SHAQUANDA RICHARDSON
Clearwater,FL
Summary
Federal Customer Service and Healthcare Operations Professional with over 10 years of experience supporting high-volume, highly regulated environments. Specialized in resolving complex cases, interpreting policy, safeguarding Personally Identifiable Information (PII), training staff, and supporting operational leadership. Demonstrated ability to meet performance metrics while delivering accurate, customer-focused service.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Social Security Administration (SSA)
04.2023 - Current
- Provide direct customer service to the public by researching, interpreting, and applying Social Security laws, federal regulations, and SSA policies.
- Interpret federal laws, regulations, and policies to ensure uniform application.
- Resolve50–70 complex and sensitive inquiries daily involving retirement, disability, and entitlement programs requiring advanced technical judgment.
- Conduct in-depth research using POMS, TSCOG, PolicyNet, and SSA automated systems to ensure accurate and uniform application of laws and procedures.
- Enforce federal requirements related to eligibility, disclosure, and due process while maintaining professionalism and empathy.
- Support supervisory staff with unit operations, workload coordination, and quality improvement initiatives.
- Facilitate customer access to SSA online services and resolve associated technical or procedural issues.
- Safeguard Personally Identifiable Information (PII) in compliance with the Privacy Act and agency security policies.
- Serve as a resource to staff on privacy disclosures, and data protection
Front Desk Lead / Referral Coordinator
Access Health Care Physicians
12.2021 - 04.2023
- Coordinate insurance referrals and prior authorizations by communicating with payers and review organizations.
- Assemble and submit clinical documentation to support authorization and reimbursement decisions.
- Supervise front office staff, ensuring accuracy, efficiency, and compliance with procedures.
- Serve as the primary point of contact for patients and families, resolving concerns and navigating care services.
- Manage scheduling, patient flow, and daily administrative operations.
- Hours per week: 40 | Supervisor: Available upon request
Clinical Authorization Representative
BayCare Medical Group
02.2021 - 11.2021
- Completed insurance pre-certifications and authorizations for inpatient and surgical admissions.
- Created complete pre-registration accounts and coordinated scheduling and registration.
- Hours per week: 40
Clinician – Clinical Authorization Services
Conifer Health Solutions
02.2018 - 01.2021
- Secured insurance authorizations and completed financial clearance activities.
- Verified patient demographics, insurance coverage, and financial responsibility.
- Managed order verification and documentation accuracy.
- Hours per week: 40
Registrar
Parallon – Northside Hospital
01.2017 - 10.2018
- Registered patients and collected demographic, insurance, and financial information.
- Verified insurance authorizations and secured required consents.
- Hours per week: 32
Accounts Receivable Collector
PODS
09.2016 - 09.2017
- Processed and reconciled accounts receivable transactions.
- Contacted customers regarding invoices and payment resolution.
- Hours per week: 40
Education
General Studies
St. Petersburg College
01.2017
High School Diploma - undefined
Gibbs High School
01.2006
Skills
- Federal Policy Interpretation
- High-Volume Call Center Support
- Case Resolution & Technical Guidance
- PII / Privacy Act Compliance
- Veterans & Public Assistance Programs
- Training, Coaching & Mentorship
- Healthcare Authorizations & Referrals
- Medical Terminology
- Revenue Cycle Support
- Workflow Optimization
ADDITIONAL INFORMATION
- Willing to work overtime and flexible schedules
- Strong performance history in metric-driven environments
- Experienced in remote and onsite federal operations
Timeline
Customer Service Representative
Social Security Administration (SSA)
04.2023 - Current
Front Desk Lead / Referral Coordinator
Access Health Care Physicians
12.2021 - 04.2023
Clinical Authorization Representative
BayCare Medical Group
02.2021 - 11.2021
Clinician – Clinical Authorization Services
Conifer Health Solutions
02.2018 - 01.2021
Registrar
Parallon – Northside Hospital
01.2017 - 10.2018
Accounts Receivable Collector
PODS
09.2016 - 09.2017
General Studies
St. Petersburg College
High School Diploma - undefined
Gibbs High School