Shakereya Wallace
Tampa,FL
Summary
Results-driven customer service and healthcare operations professional with experience in collections, claims resolutions, workers compensation and patient support. Proven ability to manage high call volumes, resolve complex issues, and deliver exceptional service in fact-paced environments. Skilled in communication, problem-solving and navigating insurance systems to improve customer satisfaction and operational efficiency.
Overview
12
12
years of professional experience
Work History
Collections Agent II
J.P Morgan Chase
Tampa, FL
03.2024 - Current
- Manage high-Volume inbound and outbound calls regarding delinquent accounts.
- Build Rapport with customers to understand financial situations and help provide tailored solutions.
- Negotiate payment arrangements and settlements to resolve outstanding balances.
Front Desk Assistant
Gracepoint Wellness
Tampa, FL
10.2022 - 01.2024
- Provided front-line customer service by greeting patients and visitors, and effectively managing incoming calls and emails to ensure accurate information delivery and appropriate staff referrals.
- Assisted with appointment management, including scheduling, rescheduling, and cancellations, while verifying patient information and insurance details.
- Handled financial transactions by collecting co-pays and processing payments, and ensured the accuracy of electronic health records (EHR).
Care Coordinator (Workers Comp)
Priority Care Solutions
Tampa, FL
01.2019 - 02.2020
- Coordinated medical care and services for injured workers to support timely recovery and return to work outcomes.
- Communicated with patients, providers, employers and insurance adjusters to ensure continuity of care.
- Scheduled appointments, diagnostic services, and follow up treatments base on case needs.
- Reviewed medical reports and treatment plans to ensure appropriateness and alignment with claim requirements.
Customer Service Representative
General Dynamics
Tampa,Fl
04.2014 - 03.2017
- Handled high-volume inbound calls assisting Medicare members with benefits, eligibility, claims and coverage questions .
- Guided members through Medicare Advantage (Part C) plan enrollments, including explaining plan options, eligibility, and completing applications.
- Assisted with enrollments, plan changes , billing inquires, and general account support .
- Ensured all enrollment activities were completed in compliance with CMS regulations and company policies .
Education
Diploma - General Education
Hillsborough High School
05-2013
Skills
- Customer Service
- EHR
- Claims Resolution
- Team Collaboration
- Skills: Communication Skills
Timeline
Collections Agent II
J.P Morgan Chase
03.2024 - Current
Front Desk Assistant
Gracepoint Wellness
10.2022 - 01.2024
Care Coordinator (Workers Comp)
Priority Care Solutions
01.2019 - 02.2020
Customer Service Representative
General Dynamics
04.2014 - 03.2017
Diploma - General Education
Hillsborough High School