Shondaci Norwood
Oklahoma City,OK
Summary
Award certificate customer service engagement
Overview
10
10
years of professional experience
1
1
Certification
Work History
Care Engagement Specialist
Centene
05.2024 - 11.2025
- Verifies patient insurance coverage for medications, supplies, and related pharmacy services.
- Engages with members to ensure completion of health reminders, schedule doctor appointments, and track progress for annual health rewards.
- Subject Matter Expert (SME) in Prior Authorization processes, assisting with full Medicare and Medicaid verification for medications and supplies.
- Exhibits exceptional organizational skills, multi-tasking abilities, and high attention to detail in meeting deadlines.
- Knowledgeable in HIPAA compliance, Managed Care, Medicare, Medicaid, and Commercial Insurance plans.
Customer Service Representative
Principle Choice Solutions
07.2023 - 05.2024
- Provided specialized assistance to veterans, including claim resolution and adjustments in collaboration with finance.
- Supported emergency room visit claims and managed customer inquiries regarding health coverage and claims.
- Demonstrated a strong understanding of HIPAA and excellent customer service communication.
Pharmacy Help Desk Representative
UnitedHealthcare
06.2018 - 07.2023
- Acted as SME in verifying patient insurance coverage for medications, supplies, and pharmacy services.
- Managed Prior Authorization processes and collaborated with insurance companies and healthcare providers.
- Provided comprehensive Medicare and Medicaid verifications for medications and related pharmacy services.
- Participated in testing and implementing system updates for improved service delivery.
Warehouse Associate
Amazon Fulfillment Center
04.2020 - 12.2020
- Efficiently performed order picking, packing, and record-keeping tasks with high accuracy and speed.
- Maintained cleanliness and organization of work areas, meeting 98% of inspection standards.
- Ensured compliance with Amazon's packaging specifications, consistently meeting performance targets.
Call Center Representative
Sitel
02.2017 - 07.2018
- Managed wire and stop payment requests and provided customer support for business accounts.
- Assisted with onboarding, account maintenance, and review of documentation for business, trust, IRA, and CD products.
- Provided technical support for banking services and promoted additional banking products and services.
Customer Service Shift Manager
Dollar General
09.2015 - 02.2017
- Supervised shifts and led teams in achieving high morale and production.
- Collaborated with managers to present weekly and monthly performance metrics.
- Conducted associate performance evaluations, developed training plans, and ensured task completion.
Education
High School Diploma - undefined
Crooked Oak High School
Oklahoma City, OK01.2015
Skills
- Customer Service & Communication
- Claims & Prior Authorization Processes
- HIPAA Compliance
- Medicare & Medicaid Knowledge
- Insurance Verification & Coverage
- Problem Solving & Multitasking
- Leadership & Team Development
- Pharmacy Services Expertise
- Technical Support (Help Desk)
- Microsoft Office Suite (Excel, Word)
Certification
Driver’s License
ADDITIONAL SKILLS & EXPERIENCE
- Extensive experience with account management, banking services, medical terminology, and warehouse operations.
- Strong technical skills including computer networking, software troubleshooting, and help desk support.
- Demonstrated leadership abilities, including staff training, performance evaluations, and team coordination.
Timeline
Care Engagement Specialist
Centene
05.2024 - 11.2025
Customer Service Representative
Principle Choice Solutions
07.2023 - 05.2024
Warehouse Associate
Amazon Fulfillment Center
04.2020 - 12.2020
Pharmacy Help Desk Representative
UnitedHealthcare
06.2018 - 07.2023
Call Center Representative
Sitel
02.2017 - 07.2018
Customer Service Shift Manager
Dollar General
09.2015 - 02.2017
High School Diploma - undefined
Crooked Oak High School