Shannon Baker

Results-driven healthcare operations leader with extensive experience managing clinic operations, improving patient outcomes, leading high-performing teams, and driving operational excellence in fast-paced healthcare environments. Proven success in staffing strategy, compliance, HEDIS and quality gap closure, provider collaboration, employee development, and culture transformation. Recognized for improving engagement, optimizing workflows, and mentoring emerging leaders across multiple centers.

Center Administrator - CenterWell - Anderson, SC

(2022-09)

Lead operational strategy, staffing optimization, and workflow improvements supporting high-quality patient care and organizational goals.

• Direct daily operations and performance management for teams of 12+ employees across clinical and administrative functions.
• Partner with providers and clinical leadership to improve patient outcomes and close HEDIS and quality care gaps.
• Mentor and train new and existing Center Administrators across multiple locations, strengthening leadership development and operational consistency.
• Drive patient engagement initiatives resulting in improved patient satisfaction and positive health outcomes.
• Ensure compliance with HIPAA, company policies, and data protection standards.
• Collaborate on operational improvement initiatives to increase referral accuracy and improve patient care coordination.
• Manage payroll, attendance records, scheduling, reporting, and administrative operations.

Referral Coordinator - Humana - Seneca, SC

(2019-08 - 2022-09)

• Managed outgoing referrals for multiple medical offices while ensuring timely coordination of patient care.
• Supported closure of HEDIS quality gaps and monitored operational reporting metrics.
• Served as lead referral trainer for new hires and cross-functional team members.
• Provided operational coverage for Center Administrators and multiple clinic locations as needed.
• Assisted with implementation of new operational projects and workflow improvements.

Healthcare Representative - Change Healthcare - Seneca, SC

(2018-09 - 2019-08)

• Conducted patient screenings for disability resources and Medicaid eligibility.
• Maintained accurate patient documentation and coordinated healthcare resource support.

Nursing Assistant / Behavioral Health Technician - AnMed Health - Anderson, SC

(2017-08 - 2018-09)

• Provided compassionate patient care in medical-surgical, psychiatric, dementia, Alzheimer's, and traumatic brain injury units.
• Recognized for excellent teamwork, patient relations, chart accuracy, and empathetic care.
• Maintained compliance with HIPAA standards and safety protocols.

Office Manager / Customer Service Manager - Edgewater Development - Westminster, SC

(2000-06 - 2017-08)

• Managed daily office operations including payroll, scheduling, customer service, and business administration.
• Implemented systems and workflow improvements that enhanced productivity and customer satisfaction.
• Coordinated reporting, records management, employee training, and operational support.

Bachelor's Degree - Psychology with Emphasis in Social Work - Southern New Hampshire University