Shanita Surles
Dunn,NC
Summary
Results-oriented Case Manager with a strong background in case management and documentation. Highly organized and skilled in multitasking, with a proven ability to prioritize and manage multiple tasks. Known for building strong relationships with clients and advocating for their needs. Excellent problem-solving and decision-making skills, with a positive attitude and a commitment to client advocacy. Reliable and energetic jack-of-all-trades with 4+ years of warehouse associate experience. Able to adapt to and complete any task given within my reasonable experience. With me being a hard worker, with laser focus on getting any task I'm given completed in an accurate and timely manner, as I strongly believe in giving my absolute all in any task given
Overview
26
26
years of professional experience
1
1
Certification
Work History
PAINTER
Paint N' Stuff by Nik
Dunn, North Carolina
01.2006 - Current
- Sand and polish
- Maintain safe work environment
- Trim
- Prepared surfaces for painting by filling cracks and holes, sanding, priming or removing old paint as necessary.
- Painted
- Kept workspaces clean throughout the duration of each project by cleaning up spills immediately.
- Produced high quality painting work using a variety of tools, including brushes, rollers and spray guns.
- Inspected surfaces for imperfections and repaired accordingly.
- Removed old paint and wallpaper to aid in surface preparation.
- Performed minor repairs on surfaces prior to painting them such as patching drywall cracks or filling nail holes with plaster putty.
- Provided detailed estimates for labor and materials required for each job.
- Staged cloth or canvas to protect furniture.
Customer Service Representative
Aqua Essentials
Cary, NC
01.2025 - 05.2025
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
CASE MANAGER
Adapthealth
Dunn, North Carolina
06.2023 - 12.2024
- Communicate with internal/external patients and doctor's office
- Take orders and payments
- Answer & follow up emails, vm, message chats, & notes/tasks through Brightree database
- Keep & organize Excel spreadsheets
- Deescalate patient concerns
- Ship orders/place DME orders
- Verify insurance eligibility
- Data entry
- Document accounts, including account scrubs & managing 331+ accounts each month
- Prioritize and manage multiple tasks
- Reviews any and all correspondence for DME qualification, to include updating paperwork & faxing for signatures
- Accurate & consistent note taking
- Digital filing, faxing, email
- Emails and consistent contact with patient or doctor's office until any & all matters are resolved
- Adhere to strict HIPPA laws
PICKER PACKER
Amazon
Raleigh, North Carolina
05.2020 - 06.2022
- Accurately picked, packed and shipped orders in a timely manner.
- Identified and located products within warehouse after reading orders from digital RC scanner
- Pack
- Labeling
- Lifting/walking constantly
- Manage inventory, stowing, capacity of merchandise in each bin
- Consolidate
- Hand-selected and packed orders for shipment according to customer specifications.
- Maintained organized and clean work area.
- Inspected items for defects prior to packing them for shipment.
BENEFITS COORDINATOR
South American Senior Benefits
Lawrenceville, Georgia
08.2017 - 05.2021
- Gather information from clients, assessing their insurance needs and risks
- Advise clients on when and whether claims should be made on policies
- Research insurance companies and negotiate with underwriters to find coverage that best fits the client's current circumstances
- Educate clients as to the terms and extent of their current coverage
- Maintain detailed records and complete administration tasks such as paperwork and other correspondence
- Provided education sessions for employees on the details of their individual coverage options.
- Actively participated in meetings and conferences with corporate members
PICKER PACKER
Doubletree Personnel (temp)
Garner, North Carolina
01.2016 - 10.2017
- Operate stock picker, single and double pallet jack, and
- High-reach equipment to select medical supplies
- Quality inspection
- Inventory
- Maintain a safe and healthy work
- Environment
- Organize, bundle, and process supplies for shipping
- Data Entry Clerk
- Assist with switching company's database over to new program by manually consolidating each item via Microsoft Excel
- Data entry
- Maintain speed, accuracy, and attention to detail
- Shipping Clerk
- Greet clients
- Select plants for shipping according to specific order
- Loading
- Data entry
- Package plants individually into appropriate packaging
- Process for shipping
PAINTER/HANGAR
Executive Personnel (temp)
Smithfield, North Carolina
10.2016 - 08.2017
- Paint satellite dishes of all varieties
- Prep and hang dishes for painter
- Quality Inspection
- Prep racks for dishes
- Heavy lifting
ACCOUNTS RECEIVABLE COORDINATOR
Family Medical Supply
Dunn, North Carolina
05.2013 - 10.2016
- Maintain delinquent accounts by way of open communication with patients via mail, phone, or email
- Dispute claims
- Assist patients with meeting Medicare, Medigap, and Medicare Advantage plan criteria for DME
- Recoupment account inspection
- Awarded the company over $300,000 in claim wins
- Review and respond to Medicare Advantage and Medigap denials for home medical equipment
- Document all claims by processing, follow-up, collecting
- Account inquiry resolution and reconciliation action taken
- Obtain initial authorization and ongoing authorization and claim requirements
- Review third party payor payments, explanation of benefits/payments and other correspondence receive to assure accurate processing has occurred
- Post payment
- Maintain current knowledge of claim processing regulations to determine how to appropriately file claims
- Maintain accounts by accepting payment and adjusting account accordingly
- Enter all authorization information into patient file and maintain patient billing/authorization file updates
- Multiple phone lines, file, fax, copy
- Recoupment account inspection
- Initiate appeals on appropriate denials (won many appeals)
- Create claims
- Communicate with insurance companies to obtain patient eligibility, benefits, copays, policy restrictions; obtain all billing requirements (type of bill i.e., CPT codes)
- Process claims
- Maintain delinquent accounts by way of open communication with patients
CUSTOMER SERVICE REPRESENTATIVE
Xerox
Cary, North Carolina
10.2011 - 04.2013
- Answer phone to assist members with obtaining and maintaining new or existing Medicare Advantage or Medicare Supplement plans
- Answer payment
- Problem solving
- Assist members with medical and pharmacy claims, and refilling medication
- Route calls
- Verify patient eligibility/copays and benefits
- Obtain payor requirements and policy restriction
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
CUSTOMER SERVICE REPRESENTATIVE
San Antonio Shoes
Smithfield, North Carolina
09.2006 - 10.2010
- Greet customers using company pitch
- Promote sales using various pitches to sale accessories to accompany purchases
- Maintain clean and safe environment
- Cashier
- Inventory
- Stock
SHOP TECH/FLOOR ASSOCIATE
Walmart
Dunn, North Carolina
01.2002 - 10.2010
- Greet customers
- Cashier
- Answer/transfer calls
- Problem solving
- Data entry
- Maintain safe and clean environment
- Perform courtesies (i.e., topping off essential vehicle fluids)
- Change wiper blades, vacuum vehicles
- Change oil
- Inventory
- Pull tires for mounting
- Stock
- Quality Inspection of tires
RECEPTIONIST
Dunn Endocrinology Center
Dunn, North Carolina
08.2001 - 12.2002
- Greet patients
- Schedule appointments
- Bookkeeping
- Build clientele via networking
- Answer/route calls
- File, fax, copy
- Appointment reminders
- Company was a starter company & unfortunately did not succeed
HMO REPRESENTATIVE
Good Hope Hospital
Erwin, North Carolina
01.1999 - 08.2001
- Search patient EOB and medical records for CPT codes
- Answer and route multiple phone lines
- File, fax, copy
- Bill delinquent accounts for hospital closing
Education
Associate in Arts (A.A.) - Business Administration
Wake Technical Community College
Raleigh, North Carolina08.2001
Diploma - AP/College Prep Classes
South Johnston High
Four Oaks, North Carolina05.1999
Skills
- Case management
- Case documentation
- Organization and multitasking
- Positive attitude
- Client advocacy
- Problem-solving
- Documentation and reporting
- Records management
- Patient assessment
- Decision-making
- Relationship building
- Conflict resolution
- Email and telephone etiquette
- Team collaboration
- Emotional awareness
- Case management tracking
- Needs assessment
- Patient management
- Multitasking and organization
- HIPAA compliance
- Clear communication
- Verbal and written communication
- Empathy and compassion
- Eligibility assessment
- Organizational skills
- Adaptability and flexibility
Certification
- Single & Double Pallet Jack
- Forklift
Timeline
Customer Service Representative
Aqua Essentials
01.2025 - 05.2025
CASE MANAGER
Adapthealth
06.2023 - 12.2024
PICKER PACKER
Amazon
05.2020 - 06.2022
BENEFITS COORDINATOR
South American Senior Benefits
08.2017 - 05.2021
PAINTER/HANGAR
Executive Personnel (temp)
10.2016 - 08.2017
PICKER PACKER
Doubletree Personnel (temp)
01.2016 - 10.2017
ACCOUNTS RECEIVABLE COORDINATOR
Family Medical Supply
05.2013 - 10.2016
CUSTOMER SERVICE REPRESENTATIVE
Xerox
10.2011 - 04.2013
CUSTOMER SERVICE REPRESENTATIVE
San Antonio Shoes
09.2006 - 10.2010
PAINTER
Paint N' Stuff by Nik
01.2006 - Current
SHOP TECH/FLOOR ASSOCIATE
Walmart
01.2002 - 10.2010
RECEPTIONIST
Dunn Endocrinology Center
08.2001 - 12.2002
HMO REPRESENTATIVE
Good Hope Hospital
01.1999 - 08.2001
Associate in Arts (A.A.) - Business Administration
Wake Technical Community College
Diploma - AP/College Prep Classes
South Johnston High