Shannon Martin

Work History

American Express

03.2023 - Current

Review and determine proper nature of action to ensure compliance was met
Made sure corrective action code is applied when resolving card member’s issues
Perform work in processing and coding a diverse workforce using automated HR systems
Provide consultation, advice, guidance, and aid to current employees to improve processes
Maintain suspense files and follow through to ensure actions are processed accurately and in a timely manner and every call is handled effectively
Responsible for complaints or case review involving fraud, complaints, and disputes.
Managed approximately 30 plus incoming calls and emails per day from customers.

American Express-Remote

10.2022 - Current

Identify accounts that are not utilizing the full terms and benefits of their AXP commercial products and prioritize those clients, identify top client information and track opportunity development in CRM database
Answer 30 plus customer inquiries a day and bring in leadership, internal business partners and product specialists as appropriate to support growth opportunities and customers’ needs
Proactively reach out to customers to uncover opportunities, treat the customer until there’s a change in customer spend in alignment with growth or retention conversations
Meet Special levels and compliance requirements.
Evaluated supplier performance periodically for maintaining the quality of services offered.
Managed complex travel arrangements, including multi-city flights, accommodations, and transportation logistics.
Developed process improvements and long-term business strategies through analysis of customer feedback.

Brooks Rehabilitation Hospital- Jacksonville, FL

04.2022 - 10.2022

Provide care management to 10-15 patients accessing and coordinating multi-agency services for patients with different insurances, such as Medicare, Humana, and Florida Blue
Provide consultation, advice, guidance, and assistance to, employees, patients, annuitants, survivors, eligible family members regarding retirement eligibility, life insurance, and health insurance benefits
Document all care coordination activities in Meditech Health electronic records
Utilizes various computer systems effectively to carry out multiple assignments
Document care coordination activities within contract of patient’s insurance
Maintain working knowledge of insurance guidelines to help patients have safe and effective discharge plan.

Florida Blue – Remote

06.2009 - 09.2021

Responsible for reviewing and processing claims and adjustments for Insurance accurately using contract benefits and organizational processing guidelines
Updated records for consistency on rules and regulations governed by office of personnel management
Manage the processing and out-processing of claims and exceptions inventory to meet inventory goals of 99 percent validity and accuracy
Utilized appropriate cost containment techniques to reduce overall claim costs
Assist in development of training procedures in the classroom and update any information for class
Led Projects and collaborated with other teams to target fast response time electronically in the medical billing system
Medical coding knowledge, review codes to process claims accurately.
Maintained high levels of data confidentiality, adhering to strict security protocols and guidelines.