Shanelle A. Penn

Phone: 717-***-****

Professional Summary

Clearance of Secret Federal background check included Finger printed. December 2011. I have over 20 years of experience in an Office setting in Customer Service, Record Management, Call Center, and most recent Client Support ranging from Healthcare, Insurance, Billing, Data Entry and Collections. I go above and beyond and take pride in my work and role in helping. Excellent in achieving Company goals with ease. Objective

I am interested in this position because I have the experience in helping People, Problem Solving, Utilizing all Resources provided, Calm Demenour in fast pace setting, Excellent Balance of priorities for timely completion, Able to work independently as well as Collaborate well with Peers, Very detailed, organized, quick and disciplined. I am able and want to help the Company reach Quota/Deadlines in a timely manner as well as any Customer in need. Work Experience

Continuum Global Services (CVS Specialty Pharmacy) Harrisburg, PA REMOTE PATIENT SERVICE REPRESENTATIVE 10/2022 - Present 2nd shift Customer Service Representative Answering a high volume of inbound calls in a timely manner. Assisting Patient's in a polite compassionate manner to ensure receipt of life sustaining medication from Specialty Pharmacy. Assisting Patients to better health by answering questions, updating insurance, processing claims, accurately notating accounts, scheduling prescription medication refills. Making outbound calls to Dr Offices to obtain prescriptions. Making outbound calls to Insurance Companies to ensure a paid claim. Making outbound calls to Pharmacies to transfer prescriptions. Researching in numerous computer applications/systems to result in problem resolution. Interacting with coworkers on Patient accounts to get answers for every account. Very High volume and fast paced environment.

Kelly Services hired on to Anesthesia Business Consultants Harrisburg, PA CLIENT SUPPORT /CUSTOMERSERVICE (MEDICAL BILLING) 03/2016 - 03/2021 Drove to Surgery Centers and Hospitals to pick up anesthesia charges using my own vehicle. Kept count of Charges

/ EMR's received. Prepared, taped and stamped all time sensitive Anesthesia records/ charges to scan. Called Patients/Facilities for any missing insurance information that was not found using EPIC. If not received the Patients' on an Insurance tracker spreadsheet for follow up. Scanned deposits and credit card payments received by mail. Multitasked, Answered incoming calls while scanning and batching. Happily assisted Patients with questions using Patient First, received payment by phone. Made outbound calls to collect on delinquent accounts. Acted as a Lead. Ordered office supplies. Trained New-Hires of the daily functions, provided material, knowledge of the job and created notes for them. Recorded daily procedure count on an excel workflow spreadsheet and emailed to Physicians daily. Corresponded with Manager via email throughout the day of issues, accounts, and deadlines. Worked Independently with very little Supervision. Kelly Services ( DST Health Solutions ) Harrisburg, PA CLAIMS SPECIALIST (MEDICAL CLAIMS) ONSITE & REMOTE 09/2014 - 03/2016 Analyze and adjudicate Medical claims. Approved or Denied by following the guidelines in accordance with Policies and Procedures using the websites and tools provided to make the proper decision. Worked out of various queues to assist others with processing to prevent aging claims. Approved to work from home (remote) based on meeting attendance requirements on site. Completed An additional 30 hours overtime remotely to ensure claims are not aging. Provided count of claims processed and time spent. Shanelle A. Penn

Phone: 717-***-****

PHEAA Harrisburg, PA

RECORDS MANAGEMENT CLERK (FEDERAL LOAN) 08/2011 - 08/2013 Received, Opened and separated Federal mail. Placed the correct dated stamp on time sensitive mail consisting of Court documents, Death certificates and Disability forms. Searched for Social Security Numbers by the case number provided using Federal Government System, Pacer. Created, Typed and printed barcode sheets for each Social Security Number prepared them for scanning to be added to the system archive/vault for storing. Made copies of documents as needed. Responsible for Quality Assurance of work and to check the work of other Employees to ensure accuracy to prevent the Company from paying for Credit monitoring if an error shall occur. Kept track of all work done that day to maintain 100%. Assisted other Teams within the Department with their work load when work was completed. Maintained perfect Attendance. PHEAA Harrisburg, PA

CUSTOMER SERVICE REPRESENTATIVE / CALL CENTER (STUDENT GRANTS) 04/2011 - 08/2011 Received high volume of inbound calls from Students inquiring about their state grant using the system provided and multiple screens. Advised of award amount and when funds would be disbursed to the School/Student. Informed the Student of qualifications and requirements for the Grant. Transferred calls for assistance in other departments if needed. Verified and updated personal information for each call. Kelly Services ( DST Health Solutions) Harrisburg, PA PROVIDER MEMBER MAINTENANCE ANALYST (MEDICARE D) 12/2007 - 01/2009 Received and Reviewed Medicare D Applications from Members needing to enroll. Used tools and System provided to update Member account. Determined and Researched which program they were qualified for based on Patient information sent in using multiple screens. Sent letters to advise if any additional info was needed. Called Member if we were not able to contact by mail. When missing info was received from Member, processed the application. Kept track of all records worked and time spent that day ensuring to meet quota. Dr. Bush Family and Internal Medicine Harrisburg, PA MEDICAL BILLING AND CODING (OFFICE STUDENT INTERNSHIP) 06/2005 - 07/2005 Verified Patient Medical Insurance information for billing purposes. Prepared, Generated and evaluated CMS-1500 forms ensuring correct Patient information, procedure code, date of service, Provider charges, ect. Received Patient payments and posted to account. Answered phones, made appointments, called patients with test results. Sent faxes, made copies, filed and pulled charts. Wrote out deposit slips. HIPAA Compliant Education

Vocational/Technical Certificate, Medical Billing and Coding 06/2004 - 07/2005 Thompson Institute

Qualifications And Achievements

Skillls 10/01/2003

I maintained a 3.2 grade point average while attending Thompson. Courses Studied - Medical Terminology, Basic and Advanced Health Insurance, General Office Procedures, Dental Shanelle A. Penn

Phone: 717-***-****

Office Procedures, Coding, introduction to ICD-9, CPT and HCPCS, Introduction to CMS-1500, Medisoft Patient Billing, UB-92 forms, HIPAA, Knowledge of medical transcription. Knowledge of Medical Terminology,

EPIC/ EMR, General Office Procedures, Patient Billing, HIPAA Compliance Type 47+ wpm, Proficient in Microsoft Word, Outlook, Excel Skilled in 10 key data entry

References are available upon request

Shanelle A. Penn

Phone: 717-***-****