Shakeema Jackson
Raleigh
Summary
Financial services professional with extensive experience in patient financial counseling and customer support. Known for delivering solutions that enhance patient satisfaction and streamlining processes. Excellent team collaborator with results-driven mindset, adaptable to any evolving environment. Skilled in financial analysis and customer service, with reputation for reliability and flexibility.
Overview
12
12
years of professional experience
Work History
Financial Care Counselor/Cash Manager/Patient Experience Committee
Duke Neurology
09.2023 - Current
- Call various insurance companies daily to verify eligibility and coverage for patients
- Managed sensitive client information with utmost discretion, ensuring compliance with privacy regulations.
- Use provider portals to initiate authorizations pertaining to special services
- Streamlined processes within the organization, enhancing efficiency and reducing operational costs.
- Provided exceptional customer service for clients, addressing inquiries and resolving issues promptly.
- Built strong relationships with clients, fostering trust and confidence in the counseling process.
- Enhanced client understanding of complex financial concepts through clear explanations and personalized guidance.
- Achieved high levels of satisfaction among clientele by consistently providing professional, empathetic, and results-driven support.
- Collaborated with a team of financial professionals to develop strategies for improving client outcomes.
- Coordinated referrals to appropriate resources when necessary, ensuring that clients received comprehensive assistance in meeting their needs.
- Contributed to a positive work environment by collaborating effectively with colleagues and maintaining open lines of communication across departments.
Financial Care Counselor/Cash Manager/Patient Experience Coordinator
Duke Innovative Pain Therapies
01.2022 - 09.2023
- Call various insurance companies daily to verify eligibility and coverage for patients
- Managed sensitive client information with utmost discretion, ensuring compliance with privacy regulations.
- Use provider portals to initiate authorizations pertaining to special services
- Streamlined processes within the organization, enhancing efficiency and reducing operational costs.
- Provided exceptional customer service for clients, addressing inquiries and resolving issues promptly.
- Built strong relationships with clients, fostering trust and confidence in the counseling process.
- Enhanced client understanding of complex financial concepts through clear explanations and personalized guidance.
- Achieved high levels of satisfaction among clientele by consistently providing professional, empathetic, and results-driven support.
- Collaborated with a team of financial professionals to develop strategies for improving client outcomes.
- Coordinated referrals to appropriate resources when necessary, ensuring that clients received comprehensive assistance in meeting their needs.
- Contributed to a positive work environment by collaborating effectively with colleagues and maintaining open lines of communication across departments.
Patient Service Associate
Duke Health OB-GYN Clinic
03.2021 - 01.2022
- Promoted a welcoming atmosphere by greeting patients upon arrival, quickly addressing their needs, and answering questions clearly.
- Assisted patients with insurance verification, ensuring accurate billing and prompt payment processing.
- Maintained confidentiality by properly handling sensitive patient information in accordance with HIPAA guidelines.
- Reduced errors in data entry by diligently verifying information on forms prior to submission into the system.
- Improved overall efficiency of the front office by implementing new procedures for timely record-keeping and paperwork management.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Participated in training sessions for new hires as well as ongoing professional development opportunities to stay current with industry best practices.
- Continuously improved knowledge of medical terminology and coding practices for accurate knowledge of organizational operation.
PSA - Screener
Duke Health Urgent Care
09.2020 - 03.2021
- Maintain excellent customer service skills by greeting patients and welcoming them inside the building as they prepare to be screened
- Screen patients as a requirement for COVID-19 guidelines and procedures
- Coordinated with receptionists, providing necessary support to manage incoming guests effectively.
- Maintained a safe environment by promptly addressing security concerns or incidents according to health & safety compliance rules
- Managed high traffic flow periods with ease, maintaining organized lines and efficient guest processing.
- Offer a helping hand to those who need a reference to their appropriate medical staff or clinic
- Handled sensitive information discreetly while verifying credentials and access permissions for restricted areas.
- Assisted in emergency situations, effectively collaborating with first responders and security personnel.
Cashier
CVS Pharmacy
09.2019 - 09.2020
- Welcome each and every customer to ensure a smooth delivery of customer service in the front store
- Have a thoughtful answer to questions and concerns about products, policies and services
- Complete effective and purposeful training methods each month in a timely manner
- Stock shelves in the appropriate fashion according to CVS guidelines
- Develop and maintain a constant strong rapport with team members and management
- Negotiate with all staff members to confirm weekly sales quota
- Maintained a high level of professionalism, providing exceptional guest service at all points of contact
Cashier
Walmart
08.2018 - 07.2019
- Keeping an accurate record of all transactions using cash registers or other point of sale systems
- Scanning items barcodes using a computer system to track inventory and prices
- Scanning coupons, applying discounts and collecting payment from customers for items purchased using cash, check, or credit card
- Redlining with a smile and answering questions about merchandise, store policies, and ongoing promotions with customers
- Returning unwanted items back to customer service and designated isles during downtime
- Kept checkout lane clean and picked-up for the ultimate customer experience
Cashier/Salesfloor/Dressing Room Attendant
Ross Stores
08.2016 - 07.2018
- Replenishing products on shelves doing merchandising stock up during store hours
- Improved customer checkout time, which resulted in a 30% increase in returning customers
- Ensure all aspects of the dressing rooms were in working order and cleaned to the highest quality standards
- Lend a helping hand to customers who needed help on the salesfloor, while picking up clothes to assure customer's safety
Cashier/ Salesfloor
JCPenney
04.2014 - 08.2016
- Being an active listener while attending morning meetings, and offering advice whenever needed
- Collaborating with coworkers and management to complete assigned projects for the day
- Use leadership capabilities to productively train new hires on register kiosk, online orders, and salesfloor needs
- Check out customers who are ready, while initiating the benefits of opening a new JCPenney credit card
- Request opportunities to shift in different departments to explore and gain more experience within the company
Cashier/Pick Up Orders
Parkers BBQ
02.2013 - 03.2014
- Promoted from steam tables to cashier/pick up orders due to the ability to adapt and learn quickly
- Collected order notes to ensure fulfilment of pick-up orders
- Strived to answer all incoming calls while maintaining excellent customer service skills
- Assisted walk-in customers with their order in a timely manner
- Collected and counted money in the AM and PM of shift times, while making sure all cash drawers were correct in cash
- Check customers orders before handing to them to guarantee the best service was being provided
Education
Master of Healthcare Administration -
Southern New Hampshire University
Manchester, NH01.2022
Bachelor of Behavioral & Social Sciences - Public Health Education
North Carolina Central University
Durham, NC01.2019
Skills
- Epic Software Proficiency
- Microsoft Excel
- Risk Analysis
- Clinical Documentation
- Regulatory Compliance
- Customer Service
- Data Analysis
- Exceptional Interpersonal Skills
- Leadership Ability
- Problem-Solving
- Teamwork and collaboration
- Time Management
- Debt management
- Financial literacy
- Resource Coordination
- Conflict resolution
Timeline
Financial Care Counselor/Cash Manager/Patient Experience Committee
Duke Neurology
09.2023 - Current
Financial Care Counselor/Cash Manager/Patient Experience Coordinator
Duke Innovative Pain Therapies
01.2022 - 09.2023
Patient Service Associate
Duke Health OB-GYN Clinic
03.2021 - 01.2022
PSA - Screener
Duke Health Urgent Care
09.2020 - 03.2021
Cashier
CVS Pharmacy
09.2019 - 09.2020
Cashier
Walmart
08.2018 - 07.2019
Cashier/Salesfloor/Dressing Room Attendant
Ross Stores
08.2016 - 07.2018
Cashier/ Salesfloor
JCPenney
04.2014 - 08.2016
Cashier/Pick Up Orders
Parkers BBQ
02.2013 - 03.2014
Master of Healthcare Administration -
Southern New Hampshire University
Bachelor of Behavioral & Social Sciences - Public Health Education
North Carolina Central University
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