Summary
Overview
Work History
Education
Skills
Certification
Area of Focus
Timeline
Generic

SHIRLEY E. KELLY

Jackson,MS

Summary

Dedicated and resourceful professional with a strong background in office management, administrative support, and marketing specifically within the healthcare sector. Demonstrates expertise in preparing essential documentation to enhance patient services and effectively communicate operational performance to leadership at all levels. Possesses a proven ability to design and implement strategic initiatives that significantly elevate brand awareness, target market engagement, and the overall competitive stance of the organization. Proficient in utilizing a range of software tools, including Microsoft Office Suite, Brightree, ProFicient, LabRetriever, Mastermind, Oracle, and Clarify, to streamline processes and improve efficiency. I am dedicated to driving results and improving patient experiences in healthcare.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Jackson Medical Supply
09.2021 - Current
  • Manage 900-1200 diabetic patients, provide A1 customer service to address the various needs.
  • Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Develop strong product knowledge to provide informed recommendations based on individual customer needs.
  • Develop rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Conduct training sessions for new hires, ensuring consistent level of service across team.
  • Investigate and resolved customer inquiries and complaints quickly.
  • Respond proactively and positively to rapid change.
  • Promptly respond to inquiries and requests from prospective customers.
  • Develop highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Manage timely and effective replacement of damaged or missing products.
  • Increase efficiency and team productivity by promoting operational best practices.
  • Identify and resolved discrepancies and errors in customer accounts.

Insurance Producer

Colonial Life
03.2020 - 11.2020
  • Conducted thorough needs assessments for prospective clients, identifying gaps in their current coverage plans.
  • Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
  • Adhered to all regulations for insurance sales.
  • Maintained up-to-date knowledge of industry trends and regulations, ensuring compliance in all transactions.
  • Provided detailed information about company insurance products.
  • Worked in high-volume, competitive sales environment.
  • Conducted regular follow-ups with existing clients to review coverage needs and suggest appropriate adjustments.
  • Implemented marketing strategies to generate new leads and expand the client base.
  • Developed strong relationships with clients, fostering trust and loyalty for long-term business growth.
  • Streamlined the application process for clients, simplifying paperwork and reducing wait times for approval.
  • Participated in ongoing professional development opportunities to maintain licensure and stay abreast of industry advancements.
  • Met with 10-15 clients to discuss needs by weekly.
  • Researched and identified potential new markets.
  • Met with customers to provide information about available products and policies.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Monitored customer feedback and identified areas of improvement.

Executive Assistant

DC Chartered Health Plan, Inc.
01.2007 - 02.2008
  • Handled confidential and sensitive information with discretion and tact.
  • Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time for three vice presidents.
  • Served as a liaison between departments to facilitate effective communication throughout the company.
  • Organized and coordinated conferences and monthly meetings.
  • Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties.
  • Prepared and edited presentations on behalf of executives for both internal meetings and external conferences.
  • Ensured smooth daily operations through consistent maintenance of office equipment, troubleshooting issues when necessary.
  • Assisted in the development of company policies and procedures, contributing to a more organized work environment.
  • Improved office efficiency by implementing new filing systems and document management processes.
  • Proactively identified areas requiring attention or improvement aligning priorities effectively in line with executive preferences.
  • Monitored three field subordinates ensuring quotas were met and deliverables were accurate.

Patient Service Coordinator

Sleep Services of America (SSA)
01.2005 - 01.2007
  • Participated in enhancing brand awareness and successfully reduced claim denials for practices by 45% through the organization of educational webinars and meetings focused on Medicare requirements and guidelines.
  • Contributed significantly to ongoing business growth by creating and implementing several key initiatives, including:
  • 1. Brand awareness marketing strategies for the company and its service offerings, which resulted in a 35% increase in exposure for sleep laboratories to CPAP, DME, and ambulatory electroencephalogram (EEG) services over an eight-month period.
  • 2. Customized marketing strategies developed for four territories, helping us to achieve 35% of the company's territory quotas and goals within the last eight months.

Credentialing Coordinator

Mid Atlantic Medical Services, Inc. (MAMSI)
12.2003 - 10.2004
  • Reduced errors in documentation by thoroughly auditing provider files for completeness and accuracy.
  • Tracked expiration dates on documents and communicated with appropriate staff to avoid late filing.
  • Assisted with managed care auditing processes and performed internal file audits.
  • Assisted in maintaining accreditation status by preparing necessary reports and materials for site visits and audits.
  • Upheld strict confidentiality standards, safeguarding sensitive provider information from unauthorized access or disclosure.
  • Collaborated with department heads to develop a comprehensive credentialing policy, ensuring compliance with industry standards.
  • Expedited the onboarding process for new medical staff by efficiently managing initial appointments and reappointment.
  • Received and evaluated applications to look for missing and inaccurate information.
  • Prepared records for site visits and file audits.

Customer Support Analyst/Office Administrator

Micro Systems Inc.
06.2000 - 12.2003

Education

Business Administration

Strayer University
Millersville, MD
06.2012

Skills

  • Patient Triage & Electronic Scheduling: Streamlining patient flow for efficient care
  • Documentation: Ensuring accurate patient records
  • Process Optimization: Enhancing productivity through efficient workflows
  • Insurance Verification: Facilitating seamless financial processes
  • Customer Relations: Building trust with patients and stakeholders
  • Regulatory Compliance: Upholding legal and ethical standards
  • Problem Solving: Addressing challenges with strategic solutions

Certification

  • Certificate in Covid-19 Contact Tracing, Coursera
  • Information Technology, Micros Academy
  • Shorthand, Prince George's Community College
  • Certificate in Office Administration, The Washington School for Secretaries

Area of Focus

Healthcare Administration

Timeline

Customer Service Representative

Jackson Medical Supply
09.2021 - Current

Insurance Producer

Colonial Life
03.2020 - 11.2020

Executive Assistant

DC Chartered Health Plan, Inc.
01.2007 - 02.2008

Patient Service Coordinator

Sleep Services of America (SSA)
01.2005 - 01.2007

Credentialing Coordinator

Mid Atlantic Medical Services, Inc. (MAMSI)
12.2003 - 10.2004

Customer Support Analyst/Office Administrator

Micro Systems Inc.
06.2000 - 12.2003

Business Administration

Strayer University

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