Donna M. Shifflett
Newport News
Summary
Administrative Healthcare Professional/Patient Advocate/Customer Service Centered. Progressive experience in many facets of customer service, latest in a medical practice/hospital setting. Superb communicator/listener with exceptional interpersonal skills and superior work ethic.
Overview
27
27
years of professional experience
Work History
Medical Office Manager
Family Physicians of Tidewater
Norfolk, VA
05.2018 - Current
- Improved office efficiency with introduction of Athena electronic health records.
- Managed daily administrative tasks to ensure smooth operations within the medical office environment.
- Coordinated billing and coding processes, ensuring accuracy in insurance claims submissions.
- Facilitated communication between healthcare providers, staff and patients to improve care coordination.
- Maintained strict confidentiality of sensitive patient information, adhering to HIPAA guidelines and safeguarding against potential data breaches.
- Managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Provides administrative support for three busy providers.
- Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
- Utilized EPIC SEHR/ConnectCare to obtain patient's hospital records.
- Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
- Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
Scheduling Specialist
MMP Neurosurgery and Spine
Scarborough, ME
03.2017 - 04.2018
- Management of multiple medical provider schedules
- Data entry
- Telephone customer service in a high volume call center
- Manage Referrals and schedule appointments using EPIC SEHR
Scheduling Specialist
MMP Neurology
Scarborough, ME
03.2016 - 03.2017
- Management of multiple medical provider schedules
- Data entry
- Telephone customer service in a high volume call center
- Manage Referrals and schedule appointments using EPIC SEHR
Screening Specialist
MMC MedAccess
Portland, ME
04.2015 - 03.2016
- Determine patient eligibility and provided resources and referral information
- Accurate documentation of important information
- Assist members with guidance on matters regarding the Affordable Care Act
- Telephone Customer Service
Scheduling Specialist
MMP Neurology
Scarborough, ME
11.2013 - 04.2015
- Management of multiple medical provider schedules
- Data entry
- Telephone customer service in a high volume call center
- Manage Referrals and schedule appointments using EPIC SEHR
Outpatient Registration Representative
MMC Outpatient Registration
Portland, ME
09.2012 - 11.2013
- Telephone Customer Service
- Verification of patient demographic and insurance information
- Educate and register patients with MMC Free care program
- Create appointments using EPIC SEHR
Owner/Cleaner
B&D Cleaning Company
Hull, MA
09.2000 - 07.2012
- Oversee all cleaning operations
- Provide meticulous cleaning services and excellent customer service
- Management of client schedule
- Supply orders
- Book keeping
Customer Service Representative
Blue Cross Blue Shield MA
Rockland, MA
09.1999 - 09.2000
- Provide exceptional customer service
- Advise customers on policy and benefit information
- Contribute to team effort in meeting and exceeding service, production and quality goals
Education
General Studies
Seton Hall University
South Orange, NJ06-1984
Skills
- Proficient with Athena (EHR) system
- Well Versed in EPIC SEHR
- Medical Schedule Management
- Strong Customer Service
- Excellent Time Management
- Proficient in Microsoft Office
- Knowledgeable in current insurance market
- Strong Communication Skills
- Multitasks with Ease
- Leadership skills
- Excellent Attention to Detail
- Impeccable Follow-up
Timeline
Medical Office Manager
Family Physicians of Tidewater
05.2018 - Current
Scheduling Specialist
MMP Neurosurgery and Spine
03.2017 - 04.2018
Scheduling Specialist
MMP Neurology
03.2016 - 03.2017
Screening Specialist
MMC MedAccess
04.2015 - 03.2016
Scheduling Specialist
MMP Neurology
11.2013 - 04.2015
Outpatient Registration Representative
MMC Outpatient Registration
09.2012 - 11.2013
Owner/Cleaner
B&D Cleaning Company
09.2000 - 07.2012
Customer Service Representative
Blue Cross Blue Shield MA
09.1999 - 09.2000
General Studies
Seton Hall University