Shana Burhannan
Middletown,PA
Summary
Analytical problem-solver with excellent communication skills. Effective at interviewing claimants, compiling records and documenting findings. Well-versed in insurance policies, practices and standards.
Overview
13
13
years of professional experience
Work History
Patient Care Coordinator / overnight
UnitedHealth Group
02.2022 - Current
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
Customer Service Representative
United Concordia Dental
07.2018 - 01.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
Prior Authorization Specialist
Aetna, a CVS Health Company
01.2017 - 05.2018
- Collaborated with physicians to obtain necessary clinical information for prior authorization submissions.
- Maintained thorough knowledge of insurance plan requirements, facilitating accurate and timely completion of authorization forms.
- Verified eligibility and compliance with authorization requirements for service providers.
- Reduced turnaround time for prior authorization requests by utilizing electronic submission methods.
- Input all patient data regarding claims and prior authorizations into system accurately.
Customer Service Representative
Pennsylvania Higher Education Assistance Agency (PHEAA)
05.2011 - 07.2013
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Education
Certificate - Medical Assisting
Kaplan Career Institue
Harrisburg, PA09-2010
High school diploma -
Central Dauphin East High School
Harrisburg, PA06.2009
Skills
- Leadership Supervising (5 years)
- Customer service (10 years)
- Call center (10 years)
- Analysis skills
- Claims processing (10 years)
- Patient care
- Multi-line phone systems
Timeline
Patient Care Coordinator / overnight
UnitedHealth Group
02.2022 - Current
Customer Service Representative
United Concordia Dental
07.2018 - 01.2021
Prior Authorization Specialist
Aetna, a CVS Health Company
01.2017 - 05.2018
Customer Service Representative
Pennsylvania Higher Education Assistance Agency (PHEAA)
05.2011 - 07.2013
Certificate - Medical Assisting
Kaplan Career Institue
High school diploma -
Central Dauphin East High School
Similar Profiles
Chiniya RobertsChiniya Roberts
Administrative Coordinator at UnitedHealth Care, UnitedHealth GroupAdministrative Coordinator at UnitedHealth Care, UnitedHealth Group
Cara BotkinsCara Botkins
Customer Support Specialist at UnitedHealth Care, UnitedHealth GroupCustomer Support Specialist at UnitedHealth Care, UnitedHealth Group
Fawn DillonFawn Dillon
Clinical Transformation Manager at UnitedHealth Group- UnitedHealth Care DivisionClinical Transformation Manager at UnitedHealth Group- UnitedHealth Care Division
Amanda BurbankAmanda Burbank
Senior Provider Relations Advocate, Account Manage at UnitedHealth Care, UnitedHealth GroupSenior Provider Relations Advocate, Account Manage at UnitedHealth Care, UnitedHealth Group
Emily Rae GillEmily Rae Gill
Certified Medical Assistant at WellSpan HealthCertified Medical Assistant at WellSpan Health