Shannon L. Skates
Greenwood,USA
Summary
Results-driven Concierge experienced in guest services management and event coordination. Achieved high levels of guest satisfaction through effective communication, problem-solving, and organizational skills. Focused on delivering exceptional service and creating memorable experiences that foster customer loyalty.
Overview
3
3
years of post-secondary education
20
20
years of professional experience
Work History
Concierge Patient Advocate
Elevance Health
Indianapolis, Indiana
09.2025 - Current
- Assisted clients with inquiries regarding health plans and services.
- Coordinated appointments and managed scheduling for healthcare providers.
- Provided exceptional customer service to members and guests at Elevance Health.
Resolution Team Lead
Accredo
06.2014 - Current
- Spearheaded process changes identifying and partnering with clients and other contributors to fulfill functional requirements.
- Managed grievances and presidential escalations to resolve issues and maintain client trust.
- Consulted with clients to identify and implement viable solutions for ongoing care needs, utilizing detailed health record analysis.
- Resolved grievances and presidential escalations through coordinated follow-up to ensure satisfactory outcomes.
- Analyzed day to day processes, by gathering data on requirements and deficiencies then utilized insights to optimize routines, schedules, systems, and task delegation protocols for efficiency.
- Delivered in depth demonstrations of proper implementation of plans and systems then regularly tracked progress while providing strategic solutions to meet desired outcomes.
- Created materials and resources to assist with successful implementation of projects and processes.
- Managed quality control processes for bulk medication preparation in pharmacy operations.
- Provided support to members in navigating copay assistance programs, exploring alternative therapies, and setting up payment plans.
Patient Care Advocate
Accredo
11.2009 - 06.2014
- Collaborated with drug interaction pharmacist team to enhance communication and workflow.
- Corrected refill too soon orders for drug interaction, C30 edits, improving accuracy and quality of team processing.
- Handled incoming overflow calls from members and providers to ensure timely assistance. from members, physicians and providers.
- Identified repetitive issues to drive process improvements and enhance procedural efficiency.
- Completed corrections for the drug interaction team processing refill too soon orders for drug interaction, C30 edits and quality.
- Reported unresolved issues to management for prompt resolution. to management for further action.
- Helped to identify repetitive problems or questions in order to pursue process or procedural changes.
- Assisted supervisor with work distribution and work plan development.
- Escalated urgent issues to management for resolution.
Administrative Assistant
Company Equicor Real Estate Development
01.2007 - 11.2008
- Provided comprehensive administrative support for executive-level staff.
- Developed and maintained administrative processes to support organizational objectives.
- Developed and maintained administrative processes that supported organizational objectives and enhanced accuracy and efficiency.
- Collaborated with management team to create and distribute weekly and monthly reports for leadership and administrative teams, serving as liaison between departments to ensure effective communication.
- Collaborated with management team to create and post weekly and monthly reports for leadership and administrative teams and acted as liaison between all departments to ensure proper communications and reporting practices.
- Documented key discussions and decisions during executive meetings. in executive meetings.
- Planned and coordinated corporate meetings and created presentations for on-site and off-site events to ensure successful execution.
Education
Bachelor of Science - Healthcare Management
Colorado Technical University
Colorado Springs, CO 03.2026 - 08.2026
Associate of Applied Science - General Studies
Ivy Tech Community College
Indianapolis, Indiana 01.2011 - 01.2014
Skills
- Client account management
- Customer service
- Customer satisfaction
- Follow-up management
- Healthcare regulations
- Conflict resolution
- Product demonstration
- Information analysis
- Analytical skills
- Troubleshooting
- Reconciliation
- MS Office
- Multi-tasking
- Teamwork
- Communication
- Creative thinking
Summary Of Qualifications And Skills
Professionally focused individual with 12 plus years’ experience who is acknowledged for talents in inspiring coworkers to excel and adapt to the demands of a challenging workload. Excellent communication and organizational skills along with strong work ethics aimed at projecting a positive company image. Possesses a high attention to detail, strategic organizational skills and an overachieving mentality to set reach professional objectives. Strives to contribute hard working attitude and skills., Track record of handling customer inquiries in accordance to metrics established, service policies, and procedures, Able to provide the highest level of customer service while improving customer experience to encourage customer and client retention, Well-versed in resolving conflicts by understanding problems clearly and seeking out workable solutions through employing the creative thinking process, Strong MS Office skills including Excel, Word and utilization review modules, Exceptional teamwork abilities, Communication, Self-control, Client account management, Customer satisfaction, Assertiveness, Follow up, Information analysis, Product demonstration, Quality control, Documentation, Multi-tasking, Computing, classifying, and recording numerical data to keep financial records complete, Knowledge of bookkeeping procedures, Finding discrepancies in figures and numbers, Ability to multitask and prioritize daily requirements, Excellent analytical, reconciliation and overall troubleshooting skills, Good general knowledge of office procedures
Timeline
Bachelor of Science - Healthcare Management
Colorado Technical University
03.2026 - 08.2026
Concierge Patient Advocate
Elevance Health
09.2025 - Current
Resolution Team Lead
Accredo
06.2014 - Current
Associate of Applied Science - General Studies
Ivy Tech Community College
01.2011 - 01.2014
Patient Care Advocate
Accredo
11.2009 - 06.2014
Administrative Assistant
Company Equicor Real Estate Development
01.2007 - 11.2008