Customer Service Client Services

SHANA D. WHITE

Eastern North Carolina • 252-***-**** • ************@*****.***

Professional Summary

Dynamic and adaptable professional with 10+ years of experience in consulting, client services, and healthcare administration. Proven ability to streamline processes, improve service delivery, and build strong stakeholder relationships across corporate and government sectors.

Professional Experience

Independent Contractor DoorDash, Inc. — 2023–Present

Provide excellent customer service while maintaining top “Platinum” status for performance metrics.

Achieve consistent revenue goals through strategic market engagement.

Patient Access Representative Mindlance / Accredo Specialty Pharmacy — 2023–2024

Acted as liaison between patients, providers, and insurers to coordinate specialty medications.

Verified benefits, processed authorizations, and secured financial assistance for patients.

Maintained compliance with HIPAA and EMR documentation standards.

Patient Counselor ECU Health — 2022–2023

Supported high-volume call center (50–100 calls/day) for billing and insurance inquiries.

Managed payment plans, charity care, and claim resolutions in EPIC Hyperdrive.

Delivered consistent service excellence and financial guidance to patients.

Administrative Assistant (COVID-19 Testing) Logistics Health Inc. / OptumServe — 2022

Registered and validated patient data for testing services; ensured HIPAA compliance.

Maintained safety and site compliance through quality control practices.

Caretaker (Private) — 2018–2022

Coordinated medical care and daily living support, ensuring continuity of treatment.

Served as patient advocate during healthcare interactions.

Management Consultant Accenture Federal Services — 2017–2018

Led quality control and process improvement for HHS and IRS modernization projects.

Developed SOPs, process documentation, and cross-functional communications.

Senior Consultant Booz Allen Hamilton — 2013–2017

Supported IRS programs (FATCA, ACA) in requirements management and documentation.

Managed stakeholder communication and quality assurance for federal initiatives.

Facilitated working sessions between technical and business teams to ensure compliance.

Strategy Consultant IBM — 2005–2013

Founding member of GoArmyEd Degree Mapping team; supported 300+ universities.

Managed academic data, performed quality assurance, and led stakeholder engagement.

Education

B.A., Broadcast News & Mass Communications — North Carolina A&T State University

Certifications & Affiliations

IC Agile Certified Professional (2016)

IRS Public Trust Adjudicated (2014)

Member, I.B.P.O.E.W (2020–Present)

Technical Skills

EPIC, Salesforce, SharePoint, Jira, Confluence, PeopleSoft SIS, IBM RequisitePro, Microsoft Suite, FTP, TOAD, Google Suite

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