Shamika Williams
Pittsburgh,PA
Summary
Experienced customer service representative with over 10 years of experience in telephone email and virtual customer service; highly familiar with customer relationship management systems and software conflict resolution and customer escalations. I'm excited to bring my proven skills and customer enthusiasm to any company.
Resourceful Benefits Investigation Specialist known for high productivity and efficient task completion. Specialize in benefits verification, insurance authorization processes, and regulatory compliance, ensuring accuracy and timeliness in all operations. Excel at communication, problem-solving, and adaptability, utilizing these soft skills to navigate complex healthcare systems and deliver optimal results for both providers and patients.
Overview
4
4
years of professional experience
Work History
Benefits Investigation Specialist
Beacon Hill Staffing Group LLC.
Pittsburgh, PA
11.2024 - Current
- Conduct outbound calls to confirm patient insurance coverage and pinpoint available. Medical and pharmacy benefit.
- Relay case specifics to pertinent internal or external parties following benefit verification
- Detect any coverage, limitations and potential avenues for expedited therapy access
- Effectively meet production and time completion goals
- Accurately document payer prior authorization and appeal protocols
- Maintain repository of pair or brand specific coverage information
- Participate in training and process improvement initiatives
Senior Representative
River's Casino
Pittsburgh, PA
08.2023 - Current
- Proficiency with computer systems and tools
- Ability to learn and retain knowledge of procedures and regulatory requirement
- Strong, numerical aptitude
- Ability to manage point of sales systems
- Ability to handle cash
- Ability to conduct financial transactions accurately and swiftly
- Collaborated with cross-functional teams to develop innovative solutions to common problems.
- Ability to handle large cash deposits weekly
Office Manager /Administrative Executive Assistant
Lances Landscaping and Handyman Services
Pittsburgh, Pennsylvania
07.2020 - Current
- Developed and implemented office policies and procedures.
- Supervised staff members, organized schedules and delegated tasks.
- Coordinated meetings, conferences, travel arrangements and department activities.
- Maintained filing system for records, correspondence and other documents.
- Provided administrative support to management team including preparing reports and presentations.
- Created spreadsheets in Excel to track data such as vacation requests, sick days
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
Patient Support Specialist
ConnectiveRX
Robinson Township, PA
10.2021 - 10.2022
- Adheres to program-approved talking points and/or scripting for all inbound call interactions
- Performs data entry tasks in multiple systems
- Coordinates access to appropriate support services, including reimbursement counseling, Patient Access and Copay Assistance programs, and general support
- Answers appropriate technical questions and/or triage calls to assigned concierge or case manager
- Maintained an average of 100% CSAT (Customer Satisfaction) goal each quarter for the department and maintained 99% Customer Satisfaction Survey Ratings
Education
High School Diploma -
Clairton Education Center
Clairton, PA06.1999
Bachelor of Science - Human Resources Management, Healthcare Management
Colorado Technical University
Colorado Springs, COSkills
- Creative problem solver
- Strong client relations
- Local/state health laws knowledge
- Training development aptitude
- Medical terminology knowledge
- CSR Call Center
- Troubleshooting
- Customer Support
- De-escalation/Resolution
- Conflict Resolution
- Billing Support
- Loyalty & Retention
- Upselling
- Negotiation
- Technical Support
- Customer Satisfaction
- Virtual Sales Management Experience
Timeline
Benefits Investigation Specialist
Beacon Hill Staffing Group LLC.
11.2024 - Current
Senior Representative
River's Casino
08.2023 - Current
Patient Support Specialist
ConnectiveRX
10.2021 - 10.2022
Office Manager /Administrative Executive Assistant
Lances Landscaping and Handyman Services
07.2020 - Current
High School Diploma -
Clairton Education Center
Bachelor of Science - Human Resources Management, Healthcare Management
Colorado Technical University