Call Center Customer Service

Shavon Lawrence

*** ***** ***** ****** ***********, NC 27892 252-***-**** *****************@*****.***

PROFESSIONAL PROFILE

Client-centered professional with healthcare industry and call center experience. Possess the skills necessary to assess, help plan, and advocate for options and services. Communicate effectively to meet individual needs and coordinate available resources. Able to provide support to organizations that offer services for vulnerable populations.

Adapt to new challenges and ideas and able to develop rapport with diverse populations.

Motivate to create a collaborative and respectful environment.

Regarded as a natural people person with strong interpersonal communication skills.

Manage time and priorities in multi-task environments.

KEY QUALIFICATIONS

Advocacy Vulnerable Populations Intervention Strategies • Front Desk • Scheduling

Behavioral Health Intervention Community Resources Health and Human Services

Customer Service • Office Management • Marketing • Receptionist Patient Observation • Patient Monitoring • ICD-10

DSP (Direct Service Provider) • Medical Office Procedures • Inpatient • Mentoring • Patient Care

EDUCATION

Ultimate Medical Academy Associate of Science Degree – Health and Human Services, 2024

Ultimate Medical Academy Diploma – Medical Billing and Coding, 2021

Pitt Community College – Greenville, NC Certificate – Medication Aide, 2020

Beaufort County Community College - Washington, NC Certificate – Medical Office Specialist, 2019

Martin Community College Nursing Assistant

TECHNOLOGY

Microsoft Office Applications – Excel, Word, Teams, and PowerPoint

Type 51 WPM with 100% accuracy

WORK EXPERIENCE

Gentiva Hospice – Washington, NC 03/2025 – Present

Hospice Aide

Follow Gentiva Hospice care policies and HIPAA law.

Provide compassion, comfort to patients in the final stages of life.

Exhibit emotional intelligence, active listening, effective communication, empathy and patience.

Assist in maintaining a safe and health environment.

Ensure that the patient maintains good personal hygiene

Demonstrate basic care and give emotional and psychological support to the patient and other members of the household.

Provide accurate documentation with visit itineraries

Participate in Quality Improvement activity quarterly and annually.

Complete documentation in a timely manner as outlined.

Dzeel Clinical Healthcare Staffing – Garner, NC 07/2024 – 09/2024

Behavioral Technician (Contracted)

Adhered to HIPAA law and Butner Central Regional Hospital procedures.

Monitor, provide support, and document individuals from ages 12 to 17.

Assisted the individuals with daily activities and provided input with the supervised professional regarding the treatment plan. Conducted behavioral assessments concerning children, and adolescent that are autistic, have substance abuse, and challenges.

Document and monitoring the individual progress concerning the behavior, communication, and social skills.

Maintain a supportive environment to promote the individuals well-being.

Perform clinical duties such as taking vitals, as prescribed by the supervisor and medical professional.

Ultimate Medical Academy – Williamston, NC 05/2023 – 07/2024

Full Time Student

Remained self-directed, motivated, and accountable for personal actions.

Came prepared for class and completed assignments on time.

Navigated new technology, utilized available resources, and set realistic expectations.

Golden Life Staffing Golden Life Staffing Home Healthcare – Williamston, NC 08/2018 – 06/2023

Recruiter / Staffing Coordinator – Remote Call Center

Hired Certified Nursing Assistants and Nurses for Golden Life Staffing Home Healthcare.

Answered inbound and made outbound calls to clients, CNAs, and Nurses and created schedules.

Found replacement for cancelled shifts and filled in for CNAs that canceled shifts for various nursing homes.

Posted available openings, updates, and memos for the Agency.

Built relationships and stayed attentive to employees by motivating them to succeed and improve.

Continuum / CVS Health – Williamston, NC 11/2021 – 12/2021

Benefits Verification / Customer Service – Remote Call Center

Made outbound telephone calls, reviewed medication data, and maintained communication with clinical staff, hospitals, and physician offices.

Educated customers about the fundamentals and benefits of their healthcare plans.

Reviewed claims, confirmed claim accuracy, and submitted them in a timely manner.

Utilized MS Word, MS Outlook, and MS Teams.

Carrolton Nursing Home – Williamston, NC 06/2021 – 11/2021

Quality Home Staffing – Washington, NC 10/2018 – 07/2020

IntelliChoice Home Care – Winterville, NC 11/2014 – 09/2018

Ridgewood Manor Nursing and Rehabilitation Center – Washington, NC 07/2011 – 01/2014

Certified Nursing Assistant

Assisted with plan of care, maintained clean and safe environment, and assisted with activities of daily living to include personal hygiene, ambulation, and feeding.

Completed documentation of patient related tasks, monitored medications, and answered inbound phone calls.

Ensured the comfort, privacy, and dignity of patients by completing duties in a manner that displays warmth and promote a caring environment.

Met the needs of all assigned patients, transported to locations outside the home, and ran errands.

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