Shamika Roach Email & Phone Number

Train and demo new customers on multiple test record platforms.Collect, analyze, and create data set reports for high level clients.Manage 17+ customers utilizing the drug and alcohol random program.Provide direct communication regarding platform updates, internally and externally.Provide exceptional customer service by promptly responding to inquiries and resolving issues, resulting in a 45% increase in customer satisfactionManage a high volume of incoming calls and emails, consistently meeting or exceeding the department average response time of 20 minutesProactively follow up with customers after resolution of their concerns to ensure satisfaction and build long-term relationshipsParticipate in regular training sessions to stay updated on product knowledge, industry trends, and best practices for delivering excellent customer service.

Built and managed 10 - 15+ client relationships.Managed, tracked, and followed up on client issues related to operations, technology, and billing.Coordinated test orders for employment testing.Served as the main point of contact for all client inquiries and issue resolution.Managed a high-volume workload while maintaining attention to detail and meeting tight deadlines.

Organized and attended departmental meetings.Resolved clinical and employer drug health service conflict matters.Managed 6+ team members.Processed time sheets and PTO requests.Supervised monthly data entry, billing, and auditing of client invoices.Managed the daily operations of the revenue cycle team.Implemented new billing software system, resulting in a 55% increase in efficiency and accuracy.Reduced accounts receivable aging by 5 days through proactive follow-up on outstanding invoices.Provided training and mentorship to new hires, facilitating their integration into the billing team

Arrange physicals, drug screens, & breath alcohol test through providers.Identify and record providers across the country.Manage DOT and non-DOT drug screens for assigned clinics including data entry, billing, auditing, and mail.Conduct activities preliminary to MRO review.Prepare and audit monthly invoices for accounts.

Bachelor'S Degree, Health/Health Care Administration/Management, B

Activities and Societies: Health Care Management Student Association, TRIO (Student Support Services)

Associate'S Degree, General Studies, B

Activities and Societies: TRIO (Student Support Services)

General Studies

Activities and Societies: Student Government Association (Volunteer)Work Study Assistant for the Department of Science Chair.