Customer Service Call Center
Resume:
SHANA D. WHITE
Eastern North Carolina
************@*****.***
A seasoned innovator, well-versed in multiple facets of Contracting and Consulting seeking an opportunity to leverage expertise by adding value to the production of quality deliverables; driving client retention and satisfaction.
EXPERIENCE
8/2023-PRESENT
INDEPENDENT CONTRACTOR
DOORDASH INC
●Providing customer service excellence via offerings of participating businesses in the local and surrounding markets.
●Setting and exceeding personal goals to generate revenue for DoorDash Inc as well as meeting and exceeding personal earning goals; earning income to support expenditures.
●Maintaining consistent ‘Platinum’ status by meeting metrics according to the awards program offered by DoorDash Inc.
10/2023-2/2024
PATIENT ACCESS REPRESENTATIVE
MINDLANCE/ ACCREDO SPECIALTY PHARMACY
●Served as a liaison between patients utilizing services via Accredo Specialty Pharmacy, medical facilities, insurance companies, and valid stakeholders to facilitate the delivery of medical therapeutics for patients diagnosed with Pulmonary Hypertension, Idiopathic Fibrosis and diagnoses requiring periodic infusion sessions. ***This assignment offered a five-month term.
●Flourished in a call center environment addressing multiple requests, at any given time, charting information in EMR (Electronic Medical Records) software in compliance with the Health Insurance Portability and Accountability Act (HIPPA) regulations.
●Expediated requests for tasks to be completed by offline resolution teams.
●Engaged with the Express Scripts ‘Ship Clearance’ team to coordinate timely shipments of therapies; requesting partial shipments as issues were resolved by stakeholders regarding prior authorizations (PAs), prescription updates, reauthorizations, and financial reconciliations.
●Researched issues regarding benefits coverages with pharmacists and doctor offices providing guidance to patients regarding confirmed financial parameters for medication coverage.
●Verified and confirmed services covered by the insurer to provide detailed info regarding deductibles, co-payments, and authorization status.
●Served as proxy during the application process for patients requiring copay assistance via foundations, patient assistance programs, and internal financial assistance programs. Qualified patients for funding to cover out-of-pocket costs, ensuring affordability of therapeutics.
●Followed the cadence of the prescription new referral life cycle, advising patients of next steps in the process.
●Assisted Patient Care Advocates (PCAs) with questions posed prior to placing orders for therapeutics to assure the patient’s qualification status.
●Worked with the accounting division to confirm reconciliation of balances.
12/2022-7/2023
PATIENT COUNSELOR
ECU HEALTH
●Demonstrated service excellence in a high-volume inbound call center environment answering 50 to 100 calls per day from patients and other individuals seeking assistance/information via ECU Health’s Central Business Office.
●Documented all accessed accounts in EPIC Hyperdrive.
●Proactively pursued self-pay accounts by collecting payments, modeling, and offering payment plan options.
●Provided financial analysis of uninsured and under-insured patient accounts, including identifying third party payer potential or financial assistance via Charity Care.
●Verified insurability via Real Time Verification (RTE) to validate coverage dating.
●Provided clarity on dates of service via Explanations of Benefits (EOBs) documentation.
●Fulfilled requests for detailed billing and claims information made by patients, insurance companies, records retrieval companies, and other entities. Provided information via mail and/or fax/email as requested and/or needed.
●Evaluated incoming correspondence sent via fax, email, and mail to determine appropriate responses to requests, inquiries, and complaints. Forwarded documentation to Medical Records as well as the Scanning department.
●Prepared data collection summaries to refer accounts for after-hours calls, forwarding said requests to designated queues for review and resolution.
●Performed other related responsibilities as required and/or requested including creating workers compensation and employee payroll deductions profiles. Provided pertinent information to insurance, law firms, and governmental entities. Forwarded pay in full requests to upper management.
2/2022-10/2022
COVID 19 TESTING ADMINISTRATIVE ASSISTANCE
LOGISTICS HEALTH INC. (LHI)/OPTUM SERVE
●Registered and checked-in patients seeking Covid-19 testing who may have been exposed to or were presenting symptoms.
●Validated and confirmed the patient’s private and personal information (PPI) throughout the registration and check-in process, while ensuring the safety of staff and patients alike via Personal Protective Equipment (PPE).
●Ensured quality control by reporting any discrepancies in patient data while adhering to Health Insurance Portability and Accountability Act (HIPPA) regulations.
●Performed any logistical tasks necessary to ensure site compliance with company standards of operation.
09/2018-4/2022
CARETAKER
●Provided transportation to routine and ad-hoc emergency visits, medical appointments, and infusion treatment sessions.
●Maintained and ensured a sterile living space including deep cleaning, maintenance, as well as daily household tasks.
●Ensured the proper stocking of household and personal needs, guaranteeing easy access.
●Mediated between patients and medical staff to provide insights, pose questions, concerns and communicate all adverse effects viewed and reported by patients.
●Assisted with home-rendered labs, as needed, to prepare for upcoming specialty appointments.
●Ensured prescribed medication dosages were readily available and taken.
●Served as proxy and advocate, validating HIPPA info in the case of medical emergencies.
5/2017-6/2018
MANAGEMENT CONSULTANT
ACCENTURE FEDERAL SERVICES (AFS)
Process Improvement/Quality Control Consultant
●Developed quality control and process improvement activities associated with maintenance and modernization efforts while serving on projects with the US Department of Health & Human Services (HHS) and the Internal Revenue Service (IRS).
●Provided documentation support and change management efforts via project deliverables, presentations, and client whiteboarding sessions.
●Created Standards of Protocol (SOP) for documentation such as process flows, templates, and the like, to establish historical references.
●Managed communication efforts with cross-functional teams increasing productivity.
●Provided forecasting models for clients based on future needs and goals.
8/2013-4/2017
SENIOR CONSULTANT/ STAFF TECHNOLOGIST
BOOZ ALLEN HAMILTON
General Management Consultant
●Supported creation and maintenance of the IRS Foreign Accounts Tax Compliance Act (FATCA) program-level Systems Architecture (SA) and project-level Business Systems Report (BSR) documents.
●Set standardized protocols of communication while serving as a liaison between FATCA management personnel, business analysts (BAs), and technical architects (TAs) to ensure content expectations were clear and concise based on current government mandates.
●Subsidized any gaps in content by maintaining the integrity of the Booz Allen FATCA SharePoint site; ensuring all pertinent documentation which included requirements, process diagrams, and Unified Work Requests (UWRs) were available and accessible.
●Established, maintained, and reconfigured SA and BSR document implementation schedules as scope of documentation evolved.
●Scheduled and managed additional working sessions for BAs and TAs to gather further insight into technical layout and capabilities of all FATCA systems addressed by documentation.
●Drove further engagement efforts program-wise by leading meetings including all stakeholders to disseminate the most up to date information on levels of effort (LOEs) required by Booz Allen contractors and subcontractors.
●Managed dissemination of correspondence between all stakeholders during review cycles of the documents until concurrence and sign offs.
General Management Consultant
●Developed and supported Standard Operations Procedures (SOPs) while serving as Managing Consultant of the IRS Affordable Care Act (ACA) Information Returns Intake (IRI) project-level Business Systems Report (BSR) and Design System Report (DSR) documents.
●Established and identified additional points of contact (POCs) responsible for milestones within the documentation lifecycle.
●Collaborated with IRI management personnel, business analysts (BAs), and technical architects (TAs) to meet government documentation mandates.
●Scheduled and managed additional working sessions, as needed, for BAs and TAs to gather further insight into the technical layout and capabilities of all IRI systems addressed within documentation, serving as catchall for gaps in info.
●Created and managed SOPs for correspondence between all stakeholders during documentation review cycles, until concurrence and sign offs.
Requirements Management Specialist
●Supported management of program-level requirements housed in IBM RequisitePro repository for IRS regulations involving the Affordable Care Act (ACA).
●Established assurance of availability of all requirements change requests (CRs), reference documents (RDOCs), and other forms of documentation as the ACA program entered its Current Production Environment (CPE).
●Established contact with product owners of pertinent program-level documents which included Business Systems Reports (BSRs) and Requirement Plans (RPs); ensuring documented requirements aligned with expectations referenced in said documents.
Business Analyst
●Produced clear and concise project-level requirements while serving as Requirements Specialist with the Corporate Data (CD) division of the Foreign Accounts Tax Compliance Act (FATCA) program; facilitators of a sector of the irs.gov website providing access to foreign financial institutions as well as individuals reporting foreign financial assets.
●Harnessed my extensive knowledge of current CD requirements criteria to create, update, and traced all requirements to adhere to components such as use cases, business rules, and reference documents (RDOCs), as well as duration of development in IBM Requisite Pro.
●Successfully re-engineered requirements written during previous releases to ensure correspondence with functionality requests outlined in the current Inventory Control Document (ICD) document, detailing the latest programming information per programmers, developers, and testers.
●Developed widely used proprietary documentation analyzed by developers, programmers, and testers.
●Updated the CD team Project Scheduler and Monthly One Pagers; deliverables distributed to program executives to ensure the status of all delegated tasks was accurately documented.
●Created collaboration cadences with developers, programmers, testers, and managers to ensure master ICD detailed all specified attributes.
●Lead collaborative sessions to gather information and gauge feasibility of expectations of the business.
Program Analyst
●Supported efforts as Logistics Coordinator with the IRS Windows 7 Deployment Team migrating all users from Windows XP to the latest Microsoft operating system used by all government entities.
●Managed and drove productivity as lead of the Phone Operations team, exceeding SLA requirements.
●Won trust of users to schedule migration appointments in an expeditious manner to meet and exceed milestones set by the client.
●Delivered detailed information to users regarding impending and current Windows 7 migrations while calming any anxieties associated with the migration process.
●Created follow-up cadences with users to ensure all phases of the migration process were completed.
●Trained new team members to be well informed, courteous, and professional while upholding the ethical values of Booz Allen Hamilton.
●Successfully contributed to team morale by taking on tasks delegated by Senior Associates while coordinating team events between management and new hires.
11/2005-8/2013
STRATEGY CONSULTANT/ STUDENT INFORMATION SYSTEMS ANALYST
IBM
●Obtained the distinction as one of the founding members of the GoArmyEd.com (GAE) Degree Mapping team tasked to execute the delivery of educational and support services to soldiers and stakeholders.
●Managed the academic structural needs of over three hundred colleges and universities participating in the GAE portal.
●Created, updated, and maintained college and university degree academic offerings via PeopleSoft Student Information System (SIS).
●Generated deliverable templates providing blueprints for students to guarantee the completion of degree requirements in a timely manner.
●Implemented batch processing and testing via File Transfer Protocol (FTP) to ensure the highest quality of all deliverables.
●Conducted periodic training for colleagues and management to promote professional development.
●Performed testing via SQL using Tool for Oracle Applications Developer (TOAD) to assure quality control of academic program information.
●Conducted remote quality assurance surveillance of GoArmyEd Helpdesk agents.
●Gauged ‘Helpdesk’ and ‘Student Support’ performance based on cases submitted by soldiers, school administration, and Army personnel expressing satisfaction with services rendered or lack thereof, providing resolution to any issues experienced by Army Educational Counselors (ACES) and additional stakeholders.
●Served as lead of the ‘GoArmyEd Highlights’ endeavor serving our target audience of soldiers and personnel, providing info on features offered by the GoArmyEd portal.
●Corresponded with Servicemembers Opportunity Colleges (SOC) liaisons; meeting service level agreements (SLAs) in accordance with the expectations of all stakeholders.
EDUCATION
8/1998-5/2002
BACHELOR OF ARTS
BROADCAST NEWS AND MASS COMMUNICATIONS, NORTH CAROLINA A&T STATE UNIVERSITY
SKILLSETS
CAPABILITIES-BASED
Agile/Scrum
Call Center/ Customer Service/ Customer Support
Change Management
Documentation/ Intellectual Capital Management
General Management Consulting
Strategic Consulting
Independent Contracting
Information Technology (IT) Solutions Consulting
Client Services
Healthcare Administration
Process Improvement
Project Management
Quality Assurance/ Quality Control
Requirements Writing/ Solicitation
SOFTWARE/PLATFORM-BASED
Rx: Home
Confluence
EPIC Hyperspace
File Transfer Protocol (FTP)
Google Suite
IBM Requisite Pro
Jira
Microsoft Suite
PeopleSoft Student Information System (SIS)
Pipedrive
Rational Requirements Composer (RRC) Exposure
Salesforce
SharePoint
Tool for Oracle Apps Developer (TOAD)
Proprietary Mobile-based Applications
PROFESSIONAL ACCOMPLISHMENTS AND AFFILIATIONS
IRS Public Trust Successfully Adjudicated (2014)
IC Agile Certified Professional (2016)
Member of the I.B.P.O.E.W (2020-present)
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