Shekeyah Hodge
Boston
Summary
Compassionate, community focus leader with years of experience in people serving roles. Passionate about providing care and access to underserved and vulnerable populations while meeting industry standards and expectations. Excellent reputation for resolving problems, being culturally competent and understanding social determinant of health.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Patient Family Relations Specialist
Mass General Brigham
07.2023 - Current
- Manage high volumes of patient and family interactions via calls, visits, and correspondence, ensuring timely, empathetic, and effective communication.
- Collaborate with interdisciplinary teams to investigate concerns, facilitate resolutions, and improve patient and family satisfaction.
- Lead hospital-wide initiatives, focusing on continuous improvement of patient care processes and service excellence.
- Draft and oversee official communications on behalf of senior leadership, including Chief Medical Officers, ensuring professionalism and adherence to organizational values.
- Promote a culture of diversity, equity, and inclusion by addressing the needs of patients and families from diverse backgrounds with respect and sensitivity.
- Facilitate staff education on Patient and Family Centered Care principles, fostering a collaborative and inclusive environment.
Supervisor of Member Engagement
Commonwealth Care Alliance
01.2021 - 07.2023
- Led team of representatives servicing low income individuals with complex health needs.
- Supervised day to day operations of 13-15 employees, completing timecards, one on one, quality coaching and career development.
- Led the implementation of four new specialty team to the department and supervised them through two annual enrollment periods.
- Trained, mentored and evaluated employees on service quality, knowledge and performance.
- Worked with management team to distribute responsibilities and work based on employees work style and skill set.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Adapted management methods that encouraged innovation and collaboration
Onboarding Specialist
Commonwealth Care Alliance Inc.
12.2019 - 01.2021
- Schedule MDS assessments with members while serving as their primary point of contact during onboarding process
- Create and maintain annual enrollment period tracker to ensure timely scheduling and MDS completion
- Serve as team subject matter expert for SCO onboarding processes and procedures
- Identify and present current metrics to management during weekly SCO meeting
- Maintain effective and direct communication with CPU managerial team and onboarding management regarding any issues or negative trends
- Displayed consistent achievement rate of more than 95% MDS completion within first 30 days of date of enrollment for past eight months
Senior Care Ambassador
Boston Medical Center HealthNet Plan
07.2016 - 12.2019
- Work with care management, enrollment and sales department to resolve member issues, improve operations while providing exceptional customer service
- Assist with gathering disenrollment information from current members to identify trends, member dissatisfaction and areas for improvement to help with member retention
- Responsible for responding to over 50 customer calls and resolving inquiries by utilizing appropriate resources, materials, and training to effectively address member concerns
- Complete training and certifications from Center for Medicare and Medicaid services to assist consumers in determining their eligibility
Customer Care Advisor
Boston Medical Center HealthNet Plan
08.2016 - 11.2016
- Responded to high volume of incoming calls from members and providers for assistance in claim adjustment request, appeals, corrected claims and claim projects
- Maintained up-to-date knowledge of plan contracts to successfully interpret information related to BMCHP benefits and contracts, HIPPA regulations, Massachusetts and New Hampshire Medicaid regulations
- Exceeded performance goals established for productivity, call quality, customer satisfaction and attendance
Member Service Representative
Boston Medical Center HealthNet Plan
06.2014 - 07.2016
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Recommended specific products and services in alignment with individual needs, requirements, and specifications.
- Trained and directed new employees in call script use, conflict resolution and data entry practices and to ensure outstanding customer service was always provided.
Education
Master of Public Health - Health Equity
Simmons University
Boston, MA08-2024
Bachelor of Science - Business Administration And Management
Delaware State University
Dover, DE12.2013
Skills
- Leadership
- Customer service professional
- Superior verbal and written communication skills
- Decision making and Problem solving
- Proficient with Microsoft Word, Excel and Powerpoint
- Priority Management
- Culturally Competent Care
- Assignment Management
- Lead Development
Certification
- Centers for Medicare and Medicaid sales
- Certificate of GHG Care Medicare Training
Timeline
Patient Family Relations Specialist
Mass General Brigham
07.2023 - Current
Supervisor of Member Engagement
Commonwealth Care Alliance
01.2021 - 07.2023
Onboarding Specialist
Commonwealth Care Alliance Inc.
12.2019 - 01.2021
Customer Care Advisor
Boston Medical Center HealthNet Plan
08.2016 - 11.2016
Senior Care Ambassador
Boston Medical Center HealthNet Plan
07.2016 - 12.2019
Member Service Representative
Boston Medical Center HealthNet Plan
06.2014 - 07.2016
Master of Public Health - Health Equity
Simmons University
Bachelor of Science - Business Administration And Management
Delaware State University
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