Shawnta Grant
Columbia
Summary
Dedicated and detail-oriented Customer Service and Provider Services Specialist with over 10 years of experience in delivering exceptional support in fast-paced, remote environments. Expertise in resolving complex customer issues, managing provider relations, and upholding high service standards ensures a seamless experience for all stakeholders. Proficient in utilizing CRM tools, safeguarding confidential information, and driving operational efficiency to enhance overall service delivery. Committed to fostering positive relationships and continuously improving processes to meet organizational goals.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Provider Service Specialist (Remote)
Live Ops (Amerihealth Caritas)
04.2024 - Current
- Serve as the first point of contact for healthcare providers regarding eligibility, claims, and benefit inquiries.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Collaborate with internal teams (claims, contracting, IT) to improve provider satisfaction streamline processes.
- Ensure compliance with HIPAA and organizational standards in all provider communications.
- Consistently meet or exceed performance benchmarks, including case resolution timelines and service quality metrics.
Trust Analyst II
Wells Fargo Bank, N.A
08.2004 - 05.2012
- Managed and monitored multiple trust accounts to ensure accuracy, compliance, and timely reconciliation.
- Conducted detailed financial reviews to identify discrepancies, mitigate risks, and maintain regulatory compliance.
- Prepared and delivered comprehensive reports to management and stakeholders on trust performance.
- Streamlined reporting processes, reducing turnaround time and improving accuracy of account audits.
Customer Services Representative
Corporate Express Office Products, Inc
04.2000 - 07.2004
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Assisted customers with billing, account management, and service issues, ensuring prompt resolutions.
- Recognized for achieving high first-call resolution rates and maintaining professionalism under pressure.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Education
Diploma - Information Processing
Howard County Vo-Tech
Columbia, MD05.1997
Diploma - General Studies
Hammond High School
Columbia, MD05.1997
Skills
- Client support
- Accounts receivable management
- Quality assurance inspection
- Document formatting
- Skilled in MS Office tools
- Citrix administration
- Experienced with Zoom meetings
- Skilled in MS Teams communication tools
- Experience with Salesforce
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
Licenses & Certifications: Customer Service Certification, HIPAA Training - Certification;
Timeline
Provider Service Specialist (Remote)
Live Ops (Amerihealth Caritas)
04.2024 - Current
Trust Analyst II
Wells Fargo Bank, N.A
08.2004 - 05.2012
Customer Services Representative
Corporate Express Office Products, Inc
04.2000 - 07.2004
Diploma - General Studies
Hammond High School
Diploma - Information Processing
Howard County Vo-Tech
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