Healthcare Administrative Supervisor Resume Title

Shamece Glover

**** ****** ****** **********, ** 35083 334-***-**** *************@*****.***

PROFESSIONAL PROFILE

Customer service oriented professional with supervisory, account management, healthcare industry, and call center experience. Work collaboratively to ensure quality operations. Able to coordinate the medical office administrative and clerical duties to ensure effective patient services and ideal patient volume and flow.

High Academic Honors Recognition / Honor Roll.

Lead by example and set high standards for performance.

Effective problem-solver and decision-maker, able to assess situations and identify solutions.

Pay close attention to detail for accurate and compliant documentation.

Microsoft Office Applications – Word, Excel, Outlook, Teams, and PowerPoint Type 56 WPM.

KEY QUALIFICATIONS

Business Operations Practice Structure Leadership & Management Medical Administrative Procedures

Healthcare Ethics HIPAA Compliance Accounting Payroll Appointment Scheduling Insurance Verification

CMS 1500 Processing Co-Payments UB-04 Insurance Billing Procedures Insurance Claim Cycle Medical Terminology

Electronic Health Records (EHR) Electronic Medical Records (EMR)

Health Records Management Medical Records Management Human Resource Management

Organizational Improvements Interpersonal Professional Communications

EDUCATION

Ultimate Medical Academy Associate of Science Degree – Healthcare Management, 2025

Introduced to the following concepts:

Human resource management, business operations, accounting, payroll, insurance billing procedures, and appointment scheduling.

Management and security of electronic medical and health records.

Scheduling appointments, entering data, and updating patient information using simulation EHR software.

Customer service, interpersonal communication, leadership, management, medical administrative procedures, and HIPAA compliance.

Program emphasized the use of critical thinking skills to succeed in a diverse environment.

LEADERSHIP AND HEALTHCARE INDUSTRY EXPERIENCE

Carilion Clinic – Roanoke, VA 12/2018 – 09/2019

Scheduler / Customer Service – Call Center

Handled inbound and outbound telephone calls for Neurology appointments.

Scheduled appointments following protocols, entered demographic information, and maintained scheduling system to ensure records were accurate and complete.

Communicated with staff regarding patient concerns and provided quality customer service.

Followed HIPAA guidelines to ensure confidentiality of private information.

Anthem Blue Cross Blue Shield – Roanoke, VA 06/2018 – 12/2018

Customer Service Representative / Customer Service – Call Center

Interacted with members via inbound calls, answered questions about their insurance coverage and premiums, and sent information about potential providers.

Entered customer data, documented call activities, paid close attention to detail, and upheld HIPAA guidelines to assure privacy of sensitive and confidential information.

Communicated in a clear and concise manner and worked effectively as a team member.

Kroger – Roanoke, VA 05/2016 – 09/2016

Gas Station Supervisor / Customer Service – Retail

Started as a Cashier, then progressed to Customer Service Representative 06/2016, and then was promoted to Manager 08/2016.

Provided support to management team, opened and closed the store, made certain standards for customer service were followed, and delegated tasks.

Operated cash register, scanned merchandise, accepted payments, ensured accuracy of cash drawer, stocked shelves, and kept work area clean and organized.

Worked as part of a team and interacted with diverse customers and staff members.

Built relationships and led by example to create a positive atmosphere.

ADDITIONAL EXPERIENCE

ADT Security – Huntsville, AL 07/2023 – Present

Account Manager Tier III / Customer Service – Remote Call Center

Manage inbound and outbound calls, keep accurate and complete department records, and met quotas.

Deescalated calls and helped customers with cancellations and reactivation.

Processed billing, serviced technical support issues, handled claims, and balanced contracts.

Addressed issues in a professional manner and resolve staff and customer service problems.

Used MS Excel and Salesforce software.

Capital One – Chesapeake, VA 09/2019 – 03/2021

Account Supervisor Tier II / Customer Service – Remote Call Center

Assisted with Tier 1 inbound calls, de-escalated consumer calls, and provided resources to customers with hardships and difficult situations.

Accomplished Surprise and Delight Ambassador by building rapport with customers.

Built reports and sent amazon gift cards for surprise and delights.

Met call quotas, maintained call quality, and safeguarded confidentiality.

PRA Group – Norfolk, VA 03/2021 – 06/2023

Legal Disputes Specialist / Customer Service – Remote

Assisted with legal documents including judgements and fraud documentation.

Handled legal credit dispute cases and legal credit disputes, ensuring legal judgement attached to the disputes.

Reviewed accounts to see total customer owed, identity fraud activities, and resolved accounts in a timely manner.

Provided quality customer service, followed procedures, and handled confidential information.

Wells Fargo – Roanoke, VA Customer Service Representative II – Call Center 09/2016 – 06/2018

K-Mart – Roanoke, VA Customer Service Associate / Cashier – Retail 10/2014 – 05/2016

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