Shantisha Snead

• Assessed client housing needs to develop personalized support plans.
• Coordinated with local agencies to secure affordable housing resources for clients.
• Conducted regular follow-ups to ensure client satisfaction and housing stability.
• Trained new staff on best practices in client interaction and resource navigation.
• Administered Housing Choice Voucher program ensuring compliance with federal and local regulations.
• Evaluated applicant eligibility through detailed analysis of financial documentation and household composition.
• Coordinated inspections to assess housing quality, ensuring standards met for tenant safety and comfort.

Identifies overpayments, uses data analysis to find situations where Humana has overpaid for services.

Recovers funds to collect overpayments from both providers and members.

Reviewed claims to conduct post-payment reviews to check for improper payments, such as billing for services that weren't provided, using incorrect codes, or lacking medical necessity.

• Addressing customers’ needs includes complex benefit questions, educating members, resolving customer inquiries, and complaints in a timely and empathetic manner; ensuring a superior customer experience.
• Records details of inquiries, comments, or complaints, transactions, or interactions, and takes action in accordance with it.
• Communicate effectively via phone with our members to assist with questions pertaining to payments, pharmacy, or Plan information.
• Escalates unresolved and pending customer grievances.

• Outbound call team that would whom called members if needed to confirm enrollment, accepted application, process application

• Medicare supplement
• Respond to and resolve on the first call, customer services inquires and issues by identifying the topic and type of assistance the callers needs with benefits, eligibility and claims, financial spending accounts and correspondence.
• Help guide and educate customers about fundamentals and benefits of their health.
• Intervene with care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when need
• Assist customer in navigating company websites