Gastonia, NC ***** 704-***-**** advmrk@r.postjobfree.com

SHENITRA L. JONES, CPC

A team playing hard working machine! Highly adaptable dedicated worker with the ability to learn new concepts and skills quick and efficiently. Excellent written and verbal communication skills: strong analytical, organizational and time management proficiencies. Effortless prioritizing and diplomacy skills coupled with the ability to be detailed oriented. Demonstrated success improving business outcomes through increased operational efficiency, performance management and strategic relationship building. Providing excellent customer service and satisfaction are my key objectives! Professional Experience

Insight Imaging dba Videre Diagnostics — Charlotte, NC March 2005 - Present Director of Operations- Sept. 2012 - Present

● Manage and direct 27 Sonographers in 5 different markets.

● In charge of maintaining over 350 medical practice relationships.

● Instrumental with starting up new accounts by accessing practice proformas metrics and profitability analysis.

● Responsible for managing all efleet arrangement and weekly sonographer schedules.

● Proven track record of managing multiple projects simultaneously, managing time and resources to ensure tasks are completed efficiently and within established timeframes.

● Motivate and develop team leaders through coaching, feedback and personal development in order to enhance product delivery, meet contractual obligations, maximize staff retention and team morale.

● Liaison between practices and interpreting physician groups.

● Work closely with Business Development to identify target areas for prospective sales growth.

● Conduct ongoing audits and assessments of operational performant for continuous systems and proves improvement.

● Medical records administrator.

● Privacy and OSHA Compliance Officer, HIPAA Officer.

● Utilize superb critical thinking skills to troubleshoot any operations or clinic issue that may arise. Medical Coding/Billing Specialist & Medical Records Administrator (June 2007 – Sept. 2012)

● Charge entry for mobile diagnostic ultrasound.

● Medical records/chart review.

● Obtain medical records release and provide requested documents.

● Patient insurance and demographic verification.

● Responsible for working EDI transactions and ERA files, including reconciling carrier submissions, edits and rejection reports.

● Post patient and commercial insurance payments.

● Handle all insurance correspondence and further reviews of EOB issues.

● Take care of refunds, recoupment, and underpayment issues.

● Insurance A/R, Follow Ups, and Patient Collections Reports.

● Fee schedule updates.

Sonographer Assistant (March 2005 – June 2007)

Hands on with patient care and patient prep for Sonographer on duty in the field. Perform all tasks/duties (Patient handling to and from exam room, exam room preparations, stock/order supplies) to make the work environment and exam a smooth process for Sonographers and patients.

● Collect and organize all necessary documents for patient processing and billing.

● Upload ultrasound images and preliminary worksheets to the corresponding Cardiologist/Radiologist via PACs.

● Liaison line between Sonographer and Physician in relaying patient incidental findings, preliminaries, and results.

● Efficient handling of administrative duties (Patient scheduling, answer phones, co-pays).

● Work in a swift controlled manner in all STAT and emergency situations.

● Three (3) time recipient of the “The Extra Mile Award” – Company Record Williams Sonoma, Inc — California (Remote Position) November 2019 - Present Senior Lead, Customer Service Manager (Oct 2021 – Present)

● Manage and lead customer service associates by providing support and assistance.

● Take over escalated calls and de-escalate by listening, analyzing and provide a solution to the issue at hand.

● Educate and train new hires and retrain current personnel as needed.

● Cross trained in international customer service to be able to assist in other systems within the WSI brand. Email Response Team Member (Jan. 2020 – Oct 2021)

● Provide a timely response to all incoming email inquiries/issues from all WSI brand customers.

● Managed up to 5 emails at a time to limit customer wait time. Customer Service Representative (Nov. 2019 – Jan. 2020)

● Answer over 100 calls a day in a virtual call center to provide assistance to all WSI brand customers.

● Created returns, over the phone orders.

● Troubleshoot and fix order errors.

● Recipient of the “S.M.I.L.E. Award” every month by meeting metrics and taking care of customer inquiries/concerns in a superb manner.

The Haven @ Highland Creek — Charlotte, NC

Certified Nursing Assistant, Alzheimer Specialist, October 2003- March 2005 Served as a key member for an assisted living facility center for patients battling 1 of the 3 stages of Alzheimer’s Disease. Assisted over 50 + patients and aided 10 nurses in ensuring optimal patient care and smooth daily functions. Key Results:

● Demonstrated proficiency in taking patient medical histories and vital signs.

● Ensured the cleanliness, sanitation and maintenance of all facilities, patient rooms, and equipment.

● Helped patients with daily activities of life. Helped ease patients into new environments and neighbors.

● React calmly and effectively in emergency situations, providing personal care and attention to immediately put patients at ease.

Education

Certified Professional Coder, AAPC Certified – CPC – 2008, current Medical Billing and Coding Certificate, Penn Foster - 2008 Certified Nursing Assistant (CNA), Carolinas College of Health Sciences High School Diploma, Harding University High School Additional Skills and Applications

Master Proficiency MS Office Applications – Excel, Word, Outlook, PowerPoint, Teams Meeting/Chat Adobe NextGen Happe Wallcharts

Salesforce eMDs EPIC Asana

Avaya Cardiostream Vidistar Zoom

Citrix Finao RingCentral MiCollab Client

Extra Work History and References Available Upon Request

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