Open to opportunities

Fantasia Glanton

@fantasiaglanton

Customer service and healthcare support professional specializing in claims, member investigations, and HIPAA-compliant resolution.

United States

Message

What I'm looking for

I’m looking for a remote-friendly role where I can use my claims and healthcare member support experience, conduct thorough investigations, and deliver HIPAA-compliant resolutions with strong documentation, escalation support, and customer advocacy.

I’m a customer service and healthcare support professional with 6+ years of experience investigating and resolving complex customer concerns across remote environments. I focus on researching member and account issues, gathering relevant information, documenting case activity, and communicating clear resolutions while maintaining HIPAA compliance and regulatory standards.

In my roles with Willis Towers Watson (via Everise) and Sedgwick Claims Management Services, I supported Medicare-eligible members and handled claims-related and benefits inquiries. I conducted detailed account and claim status research, reviewed documentation, collaborated with internal teams for escalated concerns, and ensured each case was completed with accurate records in CRM systems.

I bring strength in member support, issue escalation, conflict resolution, and customer advocacy—especially when customers need guidance through complex processes. I’m comfortable managing high-volume inquiries, maintaining thorough documentation of customer interactions and outcomes, and using tools like Salesforce, Oracle, Pega, Genesys Cloud, and Microsoft Office to deliver dependable service.

Experience

Work history, roles, and key accomplishments

Application & Offshore Funding Rep

Willis Towers Watson (Via Benefits)

Aug 2025 - Feb 2026 (6 months)

Assisted Medicare-eligible members with healthcare enrollment, reimbursement, benefits, and funding inquiries. Resolved reimbursement discrepancies and employer funding concerns while maintaining HIPAA compliance and documenting cases in CRM systems.

Healthcare Member Support Account Research Benefits Administration Funding Inquiries HIPAA compliance Case Documentation CRM Systems Oracle PEGA Genesys Cloud Issue Resolution Documentation Management

Customer Service Representative

Everise

Oct 2024 - Apr 2025 (6 months)

Resolved complex customer concerns through detailed account research and troubleshooting. Documented customer interactions and collaborated with internal teams to complete escalated issue resolution.

Customer Service Account Research Troubleshooting Issue Resolution Case Documentation Escalation Management Documentation Management CRM Systems

Service Center Representative

Sedgwick Claims Management Services

Jan 2021 - Aug 2024 (3 years 7 months)

Served as a primary contact for customers regarding claims, leave requests, benefits, and documentation requirements. Investigated claims and coordinated with internal departments to resolve inquiries while maintaining regulatory and organizational compliance.

Claims Administration Leave Request Support Benefits Administration Regulatory Compliance Documentation Management Customer Advocacy

Call Center Agent

MRS BPO, LLC

Oct 2018 - Mar 2020 (1 year 5 months)

Handled high-volume customer interactions related to account status, disputes, and payment arrangements. Researched customer concerns and maintained thorough documentation of communications and account activity.

Customer Service Payment Arrangement Account Research Issue Resolution Customer Communications Documentation Management