Shadaune Lewis

Provides daily care for child with a disability. Including managing medical needs, personal hygiene, and dietary requirements.

• Coordinate and schedule appointments with healthcare providers, therapists, and other specialists.

• Monitor and maintain a safe and supportive environment tailored to individual needs.

•Assist with all daily living activities such as feeding, bathing and keeping child from self-injuring behaviors and eloping.

• Take inbound phone, email and fax orders for medical supplies for patients
• Respond to routine and some non-routine, more complex customer service inquiries with one call resolution
• Update insurance, account and doctor information per request
• Contact doctors for updated prescriptions
• Make outbound calls and emails to doctor offices to follow up on documentation needed
• Placed 3 way calls to confirm with patient and doctors the correct supplies needed
• Advise patients how to measure specific areas of their body over the phone for correct size of supplies needed
• Called 3rd party manufacturers to place sample orders if we are out of stock of an item a patient is in dire need of
• Send E-faxes to patient/doctors offices/insurance offices per requests
• Make outbound calls to insurance companies to follow up on active/non-active policies and any documentation needed
• Warm transfer calls to appropriate departments
• Follow up on third-party vendors and warehouses for shipping inquiries and to resolve any shipment and delivery issues
• Investigate reports and follow up on shipment discrepancies (shortage/overages, mis-picks, damaged goods) and report accordingly to Medline's operation service issue team
• Place replacement orders using SAP software
• Take transferred escalation calls via the senior representative support line from fellow representatives needing any assistance
• Maintain record of all calls and note customers records as necessary to maintain consistency in service
• Report quality issues and defects submitted by members or plan representatives to Medline Quality Assurance
• Follow-up as needed to resolve (replacement order, credit request, etc)
• Other duties may include working open order ETA, working with buyers and Product managers for stock updates, stock issues and conversion items

• Performed outbound/received inbound calls for accounts that were 90 days or more past due
• Contact customers via email and live chat
• Ability to negotiate and demonstrate assertiveness and empathy when necessary to obtain favorable resolutions
• Multitask by assisting with three live chats at a time and responding to email request in a timely manner
• Used different de-escalation tactics to work for a 'one call' resolution for upset/irate clients
• Update bank account and debit/credit card information
• Take payments via bank, debit, credit, checks, money-gram and money order
• Remain calm with clients and exhaust all payment options and extensions within company guidelines to reduce management escalations
• Offer settlement options as a last resort to get client back in good standing
• Assist with all general inquiries for current clients and account information
• Warm transfer calls to the appropriate department
• Hard fax any documents to clients, lawyers, or third-parties per request
• Assist with training new employees and work side-by-side their first week of training
• Assist the department with all parties, setting up decorations for celebrations, team meetings and with potlucks

• Created new payday and title loans for qualifying customers
• Filled out proper paperwork to stay compliant with state laws
• Assisted and trained all new employees on rules and regulations of store and state laws
• Review physical paystubs and vehicle titles to confirm not fraudulent
• Contact proper chain of command and authorities when receiving fraudulent or forged documents
• Assisted with escalated concerns with clients
• Offer payment resolutions on past due accounts
• Walked the local neighborhood and handed out ads
• Take payments via cash and debit card
• Inspected vehicles for approval or denial for title loans
• Contacted our tow agencies to start or cancel a repo on delinquent title loans
• Made daily outbound collection and reminder calls, and took inbound calls
• Assisted with counting all drawers and dropping large deposits to armor trucks weekly
• Assisted management with bank runs to deposit funds
• Record-kept all deposits and drops via log books daily
• Placed all nightly cash in safe
• Weekly wore the PLS costume and signs outside to attract more business