Shannon Poston
Georgetown
Summary
Results-oriented professional with expertise in customer engagement and inquiry resolution. Demonstrated ability to cultivate strong client relationships while optimizing processes for enhanced service delivery. Skilled in improving customer satisfaction through effective communication and problem-solving techniques.
Overview
24
24
years of professional experience
7
7
Certifications
Work History
Patient Financial Engagement Representative
HCM
Indianapolis
09.2021 - Current
- Facilitated discussions with customers to identify needs, address issues, and clarify product inquiries.
- Addressed customer complaints with professionalism while demonstrating empathy for concerns.
- Demonstrated exceptional service skills by going above and beyond to satisfy customers on phone and in person.
- Exhibited strong problem-solving abilities when addressing challenging situations or complex inquiries from customers.
- Engaged with colleagues in various departments to facilitate successful meeting of all customer expectations.
Refund Analyst & Banking
Practice Management Group
Murrells Inlet
07.2020 - 09.2021
- Investigated refund requests to verify alignment with company policies and discovered potential process optimizations.
- Executed payment processing for postings, fulfilled deposit requests electronically, and conducted daily bank deposits on assigned days.
- Coordinated daily import process for 835 files among all contracted customers when necessary.
Office Managers
Dr. Bill Davis Dentist Office
Pawleys Island
10.2019 - 07.2020
- Coordinated scheduling and optimized timely resource and calendar allocation.
- Oversaw front desk activities, encompassing visitor reception, inquiry resolution, and referral to relevant staff.
- Handled customer inquiries efficiently, ensuring strong client relationships are maintained.
- Optimized filing system for records, correspondence, and supplemental documents.
- Administered office inventory and facilitated placement of new supply orders.
- Sustained impeccable office organization to enhance efficiency, professionalism, and performance objectives.
- Coordinated room setup and cleaning to ensure a welcoming and hygienic environment for patients.
Supervisor Cash Applications
Tidelands Health
Georgetown
09.2011 - 10.2019
- Managed and led team of 10 employees in execution of daily operations.
- Evaluated finished work for alignment with quality standards and consistency.
- Formulated and executed operational policies and procedures to enhance efficiency and accuracy of workflows.
- Guided subordinates in executing job duties and responsibilities
- Partnered with cross-functional departments to streamline workflow processes among teams.
- Addressed customer complaints promptly while maintaining high levels of satisfaction.
- Addressed customer inquiries and complaints necessitating management-level escalation.
- Trained and mentored new employees on operational procedures and protocols.
- Facilitated communication between departments to improve workflow processes.
- Conducted performance evaluations for team members regularly and fairly.
- Resolved staffing issues promptly to maintain optimal team performance.
- Oversaw inventory control of outlying locations for collections and equipment.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Collaborated with other departments to coordinate workflow processes between teams.
Revenue Cycle Analyst
Tidelands Health
Georgetown
09.2001 - 09.2011
- Generated accounting reports and delivered targeted recommendations for enhancing revenue standing.
- Analyzed financial data trends to optimize revenue cycle efficiency.
- Contributed to policy development enhancing efficient revenue cycle operations.
- Compiled reports for management detailing payment trends, denial rates, rejection statistics, and additional performance metrics.
- Produced reports on aged accounts receivables to identify areas for enhancement in collections processes.
- Conducted monthly reconciliation of accounts receivable and patient payments to confirm accuracy and completeness.
Education
Associate of Arts - Business
University of South Carolina
Myrtle Beach, SC12-1993
Meditech Onsite Training
Meditech
Boston, MASkills
- Customer engagement
- Payment processing
- Inquiry resolution
- Customer relationship management
- Staff training
- Performance evaluation
- Effective communication
- Data entry proficiency
References
References available upon request.
Certification
CAC Curriculum
Timeline
Patient Financial Engagement Representative
HCM
09.2021 - Current
Refund Analyst & Banking
Practice Management Group
07.2020 - 09.2021
Office Managers
Dr. Bill Davis Dentist Office
10.2019 - 07.2020
Supervisor Cash Applications
Tidelands Health
09.2011 - 10.2019
Revenue Cycle Analyst
Tidelands Health
09.2001 - 09.2011
Associate of Arts - Business
University of South Carolina
Meditech Onsite Training
Meditech