Shari Chapman
Las Vegas
Summary
Experienced Customer Service, Claims Special, Health environment With 25 years in customer service, including 6 years as a Claims Specialist and 5 years as a Fraud Investigator, I excel in managing high-volume claims, medical billing inquiries, and complex fraud investigations. Proficient in VISA chargeback systems, Salesforce, Microsoft Office, and EPIC systems. Seeking to leverage my expertise in a dynamic role that offers opportunities for continued growth in fraud prevention and claims management.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Fraud Investigator
Paysign Inc.
Henderson, NV
04.2024 - 08.2025
- Conduct in-depth investigations into suspicious account activities and potential fraud/dispute cases; identifying trends and discrepancies to prevent financial losses.
- Utilize data analysis tools and internal systems to review transactions, verify customer identities, and assess risk factors.
- File and review disputes regarding fraud accounts. Prepared appeals and submitted to the appeal department
- Collaborate with compliance and legal teams to ensure adherence to regulatory standards and company policies.
- Inbound/outbound calls with cardholders to support account-related inquiries.
- Process credit and debit adjustments to customer accounts.
- Scanned, Fax, and Mail out confidential documents card holders
Lead Cashier/Retail Sales Associate
DD’s DISCOUNTS Store
Las Vegas, NV
03.2023 - 04.2024
- Cashier and Customer service; greeting patrons, addressing inquiries, and guiding them to desired products to enhance shopping experience.
- Inventory control, restocking and organizing merchandise.
- Oversee daily operations for a team of cashiers, cash handling, manage cash deposits, allocate register funds, and resolve customer issues to maintain store efficiency and customer satisfaction.
Customer Service Representative
NYU Langone Health
Las Vegas, NV
01.2023 - 09.2023
- High-volume call center environment; addressing and resolving an average of 200-300 inbound customer inquiries daily.
- Provided comprehensive support for patients and providers, including clarification on benefits, deductibles, co-pays, and CPT code applications, while adhering to HIPAA guidelines.
- Processing credit card payments, coordinating payment plans, and verifying eligibility for financial assistance programs.
- Utilizing CRM software to manage customers interactions, documentation of customer inquiries, maintain and update members records.
- Faxed, scanned or emailed medical records to patients as requested.
Technical Support Specialist (Remote)
Elevance Heath-Anthem
Las Vegas, NV
08.2022 - 01.2023
- Technical support and troubleshoot provider to brokers and agents, facilitating account access. Guidance through license entry and state addition on the Broker Toolbox platform.
- Resolved an average of 20-30 inquiries per day through phone and Salesforce-assigned chat emails.
- Delivered system training and account troubleshooting; commission payment setup, managing client account lists for enhanced user experience.
Customer Service Representative/Claims Specialist (Remote)
United Healthcare Group
Las Vegas, NV
10.2020 - 08.2022
- Inbound calls, assisting customer inquiries related to insurance coverage, billing, and policy information for both members and providers.
- Processing and submitting medical insurance claims and liaising with insurance carriers for claim resolution.
- Conducted thorough reviews of medical plans and generated detailed correspondence regarding provider information, leveraging expertise in CPT and ICD-10 coding systems.
- Remote customer service support; including phone, email, and live
- Maintaining high service standards in a metrics-driven healthcare environment.
- Faxed, scanned or emailed medical records to patients as requested.
Customer Service/Collections Representative
Barclays
Las Vegas, NV
08.2017 - 03.2020
- Managing delinquent credit card accounts, securing past-due payments and negotiating payment plans.
- Delivered customer support for credit card inquiries through high-volume inbound communication, ensuring customer satisfaction and retention.
- Adhered to strict monthly targets, employing effective strategies to meet performance goals.
Education
High School -
Vincent High School
Milwaukee, WI06.1987
Skills
- Financial Services: Loan processing, mortgage banking, collections, accounts payable/receivable, payroll, insurance verification, claims processing, medical billing, ICD-10 coding
- Administrative & Technical Proficiency: Property management, clerical support, personal assistance, data entry, typing speed of 50 WPM, Microsoft Excel, Windows OS, Microsoft Outlook, and general computer skills
- Customer Service & Communication: Guest services, live chat support, customer support, effective communication, teamwork, leadership, self-motivation
- Time management and Organizational skills
- Health care environment
- 2 years In the office face to face patient contact scheduling patient appointments and working 2 years working remotely scheduling patient appointments over the phone using the patient scheduling software for scheduling appointments and EPIC use to input notes
Certification
- HIPAA Compliance Training
- Notary Public
Timeline
Fraud Investigator
Paysign Inc.
04.2024 - 08.2025
Lead Cashier/Retail Sales Associate
DD’s DISCOUNTS Store
03.2023 - 04.2024
Customer Service Representative
NYU Langone Health
01.2023 - 09.2023
Technical Support Specialist (Remote)
Elevance Heath-Anthem
08.2022 - 01.2023
Customer Service Representative/Claims Specialist (Remote)
United Healthcare Group
10.2020 - 08.2022
Customer Service/Collections Representative
Barclays
08.2017 - 03.2020
High School -
Vincent High School