Versatile Case Manager and Client Advocate

PROFESSIONAL SUMMARY

Skilled in client advocacy and case assessment, leveraging strong

organizational and time management abilities to support diverse client needs. Experienced in problem-solving and team collaboration, ensuring optimal outcomes in complex situations. Seeking to apply these strengths in a new role as a Case Manager to enhance client support and care coordination. SKILLS

• Client advocacy • Ethical practice

• Case assessment • Cultural history

• Positive attitude • Problem-solving

• Multitasking and organization • Time management

• Active listening • Decision-making

• Team collaboration

CONTACT

346-***-****

shanflann65@gmail.com

Houston

EXPERIENCE

Case Manager Specialist

NOV 2024 - PRESENT AIG, Houston, TX

Medical Debt Collector

JAN 2021 - SEP 2024 Avante USA, Houston, TX

Customer Service Manager

JUN 2019 - JAN 2021 SMS assist, Phoenix, AZ

• Maintained a high level of professionalism, confidentiality, and discretion when dealing with sensitive information.

• Assisted clients in navigating complex healthcare systems by providing education on insurance coverage options. Coordinated resources between internal departments as well as external agencies to ensure the best possible outcome for the client.

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• Collaborated closely with multidisciplinary teams composed of physicians, nurses, and social workers to ensure continuity of care.

• Developed strong organizational and time management skills while managing multiple cases simultaneously.

• Managed a large portfolio of delinquent accounts, including medical bills and insurance claims.

• Performed related administrative duties to service and collect accounts.

• Utilized collection software to keep detailed notes of customer interactions.

• Received inbound calls from customers to negotiate payment arrangements.

• Advised patients on available options for paying off their medical debts.

• Investigated customer complaints about billing errors or discrepancies in payments.

• Managed inbound calls from customers; addressed inquiries, complaints, and other requests for assistance. SHANICE FLANNAGAN

• Utilized problem solving techniques to quickly resolve escalated issues from customers.

• Interacted with customers to quickly handle escalated queries and complaints.

• Recruited and trained employees, fostering customer service mission and objectives.

• Lead team of customer service representatives to ensure quality standards are met. REFERENCES

References available upon request

Contact this candidate