Shannah Jost
Worcester
Summary
Dynamic Office Manager with over 10 years of customer service experience, recognized for exceptional interpersonal and organizational skills. Proven ability to manage multiple tasks and navigate challenges in fast-paced environments. Committed to fostering positive relationships and enhancing operational efficiency through strategic problem-solving and proactive communication. Results-driven professional dedicated to supporting team success and improving overall workplace productivity.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Office Manager/Receptionist
Century Homecare
07.2020 - Current
- Answer telephone calls, greets visitors, screen clients and responds directs them appropriately
- Takes telephone referral information, if no nursing staff is available and passes referral on to nurse as soon as possible
- Orders office supplies and forms for the agency
- Manages postal needs of the branch and is responsible for logging all incoming and outgoing mail including package deliveries and ensuring delivery to appropriate persons/department
- Manages office cleaning, biohazard pickups and shredding pickups
- Responsible for general typing, data entry, filing, generating computer reports and other clerical duties
- Participates in Performance Improvement program, attending monthly staff meetings and accepting membership when called upon to PI committees
- Exhibits budgetary awareness of utilization of staff, supplies and equipment
- Is a support for various departments as requested by other department heads
- May be requested to fill in for other office support staff when necessary
HR Assistant
Century Homecare
08.2021 - 09.2022
- Maintains accurate and up to date human resources files, records and documentation
- Tracks all monthly inservices, supervisions, evaluations, disciplinary actions and health data
- Performs audits of HR files and records to ensure that all required documents are collected and file appropriately
- Actively encourages employee recognition and employee engagement programs
- Advocates for the employee to the highest degree possible
- Provides clerical support to the HR department.
Customer Service Representative
Byram Healthcare
09.2019 - 06.2020
- Address customer concerns in a friendly, professional, efficient, and timely manner
- Receive and process customer orders and insurance claims
- Perform special projects on an as needed basis for management
- Provides superior customer service
- Contributes to specific objectives and outcomes as directed
Claims Representative
Hanover Insurance
06.2018 - 09.2019
- Processing New Vendor requests and managing backlog activities
- Entering requests into the claims system, reviewing / monitoring activity
- Searching for an existing number or if there isn’t one – researching the request
- Verifying addresses, location, spelling for accuracy.
- Verifying details electronically or via phone for accuracy.
- Comfortable with communicating to team members, adjuster’s and vendors.
Service Coordinator
SummitElderCare
05.2013 - 05.2017
- Coordinated and scheduled home care services to implement the plan of care established by the interdisciplinary team (IDT)
- Worked collaboratively with Home Care and other staff, vendors, participants and families to support SE’s mission, promote high quality care and service as well as positive internal and external customer relations
- Communicated with homecare agencies and other vendors to coordinate services including initial orders, changes cancellation and resumption of services
- Effectively utilized established systems and procedures to identify problem cases and alert management of need for additional interventions
Member Service
Prescription Advantage
05.2008 - 01.2009
- Reviewed, processed and responded to request from other internal departments in accordance with departmental guidelines
- Oversee staff assigned to Data Entry, File Creation and /or File Room projects
- In charge of tracking renewals from current members
- Provided information and customer service to the members
- Developed administrative and clerical skills while enhancing communication skills
- Maintained the confidentiality of all business documents and correspondence according to HIPPA, corporate and program guidelines
Researcher
Small Business Service Bureau
01.2008 - 04.2008
- Actively participated in research for health insurance
- Had office duties such as faxing, filing and answering the phone
- Handled difficult situations in a kind and courteous manner
Customer Service
Chartwells Commuter Café
09.2005 - 05.2007
- Provided excellent customer service
- Prepared and served food in a high demand environment
- Maintained and clean a well-stocked facility
- Independently operated at a satellite location
Gift Shop Associate
UMass Medical Center, Lori’s Gift shop
05.2006 - 08.2006
- Because of skillful organization, sales went up 35%
- Handled sales and obtained a high level of customer service
- Took inventory and ordered supplies
- Courteous delivery to patients and staff
Librarian Assistant
Fitchburg State College, Library
09.2003 - 05.2004
- Assisted students and faculty with various inquiries
- Played an intricate role in transferring card catalogue to an online database
- Prepared books and CDs for circulation
Education
BA - Psychology
Becker College
Worcester, MA01-2018
BS - History
Fitchburg State College
Fitchburg, MA01-2007
Skills
- Effective organizational abilities
- Adept in technology
- Time management
- Verbal and written communications
- Detail orientated
- Yellow belt in LEAN
- Customer service
- Office management
- Organizational skills
- Office administration
- Administrative support
- Problem-solving
Certification
Yellow Belt in LEAN
Timeline
HR Assistant
Century Homecare
08.2021 - 09.2022
Office Manager/Receptionist
Century Homecare
07.2020 - Current
Customer Service Representative
Byram Healthcare
09.2019 - 06.2020
Claims Representative
Hanover Insurance
06.2018 - 09.2019
Service Coordinator
SummitElderCare
05.2013 - 05.2017
Member Service
Prescription Advantage
05.2008 - 01.2009
Researcher
Small Business Service Bureau
01.2008 - 04.2008
Gift Shop Associate
UMass Medical Center, Lori’s Gift shop
05.2006 - 08.2006
Customer Service
Chartwells Commuter Café
09.2005 - 05.2007
Librarian Assistant
Fitchburg State College, Library
09.2003 - 05.2004
BS - History
Fitchburg State College
BA - Psychology
Becker College