Shadasha Mann

I’m a remote customer service representative with 6+ years of experience supporting healthcare programs and customers through complex billing and eligibility questions. I’m known for resolving issues promptly while maintaining compliance and a professional, positive demeanor.

At MAXIMUS, I provided inbound support for Medicaid and CHIP, including eligibility, claims, and benefits explanations. I maintained 98% accuracy on call documentation and compliance audits, and helped members with plan enrollment and sensitive medical inquiries. I also supported the launch of a new member portal through effective onboarding assistance.

Earlier, at Amazon, I handled billing inquiries, product and service issues, and documented customer interactions using call center software. I escalated complex cases as needed, guided customers through self-service options and online portals, and worked to resolve complaints quickly to protect satisfaction and outcomes.

In healthcare claims work, I process CPT/REV codes and other coding elements, review insurance claims for accuracy and compliance, and support patient registration, insurance verification, and referral processing. I’m committed to HIPAA-compliant documentation, eligibility screenings for financial assistance programs, and clear cross-department communication to improve the patient experience.