SHAUNA MORRIS
Lauderdale Lakes
Summary
Dynamic and results-oriented professional with extensive experience managing high-volume medical office operations, delivering superior patient care support, and streamlining administrative processes. Adept at multitasking and prioritizing tasks in fast-paced environments. Proven track record of optimizing patient care through efficient appointment coordination, meticulous record-keeping, and adherence to healthcare regulations. Excellent communication skills, critical thinking abilities, and strong attention to detail. Dedicated team player who thrives under pressure, able to resolve complex issues efficiently while remaining committed to enhancing patient satisfaction and driving operational efficiency.
Overview
18
18
years of professional experience
Work History
Advanced Medical Support Assistant
Department of Veterans Affairs
11.2023 - 07.2024
- Successfully coordinated over 150 patient appointments weekly, streamlining scheduling to reduce average patient wait time
- Managed and maintained patient electronic health records (EHR) with 100% compliance to HIPAA and organizational standards
- Improved patient satisfaction scores through proactive communication, reducing complaints and enhancing the overall patient experience
- Collaborated with cross-functional teams, with patient care, service, satisfaction, and the reduction of patient referral processing time as a priority
- Trained and mentored new administrative staff, resulting in improved efficiency and reduced new hire onboarding time
- Handled phone calls while assisting patients in a fast-paced front desk environment, ensuring each patient received top priority and felt valued
- Provided information to patients and visitors regarding clinic locations, policies, and procedures
- Maintain effective, efficient, and professional communication with the patient, interdisciplinary team, VA medical centers, and other agencies
- Communicated effectively and on time with medical professionals to ensure any issues are resolved
- Assisted in resolving patient concerns with empathy and professionalism and consistently maintaining a high level of patient satisfaction.
Manager
Freemind Music LLC
02.2010 - 05.2023
- Implemented efficient project management techniques consistently completing projects within specified timeframes and exceeding client expectations
- Developed and maintained operational schedules for executive staff, ensuring seamless workflow and prioritization of tasks
- Analyzed financial results, monitored variances and recommended strategic actions to upper management, leading to cost savings of more than 12% and increased probability
- Utilized advanced MS Excel skills, including pivot tables, Lookup, and SUMIFS, in conjunction with MS Access, to generate precise financial reports
- These reports provided upper management with data-driven insights for informed decision-making
- Prepared contrast, estimates, and project budgets, ensuring adherence to financial guidelines and timely completion of deliverables
- Managed travel arrangements and performed various administrative duties to support organizational efficiency
- Managed office inventory and placed new supply orders
- Monitored payments due from clients and promptly contacted clients with past due payments
- Maintained impeccable office organization to support efficiency, professionalism, and performance objectives
- Oversaw receiving and organizing correspondence, answering and forwarding calls, and creating business letters and records
- Reviewed files and records to obtain information and respond to requests
- Managed, scheduled, and coordinated office functions and activities for employees
- Handled scheduling and managed timely and effective allocation of resources and calendars
- Used judgment and initiative in handling confidential matters and requests
- Managed office budget to handle inventory, postage, and vendor services
- Implemented and maintained company protocols to facilitate smooth daily activities
- Coordinated office activities and operations to secure efficiency and compliance with company policies
- Trained and mentored administrative staff members in company policies, daily task execution, and industry best practices
- Resolved customer inquiries and complaints requiring management-level escalation
- Delegated work to staff, setting priorities and goals
- Interviewed prospective employees and provided input to HR on hiring decisions
- Mediated conflicts between employees and facilitated effective resolutions to disputes
- Analyzed business performance data and forecasted business results for upper management.
Insurance Representative
NAL Acceptance
08.2006 - 11.2009
- Processed insurance claims with a high level of accuracy and attention to detail, resulting in prompt claim settlements and customer satisfaction
- Maintained and updated customer records in compliance with company policies and regulatory requirements
- Provided exceptional customer service, addressing inquiries and concerns to ensure a positive customer experience.
Education
Bachelor of Science - Health Administration
Southern New Hampshire
06-2023
Skills
Records and Database Management
Appointment scheduling
HIPPA
Excellent phone etiquette
Complaint Resolution
Performance Evaluations
Healthcare industry knowledge
Patient Centered
Verbal and Written Communication
Data Entry
Analytical Thinking
Active Listening
Attention to Detail
Vista, GUI, PCI, CPRS
ï MS Excel (Pivot Tables, Lookups, SUMIFS)
ï EHR/EMR Systems (Cerner, Epic)
ï MS Access
ï Database Management
Office management and administrative skills
Staff support and office assistance
Medical terminology
Emergency Response with First Aid CPR
Strong communication and interpersonal skills
Problem-solving and critical thinking
Timeline
Advanced Medical Support Assistant
Department of Veterans Affairs
11.2023 - 07.2024
Manager
Freemind Music LLC
02.2010 - 05.2023
Insurance Representative
NAL Acceptance
08.2006 - 11.2009
Bachelor of Science - Health Administration
Southern New Hampshire
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