Remote Office Support Specialist Candidate with 20+ Years Experience

Shantel Watson

Valdosta, GA 229-***-**** ***************@*****.***

PROFESSIONAL SUMMARY

Results-oriented Professional with over 20 years of experience in healthcare-focused customer service, patient advocacy, and insurance navigation. Expert in resolving complex billing discrepancies, securing prior authorizations, and delivering empathetic support in high-volume remote environments. Proven track record at industry leaders like Cigna and Accredo, dedicated to improving patient outcomes and operational efficiency. CORE STRENGTHS

● Healthcare Operations: Medical Terminology, Insurance Verification, Prior Approvals, Medicare/Medicaid Knowledge, Medication Coordination.

● Customer Excellence: De-escalation, Complex Billing Resolution, Technical Troubleshooting, Member Education.

● Technical Proficiency: CRM Systems, VoIP Systems, Remote Work Software, HIPAA Compliance, Documentation.

PROFESSIONAL EXPERIENCE

Teleperformance Agency Technical Support / Billing Specialist Oct 2025 – April 2026

● Provided high-level technical support, troubleshooting device activation and connectivity issues for a diverse customer base.

● Successfully resolved complex billing discrepancies and managed sensitive account updates, maintaining a high first-call resolution rate. Caregiver Patient Care Coordinator March 2020 – July 2025

● Managed comprehensive daily health monitoring and coordinated specialized medical transportation and prescription schedules.

● Acted as a primary liaison between healthcare providers and insurance companies to ensure continuity of care and coverage.

● Administered specialized IV medications and maintained detailed medical logs. Adecco Temp Agency Customer Service Representative (Remote) Aug 2022 – Sept 2023

● Facilitated end-to-end sales completions and package tracking using internet-based phone systems.

● Consistently met performance metrics regarding call quality and customer satisfaction. Accredo Specialty Pharmacy / Express Scripts Senior Patient Care Advocate Oct 2013 – March 2020

● Managed specialized care for Cystic Fibrosis patients, serving as the critical link between physicians, pharmacies, and insurance providers.

● Insurance Navigation: Expertly handled complex insurance transitions and secured prior approvals to prevent interruptions in life-sustaining care.

● Problem Resolution: Researched and resolved high-stakes medication issues, including claim rejections and specialty shipment logistics.

● Collaboration: Partnered with pharmacists and technicians to ensure the timely delivery of specialty medications and accurate documentation in CRM systems. Convergys Technical Support Representative Feb 2012 – June 2014

● Diagnosed and resolved technical hardware and software issues, including error codes and system functionalities.

● Managed billing queries and service upgrades while maintaining detailed records of customer interactions.

EDUCATION & CERTIFICATIONS

● Contact Tracer Certification Johns Hopkins University (March 2021)

● Health Information Technology (Medical Terminology) Wiregrass Georgia Technical College

● Psychology Coursework Valdosta State University

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