Shardae Thomas

Results-driven Customer Service Specialist with a proven ability to prioritize and multi-task in high-pressure environments. Recognized for effectively resolving escalated customer support issues and fostering team collaboration to achieve both personal and organizational objectives. Core competencies include conflict resolution, customer retention strategies, and operational efficiency. Committed to enhancing customer satisfaction and driving business success.

Available Upon Request

• Conduct high level review and analysis, dispute resolution.
• Billing experience.
• Demonstrate ability to oversee multiple assignments competently, accurately, and efficiently.
• Ensures resolution of escalated issues related, but not limited to, payments, contract interpretation and parameters, or accuracy of provider contract or demographic information.
• Collaborate with multiple departments to achieve growth/renewal objectives and meet provider expectations.
• Strong written and verbal communications and the ability to describe aspects of provider network dynamics.
• Proven working knowledge of financial issues, rate methodologies and complex contracting options.
• Computer literacy to navigate through internal/external computer systems, including Excel and Microsoft Word.

• 20 years related experience, proven and proficient, negotiating skills. Strong communication, critical thinking, problem resolution and interpersonal skill, claims processing experience and billing skills.
• Proven working knowledge of provider financial issues, rate methodologies and complex contracting options. I understand financial/contracting arrangements and various regulatory requirements.
• Analyze client, claim, and other data to help resolve escalated issues or systemic issues that impact accurate client payments/service.
• Identify, communicate, and monitor trends in complex client care, gaps in client communication.
• Proven working knowledge of standard provider contracts, terms, and language.
• Effectively prioritizes and balance workload; escalates constituents concerns and needs within the company, able to explain the plan, contract, and policy parameters; services in terms of benefits. Maintain focus on achieving a positive outcome.

I was the single point of contact to resolve escalations and communicate resolution to the client, including action steps for long-term solutions. I've demonstrated through all these additional responsibilities that I can identify trends and work to resolve them with minimal assistance because I'm an expert at utilizing resources efficiently, while ensuring the resolution of escalated issues concerning claims payment, contract interpretation and parameters, or the accuracy of provider contract or demographic information are resolved. I’m motivated by several factors, including my health, happiness, and a sense of progress in both my professional and personal life. Doing a good job for my employer also motivates me because it provides job satisfaction and a sense of accomplishment. I'm also motivated by goals; if I'm responsible for multiple tasks or projects at the same time, it keeps me motivated and makes me work harder.