Shandi Payne
Georgetown,IN
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts, and enhancing profit channels. Strong leader with proficiency in growing professional networks, influencing decision-makers, and devising successful strategies. Collaborative and strategic team leader with a robust background in customer relationship management.
Overview
9
9
years of professional experience
Work History
Account Manager of Client Services
Optum Specialty Pharmacy
08.2023 - 05.2024
- Hosted DE&I activities
- Monthly and quarterly KPI reports
- Reported TATs to executive leadership
- Tracked team's work to ensure performance guarantees were met
- Reported performance guarantees to clients monthly
- Ad hoc reporting
- Attended Manager Development Conference
- Audited cases and overrides
- Provided one-on-one feedback to team members
- Conducted one-on-one meetings with team members monthly to ensure goals were being met and discuss individual growth opportunities
- Research and resolve executive-level escalations
- Identify trending items while auditing cases and provide feedback to team members
- Attended Leadership Growth Forum
- Assisted with implementing new Standalone Pharmacies
- Collaborated with internal partners, creating a dashboard to automate monthly reports
- Attend quality collaboration calls with clients and internal partners
- Developed and maintained strong working relationships with professionals within assigned territory.
- Contributed to team objectives in a fast-paced environment.
- Built relationships with customers to promote long-term business growth.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Client Service Coordinator
Optum Specialty Pharmacy
07.2019 - 07.2023
- Manage internal and external case requests submitted through SalesForce and ServiceNow
- Research claims rejections and resolve issues promptly
- Verify member benefits and plan intent
- Implement plan changes for various insurance plans
- Place overrides appropriately per plan design/ approval
- Host Team Huddles
- Manage team queue schedule
- Complete bi-monthly audit to identify members that filled through incorrect pharmacies
- Assisted with implementing training agenda and trained new hires
- Handle escalated items from the pharmacy, payer, and internal partners
- Update and train team members on new processes, ensuring efficient implementation
- Serve as a SME, assisting team members with any issues that may arise
- Collaborated with internal partners to identify trends, issues, and challenges
- Interfaced with clients regularly, updating clients on cases/ tasks assigned to our team
- Manage ServiceNow and SalesForce queues to ensure tasks and cases are assigned and resolved
- Created and updated SOPs and WIs
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Consistently met or exceeded goals (Urgent TAT, Standard TAT, Culture Activity Participation, Quality Audit, Drive Client and Member Experiences, and Individual Professional Growth and Performance Plan)
- Conducted peer interviews for prospective team members
- Maintained accurate record-keeping with proactive attention to client information updates.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Patient Care Coordinator, Team Lead
Optum Specialty Pharmacy
03.2017 - 07.2019
- Patient Care Coordinator from April 2017 through October 2018
- Customer Service Team Lead from November 2018 through July 2019
- Consistently exceeded Quality Audit standards
- Received Certificate of Excellence
- Consistently met or exceeded goals for NPS
- Investigated and resolved issues for patients in a timely and effective manner
- Trained various topics for new hire classes as well as current employees
- Coach agents on correct processes and procedures
- Assist Patient Care Coordinators with systems, escalations, and procedures
- Delivered excellent patient experiences and direct care.
- Facilitated communication between patients and various departments and staff.
Customer Service Representative
Optum
11.2015 - 03.2017
- Customer Service Representative for Anthem Medicare Supplement Services from November 2015 through June 2016
- Aided members and providers with all questions for Medicare Supplement Services accounts while documenting accounts
- Met all performance goals each month
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service managers.
- Quality Advocate from July 2016 through April 2017
- Evaluated calls and overrides
- Attended calibration calls with the account client and supervisors
- Completed Trainer on Boarding training Phase One and Phase Two so I could further my career options within the company
- Entered overrides and corrected Prior Authorizations in RxClaims
Education
High School - Academic Honors, dual credit classes, Health Careers program
Floyd Central High School
05.2010
Skills
- Time management
- Prioritization
- Communication
- Staff management
- Trend forecasting
- Account development
- SalesForce
- ServiceNow
- RxClaim
- Navigator
- Microsoft Office
References
A complete list of references is available upon request.
Timeline
Account Manager of Client Services
Optum Specialty Pharmacy
08.2023 - 05.2024
Client Service Coordinator
Optum Specialty Pharmacy
07.2019 - 07.2023
Patient Care Coordinator, Team Lead
Optum Specialty Pharmacy
03.2017 - 07.2019
Customer Service Representative
Optum
11.2015 - 03.2017
High School - Academic Honors, dual credit classes, Health Careers program
Floyd Central High School
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