Shakira Hayes, Expert Customer Service Specialist

Experience

Amerisource Bergen

Aug 2022 – Feb 2023

Remote-United States

Patient Access Specialist

1. Provides advanced services to patients, providers and caregivers. Services could include but not limited to: a. Billing and coding support b. Claims assistance, tracking and submission c. Prior authorization assistance and tracking d. Coordination of benefits e. Benefit verification result call f. Welcome calls g. Advanced alternate coverage research h. Appeals/Denials i. Intakes and reports adverse events as directed. 1. Provides exceptional customer service to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly. 2. Establishes themselves as regional experts regarding payer trends and reports any reimbursement trends/delays to management team (e.g. billing denials, claim denials, pricing errors, payments, etc.). 3. Processes any necessary correspondence. 4. Coordinates with internal and external service providers to ensure services are performed in accordance with program policy and within expected service level agreements (SLA). 5. Maintains confidentiality in regards to all patient sensitive information. 6. Works on problems of moderate scope where analysis of data requires a review of a variety of factors. Exercises judgment within defined standard operating procedures to determine appropriate action. 7. Required to be self-motivated, working from a queue (phone or system). Expected to perform work in accordance with defined standard operating procedures. Management will monitor queues and provide active feedback as required. 8. Performs related duties as assigned, could include well defined services generally performed by other program representatives (e.g. benefit verifications, PAP determinations).

Grifols Biomat Plasma Donation Center

Jul 2022 – Aug 2022

Denton,TX

Archiving Technician

Organizing and alphabetizing by letter and dates in a correct order, inputting information through excel and Microsoft Teams to keep records up to date, separating in correct criteria from main files, Packing and Shipping to warehouse on pallets insuring that items are handles with care .

Trugreen

Feb 2022 – Apr 2022

Remote-United States

Remote Call Center Representative

Receives calls to resolve basic and routine customer concerns in a timely and professional manner. Acts as a liaison between the branch and the customer in order to achieve the highest level of customer satisfaction. Responsibilities Answers inbound customer service calls, responds to customer emails and surveys. Resolves customer service concerns to determine the root cause of the concern. Escalates customer issues requiring extensive problem-solving. Uses save training and current save offers to retain customers at every opportunity. Updates and maintains customer database with accurate customer information and timely data entry. Upsells services to existing customers based on customer needs. Provides resolution and timely follow-up with the customers. Communicates customer impacting trends and/or ideas for improvement to manager. May perform outbound calls to internal and external customers to schedule applications and/or service calls.

HealthTrackRx

Jan 2022 – Feb 2022

Denton,TX

Day Accesioner

• Performing sample prep and DNA extraction. • Performing manual pipetting steps with small volumes. • Assist in making our in-house collection devices. • Reviewing and assisting protocol developments and adjustments. • Preparing solutions. • Preparing accurate sample tracker files • Maintaining a clean work environmen

ESAB Welding and Cutting Products

Aug 2021 – Jan 2022

Denton,TX

Office Assistant

I help with data entry and verifying items are in stock and placing orders to replace said missing/damaged items, shipping and packaging also to ensure that the various companies who have entrusted the various departments to help repair machines can actually be helped

Double oak veterinary medical center

Aug 2019 – Jul 2021

Double Oak,TX

Kennel Technician

I am a kennel technician worker that interacts with pets(cats and dogs) who has been trained on day to day activities that include taking care of our boarding animals(feed,let outside for their bathroom breaks, medicate if needed, and provide them playtime so they will not be lonely most of the day).outside of those tasks I help our veterinary assistants and assist doctors in prepping the surgery areas, holding animals in ways that will not constrict their breathing or hurt them,running mail,cleaning and maintaining cleanliness in and around the hospital while learning and picking up what medications we can administer how it affects our patients and answering questions any clients have while providing them with correct accuracy.

C.O.P.S Monitoring

Dec 2018 – Apr 2019

Lewisville,TX

Dispatcher/Customer Service

I am a third party monitoring agent who is technically trained on how to access customers alarm readings whenever their system goes off and sends us signals to try and get in contact with our customers to insure their safety as well as their families. I am mostly known as a dispatcher meaning that I can dispatch to different variations of authority meaning police,fire,medical,even the "real" alarm company handlers themselves.

Dirt Cheap Store

Nov 2017 – Nov 2018

Denton,TX

Cashier/Customer Service/Stock/Cleaning

I mostly worked the front of the store which mainly entailed to checking out customers,helping in the electronics area by the front,also maintaining my register area (i.e keeping counter empty,trash can to a manageable space/emptying trash,unboxing and or inspecting items that could be hazardous or missing parts,refunds,exchanges,announcements-deals we would have going on at that moment also calling or a backup cashier so we could swap and the other clean the bathrooms every 30 mins).I also maintained the clothing area (i.e.-correct pricing,picking items off the floor and rehanging,pulling pallets of clothing items in the back to place in correct rack selections,sweeping any trash from or near the clothes).Also pulled pallets of different variations and neatly placed them where they were needed to be while still pushing out old products in a safe way. First day on job became very knowledgeable of where everything is and where goes so customers can feel 100% confident in what I know about the store.

Emler Swim School

Apr 2017 – Jul 2017

Flower Mound,TX

Customer Service Representative/Call Center

Use telephones to reach out to customers and verify account information. Greet customers warmly and ascertain problem or reason for calling. Assist with placement of orders, refunds, or exchanges.

Education

North Central Texas College

Sep 2022 – Dec 2022

Certification, Sterile Processing

North Central Texas College

Aug 2018 – May 2022

Associates, General Studies/Arts

Lake Dallas High School

Sep 2016 – May 2018

High School Diploma, All