Shardae Packer
Canal Winchester,Ohio
Summary
Personable and dedicated Customer Service Representative with 6+ years’ experience in the customer service industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Direct Support Professional
Ability Matters
Dublin, Ohio
01.2024 - Current
- Individualized Care with Inclusion: Provide individualized care that upholds the unique needs and aspirations of individuals with disabilities. Promote inclusion within the community, fostering a sense of belonging and empowerment.
- Community Integration: Engage in community outings, social activities, and events to encourage individuals to actively participate in community life and forge lasting connections. Provide direct service to individuals with disabilities throughout the community.
- Empowerment Through Skill Development: Collaborate with individuals to develop life skills, communication abilities, and self-confidence, enabling them to take control of their personal journeys.
- Person-Centered Support: Apply person-centered approaches, focusing on preferences, choices, and aspirations. Leverage the individual's strengths to drive growth.
- Behavioral Support with Dignity: Implement positive behavior support strategies that respect individuals' dignity. Handle challenging situations with empathy and de-escalation techniques.
- Collaborated with multidisciplinary team comprising therapists, case managers, and medical professionals.
- Advocacy and Self-Determination: Champion individuals' rights and self-determination. Assist them in making informed decisions about their lives and choices.
- Promoted understanding of key issues through community representation.
- Maintained clean and well-organized environment for client happiness and safety.
- Tracked and reported clients' progress based on observations and conversations.
Ambulatory Service Representative
Nationwide Children Hospital
Columbus, OH
11.2023 - Current
- Provides excellent customer service to patients and families by applying best practices and standard operating procedures.
- Facilitated patient registration processes within designated areas of Patient Access.
- Obtains accurate demographic, insurance, and physician information on registrations.
- Reviewed and confirmed patient information for applicable insurance coverage.
- Screens registrations to ensure insurance pre-certification and physician referral requirements are met. Instructs customer on requirements.
- Assists in identifying self-pay patients and referring them to financial assistance, when applicable. Instructs customer on requirements.
- Establishes and maintains open communication with all departments that Patient Access interacts with and clinical staff in those areas.
- Supports onboarding of new team members by shadowing.
Patient Access Representative
Patient Access Representative
03.2022 - 11.2023
- Communicates directly with patients and / or families either in person or on the phone to complete the registration process by collecting patient demographics, health information, and verifying insurance eligibility / benefits
- Utilizes computer systems to enter access or verify patient data in real – time ensuring accuracy and completeness of information
- Gathers necessary clinical information and processes referrals, pre-certification, pre-determinations, and pre-authorizes according to insurance plan requirements
- Verifies insurance coverage, benefits and creates price estimates, reverifications as needed
- Collects patient co-pays as appropriate and conducts conversations with patients on their out-of-pocket financial obligations
- Identifies outstanding balances from patient’s previous visits and attempts to collect any amount due
- Responsible for collecting data directly from patients and referring provider offices to confirm and create scheduled appointments for patient services prior to hospital discharge
- Responds to patient and caregivers’ inquiries related to routine and sensitive topics always in a compassionate and respectful manner
- Generates, reviews and analyzes patient data reports and follows up on issues and inconsistencies as necessary
- Maintains up-to-date knowledge of specific registration requirements for all areas, including but not limited to: Main Admitting, OP Registration, ED Registration, Maternity, and Rehabilitation units
Customer Service Representative 2
Molina Healthcare
Columbus, OH
02.2021 - 03.2022
- Resolved and addressed member and provider issues
- Provided product and service information
- Achieved exceeding call center objectives
- Engaged and collaborated with other departments
- Supported member needs for basic inquiries and assistance involving their eligibility, ID cards, Member Portal, PCP changes, and personal information updates
- Supported provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims
- Went over claim approvals/denials, advising of what cpt codes are approved and which aren't.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Customer Service Representative 1
Molina Healthcare
Columbus, OH
08.2020 - 02.2021
- Provided customer support and stellar service to meet the needs of our Molina members and providers
- Resolved issues and addresses needs fairly and effectively, while demonstrating Molina values in their actions
- Provided product and service information, and identifies opportunities to improve our member and provider experiences
- Accurately documented all calls
- Supports members or providers on routine or simple issues
Customer Service Representative
Vision Service Plan
Columbus, OH
06.2019 - 07.2020
- Resolved to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners
- Solved problems and assists with issues
- Responded to customer inquiries via telephone, in person, or the internet/e-mail
- Verified eligibility order status, shipping status, and stock availability
- Accurately completed necessary documentation, letters, and forms processing
Customer Service Representative
Sedgwick
Columbus, OH
08.2018 - 05.2019
- Acts as primary customer liaison regarding claims questions and problem resolution
- Informs customers via multiple communication channels regarding status and/or additional information required to process claims
- Educates customers on client requirements and benefit plans
- Documents conversations and necessary details of the customers call in Juris tracking system
- Accurately enters verbal and written application information for both internal and external customer's requirements accurately into the claims management systems
- Assigns new claims to the appropriate claims’ handler and directs customer calls to appropriate contact
- Reviewed customer data to assess current issues and determine eligibility for potential solutions
Supervisor
Teleperformance
Columbus, OH
10.2017 - 06.2018
- Team Lead the team to deliver strong customer service results to support and maintain the company's reputation with agents, customers, and clients
- Maintained high level of morale and teamwork on production floor through frequent communication with 60 employees
- Executed new training initiative to improve skills and develop leaders from within
- Performed scheduled and surprise inspections of work sites to gauge technician skill and performance in the field
- Increased new account generation and met monthly objectives by providing personalized, friendly and knowledgeable banking assistance
- Addressed employee and production issues to determine and implement optimal resolutions, preventing wasted resources and maintaining schedules
- Coordinated day-to-day tactical and long-term strategic activities within dynamic business platforms
- Identified and corrected issues negatively impacting team and business operations
- Established and enforced clear goals to keep all employees on the same level and working collaboratively
Customer Service Representative
Teleperformance
Columbus, OH
08.2017 - 10.2017
- Effectively communicated with customers and internal staff while documenting conversations in salesforce to track requests, problems and solutions offered
- Efficiently addressed customer service inquiries and reviewed customer data to determine eligibility for potential solutions
- Resolved service and billing issues for escalated calls
- Tracked each interaction for auditing, reporting and training purposes
- Answered 100+ inbound calls per day and directed to designated individuals or departments
Houseman
Courtyard Marriott
Columbus, OH
04.2016 - 08.2016
- Organized supplies for efficient use based on expected customer needs
- Thoroughly cleaned establishment, including rooms, lobbies, lounges and restrooms to maintain organized and welcoming environment
- Provided detailed and timely cleaning services while working in fast-paced environment with multiple interruptions
Education
High School Diploma -
Northland High School
columbus, ohio06.2017
Some College (No Degree) - Health Information Management
Ultimate Medical Academy
Clearwater, FLSkills
- 65 wpm
- Customer service
- Outstanding phone etiquette
- Internet/Email
- Process improvement strategies
- Multi-unit operations management
- Data Entry
- Etiquette
- Certification in Microsoft software (Excel, Word, PowerPoint)
- Organizational Skills
- Quality Assurance Standards
- Charting and documentation
- Electronic Health Record Management
- Certified EPIC User
Certification
- CPR/AED certified
References
References available upon request.
Timeline
Direct Support Professional
Ability Matters
01.2024 - Current
Ambulatory Service Representative
Nationwide Children Hospital
11.2023 - Current
Patient Access Representative
Patient Access Representative
03.2022 - 11.2023
Customer Service Representative 2
Molina Healthcare
02.2021 - 03.2022
Customer Service Representative 1
Molina Healthcare
08.2020 - 02.2021
Customer Service Representative
Vision Service Plan
06.2019 - 07.2020
Customer Service Representative
Sedgwick
08.2018 - 05.2019
Supervisor
Teleperformance
10.2017 - 06.2018
Customer Service Representative
Teleperformance
08.2017 - 10.2017
Houseman
Courtyard Marriott
04.2016 - 08.2016
High School Diploma -
Northland High School
Some College (No Degree) - Health Information Management
Ultimate Medical Academy
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