Shevell Mitchell
Norfolk,VA
Summary
Dedicated Customer Service and Health Information professional with 20+ years of experience supporting healthcare departments, resolving customer issues, managing confidential medical records, and delivering excellent service in high-volume environments. Skilled in remote communication systems, medical terminology, record indexing, and multi-system navigation. Recognized for accuracy, professionalism, and the ability to support patients, members, and guests with empathy and efficiency.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Independent Cab Driver
ZTrip
Norfolk, VA
11.2024 - Current
- Transport passengers safely and ensure timely arrival to destinations.
- Utilize GPS and navigation tools to plan efficient routes.
- Provide high-quality customer service and assist passengers with luggage and accessibility needs.
- Maintain a clean, organized, and presentable vehicle at all times.
- Process fares, maintain trip logs, and manage ride details through the ZTrip app.
- Handle passenger questions and concerns with professionalism and courtesy.
Remote Fun Expert
Carnival Cruise
08.2023 - 08.2024
- Handled incoming customer service calls from current, past, and future sailing guests.
- Assisted with cruise bookings, modifications, price quotes, payments, and Fun Shop purchases using secure credit card mode.
- Provided online account assistance, including login help, password resets, and duplicate account merges.
- Delivered accurate information regarding cruise policies, reservations, and guest concerns.
- Utilized Avaya phone system and Microsoft Teams to manage calls and communications.
Member Engagement Specialist
Benelynk
Sunrise, FL
06.2022 - 08.2023
- Conducted outbound and inbound calls to identify Medicare Advantage members who were Veterans eligible for VA sponsored support.
- Secured written authorization to obtain VA medical charts while following strict compliance regulations.
- Provided community resource guidance for food assistance, rent/mortgage programs, and energy discount services.
- Maintained current knowledge of federal and state requirements impacting outreach operations.
- Completed documentation and other responsibilities as assigned.
Health Data Tech
Chesapeake Regional Medical Center
Chesapeake, VA
10.2018 - 05.2022
- Prepped, scanned, indexed, and quality-checked confidential medical records.
- Verified patient identifiers, removed staples, repaired pages, and ensured documentation accuracy.
- Created and verified birth certificates for newborns; interviewed mothers and prepared necessary documentation for the State Health Department.
- Issued proof-of-birth letters and processed medical record releases for patients and providers.
- Calculated and processed weekly deposits for checks and card payments.
- Assisted with subpoena requests from attorney offices and courts.
- Used EPIC and VWest systems; served as a Notary Public for the State of Virginia.
Office Service Specialist
Norfolk Health Department
Norfolk, VA
01.2013 - 08.2018
- Interviewed patients and updated demographic, insurance, and financial information for billing.
- Determined eligibility for Family Planning, Child Health, Dental Services, FAMIS, Medicaid, and Plan First.
- Scheduled appointments and ensured accurate routing for services across departments.
- Filed medical records, lab reports, morbidities, and field records for multiple clinics.
- Supported record purging projects for the STD clinic.
- Managed multi-line phone operations for Family Planning, Immunizations, Pediatrics, WIC, and more.
- Registered patients, made document copies, and greeted all lobby visitors.
- Utilized WebVision, Virginia Immunization System, and Medicaid Web Portal.
Education
General Diploma -
Tidewater Technical
01.1996
Skills
- Customer Service & Call Handling (High Volume / Remote)
- Medical Records Prepping, Scanning & Indexing
- HIPAA Compliance & Confidential Documentation
- Healthcare Eligibility, Insurance Verification & Referrals
- EPIC, VWest, Avaya, Microsoft Teams, WebVision, VA Medicaid Portal
- Payment Processing & Deposit Reconciliation
- Record Release, Subpoena Requests & Notary Services
- Problem Solving
- Data Entry
- Multi-line Phone Systems
Certification
Notary Public — State of Virginia
Timeline
Independent Cab Driver
ZTrip
11.2024 - Current
Remote Fun Expert
Carnival Cruise
08.2023 - 08.2024
Member Engagement Specialist
Benelynk
06.2022 - 08.2023
Health Data Tech
Chesapeake Regional Medical Center
10.2018 - 05.2022
Office Service Specialist
Norfolk Health Department
01.2013 - 08.2018
General Diploma -
Tidewater Technical