Shante Bell
Jacksonville
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Automated Health Systems Inc.
Jacksonville
03.2026 - Current
- Assisted clients with inquiries regarding health services and benefits.
- Managed customer complaints and resolved issues efficiently.
- Educated customers on service options and eligibility requirements.
- Utilized CRM software to track customer requests and follow-ups.
- Maintained accurate records of customer interactions and transactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Provided exceptional customer service to ensure customer satisfaction.
Licensed Insurance Agent
Foundever
01.2024 - 02.2026
- Assisted Liberty Mutual customers with auto and property insurance policies.
- Explained policy coverages, billing, or modifications made to the policy.
- Assisted clients in selecting appropriate insurance policies for their needs.
- Processed policy applications and renewals efficiently using internal systems.
- Provided assistance with billing inquiries, payment processing, and customer service issues.
- Maintained accurate records of client information including contact details and policy changes.
- Processed policy changes, renewals, cancellations, claims and other related paperwork accurately and timely.
- Advised clients on their insurance needs and coverage options based on individual requirements.
- Collaborated with internal teams such as Underwriters and Claims Adjusters to ensure accuracy.
Provider Claims Representative
AmeriHealth Caritas
11.2021 - 12.2022
- Resolved provider and health plan claim inquiries.
- Monitored and tracked aged, pended, and open reports to maintain timeliness in claims processing.
- Keyed claims into systems for appropriate tracking and processing.
- Processed medical claim forms CMS-1500 and UB-04.
- Knowledge of coding systems HCPCS, ICD-10, and CPT.
- Proficient in computer navigation within all Microsoft applications.
- Reviewed medical claims and documentation thoroughly to ensure accurate information is reported.
- Applied appropriate benefits to each claim according to CMS guidelines and claims processing policies.
- Researched and determined medically necessary visits.
- Determined if claim would be paid or denied and completed denial letters.
Case Investigator
Florida Department of Health
05.2018 - 11.2021
- Made outbound phone calls to investigate positive COVID-19 cases.
- Conducted interviews regarding their symptoms, preexisting health conditions, and close contacts.
- Analyzed data to identify health trends and potential outbreaks.
- Collaborated with local agencies to address public health concerns.
- Prepared detailed reports on investigative findings and recommendations.
- Educated the community on health regulations and safety practices.
Customer Service Agent
Department of Children & Families
02.2017 - 05.2018
- Verified medical and food assistance eligibility based on family size, income, and education.
- Interviewed family members to assist case workers during the processing of their applications.
- Coordinated intake processes for new cases and client referrals.
- Provided guidance on eligibility requirements for programs and services.
- Documented case notes accurately in the agency's database system.
- Educated families about available resources and support options.
- Maintained confidentiality of sensitive client information and records.
- Answered incoming calls promptly and professionally within company standards.
- Provided technical support over the phone when needed.
- Helped clients navigate online systems within established frameworks to obtain services.
- Assisted clients with inquiries regarding child welfare and family services.
Provider Enrollment Representative
Novitas Solutions
12.2015 - 02.2017
- Created enrollment records in the appropriate systems to conduct research and validate information to process enrollment applications.
- Reviewed documentation submitted with applications to determine the final decision based on CMS guidelines.
- Established EFT for provider's Medicare payments.
- Verified provider credentials through various systems.
- Tracked and processed credentialing and re-credentialing applications.
- Keyed and updated provider information in the credentialing database.
- Assigned providers credentials for billing purposes.
- Maintained and updated provider demographics.
- Communicated with provider office regarding credential status and required documentation.
Provider Contact Center Agent
First Coast Service Options
04.2012 - 02.2017
- Assisted Medicare providers with inquiries surrounding the denial, rejection, or payment of claim submissions.
- Analyzed and researched claims to determine the appropriate coding and documentation needed for claims to process.
- Performed call backs that required extensive research on claims that were returned, rejected, or denied by Medicare.
- Handled high volume calls, ensuring timely resolution of issues.
- Maintained records of customer interactions and transactions in a CRM system.
Education
High School -
First Coast High School
Medical Office Administration -
Concorde Career Institute
Skills
- Professional customer service
- Demonstrated ability to multitask
- Question and deductive reasoning
- Active listening skills
- Basic conflict resolution skills
- CRM software
- Insurance policy knowledge
- Data entry accuracy
- Payment processing
- Effective communication
- Call center experience
- Inbound and outbound calling
- Researching
- Spreadsheets
Timeline
Customer Service Representative
Automated Health Systems Inc.
03.2026 - Current
Licensed Insurance Agent
Foundever
01.2024 - 02.2026
Provider Claims Representative
AmeriHealth Caritas
11.2021 - 12.2022
Case Investigator
Florida Department of Health
05.2018 - 11.2021
Customer Service Agent
Department of Children & Families
02.2017 - 05.2018
Provider Enrollment Representative
Novitas Solutions
12.2015 - 02.2017
Provider Contact Center Agent
First Coast Service Options
04.2012 - 02.2017
High School -
First Coast High School
Medical Office Administration -
Concorde Career Institute