Shantell Campbell
New York,NY
Summary
Technical Specialist with over five years of experience in retail, customer service, and telehealth. Well-versed in account resolution, escalation, CRM systems and software, compliance regulations, marketing, and social media management. Skilled at administrative tasks, effective problem resolution, including billing support, email and chat support, and process improvements.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Patient Advocate
Ro
New York, New York
07.2025 - Current
- Provide empathetic, concierge-style support to patients by resolving non-clinical inquiries and coordinating with providers and pharmacies to ensure timely care.
- Triage and manage patient messages within the EHR system, maintaining accuracy and responsiveness in a fast-paced telehealth environment.
- Assist with providing patient with prior authorizations results and insurance coordination for weight management programs.
- Identify workflow gaps and share feedback to improve efficiency, provider communication, and overall patient experience.
Member Support Specialist I
Guild Education
Denver, USA
05.2023 - 01.2025
- Responded to multiple inbound and email learner inquiries regarding benefits, employer's policy, and program alternatives via cases and inbound phone calls, while explaining complex information in a timely manner that was simple to understand.
- Consistently met internal and external deadlines by allocating time spent on each case and giving specific focus to cases that required extensive research.
- De-escalated challenger concerns by demonstrating professionalism and remaining empathetic while developing solutions to their concerns.
- Ensured that SOPs, best practices, and success indicators were followed and implemented.
- Ability to multitask and learn quickly while improving interaction with members and learners.
Phone Coordinator
Cerebral
Walnut, USA
01.2022 - 10.2022
- Reduced average handle time and achieved continuous 100% audit scores by streamlining tasks and demonstrated top performance on the team.
- Identified challenges, offered viable solutions, and accurately recorded relevant data.
- Contributed to team goals, processes, and meetings resulting in a 20% growth for the team.
- Executed multiple administrative duties, including the scheduling of client appointments with clinicians, processing requests for medical records, and transmitting medical records to clients and third parties, while consistently ensuring compliance with HIPAA regulations.
- Developed creative solutions to address patient problems, benefiting both clients and the business.
- Consistently exceeded call volume and KPIs through exceptional customer service, earning coordinator of the month award.
- Owned and assisted with upcoming projects as needed by the team manager and provided input on new procedures in a start-up environment requiring extensive research.
Customer Service Representative/ Social Media Agent
Amazon
Seattle, USA
05.2020 - 01.2021
- Used cross-departmental cooperation and clear lines of communication to cut down on order errors.
- Achieved 100% CSAT scores because of an empathic and courteous approach to addressing customer concerns.
- Adaptable to change in any work environment, having earned the opportunity to receive cross-training in the social media department.
- Managed several social media accounts, including Twitter, Instagram, and Facebook, and responded to any incoming comments, inquiries, and concerns from both customers and employees.
Education
Bachelor of Business Administration - Marketing Communications
Berkeley College
New York, NY05.2023
Associate of Science - Business Administration
Georgia Military College
Fayetteville, GA06.2018
Master of Science - Health Informatics (MSHI)
University of Chicago
Chicago, ILSkills
- Zendesk
- Salesforce
- Guru
- Confluence
- Google Workspace
- MacOS
- Slack
- Microsoft Office Suite
- EMR
- Stripe
- Problem-solving
- Effective communication
- Quality assurance
- Startup experience
- EHR management
- Telehealth support
- Problem solving
Certification
- Fundamentals of Technology Certificate, 2024
Timeline
Patient Advocate
Ro
07.2025 - Current
Member Support Specialist I
Guild Education
05.2023 - 01.2025
Phone Coordinator
Cerebral
01.2022 - 10.2022
Customer Service Representative/ Social Media Agent
Amazon
05.2020 - 01.2021
Bachelor of Business Administration - Marketing Communications
Berkeley College
Associate of Science - Business Administration
Georgia Military College
Master of Science - Health Informatics (MSHI)
University of Chicago