SHELLY INGRAM
Griffin
Summary
Versatile customer service and administrative professional, skilled in managing high-volume interactions and improving operational workflows. Demonstrates a solid understanding of medical terminology and insurance practices while delivering exceptional support to patients. Committed to fostering positive relationships and maintaining regulatory compliance.
Overview
26
26
years of professional experience
Work History
Patient Care Advocate II
Foundever/Express-Scripts
Miami
01.2023 - 2026
- Resolved prescription and insurance coverage issues, enhancing patient access to necessary medications.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Maintained current knowledge of relevant laws, regulations, policies, procedures, standards of practice related to patient advocacy.
- Maintained accurate documentation of all interactions with patients in accordance with HIPAA regulations.
- Participated in quality improvement initiatives aimed at improving overall patient experience.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Managed high volume of incoming calls, delivering exceptional customer service and support to patients and families.
- Processed insurance verifications and authorizations to ensure coverage of services.
- Conducted financial counseling for patients, clarifying payment options and assistance programs to reduce financial barriers to care.
- Implemented patient satisfaction surveys to identify areas for improvement.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Explained policies, procedures and services to patients.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
Master Merchandiser
Driveline Retail Merchandising
08.2020 - 07.2023
- Drove client retention by managing engaging merchandise presentations that encouraged impulse purchases.
- Collaborated with retail teams to implement effective merchandising strategies that aligned with sales goals.
- Established vendor relationships that enhanced product availability and supported business operations.
- Educated employees on new merchandise during seasonal workshops.
- Answered customer questions regarding store merchandise, department information and pricing.
Orthopedic Technician
OrthoGa
05.2014 - 08.2015
- Set up orthopedic fracture tables for casting procedures and applied plaster and fiberglass casting, splints, braces, soft goods, and skin and skeletal traction to ensure optimal patient care.
- Managed care for 50 patients daily in a busy clinical setting.
- Collaborated with vendors to source materials for device fabrication processes, ensuring quality and compliance with standards.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Learned new skills and applied them to daily tasks, enhancing workflow and supporting team productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Office Manager
Bart Ingram Trucking
11.2001 - 07.2010
- Built collaborative working relationships within organization to achieve goals
- Managed over 50 customer calls per day
- Facilitated communication between supervisors regarding complex issues
- Enhanced productivity by reviewing and modifying operations and workflows.
- Coordinated labor assignments and equipment allocations to meet transportation, operations, and production goals.
- Proposed measures to improve production methods, equipment performance, and team operations.
- Oversaw preventive maintenance and scheduled repairs to maximize vehicle and equipment performance.
- Mastered enterprise resource planning and logistics and supply chain software and maximized material movement rate.
Office Assistant and Medical Assistant
Dr. Ari-Beth Cohen
01.1998 - 01.2001
- Scheduled appointments, managed high-volume phone system, facilitated daily client relations as point of contact for 23 patients daily
- Implemented entirely new EMR system to bring practice into compliance with current HIPAA law and regulatory compliance
- Oversaw all financial operations of practice, including payroll management and banking transactions
- Scheduled surgeries, managed pre-certifications, and verified insurance coverage
- Triaged incoming calls for provider to determine callers' needs for immediate appointments or scheduled visits.
- Collected co-payments from patients for visits and completed daily cash deposits to secure funds.
- Implemented and enforced department policies and procedures to ensure effective team operations and quality patient care.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
Education
Associate of Applied Science - Applied Science
Southern Crescent Technical College
Griffin, GA01-2014
Skills
- Medical terminology
- Insurance operations
- Insurance verification
- HIPAA compliance
- Patient education
- Patient advocacy
- Patient billing support
- Insurance navigation
- High-volume call handling
- Records maintenance
- System updating
- Time management
- Verbal and written communication
- Relationship building
Timeline
Patient Care Advocate II
Foundever/Express-Scripts
01.2023 - 2026
Master Merchandiser
Driveline Retail Merchandising
08.2020 - 07.2023
Orthopedic Technician
OrthoGa
05.2014 - 08.2015
Office Manager
Bart Ingram Trucking
11.2001 - 07.2010
Office Assistant and Medical Assistant
Dr. Ari-Beth Cohen
01.1998 - 01.2001
Associate of Applied Science - Applied Science
Southern Crescent Technical College