Shakiria Wilson
1917 Gibbs Drive Apt A Montgomery
Summary
Results-driven Customer Service & Patient Access Specialist with over 4 years of experience in expense management, billing support, and healthcare customer service. Proven ability to handle high-volume calls, process payments, refunds, and account adjustments, and resolve complex billing inquiries with accuracy and compliance. Skilled in insurance verification, patient access, data entry, and CRM/EMR systems, with strong expertise in de-escalation and customer retention. Recognized for delivering exceptional service, maintaining detailed financial records, and supporting company growth through efficiency and client satisfaction.
Overview
7
7
years of professional experience
Work History
Unarmed Security Officer
Security Engineers, Inc.
Montgomery, AL
04.2025 - Current
- Ensured safety, compliance, and order in assigned areas while maintaining accurate incident documentation.
- Delivered professional customer interaction while assisting employees, visitors, and clients.
Behavioral Aide
SafetyNet Behavioral Healthcare
Montgomery, AL
11.2024 - 04.2025
- Provided direct support to individuals with behavioral challenges while maintaining accurate case records.
- Developed strong communication and problem-solving skills when handling sensitive client concerns.
Patient Access Specialist
BroadPath Healthcare Solutions
Remote
12.2022 - 11.2024
- Assisted patients with account access, billing inquiries, insurance verification, and payment processing.
- Handled high-volume inbound/outbound calls and emails related to healthcare and expense management.
- Processed orders, refunds, and payment adjustments in compliance with HIPAA and company policies.
- Entered and updated patient and customer data into CRM/EMR systems with accuracy.
- Resolved escalated issues through empathetic communication and de-escalation strategies, ensuring high satisfaction and retention.
- Consistently exceeded KPIs in call resolution, accuracy, and patient experience.
Customer Care Coordinator
Afni Customer Services
Remote
09.2020 - 11.2022
- Coordinated customer care by assisting with payments, payment arrangements, and expense-related inquiries.
- Applied probing questions to identify customer needs and provide effective solutions.
- Managed accounts and ensured accurate documentation of customer interactions.
- Contributed to high performance metrics by meeting call handling, resolution, and satisfaction goals.
Correctional Officer
Alabama Department of Corrections
Elmore, AL
09.2019 - 02.2020
- Maintained order and security while ensuring compliance with facility rules.
- Documented incidents and supervised movement within the facility.
- Applied conflict resolution skills to manage challenging situations.
Education
High School Diploma -
Stanhope Elmore High School
Millbrook, AL05-2017
Skills
- Microsoft Office Suite (Word, Excel, Outlook)
- CRM & Call Center Software (Zendesk, Salesforce, Avaya)
- EMR/EHR Systems & Patient Access Platforms
- Data Entry & Documentation Systems
- Payment Processing Platforms
- Maintaining order
- Property patrol
- Incident reporting
- Report writing
Core Competencies
- Patient Access & Healthcare Support
- Expense Management & Payment Processing
- Billing, Insurance Verification & Refunds
- Call Center Operations (Inbound/Outbound)
- Order Processing & Account Maintenance
- Customer Retention & Relationship Building
- De-escalation & Conflict Resolution
- Data Entry & Documentation Accuracy
- Time Management & Multitasking
Timeline
Unarmed Security Officer
Security Engineers, Inc.
04.2025 - Current
Behavioral Aide
SafetyNet Behavioral Healthcare
11.2024 - 04.2025
Patient Access Specialist
BroadPath Healthcare Solutions
12.2022 - 11.2024
Customer Care Coordinator
Afni Customer Services
09.2020 - 11.2022
Correctional Officer
Alabama Department of Corrections
09.2019 - 02.2020
High School Diploma -
Stanhope Elmore High School