Shannon Martin
FL
Summary
Flexible Service Advocate with talents in building customer loyalty by finding effective solutions for customer needs. Outstanding follow-up abilities and a (twelve] year background in healthcare. Ambitious and hardworking motivated by independent minimal supervision.
Overview
15
15
years of professional experience
Work History
Case Resolution
American Express
03.2023 - Current
- Review and determine proper nature of action to ensure 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 help to current employees to improve proficiency, and resolutions to complex issues during call reviews
- Maintain suspense files and follow through to ensure actions are processed accurately and promptly and every call is handled effectively.
Travel Counselor
American Express
10.2022 - Current
- Service international and domestic travel bookings, particularly within the high-end luxury travel arrangements.
- Meet Special levels and compliance requirements.
- Knowledge of air fares and Sabre advantageous.
- Managed to help 30 plus incoming calls a day from around the United States.
- Streamlined booking processes for improved efficiency and reduced wait times for customers.
Customer Service Experience
Nordstrom
11.2021 - Current
- Provided great customer service to high volume clients
- Demonstrate expertise in all technologies used in the store environment such as POS systems.
- Inspire trust, teamwork, and positive team relationships
- Ability to prioritize multiple tasks in a fast-paced environment
- Displayed excellent communication and interpersonal skills by identifying and properly addressing the customer needs
- Work closely with other departments to Gather and synthesize insights, feedback, and best practices from stores and brands to help grow and continuously improve with customer relations.
Case Manager Assistant
Brooks Rehabilitation Hospital
04.2022 - 10.2022
- Provide care management to access and coordinate 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
- Maintain a working knowledge of insurance guidelines to help patients have a safe and effective discharge plan
- Maintaining a caseload of 12 or more daily, with 3 or more patients discharging daily.
Senior Claims Examiner
Florida Blue
06.2009 - 09.2021
- Responsible for reviewing and processing claims and adjustments for Insurance accurately using contract benefits and organizational processing guidelines
- Manage processing 70 plus claims a day and met inventory goals of 99 percent validity and accuracy
- Led Projects and collaborated with other teams to target fast response time electronically in the medical billing system
- Analyze data and use analytical tools and techniques
- Medical coding knowledge, review codes to process claims accurately.
Education
Bachelor of Science in Human Services -
Florida State College at Jacksonville
Skills
- Medical Coding
- Medicare Compliance
- Active listening
- Reasoning Ability
- Product and service knowledge
- Appeals Support
- Analytical
- Problem resolution
- Documentation Review
- Healthcare
- Data entry
- Case Management
Timeline
Case Resolution
American Express
03.2023 - Current
Travel Counselor
American Express
10.2022 - Current
Case Manager Assistant
Brooks Rehabilitation Hospital
04.2022 - 10.2022
Customer Service Experience
Nordstrom
11.2021 - Current
Senior Claims Examiner
Florida Blue
06.2009 - 09.2021
Bachelor of Science in Human Services -
Florida State College at Jacksonville
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