Shanteeria Clark

• Reviewed and audited pharmacy claims and medical records for over 300 clients, boosting revenue by 15%.
• Ensured accurate provider data updates, contributing to a 5% revenue increase.
• Processed incoming communications regarding patient health information efficiently.
• Implemented process improvements to enhance operational efficiency and reduce costs.
• Reviewed medical records for completeness and compliance with regulations.
• Conducted thorough audits of pharmacy claims to maintain high standards of accuracy.

• Exceeded established service goals while leveraging customer service, sales and employee management best practices.
• Updated databases with new and modified customer data.
• Processed payments, balance transfers, account updates and other transactions accurately and efficiently.
• Investigated suspected fraudulent activities and reported suspicious activity to the appropriate departments.
• Utilized computer system technology to answer inquiries quickly and accurately using automated response scripts when necessary.
• Managed incoming calls from customers seeking assistance with their credit cards and provided solutions accordingly.

Provided exceptional customer service to patients and families through high-volume call handling.

• Maintained confidentiality of patient information in compliance with HIPAA regulations.
• Organized records by updating personal and financial information from patients.
• Prepared daily registration activity reports, identifying opportunities for improvement.

• Processed over 300 time cards weekly to ensure timely clinician payments.
• Increased company metrics by 3.2% through patient support during on/off cycles.
• Developed comprehensive documentation to enhance payroll processes and standard operating procedures.
• Facilitated training for over 20 payroll team members, yielding $10,000 savings for company.
• Utilized Zendesk and Aircall for effective communication with clinicians.
• Answered clinician inquiries regarding paychecks, tax withholdings, sick leave, and W2s using Workday.
• Collaborated with cross-functional teams to identify process improvement opportunities and enhance efficiency.

• Take between 100-200 inbound calls daily resulting in decrease in call volume by 10%
• Act as supervisor to deescalate complex issues to reduce amount of irate/angry customers by 25%
• Retrieve and process documents via email/fax
• Cross functional in HR, Pension, Health and Welfare and 401K.
• Use active listening skills to assist customers in resolving issues on initial call
• Provide empathy to build customer rapport