Shannon Hodges
Hoover,AL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service and Customer Care industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Customer Experience Team Member
Shipt HQ
11.2021 - 09.2023
- Contributed to a positive work environment through effective communication and teamwork with colleagues.
- Educated customers on subscription features and benefits, increasing overall product knowledge and satisfaction.
- Maintained detailed records of customer interactions, ensuring accurate documentation and followup.
- Successfully upsold services when appropriate, adding value for the customer while driving revenue growth for the company.
- Worked with multiple programs and systems to successfully assist the members, shoppers, and retailers, with a major focus on protecting and ensuring their privacy and personal information was protected with the company.
Customer Care Representative
Humana
01.2020 - 11.2020
- Helped large volume of members every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to member needs through competent customer service and prompt problem-solving.
- Assisted call-in members with specific questions about their benefits and insurance coverage.
- Helped members who were in need of additional resources and assistance with their coverage, or certain products and services covered by their individual plan.
- Navigated multiple computer systems and applications to find information, including assisting members with finding certain drugs and medications that were covered by their plan, and also setting up at home prescription delivery.
Dental Receptionist
Clairmont Family Dentistry
01.2019 - 01.2020
- Scheduled, rescheduled, and cancelled appointments for dental patients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Provided excellent customer service by promptly addressing patient inquiries via phone, email, or in-person interactions.
- Provided excellent customer service to create positive experiences and build patient trust.
- Communicated with insurance companies to dispute unpaid claims and verify patient coverages.
- Maintained a clean and welcoming reception area for patients, contributing to a positive dental visit experience.
- Handled sensitive situations professionally such as discussing treatment costs or past-due account balances with patients to ensure a satisfactory resolution.
- Improved billing accuracy by diligently verifying insurance coverage and updating patient financial records accordingly.
- Enhanced patient satisfaction by efficiently managing appointment scheduling and confirmations.
- Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
Patient Service Representative
Tenet Brookwood Baptist Medical
06.2017 - 02.2019
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Managed patient registration process, confirming data accuracy and completeness.
- Used CMS to schedule appointments, and also did a small amount of coding with ICD-10.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Handled patient referrals, notes/documentation on the visit, and also called in prescriptions for patients for the attending physician.
Education
Jefferson State Community College
Birmingham, ALNursing
Troy University
Troy, ALGED -
Hoover High School
Hoover, ALSkills
- Complaint Handling
- Client Advocacy
- CRM Software
- Request management
- Customer Service
- Understanding Customer Needs
- Calm Under Pressure
- Data Entry
- Microsoft Office
- De-Escalation Techniques
- Complaint resolution
- Customer Data Confidentiality
- Data Management
- Customer Account Management
- Customer Retention Strategies
- Multi-Line Phone Systems
Additional Information
* Other job positions held, or references are available upon request *
Timeline
Customer Experience Team Member
Shipt HQ
11.2021 - 09.2023
Customer Care Representative
Humana
01.2020 - 11.2020
Dental Receptionist
Clairmont Family Dentistry
01.2019 - 01.2020
Patient Service Representative
Tenet Brookwood Baptist Medical
06.2017 - 02.2019
Jefferson State Community College
Nursing
Troy University
GED -
Hoover High School
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