SHIANN SPENCE
New York,NY
Summary
Dynamic and detail-oriented professional with over 5 years of experience in healthcare administration, customer relations, and staff support. Proven ability to leverage organizational expertise and exceptional communication skills to drive operational excellence. Committed to enhancing team efficiency and employee satisfaction through quality service and support. Passionate about creating streamlined processes that benefit both staff and patients.
Overview
7
7
years of professional experience
Work History
Client Navigator
NYC Health + Hospitals | Bellevue Hospital
08.2024 - Current
- Serve as the first point of contact for patients and visitors, ensuring a welcoming and professional experience.
- Manage registration, data entry, and access authorization through EPIC and Passage Point systems with 100% accuracy.
- Coordinate communications between clinical staff and departments to ensure smooth daily operations.
- Resolve patient concerns with empathy and discretion, contributing to a positive patient satisfaction rating.
Clerical Associate
NYC Health + Hospitals | Bellevue Hospital
01.2025 - Current
- Warmly receiving patients and their families, often during stressful times, and conducting personal interviews to gather essential information in the Emergency Room.
- Managed approximately 100 patients per shift
- Informing patients about hospital services, visiting hours, policies, the complaint process, patient rights, and HIPAA regulations.
- Gathering and accurately recording demographic data, medical histories, emergency contact numbers, and attending physician details.
- Assisting patients in completing and obtaining signatures on all required forms, including legal consents and insurance documents.
- Ensuring accurate data entry into electronic medical record (EMR) or EPIC and maintaining the confidentiality of all patient records.
- Checking patient identification and preparing and placing identification bands.
- Confirming patient insurance coverage, eligibility, and third-party approvals.
Patient Service Representative
Summit Health | CityMD Urgent Care
11.2021 - 08.2024
- Served as the primary point of contact for patients, managing high-volume front-desk operations with professionalism and efficiency.
- Scheduled appointments, verified insurance coverage, and processed patient information through ATHENA and EMR systems while maintaining full confidentiality and HIPAA compliance.
- Communicating with insurance companies and other relevant agencies to ensure compliance and obtain necessary pre-authorizations for treatments or procedures.
- Promptly answers the telephone, directs all calls appropriately, takes an accurate message and delivers to the appropriate individual/demonstrates appropriate etiquette.
- Collaborated with clinical teams to coordinate patient flow, minimize wait times, and ensure accurate documentation across departments.
- Provided clear explanations of billing procedures, insurance policies, and care instructions, improving patient understanding and satisfaction.
- Assisted with onboarding and training new front-desk staff, developing quick-reference guides and promoting best practices in patient service.
- Handled escalated inquiries and concerns with empathy and problem-solving, often transforming challenging interactions into positive outcomes.
- Played a key role in improving patient satisfaction scores by 15% through consistent communication, follow-up, and attention to service quality.
- Supported daily administrative functions including record auditing, inventory tracking, and reconciliation of patient visits and payments.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
Certified Trainer
Chipotle Mexican Grill
12.2018 - 10.2021
- Trained and mentored over 30 team members in company standards, safety procedures, and service excellence.
- Collaborated with management to evaluate employee performance and assist in staff development initiatives.
- Maintained a positive and inclusive team culture, improving employee retention and overall morale.
- Ensured cash handling accuracy and efficient service in a fast-paced, high-volume environment.
- Conducted assessments to evaluate trainee performance and identify areas for improvement.
- Collaborated with management to align training initiatives with operational goals.
Education
Associate of Arts - Social Science and Humanities
LaGuardia Community College
New York, NY02.2024
Skills
- Administrative Support & Coordination
- Employee Onboarding & Training
- Healthcare Operations & Patient Relations
- Scheduling, Data Entry & Recordkeeping (EPIC, Passage Point)
- Process Improvement & Workflow Optimization
- Conflict Resolution & Customer Service Excellence
- Team Collaboration & Communication
- Time Management & Adaptability
- EPIC system proficiency
- Appointment scheduling
- Insurance verification
- Administrative support functions
- Confidentiality
- Patient charting
- Medical terminology
- Medical recordkeeping
- Multitasking
- Critical thinking
Summary
Dependable and resourceful administrative professional with a proven ability to manage multiple priorities in fast-paced environments. Skilled in coordinating schedules, maintaining confidential records, and supporting cross-functional teams. Known for fostering positive workplace relationships, improving service delivery, and promoting effective communication between staff and leadership.
Languages
English
Timeline
Clerical Associate
NYC Health + Hospitals | Bellevue Hospital
01.2025 - Current
Client Navigator
NYC Health + Hospitals | Bellevue Hospital
08.2024 - Current
Patient Service Representative
Summit Health | CityMD Urgent Care
11.2021 - 08.2024
Certified Trainer
Chipotle Mexican Grill
12.2018 - 10.2021
Associate of Arts - Social Science and Humanities
LaGuardia Community College