Shelby Palmer
Shepherd,MI
Summary
Dependable Dedicated Client Service Manager serving diverse needs of clients through active communication and responsive engagement with healthcare services and their employers. Skilled at communication and documentation in a fast paced setting. Maintains highest standards of ethics, professionalism, regulatory compliance to ease common stressors and improve overall service with positive attitude.
Overview
5
5
years of professional experience
Work History
Dedicated Client Service Manager
UnitedHealthcare
05.2024 - Current
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
- Reached out to insurance representatives and resolved issues with claims, holding billing offices accountable for errors and advocating for patient health.
- Assisted with data collection, data entry and report generation on various departmental related activities.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Educated clients on insurance policies and procedures.
Community & State SDOH Navigator
United HealthCare
09.2022 - 05.2024
- EEX / MEX Champion
- Beta tester for company roll-out of new MyLearning platform
- Responsible for all documentation of team meetings
- Develop and maintain relationships with community organizations and resources to support the social determinants of health needs of our members
- Collaborate with the employer to develop innovative solutions for addressing social determinants of health in the community
- Collaborate with healthcare providers to develop and implement strategies to address social determinants of health for our members
- Coordinate with local agencies and organizations to build partnerships and enhance the availability of social services for underserved populations
- Interacting with members to ensure they have a single point of contact to help them navigate the complex healthcare system
- Ensuring members have all necessary information to make informed decisions regarding their healthcare
- Navigating complex issues for our members and coordinating with providers to ensure the members' needs are met
- Assisting in special projects to significantly improve workflow and efficiency
- Ensured HIPAA compliance with diligent attention to patient confidentiality in handling sensitive information
Senior Customer Service Representative
FCR
07.2021 - 12.2021
- Maintained high-quality standards in all documentation by proofreading, editing, and adhering to company guidelines
- Responded to 200+ emails daily while taking in-bound calls
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer needs
- Researched and rapidly resolved client conflicts to maintain key accounts
- Identify and recommend process improvements to enhance customer satisfaction and increase efficiency
- Responded to website and email inquiries within two business days to maintain customer satisfaction and generate positive reviews
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction
- Directed and led employees, supervising activities to drive productivity and efficiency
- Reviewed vendor invoices and expense reports, identifying discrepancies
Assistant Manager
Bacco Farms Provisioning Center
02.2020 - 10.2020
- Account Management: clearly communicating with all accounts and professionally documenting
- Quickbooks management for business
- Provided guidance and training to employees to ensure workflow efficiency
- Resolved customer service issues using company processes and policies and provided updates to customers
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Leveraged consistent, successful strategies to meet and exceed performance expectations
- Directed and led employees, supervising activities to drive productivity and efficiency
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand
- Collaborated with store manager to develop strategies for achieving sales and profit goals
- Communicated with vendors to facilitate timely payments and reduce outstanding accounts receivable
- Reviewed vendor invoices and expense reports, identifying discrepancies
Education
High School Diploma -
Grand Blanc Community High School
Grand Blanc, MIBachelor of Science - Psychology
Central Michigan University
Mount Pleasant, MI12-2027
Skills
- Problem Solving
- Multitasking and Prioritization
- Experience in Leadership
- Calm and Professional Under Pressure
- Professional Documentation
- Courteous with Strong Service Mindset
- Efficient and Detail-Oriented
- Verbal and Written Communication
- Call center experience
- HIPAA Compliance
- MS Office Products
Timeline
Dedicated Client Service Manager
UnitedHealthcare
05.2024 - Current
Community & State SDOH Navigator
United HealthCare
09.2022 - 05.2024
Senior Customer Service Representative
FCR
07.2021 - 12.2021
Assistant Manager
Bacco Farms Provisioning Center
02.2020 - 10.2020
High School Diploma -
Grand Blanc Community High School
Bachelor of Science - Psychology
Central Michigan University
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