Healthcare operations

Shayne Malm

Hudson, OH ***** +1-949-***-**** **********@*****.***

PROFESSIONAL

SUMMARY

I am a driven, responsible, mature, self-starter who is empathetic and experienced with patient care coordination, administrative support, and healthcare operations. Utilizes communication skills to manage patient interactions and ensure accurate information flow. Knowledge of healthcare procedures and administrative protocols for efficient service delivery. Proactive and goal-oriented professional with excellent time management and problem- solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Qualified Mental Healthcare Professional / Case Manager with solid background in patient care and administrative support. Efficiently managed patient scheduling, registration, and coordination, ensuring seamless operations. Demonstrated strong communication and problem-solving skills to enhance patient satisfaction and streamline processes.

SKILLS Active Listening and

communication

•

Organizational and time

manageme

•

Experienced in the process of

obtaining State Licensure and

National Accreditation for two

Mental Healthcare Agencies

•

• Medical Office Management

Behavioral Health Clinical

Documentation / Treatment Plans

and Clinical Service Notes

•

• Crisis Interventions

• Budgeting

• Medical terminology

• HIPAA / Confidentiality practice

• Conflict resolution skills

Human resources / Onboarding

Specialist

•

Excellent Customer service

practices

•

Electronic medical Records

management

•

Epic Computer Platform

proficiency

•

• Problem-solving and prioritization

• Team collaboration

Spearheaded and developed

agency Psychosocial

Rehabilitation program and

obtained state licensure

•

• Registration and admissions

• Phone and email etiquette

CERTIFICATIONS AND

LICENSES

• First Aid Certification

• California Multiple Subject Teaching Credential

• CPR Certification

• Qualified Mental Healthcare Professional (QMHP)

• California State Board Licensed Cosmetologist from 1991 - 2026 S M

WORK HISTORY PATIENT SERVICE SPECIALIST 07/2023 to CURRENT Cleveland Clinic FHC Twinsburg Twinsburg, OH

As a Patient Services Specialist for Orthopedics, Rheumatology, Podiatry, Sports Medicine, Physical and Occupational Therapy and Cardiology departments, I am responsible for Checking in and out patients, scheduling all follow up, Diagnostic Procedures (MRI, US, CT, Radiology, EKG, ECHO, PVR, INFUSION INJECTIONS, ETC.)appointments

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• Handled Patient Insurance, Disability, FMLA documents. Ensured courteous assistance to patients through dedicated support services.

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ELEMENTARY SCHOOL TEACHER - CREDENTIALED 08/2022 to 06/2023 LONG TERM SUBSTITUTE

Capistrano Unified School District San Juan Capistrano, CA

• Co-facilitated lessons with general education fourth-grade teacher.

• Enhanced educational materials to achieve learning objectives. Independent facilitator for SPED / Spectrum Disorder / Learning disabled students

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Fostered an environment conducive to social-emotional growth and scholarly development.

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TEACHER ON SPECIAL ASSIGNMENT (CONTRACT) / TK 11/2021 to 07/2022

- SUMMER SCHOOL TEACHER

TOSA Anaheim Elementary School District Anaheim, CA Instructed students in a range of grade levels, from TK to 6th, throughout multiple schools.

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A great opportunity to not only instruct a widely diverse demographic and age/competency range of levels as well as perfecting behavior and classroom management skills

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Implemented behavioral interventions tailored to general education and learning-disabled students with IEP and BIP goals.

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Always created an empathetic, equitable, safe and non-judgmental learning environment

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HOME HEALTH CAREGIVER / HOSPICE CAREGIVER 01/2018 to 10/2021 24Hr. HOMECARE, LLC. Irvine, CA

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Provided private, in-home healthcare services specializing in Alzheimer's, Dementia and Hospice care clientele

Worked with family and support team to develop treatment plans for person-centered best health practices

Maintained excellent medical record management and therapeutic interventions while focusing on ADL's (activities of daily living)

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MEDICAL CASE MANAGER / HEALTH CARE ADVOCATE 08/2017 to 12/2017 ALPHA HEALTH ADVOCATES Asheville, NC

Delivered Case Management and Palliative Care services alongside a multidisciplinary treatment team.

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Facilitated continued patient care by developing patient-centered goals and activities to promote recovery and strengthening of motor, mental and cognitive skills

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Advocated clear communication regarding continued care, health insurance provisions, restrictions, and billing.

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REGIONAL BUSINESS OFFICE MANAGER 04/2010 to 08/2012 Hands of Grace Assisted Living Facility / Baytree Management Co. Marion, VA

Directed a cross-functional staff, comprised of licensed health care professionals and administrative staff, supervised hiring, onboarding and employee evaluation process

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Responsible for maintaining operating budget, appropriately allocating necessary funds while mitigating any constraints

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Partnered with CFO to manage programs while adhering strictly to budget requirements.

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Conducted reviews of daily facility and business operations while raising the level of proficiency across both administrative and skilled medical lines, to ensure compliance with state and federal regulations and licensure policies and procedures

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REGIONAL PROGRAM DIRECTOR OF MENTAL 03/2008 to 04/2010 HEALTHCARE AGENCY

Strategic Interventions, Inc. Asheville, NC

Led a multidisciplinary team of 45 licensed and non-licensed mental health professionals.

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Articulated a strong strategic vision for quality care management, significantly enhancing efficiency, promoting services to improve treatment outcomes

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Elevated effectiveness of staff development systems through stringent oversight of compliance standards.

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Served as Team Leader for Corporate National Accreditation (CARF) audits and procedures

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OPERATIONS MANAGER / MENTAL HEALTHCARE 01/2006 to 02/2008 AGENCY

Access Family Services and Compass Adult Care Asheville, NC

• Elevated work quality through management of all intake processes in a Mental Health agency assisting mentally ill youth and adults. Provided subsequent oversight of 30-50 licensed healthcare professionals, managing payroll, coordinating staffing needs, administering insurance benefits and monitoring credentialing requirements for staff

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Developed the policies and procedures and obtained state licensure for start up of agency's Psychosocial Rehabilitation program

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LANGUAGES Spanish - Intermediate Spanish - Intermediate EDUCATION Master's In Education Teaching 04/2021 National University, La Jolla, California

Completed a Graduate // CA Multiple Subject Teaching Credential Program with Honors. Emphasis on ELAM / Teaching English as a Second language as well as Special Education independent facilitator assignments. Bachelor's in Psychology 05/2001

Vanguard University of Southern California, Costa Mesa, CA While working 50 hours a week, I decided to go back to University to finish my BA in Psychology. I was induced into the National Honor Society for Psychology and made the Dean's list.

Certificated State Licensure Program Cosmetology 09/1991 Golden West College, Huntington Beach, CA

Completed the required 1,600 hours of education and training attending thr Cosmetology Program 40 hours a week for a year. I was elected ASB Cosmetology President and Representative for the department.

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