SHAVAUGHN WALKER

South Euclid, OH ***** 216-***-**** adwucg@r.postjobfree.com

Patient Care Coordinator

Analytical, self-motivated healthcare administration professional with extensive experience advocating for outstanding customer service and staff development. Skilled in coordinating schedules, managing teams, and communicating with patients to determine needs and provide options. Strong leader with talent for planning and problem-solving. Capable of team collaboration and independent work with drive to multi-task, prioritize, and meet deadlines without compromising quality. CORE EXPERTISE

Customer Service Effective Communication Leadership Staff Development Scheduling Insurance/Financial Programs Hiring Conflict Resolution Technical Skills: Microsoft: Word, Excel, PowerPoint, Teams EPIC Soarian Cisco Finesse Calabrio Power BI EDUCATION & CERTIFICATIONS

Master of Health Service Administration & Education University of Phoenix Graduated: November 2017 Certified Healthcare Access Associate (CHAA)

2022

PROFESSIONAL EXPERIENCE

Central Scheduling Supervisor University Hospitals Highland Hills, OH May 2021 – Present Oversee daily activity for the OBGYN & Family Medicine scheduling team, supervising personnel, conducting staff meetings, completing hiring processes, and attending necessary meetings to ensure accurate, up-to-date knowledge of provider preferences/schedules, departmental updates, and insurance/financial policies.

− Decreased attrition percentage by developing a standardized training process.

− Updated department Development Progression Program to ensure all team members have access to career development process.

Front Office Supervisor Cone Health Greensboro, NC September 2020 – May 2021 Coordinate and manage the activities of front office team members to ensure compassionate and professional care for patients and effective and efficient front office workflow.

− Point of contact when Practice Administrator was unavailable. PATIENT ACCESS SUPERVISOR Cone Health Greensboro, NC June 2019 – September 2020 Oversee daily activity within financial counseling department, supervising personnel, conducting staff meetings, completing hiring processes, managing departmental procedures and metrics, and attending necessary meetings to ensure accurate, up- to-date knowledge of insurance programs, sponsorships, and financial policies.

− Verify 100% of self-pay patient population is within scope by completing daily research of conversion process.

− Increased revenue and staff efficiency by creating a standard process for patients using Cobra benefits to improve communication with patients and allow higher reimbursement. PATIENT RELATIONS SPECIALIST Cone Health Greensboro, NC February 2018 – June 2019 Served as liaison between internal hospital staff and patient/patient families to describe and interpret procedures and policies, address patient/family concerns and questions, and resolve complaints/grievances as directed by leadership.

− Filled leadership role on multiple occasions while supervisor and team were absent, completing all patient grievances within established deadlines.

LEAD PATIENT FINANCIAL RESOURCE SPECIALIST Cone Health Greensboro, NC June 2017 – February 2018 Accomplished operational tasks to support patients, including analyzing patient records to determine eligibility for sponsorships and charity programs, contacting patients regarding financial expectations, and establishing financial arrangements. Designated as knowledgeable resource for team of 24 to provide information/guidance regarding financial programs. PATIENT ACCESS ADVOCATE Cone Health Greensboro, NC June 2016 – June 2017 Provided first contact for patients entering emergency department, obtained demographic information, verifying insurance eligibility, collected co-pays/deductibles, provided disclosures, and receiving acknowledgment and agreement for provided services. LEADERSHIP ROLES:

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