Open to opportunities

Shanda Downes

@shandadownes

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Medical front-end operations specialist improving patient experience and workflow efficiency.

United States

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What I'm looking for

I seek a patient-focused role aligning technical support and operations to improve workflows, with growth opportunities and collaborative, process-driven culture.

I am a results-driven medical front-end operations professional with a strong background in patient support, technical troubleshooting, and workflow optimization.

I have successfully optimized patient registration processes, reducing intake times by 25%, and improved front desk efficiency by recommending replacement of obsolete hardware and software.

My experience spans Epic system administration, electronic insurance verification, ticketing systems (ServiceNow, Spiceworks, Remedy), desktop refreshes, software deployment, and user training across clinical environments.

I collaborate cross-functionally to align technology with patient care, maintain compliance with HIPAA, and deliver consistently excellent customer service while supporting continuous process improvements.

Experience

Work history, roles, and key accomplishments

Current

Faculty Group Practice Secretary I

Current

NYU Langone Health

Nov 2024 - Present (1 year 2 months)

Performed front-end radiology intake and scheduling, reduced patient intake times by 25%, optimized provider schedules and improved front-desk workflow by recommending hardware/software refreshes and kiosk improvements.

Patient Registration Epic Scheduling Customer Service Ticketing Systems Workflow Optimization HIPAA

Shift Assistant, Operations

Amazon Fulfillment Center

Jun 2019 - Feb 2023 (3 years 8 months)

Managed department operations including labor allocation, SOP compliance, ticket resolution, and daily metrics reporting; trained associates and supported safety and performance initiatives.

Operations Management Labor Planning Ticketing Training Metrics Process Improvement

Client Services Representative

Broadleaf Services

Jun 2018 - Dec 2018 (6 months)

Provided high-volume call center support (150–400 calls/day), handled account maintenance and escalations, processed transactions, and created and managed ServiceNow tickets to resolution.

Call Center Support ServiceNow Escalation Management Password Resets Microsoft Office Troubleshooting

Project Coordinator

Dr. Robert Griggs LLC

Jan 2014 - Sep 2017 (3 years 8 months)

Managed IT projects across affiliate offices including Windows 7->10 and Office 365 migrations, desktop refreshes, and multi-function printer deployments while overseeing scope, budgets, vendors, and executive reporting.

Project Coordination Office 365 Desktop Refresh Vendor Management Budget Management Change Management

Education

Degrees, certifications, and relevant coursework

Merit America

Professional Certificate, Information Technology

2022 - 2022

Activities and societies: Completed hands-on labs covering Microsoft 365, Windows 10, Spiceworks, ServiceNow, Linux, PowerShell, Azure VMware, and fundamental cloud concepts.

Completed the Google IT Support Professional Certificate program with hands-on coursework in troubleshooting, customer support, networking, operating systems, systems administration, and security.