Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shovondric Scales

Summary

Disciplined individual skilled in collecting and verifying patient demographic and insurance information and preparing and maintaining medical records. Familiar with handling Customer Service calls in busy, high-volume environments by applying advanced listening, communication and problem-solving skills to diverse customer concerns. Proficient in using medical terminology and classifying diagnostic procedures, treatments and medications. Dedicated to providing highest quality care to patients.

Overview

12
12
years of professional experience

Work History

Remote Medical Records Supervisor

Maximus
11.2022 - 03.2024
  • Streamlined medical records management by implementing efficient filing systems and digital archiving.
  • Maximized team productivity with effective scheduling, task delegation, and performance monitoring.
  • Facilitated smooth transitions during mergers or acquisitions, ensuring seamless integration of new medical records into existing systems.
  • Scanned and uploaded medical records into electronic medical records system.
  • Reduced errors in record-keeping by conducting regular audits and providing staff training on best practices.
  • Maintained strict confidentiality of sensitive patient information, adhering to HIPAA regulations and institutional policies.
  • Provided ongoing training and resources to staff members on proper documentation practices within clinical settings.
  • Managed a team of 26 medical records clerks, providing guidance, support, and mentorship to ensure high-quality work output.

Call Center Team Lead

Maximus
03.2018 - 11.2022
  • Responded to team support questions quickly to maintain call center efficiency.
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
  • Implemented new technology solutions that streamlined processes and improved overall efficiency within the call center environment.
  • Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.
  • Reduced call wait times through efficient workforce management and proper scheduling of team members'' shifts.

Benefits Advisor

Randstad
06.2017 - 03.2018
  • Directed and controlled 401K, medical, dental, and vision benefit packages.
  • Implemented an online benefits management system that streamlined administrative tasks while improving access to information for both employees and administrators.
  • Partnered with HR leadership to review and update benefits-related policies and procedures, ensuring legal compliance and best practices.
  • Developed custom benefits packages tailored to individual employee needs, boosting overall job satisfaction rates.
  • Educated employees on available benefits options, empowering them to make informed decisions about their coverage.


Call Center Supervisor

JPMorgan Chase
11.2011 - 06.2017
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of call center.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Reduced average handle time through the implementation of effective call handling techniques and scripts.
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.

Education

Medical Billing & Coding Certificate - Medical Billing & Coding

DeVry University
Villa Park, IL
11.2023

High School Diploma -

Barbara Jordan High School
Houston, TX
06.2005

Skills

  • Medical Billing Understanding
  • Multitasking proficiency
  • Healthcare Compliance Knowledge
  • Critical thinking abilities
  • ICD-10 Coding
  • Insurance Verification
  • Medical Terminology
  • EMR Systems
  • Data Entry
  • Customer Support
  • Problem-solving skills
  • Customer Service

Timeline

Remote Medical Records Supervisor

Maximus
11.2022 - 03.2024

Call Center Team Lead

Maximus
03.2018 - 11.2022

Benefits Advisor

Randstad
06.2017 - 03.2018

Call Center Supervisor

JPMorgan Chase
11.2011 - 06.2017

Medical Billing & Coding Certificate - Medical Billing & Coding

DeVry University

High School Diploma -

Barbara Jordan High School

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Shovondric Scales