Trinity Shaw

• Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
• Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
• Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
• Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
• Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
• Reduced wait times for patients by optimizing appointment schedules and coordinating with clinical staff.
• Enhanced clinic workflow by managing patient records and ensuring accurate documentation of medical histories.
• Kept waiting areas clean and organized, creating a welcoming environment for patients during their visit.
• Increased patient loyalty through timely follow-up calls and addressing inquiries or concerns.
• Facilitated communication between patients and healthcare providers, ensuring clear understanding of treatment plans and expectations.
• Streamlined insurance verification processes for faster resolution of billing issues, resulting in increased revenue collection.
• Applied administrative knowledge and courtesy to explain procedures and services to patients.
• Educated patients on available resources such as financial assistance programs or support groups related to their specific medical conditions.
• Expedited referral processing for specialist visits as needed, ensuring seamless transitions for patients seeking additional care options outside of the primary practice setting.
• Provided exceptional customer service, resolving patient complaints promptly and professionally.
• Supported clinical staff during peak hours by assisting with room setup, light housekeeping duties, and supply inventory management.
• Promoted a positive atmosphere within the workplace by actively participating in team meetings and consistently demonstrating professionalism in all interactions.
• Stayed calm under pressure to and successfully dealt with difficult situations.
• Processed payments using cash and credit cards, maintaining accurate records of transactions.
• Greeted and assisted patients with check-in procedures.
• Followed document protocols to safeguard confidentiality of patient records.
• Provided excellent customer service to patients and medical staff.
• Worked with patients to ascertain issues and make referrals to appropriate specialists.
• Trained new staff on filing, phone etiquette and other office duties.
• Engaged with patients to provide critical information.
• Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
• Coding
• Super User
• Patient experience champion
• Hold huddle‘s/meetings
• NOP forms and maternity benefits

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Took ownership of customer issues and followed problems through to resolution.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Pioneered mentorship program to expedite onboarding process for new hires.
• Designed incentive programs to motivate staff and improve service levels.

• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
• Developed and implemented strategies to increase sales and profitability.
• Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
• Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
• Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
• Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
• Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
• Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
• Scheduled and managed employee shifts, breaks & vacations

· Answered high volume of outbound calls

· Built Member Relationships

· Scheduled Appointments for Members

· Explained DSNP Plan

· Handled and resolved claims and all member requests

· Remote / Long periods of sitting

· Computer Knowledge – Multiple screens and multiple computer Programs

· Handled Member Grievances

· Supported Member needs

· Documented Calls

· Provided High Quality Customer Service feedback metrics