Experienced Administrative & Group Implementation Specialist

DANIELLE R. SHORTER

Richmond, VA ***** 540-***-**** *******@***.***

Professional Summary

Detail-oriented and dependable professional with 15+ years of experience in administrative support, customer service, and group implementation within the dental and health insurance industry. Known for exceptional communication, organizational skills, and the ability to manage multiple responsibilities in fast-paced environments. Passionate about improving customer satisfaction and streamlining operational processes.

Skills & Certifications

• Customer Service & Support

• Group Implementation & Renewals

• Insurance Verification & Documentation

• Process Improvement

• Telephone & Email Etiquette

• Training & Onboarding

• Data Entry & Reporting

• Strong Attention to Detail

• Life, Health, and Annuities License

Professional Experience

Delta Dental of Virginia — Roanoke, VA

Group Implementation Specialist & Marketing Clerk (September 2009 – November 2024)

• Appointed brokers across Virginia for Dental and Vision plans.

• Processed Agent of Record and Book of Business changes, including terminations via the Bureau of Insurance.

• Assisted in launching new individual and group dental/vision plans and system implementations.

• Trained new team members and supported Sales Representatives with group onboarding and renewals.

• Managed delivery of marketing materials, benefit summaries, and contracts.

• Maintained provider and supply lists and ensured timely, accurate distribution of marketing assets.

• Handled customer inquiries, commission reports, and internal team support tasks. Carilion Clinic — Roanoke, VA

Patient Access Financial Representative (March 2005 – October 2008)

• Registered patients for outpatient and inpatient services while collecting and verifying insurance information.

• Secured authorizations for radiological and surgical procedures.

• Provided uninsured patients with financial aid forms and updated patient records.

Anthem BCBS — Roanoke, VA

Administrative Clerk II (January 1999 – January 2005)

• Managed document filing, data entry, and broker communication for insurance applications.

• Answered and routed calls, processed mail, and supported other departments with administrative tasks.

• Maintained personnel records and utilized spreadsheets and publishing tools for internal operations.

Systems & Technology

• EPIC (Electronic Health Records)

• HealthEdge

• DCS

• Salesforce (CRM)

• ImageRight (Document Management)

Education

Virginia Union University — Richmond, VA

Bachelor of Science in Biological Science (Expected Graduation: May 2026)

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