Shyla Mounce

EOS CCA was bought out by Transworld Systems Inc in December 2021.

• Created reports detailing progress against goals set out by senior management.
• Coordinated the daily operations of the organization, including staffing, training, and scheduling.
• Performed regular audits of agents/employees day to day calls.
• Monitored production processes and quality standards to ensure compliance with company policy.
• Assisted in the development of training materials for new employees.
• Provided guidance and training to team members in order to improve their skillset.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Prepared staff work schedules and assigned team members to specific duties.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Coached employees to work together to carry out daily functions and meet service objectives.
• Assisted with interviewing and hiring of employee team members with appropriate skills.
• Led daily meetings with staff members to identify areas of focus, cover policy changes and facilitate positive communication.
• Implemented new policies and procedures to enhance operational efficiencies.
• Conducted performance reviews for staff members on a regular basis.
• Developed and implemented operational policies and procedures to improve efficiency and customer service.
• Maintained records of all operational activities for future reference purposes.

• Handled customer complaints in a professional manner while resolving issues quickly and efficiently.
• Answered phones, scheduled appointments, and provided general information to callers.
• Entered patient demographic information into the Electronic Health Records system.
• Maintained a filing system for patient records and physician orders.
• Maintained confidentiality of all patient information according to HIPAA regulations.
• Prepared patient charts for upcoming appointments, including collecting patient history forms and other relevant documents.
• Greeted patients, verified insurance coverage and collected copayments.
• Assisted with scheduling diagnostic tests such as X-rays, MRIs, and CT scans when requested by physicians or nurse practitioners.
• Processed referrals from primary care physicians and specialists as needed.
• Updated patient accounts and information daily.
• Transmitted medical records and other correspondence by mail, e-mail, or fax.
• Maintained smooth flow of examinations to keep appointments on schedule.
• Assisted nurses with rooming patients.
• Reviewed lab results and other reports with patients.
• Submitted refills and new requests for patients medications ordered by the physicians.