business Administration -
Columbia College
01.2014
Business Administration -
Troy University
01.2010
Medical Assistant -
Albany Technical College
01.1997
Certified Nursing Assistant -
Albany Technical College
01.1995
Skills
- Leadership
- Willing to Learn new things as they apply to my position
- I’m able to work with my colleagues to get the job done
- Able to listen and apply what I’ve learned with a positive attitude
- Thinking Skills
- Compliance knowledge
- Employee engagement
- Strong leadership
- Workforce Management
- Call Monitoring
- Document Management
- Coaching and Mentoring
- Employee Motivation
Timeline
Non Clinical Contact Center Supervisor
Evicore Healthcare
10.2018 - Current
Sr. Patient Care Advocate/Patient Solution Team
Express Scripts Inc.
09.2011 - 10.2018
Customer Care Professional/Data Entry Clerk
Office Team…Centene Corp.
10.2010 - 08.2011
Information Service Assistant/ Relieving Night Manager
AT&T
06.2002 - 04.2010
Medical Assistant
Practical Medical Clinic
09.1999 - 06.2002
Nursing Assistant
Palmyra Nursing Home
06.1995 - 08.1997
Business Administration -
Columbia College
Business Administration -
Troy University
Medical Assistant -
Albany Technical College
Certified Nursing Assistant -
Albany Technical College
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