Shanda Parker
Program Coordinator/Customer Service Manager
Brown Deer,USA
Summary
Seasoned Program Coordinator with broad-ranging expertise in operations management and financial administration. Highly skilled in overseeing budget planning and championing strategic visions. Committed to driving teams toward success and sustaining organizational missions.
Overview
20
20
years of professional experience
Work History
Program Coordinator/Contractor
Illumifin
Greensboro, NC
08.2022 - 07.2023
- Fields incoming calls and day-to-day activities for Silver Brick Road, Provider Pathways, customers and potential customers/participants including, but not limited to:
- Initialize, assist and establish Silver Brick Road personal sites for customers
- Provide navigation and site-use assistance to customers for all web portals
- Provide customers with technical and understandable information to answer questions concerning all web portals products and service
- Provides ongoing, compassionate and proactive customer support to all customers by providing referral services to assist individuals in finding the provider or vendors to meet their care needs
- Utilizes multiple illumifin-specific database platforms to input, access and follow-up on customer, provider information, and other activity
- Maintains the Unified Provider Database to assure accurate and complete information on all LTC providers, services and products
- Manages and completes external requests received from clients regarding provider information which may include; provider profile, licensure, liability and/or W-9
- Executes work activities associated with telephonic facility evaluations, home care research, Silver Brick Road and Provider Pathways within established practices and timeframes
- Maintains quality metrics within established departmental guidelines
- Provided guidance and support to program participants in navigating resources, services, and opportunities.
- Assisted in developing training materials and providing instruction on how to use them effectively.
Claims Specialist
State Farm Mutual Automobile Insurance Company
Richardson, TX
04.2018 - 08.2022
- Analyze and investigate complicated insurance claims to help prevent fraud
- Review and process new claims reports and court verdicts
- Uphold relationships and communication with insurance departments and clients
- Organize and present claim review plans
- Negotiate settlements
- Resolve claims in a timely manner
- Reviewed and analyzed insurance claims to determine validity, completeness, accuracy, and eligibility for payment.
- Processed payments for valid claims according to established procedures.
- Facilitated communication between claimants, providers, attorneys, adjusters, employers, and other parties involved in a claim.
- Resolved disputes between claimants and providers through negotiation.
Business Office Manager
Water Health and Holistic Services
Plano, TX
04.2011 - 03.2018
- Serve as the point person for office manager duties including: Maintenance, Mailing, Supplies, Equipment, Bills, Errands, Shopping
- Organize the office layout and order stationery and equipment
- Maintain the office condition and arrange necessary repairs
- Partner with HR to update and maintain office policies as necessary
- Organize office operations and procedures
- Manage office budget expenses, ensure accurate and timely reporting
- Provide general support to visitors
- Assist virtual offices scan documentation and postal services
- Assist in the onboarding process for new hires
- Address employees' queries regarding office management issues (e.g
- Stationery, Hardware and travel arrangements)
- Liaise CEO and management team, including cleaning, catering and security services
- Plan in-house or off-site activities, like special events, celebrations and conferences
- Conduct interviews
- Scheduled meetings and appointments for executive team members.
Customer Support Specialist/Litigation/Collections
Credit Solutions of America
Dallas, TX
11.2003 - 05.2011
- Settlement, collections, negotiated debts as high as $1,000,000.00 to as low as $1,000.00
- Act as liaison in maintaining quality customer service and a positive company image by resolving customer account inquiries
- Skip-tracing, phone contact, written correspondence, and make arrangements for payment
- Catalog all customer payments to the correct reports
- Comply with all rules and regulations established by the Federal Fair Credit Reporting Act
- Ensure the processing of payments
- Direct all billing and reporting activities in accordance to deadlines
- Control inbound and outbound collections calls and correspondence
- Maintain and update customer files to ensure data integrity
- Prior experience working with collections/accounting software
- Inbound Outbound Calls experience
- Comprehensive knowledge of customer service
- Call Center Customer Service experience
- Proficiency in consumer collections
- Be able to effectively analyze and make decisions on customer accounts
Education
Some College (No Degree) - Business Development
Illinois Central College
Peoria, IL05-1991
High school diploma or GED -
Peoria Central High School
Peoria, IL05.1988
Skills
- Customer service expert
- Strong problem-solver
- Skilled multitasker
- Analytical thinker
- Critical thinker
- Microsoft Office
- Spreadsheets
- PowerPoint
- Word
- Front Office
- Liability
- Medical Billing
- Office Management
- Negotiation
- Customer Service
- Collections
- Office manager experience
- Sales
- Contract negotiation
- Account Management
- Microsoft Outlook
- Insurance Verification
- Payroll
- Medical Office Experience
- ICD-10
- Typing
- Research
- Computer literacy
- Microsoft Excel
- Leadership
- Analysis skills
- Conflict management
- Budgeting
- Data Entry
- Needs analysis
- Facility Management
Locations
- 7705 Highview Dr, Brown Deer, WI, 53223
- Milwaukee, WI, 53223
Timeline
Program Coordinator/Contractor
Illumifin
08.2022 - 07.2023
Claims Specialist
State Farm Mutual Automobile Insurance Company
04.2018 - 08.2022
Business Office Manager
Water Health and Holistic Services
04.2011 - 03.2018
Customer Support Specialist/Litigation/Collections
Credit Solutions of America
11.2003 - 05.2011
Some College (No Degree) - Business Development
Illinois Central College
High school diploma or GED -
Peoria Central High School
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