Pamela Shamburger
Raleigh,USA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
24
24
years of professional experience
Work History
Health Concierge
Aetna
03.2025 - 03.2026
- Coordinated care plans for members, ensuring access to essential health services.
- Assisted members in navigating healthcare systems and resources effectively.
- Managed member inquiries, providing timely and accurate responses to enhance satisfaction.
- Collaborated with healthcare providers to streamline communication and improve patient outcomes.
- Implemented strategies to educate members about insurance benefits and wellness programs.
- Analyzed member feedback to identify improvement areas in service offerings and operations.
- Resolved conflicts and addressed concerns promptly, fostering a positive environment for patients and staff alike.
- Collaborated with healthcare providers to ensure timely delivery of services, enhancing patient outcomes.
- Educated patients on available resources and programs, empowering them to make informed decisions about their health.
- Assisted patients in navigating complex insurance processes, alleviating stress and promoting financial wellbeing.
- Participated in ongoing professional development opportunities to stay current on industry best practices and enhance the quality of care provided.
- Provided information such as copay and premium details, pre-approval procedures and available products.
- Provided excellent customer service to patients and medical staff.
Customer Service Representative
Transcom
04.2022 - 11.2024
- Receive high volume inbound calls
- Troubleshoot iOS and macOS devices and resolve issues in a timely manner
- Troubleshoot billing issues with subscriptions and in-app purchases
- Troubleshoot Apple Cash/Apple Card issues
- Support customer to enhance overall customer experience with services
Customer Service Representative
CustomerHD
Raleigh, NC
11.2020 - 04.2022
- Manage high volume inbound calls
- Verify patients according to HIPPA policy to provide test results
- Troubleshoot and resolve issues that patients are having with the Patient Portal
Customer Service Representative
Starz
Remote
08.2020 - 12.2020
- Assess customer needs
- Account management
- Answer inquiries about the STARZ App
- Technical troubleshooting
Customer Service Representative
Conduent
Raleigh, NC
04.2019 - 07.2020
- Assist customers with ma Cos and iOS devices
- Technical troubleshooting
- Account management
Director
There's No Place Like Home
04.2013 - 11.2018
- Managed home health supervisor and CNA/PA'S, work closely with Agency RN on daily schedule, responsible for the day to day operation of the Agency. Update policy and procedures as needed.
Billing Support technician
Community Health Care
12.2005 - 12.2012
- Answer multi phone line, type, file, schedule employee and client monthly schedule and revise schedules as needed, bill and code to Medicaid for services rendered
Front desk clerk
Hampton Inn
01.2002 - 11.2005
- Answer multi phone line, greet guest, make reservations, check guest in/out, type, file
Education
High school or equivalent -
Central Carolina Community College
Skills
- Certified nursing assistant (10 years)
- Billing
- Scheduling
- Call Center
- Clerical Experience
- Multi-line Phone Systems
- Office Management
- Troubleshooting
- Data entry proficiency
- Customer support
- Patient confidentiality
Timeline
Health Concierge
Aetna
03.2025 - 03.2026
Customer Service Representative
Transcom
04.2022 - 11.2024
Customer Service Representative
CustomerHD
11.2020 - 04.2022
Customer Service Representative
Starz
08.2020 - 12.2020
Customer Service Representative
Conduent
04.2019 - 07.2020
Director
There's No Place Like Home
04.2013 - 11.2018
Billing Support technician
Community Health Care
12.2005 - 12.2012
Front desk clerk
Hampton Inn
01.2002 - 11.2005
High school or equivalent -
Central Carolina Community College