Shawna Bell

 

EXPERIENCE                                 

 

Training and Documentation Coordinator; Projects Manager; Projects Coordinator   

October 2000-Present

                                                           

Developed and conducted the following classes:

General Training

·          Quality Customer Service Skills Workshop

·          New Employee Orientation

·          Typing Skills Development

·          Plan Contract

·          Claims Processing Guidelines

Information Technology (IT) Training

·          Beginning PC, Word, Excel, and Outlook

·          Encounter Tracking

·          ClaimFacts Eligibility and Claims Processing System

·          KEA Eligibility and Claims Processing System

·          External Utilization Review Programs

·          Internal Website

 

Other Responsibilities:

            Documentation

·          Department Policies and Procedures

·          Appeals Database Manual

·          Dental Manual

·          Operations Workflow Manual

·          IT Manuals for all systems under “IT Training”

Database Development

·          Appeals Database

·          Encounter Tracking

Management

·          Customer Service Department:  5 full time employees.  Supervised staff of 25 during absence of Senior Client Services Manager.

·          Internal Website for SNA and affiliates

Perform all website maintenance

 

Insurance Specialist

August 1997-May 2000

 

Responsibilities: 

·          Issued new and serviced existing property and casualty policies

·          Cross sold other USAA products and services

·          Handled internal and external correspondence

·          Mentored fellow coworkers

 

Customer Service Representative

August 1995-October 1996

 

Responsibilities: 

·          Data Entry of phone and faxed orders for durable medical equipment, respiratory, ostomy and tube feeding services from hospital discharge planners

·          Initiated prior and retrospective authorizations and Certificates of Medical Necessity

·          Confirmed insurance eligibility and benefits

·          Assisted sales representatives with showroom customers 

·          Worked closely with dispatch to coordinate deliveries

                                                           

EDUCATION                                   

 

1999    Associate in Arts; American River College                                    

1999    Associate in Science; American River College

                       

ADDITIONAL TRAINING/CERTIFICATIONS             

 

HTML 4 Levels 1, 2, 3             Completed March 2003

Train the Trainer                       Completed December 2000     

 

SOFTWARE AND TECHNICAL SKILLS PROFICIENCIES

           

Software:

Outlook, Word, Excel, Powerpoint, Visio, Access, URAR (Uniform Residential Appraisal Report), Total 2000

 

Word Processing:

50-60 net words per minute

 

Medical Terminology and Coding:

CPT, HCPCS, ICD-9

 

AWARDS

 

USAA

ECHO (Every Call Has Opportunities)

Presidential

                       

REFERENCES                                

 

Available upon request