Shannon Griffin
Plantation
Summary
Dedicated Mental Healthcare Advocate with experience in crisis management and therapeutic communication. Expertise in patient advocacy promotes trust and fosters wellness and independence. Previous roles enhanced patient coping skills and overall mental wellbeing. Currently pursuing childhood education and accreditation.
Overview
13
13
years of professional experience
Work History
ENGAGEMENT SPECIALIST
Optum Health (previously AbleTo) Remote
Eden Prairie
03.2020 - Current
- Scheduled therapy appointments and optimized provider calendars to improve patient access and reduce no-shows with measurable results.
- Reviewed inbound caller statements and resolved eligibility and billing questions, enhancing first-call resolution rates.
- Processed co-payments and cost shares accurately while reconciling payments to reduce billing discrepancies.
- Managed accounts across multiple health plans, ensuring correct plan assignment and timely claims submission.
- Verified active healthcare benefits for patients to prevent service denials and support treatment continuity.
- Maintained state licensing records for healthcare providers to ensure compliance and avoid interruptions in care delivery.
- Educated customers on insurance rights and regulations, facilitating informed consent and minimizing disputes.
- Explained benefits, eligibility, and laws clearly to members, increasing understanding and satisfaction.
- Assessed customer inquiries and delivered accurate benefit information to expedite service decisions.
- Processed enrollments, changes, and terminations for health benefits to maintain accurate member records.
- Researched and resolved complex customer issues quickly to restore service and retain members.
- Analyzed claim forms and medical documents to ensure data accuracy and reduce claim errors.
- Provided prompt, professional customer service to address inquiries and maintain high satisfaction levels.
- Evaluated claims documentation gaps and implemented verification checkpoints, reducing rework and ensuring accuracy across enrollment records.
- Facilitated client engagement through personalized communication strategies.
CUSTOMER SERVICE SALES REPRESENTATIVE/ACCOUNTS RECEIVABLE
Bosch Automotive Service
Cypress Creek
08.2018 - 08.2020
- Drive results & growth making inbound & outbound calls scheduling & confirming appointments and lead game changing huddles for products & services
- Reviewed inbound caller customer statements
- Processed payments of customer invoices.
- Utilized computer systems for tracking, information gathering and and or troubleshooting.
- Upsold additional products or services to meet sales goals.
- Participated in ongoing training programs related to job duties or responsibilities.
ALORICA ADMINISTRATION AGENT
Alorica
Fort Lauderdale
01.2015 - 08.2017
CUSTOMER SERVICE DISPATCH TRAINEE/ACCOUNTS RECEIVABLE
Toyota/Lexus
Sawgrass
01.2013 - 01.2017
- Trained employees on dispatch processes for roadside assistance, enhancing service readiness.
- Scheduled and confirmed customer's monthly payments
- Documented and submitted bill payments to credit bureaus.
- Resolved billing work orders by verifying account details and ensuring proper closure procedures were followed.
- Created fraud alert and escalation tickets, streamlining data entry workflow.
Education
CRIMINAL JUSTICE -
Keiser University
Ft LauderdaleACCREDITED PROGRAM FOR CONSTRUCTION SAFETY -
Florida Atlantic University
Fort Lauderdale, FLSkills
- Client engagement strategies
- Client engagement
- Crisis intervention
- Mental Health support
- Clear communication skills
- Accounts payable/receivable management
- Reviewing customer statements
- Resource coordination
- Self motivating
- Trusting
- Kind
- Compassionate
Custom Section Experience
5 years experience, Edge, Word, Excel, OBC, Athenaone
Optum House Calls Advocate 1 year
Ableto Behavior Health specialist 4 years
Custom Section
New Beginnings, Looking forward to venturing off into different careers and endless possibilities! Currently still furthering my education, I look forward to finding a long lasting passionate career in Administration, criminal justice and or Customer engagement!
Early childhood development and Mental Health advocacy .
Timeline
ENGAGEMENT SPECIALIST
Optum Health (previously AbleTo) Remote
03.2020 - Current
CUSTOMER SERVICE SALES REPRESENTATIVE/ACCOUNTS RECEIVABLE
Bosch Automotive Service
08.2018 - 08.2020
ALORICA ADMINISTRATION AGENT
Alorica
01.2015 - 08.2017
CUSTOMER SERVICE DISPATCH TRAINEE/ACCOUNTS RECEIVABLE
Toyota/Lexus
01.2013 - 01.2017
CRIMINAL JUSTICE -
Keiser University
ACCREDITED PROGRAM FOR CONSTRUCTION SAFETY -
Florida Atlantic University