Shanea Mcghee
Indianapolis
Summary
Dynamic Executive Case Manager with strong interpersonal skills and a proven track record in client account management. Successfully enhanced patient satisfaction and streamlined operations, demonstrating expertise in compliance and problem resolution. Adept at developing comprehensive case management plans that drive positive outcomes and foster effective communication between clients and providers.
Overview
11
11
years of professional experience
Work History
Executive Case Manager
PharmaCord
09.2024 - Current
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
Front Office Manager
Southside OBGYN
12.2022 - 01.2025
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
HR Generalist
BC FORWARD For ACCENTURE
02.2022 - 12.2022
- Ensured compliance with labor laws, reducing legal risks through regular policy reviews and updates.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes, and talent management.
- Collaborated with cross-functional teams to achieve organizational objectives through strategic HR planning.
- Managed benefits administration, ensuring accurate enrollment and timely processing of claims.
- Administered payroll accurately, ensuring timely payment processing while minimizing errors in calculations or deductions.
- Supported company growth by leading successful recruitment and hiring campaigns.
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Developed and implemented onboarding and orientation programs for new employees.
Patient Access Coordinator
Ascension St. Vincent Medical Group
07.2019 - 02.2022
- Contributed to a positive work environment by providing support and assistance to colleagues during peak periods or staff shortages.
- Maintained strict adherence to HIPAA regulations while managing confidential patient information throughout various stages of care.
- Managed high volumes of inbound calls while addressing scheduling requests, appointment confirmations, prescription refills, and general inquiries professionally.
- Increased efficiency of daily operations by implementing electronic health record system for accurate data management.
- Reduced errors in billing processes by meticulously reviewing and verifying patient demographics and insurance information.
- Improved patient satisfaction by streamlining the registration process and reducing wait times.
- Supported revenue cycle management efforts through precise coding of services rendered for proper reimbursement from insurers.
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Organized patient records and database to facilitate information storage and retrieval.
Customer Service Team Lead
IU Health Plans
12.2013 - 05.2019
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
- Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service Team Lead role effectively.
- Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives'' use.
- Collaborated with cross-functional teams to develop new strategies for improving the overall customer experience.
- Implemented feedback tracking system to identify areas of improvement and adjust team strategies accordingly.
- Reduced average handle time through effective communication training and improved knowledge of products/services offered.
Education
Bachelor of Science - Health Sciences
Indiana Institute of Technology
Fort Wayne, IN05-2026
Bachelor of Science - Human Services
University of Southern Indiana
Evansville, IN05-2007
Skills
- Interpersonal skills
- Operations management
- Executive support
- Customer-oriented
- Problem resolution
- Quality management
- Client account management
- Research and analysis
- Human resources management
- Human resources
- Staffing
- Communication skills
Timeline
Executive Case Manager
PharmaCord
09.2024 - Current
Front Office Manager
Southside OBGYN
12.2022 - 01.2025
HR Generalist
BC FORWARD For ACCENTURE
02.2022 - 12.2022
Patient Access Coordinator
Ascension St. Vincent Medical Group
07.2019 - 02.2022
Customer Service Team Lead
IU Health Plans
12.2013 - 05.2019
Bachelor of Science - Health Sciences
Indiana Institute of Technology
Bachelor of Science - Human Services
University of Southern Indiana
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