ShaMica Howard

• Answered incoming phone lines
• Followed guidelines dictated in quality program for each call
• Ensured security procedures are met in every interaction
• Utilized DE system to procure needed program details to answer the caller’s questions in accordance with program guidelines
• Ensured correct information is communicated in each interaction
• Provided knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed
• Put my skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved
• Adhered to the client’s SLAs and consistently meet production targets
• Collaborated with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes
• Processed client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow.

• Process of products going out to stores and getting products ready for shipment

• Provided patient care services under moderate, clinical supervision of a Registered Nurse (RN)
• Provided emergency, health, and personal care services to patients; observing, reporting, and documenting, in an electronic record, patient conditions and behaviors; interacting with patients therapeutically, and participating in individualized and unit-based programming
• Maintained direct and ongoing therapeutic interactions with patients to promote living and social skills, thus encouraging progress towards a lesser restrictive environment
• Provided verbal and supportive documentation concerning individual patient behaviors, progress or lack thereof, towards individualized goals of the recovery plan
• Participated in shift reports and recovery team meetings or admission team meetings
• Performed any combination of nursing duties commensurate with competency
• Performs other related duties as assigned.

• Escalated claims issues/concerns to senior team members and/or management
• Maintained claim files and document claim file activities in accordance with established procedures
• Executed edits within charge review to achieve account resolution
• Generated reports to monitor the type of errors and their frequency
• Resolved all correction requests accurately and in a timely approach
• Reviewed and analyzed all information and submit request for payment of claims within company guidelines to supervisor
• Review content in development to ensure functional specifications defined are executed
• Assisted and prepared files for lawsuit, trial, or subrogation
• Carried out duties in compliance with all state and federal regulations and guidelines.

• Completed intake for Reg E and Reg Z dispute and fraud cases for all card products
• Reviewed account activities, taking appropriate measures to minimize risk and loss to the bank, while complying with Visa, MasterCard, and federal regulations
• Provided excellent customer service to both internal and external customers while meeting regulatory, production and quality standards
• Performed security-related functions for consumer debit and prepaid, consumer credit, , Revolving
• Line of Credit (RLOC), and commercial cards, including: restricting accounts, gathering support documentation, and closing/reissuing accounts
• Created and review fraudulent cases and resolve problems or troubleshoot issues related to card transactions and/or online websites utilizing multiple systems

• Reviewed and analyzed unemployment insurance claims and program documents for proper payment and conformance to state and federal regulations
• Provided technical advice and assistance to claimants and employers
• Processed special program claims, including Disaster Unemployment Assistance (DUA), Trade
• Readjustment Act (TRA), Labor Dispute or other unemployment insurance related programs as needed
• Researched claim information, ensures accurate information is provided, and replies to correspondence regarding claim determinations and special program claim problems or issues
• Prepared reports on production, unemployment insurance programs, and related activities.

• Answered incoming call center questions about health insurance, insurance policies and insurance coverage issues, as well as consumer complaints and general inquiries
• Demonstrated accuracy in processing client policy modifications based on the data given
• Kept track of all customer inquiries and follow up to verify that all questions are answered regarding customer policies
• Verified new customers coverage and present policyholders with proof of insurance paperwork

• Communicated regularly with insurance agents, policyholders, beneficiaries, and more to prepare claim forms and other related documentation
• Reviewed and verified personal information including names, addresses, ages, assets, and other data when reviewing claim submissions
• Adhered to company policies and local, state, and federal guidelines when facilitating insurance processing
• Evaluated insurance policy coverage and calculate respective claim amounts to issue premiums, adjustments, refunds, and more

• Research, track, maintain and update leads
• Direct email marketing to key clients and prospects
• Research and maintain lead generation database
• Conduct customer research
• Conduct client or market surveys to obtain information about potential leads
• Guardianship

• Assisted with daily chores
• Prepared daily activities, housekeeping, and shopping
• Documented daily activity and mentored through difficult times
• Served as court ordered guardian
• Case Management and medical recoards of all appoinments and Financial assistance.

• Answered phone calls and complete initial intake and assessment
• Provided crisis call screening and follow-up to all incoming communication channels, working closely with the ministry pastoral team
• Prayed with callers without counseling, advising or rebuking
• For liability reasons, this role did NOT provide pastoral counsel at all
• Provided caller resources and scripture to assist them in their situation
• Demonstrated an understanding of scripture by including appropriate verses in responses; demonstrated the different tone that accompanies the Air1 voice vs
• K-LOVE.

• Received request for prior authorizations through the electronic health record (EHR) and/or via phone or fax and ensure that they are properly and closely monitored
• Processed referrals and submit medical records to insurance carriers to expedite prior authorization processes
• Assisted with medical necessity documentation to expedite approvals and ensure that appropriate follow-up is performed
• Reviewed accuracy and completeness of information requested and ensure that all supporting documents are present
• Reviewed denials and follow up with provider to obtain medically necessary information to submit an appeal of the denial.

Case Management

BSS assessment training

C.A.G.E intake Training