Sheila A. Howard
Summary
Professional seeking a challenging role that leverages diverse skills and abilities. Demonstrated success in both collaborative team environments and independent projects. Proven track record of motivation and adaptability in dynamic settings.
Overview
9
9
years of professional experience
Work History
Payroll Specialist I
Asure Software
02.2023 - 09.2024
- Processed weekly, semi-monthly, monthly, and custom calendar payrolls.
- Calculated paychecks using tax tables.
- Inspected automated system outputs, i.e., registers and standard reports.
- Checked and audited timekeeping records for standard compliance.
- Entered involuntary deductions such as levies, child support, and garnishments.
Pharmacy Support Specialist
divvyDOSE/Optum
10.2021 - 02.2023
- Completed missing patient medication tickets via the Zendesk system.
- Toggled between multiple software systems on three monitors to determine whether medication verification had been received from prescribers, either verbally or via fax.
- Contacted patients by phone to review missing medications and additional information that is required.
- Answered patient questions regarding prescribed and over-the-counter drugs and vitamins being shipped and when to expect delivery.
- Answered all other patient questions that may arise.
- Created new tickets and forwarded tickets requiring additional processing to the designated department for further review.
- Performed other duties as assigned.
Business Operations Support Coordinator
Ingram Content Group
02.2021 - 09.2021
- Handled inquiries accurately and within specific time limit responsibilities, which may include order entry, work orders, and reserving stock within various software systems.
- Responded to customer service inquiries, including email and phone responses to both internal and external clients.
- Worked with Publisher Account Managers, Inventory Managers, Business Operations, LSI Customer Service Representatives, Account Managers, and other internal areas daily to share necessary information to complete all work in an accurate and timely manner.
- Acted as first-level support for IPS Systems.
- Attempted first call resolution, working with the available knowledge base.
- Relayed research results and problem resolution to the publisher client.
Customer Service Representative
Cigna
08.2019 - 01.2021
- Received requests via call center environment regarding Medicare insurance status, benefits, assistance with finding in-network providers, durable medical equipment providers, coinsurance, pharmacy concerns, premium inquiries, enrollment changes, and claims regarding Medicare in systems QNXT, CMS, and Finesse.
- Administered enrollment applications for new Cigna Medicare coverage, along with plan changes for current members.
- Responded to inquiries from Independent and Cigna Agents and/or agencies for information and assistance.
- Responded to inquiries, grievances, or appeals ranging from routine to moderate complexity.
- Performed other tasks, duties, or functions as assigned.
- Maintained confidentiality and HIPAA compliance on all internal and external channels.
Insurance Benefits Analyst
Benefits Administration/State of TN
02.2016 - 04.2019
- Answered calls, emails, and chats in a call center environment regarding insurance premiums and benefits.
- Analyzed submitted insurance enrollment applications, I-9 documents, dependent verification documents, and special qualifying events for eligibility and accuracy via Edison and Zendesk systems.
- Hired, terminated, and corrected employment dates of employees and processed insurance enrollment.
- Provided accurate and detailed information to members, agency benefits coordinators, other state agencies, and vendors by phone, email, or vendor website regarding eligibility, enrollment, billing, and other insurance options.
- Maintained confidentiality and HIPAA compliance on all internal and external channels.
Education
Bachelor of Science - Organizational Leadership
Bethel University
McKenzie, TN07.2013
Skills
- Payroll administration and software
- Deduction processing
- Data entry accuracy
- Customer relationship management
- Compliance assurance
- Effective communication
- Problem solving
- Salesforce
- Zoom
- Zendesk
- Slack
- Microsoft Word
- Microsoft Teams
- Microsoft Excel
Timeline
Payroll Specialist I
Asure Software
02.2023 - 09.2024
Pharmacy Support Specialist
divvyDOSE/Optum
10.2021 - 02.2023
Business Operations Support Coordinator
Ingram Content Group
02.2021 - 09.2021
Customer Service Representative
Cigna
08.2019 - 01.2021
Insurance Benefits Analyst
Benefits Administration/State of TN
02.2016 - 04.2019
Bachelor of Science - Organizational Leadership
Bethel University