1. Shannon Coates, CHAM
2198 NW 64 Avenue
Margate, FL 33063
(954) 461-8665
scoates@miami.edu
PROFESSIONAL SUMMARY
 Twenty-five years of healthcare management experience in outpatient hospital setting
 Excellent interpersonal, leadership, business, and communication skills
 Skilled team leader, mentor and project manager
 Proficient in the use of all Microsoft Office applications, EPIC and Siemens systems
WORK EXPERIENCE
University of Miami – Sylvester Comprehensive Cancer Center 12/2013 - present
Director, Patient Access
Responsible for oversight of eight satellite centers within the UHealth network which comprise of 4 SCCC POS 22 facilities
and 4 POS 11 physician practices. Oversee a staff of 86 employees consisting of insurance verifiers, patient access
representatives, call center scheduling agents, and patient access supervisors and managers.
 Increased collections by 40% from FY14 to FY 15 to $2.3M for all areas
 Increased collections by 16% from FY15 to FY16 to $2.8M for all areas
 Maintained Press Ganey scores in 85th percentile or higher through all locations for patient access areas
 Maintained a 99.5% registration accuracy rating for all team members across all locations
 Maintained a 90% copay collection rate across all locations
 Responsible for monitoring payroll to stay within operating budgets for all 8 locations
 Responsible for accurate scheduling and authorization for treatments for 60 chemotherapy chairs, 15 fast track
chairs and 2 linear accelerators
 Ensure 130 physicians schedules are maintained and accurate according to template specifications
 Research billing denial issues to obtain payment for service and developed better authorization processes
 Manage an on-site call center to accurately schedule all new oncology patients into our system in Broward
County and to maximize efficiency of physicians schedules with an abandonment rate of 5% or less and service
level of 85%
 Mentor team members to encourage promotion from within to better positions within the organization.
 Maintain active involvement in local area chambers of commerce to further advance our presence in the
community.
University of Miami – Sylvester Comprehensive Cancer Center 6/2010 – 12/2013
Manager, Patient Access
Responsible for oversight of six satellite centers within the UHealth network. Oversee a staff of 50 employees consisting
of insurance verifiers, registrars and patient access supervisors.
 Increased collections by 20% through all locations
 Maintained Press Ganey scores in 85th percentile or higher through all locations
 Decreased bypass warnings for all team members – resulting in clean claims and faster reimbursements from
insurance carriers.
 Responsible for payroll and annual evaluations for 42 team members.
 Ensure 90 physicians’ schedules are maintained and accurate.
 Research billing issues to obtain payment for services.
 Mentor team members to encourage promotion from within to better positions within the organization.
 Ensure that all oncology patients are scheduled accordingly with specific regimens for chemotherapy
and radiation therapy treatments.
Aptium Oncology, Inc. Lynn Cancer Institute, Boca Raton, FL 1/2000 – 4/2010
Manager, Patient Support Services
Responsible for leading a team of professionals by providing support services to maintain all front end operations within
the cancer center. Responsible for a $800K operating budget and managing the coverage, training and competencies of

2. Shannon Coates, CHAM Page 2
fifteen staff members consisting of registrars, financial counselor, schedulers, medical secretaries and an executive
assistant.
 Improved front end registration accuracy rate to 98%, maintaining accuracy rating over the last six years.
 Assisted patient accounting department with resolution of difficult accounts or aided with the appeals process on
certain accounts.
 Responsible for payroll and annual evaluations for fifteen staff members.
 Cross trained all staff members to have coverage for all areas within the Cancer Center.
 Integral part of new Advanced Beneficiary Notice at the Center.
 Increased service levels and overall quality of support from secretarial team to our physicians and nursing staff.
 Responsible for JCAHO Ethics and Rights and Responsibilities for entire Center.
 Responsible for budgeting yearly for departments and justification for overtime or additional FTE’s.
 Heavily involved with research billing process – creation of research accounts to ensure proper billing of all accounts.
 Implemented policies and procedures for front end processes.
 Developed and responsible for employee recognition program at our Center.
 Member of various committees within our Center (Denial Management, Forms, ETOP, and JCAHO).
 Handle all aspects of physician billing including verification of coding, and accurate research billing for
five medical oncologists and four radiation oncologists.
Aptium Oncology, Mount Sinai Cancer Center, Miami Beach, FL 6/1995 – 1/2000
Administrative Coordinator
Successfully led a team of eight employees at the Radiation Oncology department at the Cancer Center.
 Supervised three clerical staff members in department.
 Handled payroll and evaluations for three staff members.
 Increased service levels and overall quality of support to physicians and entire management team in department.
 Improved scheduling process of new patients to the department.
 Oversaw department billing of technical charges (UB-92).
COMMUNITY SERVICE
2003 – 2014
Sunday School Teacher for Middle and High school youth
Cokesbury United Methodist Church
2016
Leadership Boca Raton – Boca Raton Chamber of Commerce
CERTIFICATION
August 2016 CHAM certification - NAHAM