Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shontell Boone

User Experience Researcher
Orlando,FL

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level User Experience Researcher position. Ready to help team achieve company goals.

Overview

7
7
years of professional experience
4
4
years of post-secondary education

Work History

Regional Ambulatory Infusion Center Oncology Supervisor

AdventHealth
Orlando, FL
2022 - Current
  • Manage team of 16 schedulers, providing service across 6 infusion centers.
  • Developed, recommended and oversaw implementation and administration of policies and procedures.
  • Directed and led patient access team in daily operations.
  • Provided root-cause analysis and implemented action plans to significantly improve workflow.
  • Evaluated processes and procedures and coordinated with management team to direct patient processing and bed utilization.
  • Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.

Ambulatory Infusion Center Scheduler Oncology Lead

AdventHealth
Orlando, FL
2021 - 2022
  • Developed strong working relationships with management and executive team through effective communication skills.
  • Collaborated upper-level management to assist with creating templates for the new EPIC system for 5 sites and 2 sub sites.
  • Increased productivity by conducting data analysis and gathering information from multiple sources to present results.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Ambulatory Infusion Center Scheduler Oncology

AdventHealth
Orlando, FL
2018 - 2021
  • Reviewed medical histories and current information to provide accurate information to infusion nurses.
  • Scheduled patient appointments in respective infusion center calendars and followed up with reminder phone calls.
  • Developed effective scripting to be used for new and returning patients, which improved call flow for patients and employees
  • Communicated with physicians, patients, nursing units and ancillary departments regarding scheduling procedures, preps and coordination test
  • Created a training process from scratch and led daily training sessions for 5 new central schedulers.

Licensed Insurance Agent

Teletech
Orlando, FL
2017 - 2018
  • Provided coverage option information to assist clients in protecting assets.
  • Exceeded corporate quotas for monthly policy sales.
  • Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
  • Increased sales by overcoming objections and persuading clients to purchase policies
  • Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
  • Utilized direct marketing strategies such as mailings and phone contracts to approach potential clients and increase sales by 50%.

Customer Service Representative

24-7 Intouch
Altamonte, FL
2016 - 2017
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Handled retail customers in fast-paced call-center setting in coordination with solid team of 50+ customer service associates.

Registered Behavior Technician

Applied Behavior Center for Autism
Winter Garden, FL
2015 - 2016
  • Conducted functional behavior assessments, functional analysis, preference assessments and assessments of basic learning and language skills to identify target behaviors and purpose of behaviors.
  • Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs and anecdotal notes.
  • Collaborated with client's support system and other allied specialists to implement positive interventions.
  • Intervened with clients' challenging behaviors by reinforcing therapeutic alternatives and coping mechanisms.
  • Kept accurate records by documenting progress and adhering to prescribed behavior plan.
  • Assisted and counseled 1-2 patients daily.

Education

Bachelor of Arts - Psychology

Stetson University
DeLand, FL
2011 - 2015

Skills

Training and Development

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Timeline

Regional Ambulatory Infusion Center Oncology Supervisor

AdventHealth
2022 - Current

Ambulatory Infusion Center Scheduler Oncology Lead

AdventHealth
2021 - 2022

Ambulatory Infusion Center Scheduler Oncology

AdventHealth
2018 - 2021

Licensed Insurance Agent

Teletech
2017 - 2018

Customer Service Representative

24-7 Intouch
2016 - 2017

Registered Behavior Technician

Applied Behavior Center for Autism
2015 - 2016

Bachelor of Arts - Psychology

Stetson University
2011 - 2015

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Shontell BooneUser Experience Researcher