Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
AccountManager
Shonta Jacobs

Shonta Jacobs

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Owner/Operator

VOG Cleaning and Services
08.2011 - Current
  • Cleaning and providing miscellaneous services t residential and business offices.

Prior Authorization Specialist

West at Home - Alorica
09.2022 - 02.2023
  • Input all patient data regarding claims and prior authorizations into system accurately.
  • Analyzed medical records and other documents to determine approval of requests for authorization.
  • Provided prior authorization support for physicians, healthcare providers and patients in accordance with payer guidelines.
  • Evaluated clinical criteria for approval or denial of services requiring pre-authorization.
  • Reviewed appeals for prior authorization requests and communicated with payers to resolve issues.
  • Researched denied claims and contacted insurance companies to resolve these issues.
  • Fielded telephone inquiries on authorization details from plan members and medical staff.
  • Tracked referral submission during facilitation of prior authorization issuance.
  • Communicated with people from various cultures and backgrounds on application process.
  • Assisted clients with completion of applications and paperwork.
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.

Marketing rep

Alorica
06.2018 - 04.2021
  • For Mail order healthcare provider
  • Performed data entry for orders, customer information, shipments, and medications
  • Managed client records
  • Set up client appointments
  • Performed customer service surveys
  • Provided policy and service information
  • Assisted customers with a warm and professional attitude
  • Answered general questions
  • Responded to claim inquiries
  • Responsible for tracking and maintaining inventory
  • Handled online orders and credit card transactions
  • Determined customers' needs and provided brand awareness and recommendations to fulfill requirements.
  • Responded to customer inquiries promptly and professionally to increase customer satisfaction.
  • Analyzed industry trends and benchmarked competitors to inform marketing strategies.
  • Acquired, developed and frequently serviced over [50] new accounts.
  • Identified appropriate marketing channels and target customers for campaigns.
  • Conducted primary and secondary research to better understand customer needs and behaviors.
  • Utilized specialized software to capture and process data.
  • Used various market research tools and techniques to gather, analyze and interpret data.

Patient Account Recovery Specialists

Medco Services
01.2020 - 03.2020
  • Inbound and outbound calls to collect payment on patient hospital accounts
  • Provided account oversight, validating practices and verifying contract compliance.
  • Evaluated pending service calls daily for assigned customers.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Responded to customer inquiries and provided detailed account information.
  • Maintained accurate records of customer accounts, payments and payment plans.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Researched billing errors and discrepancies to initiate corrective action.
  • Established relationships with customers to encourage payment of delinquent accounts.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.

Customer Service Representative

Amazon Flex
04.2019 - 09.2019
  • Assist customers with account activity, such as order confirmation, refunds, shipping info, and account maintenance.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.

Church Administrator

The Stone Christian Center
12.2014 - 03.2019
  • Keep church calendar updated, ensure meetings, deadlines and quotas are met, accommodate guests and guest speakers, assist the pastor and follow up with invites and events, schedule and plan group meetings and one on one meetings, newsletters and announcements
  • Accomplishments
  • Taking stress on other leadership and the pastor.
  • Directed administrative and secretarial support for pastors, program directors and volunteers at church.
  • Maintained church calendar by collecting information about upcoming events and reserving appropriate spaces for regular meetings and special activities.
  • Handled church correspondence, member database and building scheduling.
  • Created and updated membership rosters, church documents and basic reports.
  • Greeted visitors, callers and members of congregation courteously and promptly
  • Coordinated office events, seminars and meetings for staff and clients.
  • Created organized filing system to manage department documents.
  • Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
  • Completed bi-weekly payroll for 15 employees.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Cultivated strong relationships with vendors and partners supporting administrative operations.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.

Education

Associate of Science - Human Resource Management

Virginia College
Birmingham, AL
09.2011

None - Computer Information Systems

Calhoun Community College, CISJ. F. Drake State Technical College
Huntsville
2008

Certified in Data entry and office filing - Business Administration

North Alabama Career Center
Huntsville, AL
2004

Skills

  • Skills Used
  • Office administration, customer service, communication, marketing
  • Healthcare Advocate
  • Alorica - Huntsville, AL
  • June 2018 to February 2019
  • Inbound call center for Horizon BCBS of NJ Provider Services
  • Customer Service Representative
  • DirecTv - Huntsville, AL
  • 2014 to 2014
  • Inbound calls for troubleshooting, payments, upgrades, questions, billing, and sales
  • Customer Support Specialist
  • Verizon Wireless - Huntsville, AL
  • 2013 to 2014
  • Inbound and outbound calls for troubleshooting, General information and questions, sales, payments, etc
  • Environmental Services Aide
  • Huntsville Hospital - Huntsville, AL
  • 2010 to 2011
  • Maintaining the cleanliness throughout the hospital, with a concentration of the emergency room and x-
  • Ray department, some interactions with patients needing assistance
  • MDA - Huntsville, AL
  • 2007 to 2009
  • Contacting residents and company executives in an attempt to have them participate in events involving
  • Raising money and donating it to the Muscular Dystrophy Association
  • Resume
  • Office Administrator
  • D&H Enterprises - Huntsville, AL
  • 2005 to 2009
  • Responsible for payroll for 15 employees
  • Preparing proposals, bookkeeping
  • Customer service, customer contacts and follow-ups
  • Assisted in personal bookkeeping and billing for the owner
  • Telemarketer
  • Value Village - Huntsville, AL
  • 2004 to 2004
  • Responsibilities included contacting residents who previously donated household items in an attempt to
  • Get donations for the current year
  • Thermal Sash windows and doors - Huntsville, AL
  • 2003 to 2004
  • Cold calling residences located throughout Alabama, Mississippi, Tennessee, and Georgia offering free
  • Estimates on home improvement
  • Certifications and Licenses
  • Driver's License
  • Assessments
  • Call Center Customer Service — Highly Proficient
  • May 2020
  • Applying customer service skills in a call center setting
  • Full results: Highly Proficient
  • Administrative Support — Proficient
  • June 2020
  • Using basic scheduling and organizational skills in an office setting
  • Full results:
  • Proficient
  • Receptionist — Expert
  • March 2020
  • Using basic scheduling, attention to detail, and organizational skills in an office setting
  • Full results: Expert
  • Attention to Detail — Expert
  • April 2020
  • Identifying differences in materials, following instructions, and detecting details among distracting
  • Information
  • Data Entry Clerk — Highly Proficient
  • December 2019
  • Maintaining data integrity by detecting errors
  • Filing & Organization — Expert
  • September 2018
  • Measures a candidate's ability to arrange and manage files or records using a set of rules
  • Scheduling — Proficient
  • January 2020
  • Cross-referencing agendas and itineraries to avoid scheduling conflicts
  • Full results: Proficient
  • Accounting Skills: Bookkeeping — Familiar
  • February 2020
  • Calculating and determining the accuracy of financial data
  • Full results: Familiar
  • Typing — Completed
  • Transcribing text using a standard keyboard
  • Full results: Completed
  • Data Entry — Proficient
  • Entering data quickly and accurately
  • Written Communication — Proficient
  • Best practices for writing, including grammar, style, clarity, and brevity
  • Customer Focus & Orientation — Familiar
  • Responding to customer situations with sensitivity
  • Customer Service — Familiar
  • Identifying and resolving common customer issues
  • Active Listening — Familiar
  • Actively listening and appropriately responding in conversations
  • HR: Compensation & benefits — Proficient
  • January 2022
  • Knowledge of compensation and benefits programs
  • Management & leadership skills: Planning & execution — Proficient
  • Planning and managing resources to accomplish organizational goals
  • Recruiting — Proficient
  • Managing the candidate sourcing and selection process
  • Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
  • Development in any professional field
  • Marketing
  • Approachable and Outgoing
  • Employee Motivation and Performance
  • Consulting
  • Training and Development
  • Customer Relations
  • Coaching and Mentoring
  • Accounts Payable and Accounts Receivable
  • Leadership and People Development
  • Verbal and Written Communication
  • Business Administration
  • Client Service
  • Human Resource Management
  • Payroll Preparation

Certification

Microsoft office (10+ years) File clerk (10+ years) Customer Service Representative (10+ years) Accounting (2 years) Bookkeeping (6 years) Basic Computer Skills (10+ years) Call Center (3 years) Cashier (3 years) Cleaning (10+ years) Curriculum Development (2 years) Office Management (6 years) Assembly (2 years) Windows Xp (10+ years) Written Communication (10+ years) Word Processing (10+ years) Leadership Development (2 years) Public Speaking (7 years) Payroll (5 years) Teaching (6 years) Human Resources (4 years) Editing (3 years) Customer Service Customer Care CSR Customer Support, Sales, Retention Medical Insurance Communication skills (10+ years) Marketing Communications (Less than 1 year) Data entry (10+ years) Administrative Skills (10+ years) Telecommunication (7 years) Telemarketing (10+ years) Outlook (10+ years) Experience with Children (10+ years) Accounting (3 years) Assembly Experience (2 years) Basic Math (10+ years) Basic Computer Skills (10+ years) Teaching (10+ years) Creative Writing (10+ years) Oral Communication (10+ years) Counseling (5 years) Training & Development (4 years) Presentation Skills (10+ years) Hair Styling (10+ years) Leadership Experience (10+ years) 10 Key Calculator (10+ years) Cold Calling Environmental Services Microsoft Powerpoint Outbound Sales Accounts Receivable Adobe Acrobat (2 years) English HIPAA (10+ years) Event Planning QuickBooks Organizational Skills (10+ years) Personal Assistant Experience Typing (10+ years) Medical Billing (1 year) Office Experience (10+ years) Email Marketing Medical Coding Time management

Additional Information

  • Willing to relocate: Anywhere, Authorized to work in the US for any employer

Timeline

Prior Authorization Specialist

West at Home - Alorica
09.2022 - 02.2023

Patient Account Recovery Specialists

Medco Services
01.2020 - 03.2020

Customer Service Representative

Amazon Flex
04.2019 - 09.2019

Marketing rep

Alorica
06.2018 - 04.2021

Church Administrator

The Stone Christian Center
12.2014 - 03.2019

Owner/Operator

VOG Cleaning and Services
08.2011 - Current

Associate of Science - Human Resource Management

Virginia College

None - Computer Information Systems

Calhoun Community College, CISJ. F. Drake State Technical College

Certified in Data entry and office filing - Business Administration

North Alabama Career Center

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Shonta Jacobs