Shamonique Chapman
Glen Allen
Summary
Accomplished Program Coordinator well-versed in running station programming in high-stress environments. Expert in personnel leadership, resource management and key decision-making. Articulate, motivational and analytical in approaching problems impacting team performance or station results.
Overview
6
6
years of professional experience
Work History
Program Coordinator
Consumer Direct Care Network
10.2023 - Current
- Maintain and coordinate a caseload of clients enrolled in Medicaid programs
- Assist with daily intake and referral processes to ensure positive business growth and development
- Promote cohesiveness in the office environment
- Support day-to-day operations and client advocacy
- Ability to meet position requirements with little direct oversight
- Effective written and verbal communicator
- Comply with applicable legal requirements, standards, policies, and procedures
- Enroll clients and employees in services, web portal, and EVV systems as needed
- Prioritize and multitask effectively
Outreach Coordinator
Virginia Community Health Workers Association
02.2023 - 06.2023
- Empowered team members to take ownership of their roles in outreach activities, promoting a sense of responsibility and commitment to the organization''s mission.
- Developed partnerships with relevant stakeholders, strengthening the organization''s presence in the community.
- Improved access to resources for underprivileged communities by connecting them with essential services offered by partner agencies.
- Maintained up-to-date knowledge of relevant policies and regulations affecting target populations, informing program development accordingly.
- Developed network relationships with industry professionals to enhance community awareness and promote services.
- Streamlined communication processes within the organization, improving information flow among team members involved in outreach activities.
Appeals Representative
CVS Pharmacy
10.2022 - 01.2023
- Enhanced the accuracy of appeal decisions through thorough research and factchecking.
- Prepared detailed reports summarizing appeal outcomes for management review, enabling data-driven decision-making processes within the department.
- Researched and resolved written complaints submitted by consumers and physicians or providers.
- Implemented best practices for documenting case notes, improving record-keeping accuracy, and aiding team members in tracking progress on ongoing cases.
- Provided excellent customer service by actively listening to customer concerns and empathetically addressing their needs throughout the appeals process.
Program Coordinator
Centene
03.2022 - 10.2022
- Provided exceptional customer service to program participants through prompt response times and attentive assistance with inquiries or concerns.
- Implemented evaluation tools to measure program effectiveness, utilizing data-driven insights for continuous improvement.
- Coordinated program logistics to keep all relevant materials and equipment available and in good condition.
Senior Advocacy Coordinator
Capital One
05.2020 - 01.2022
- Provide personal administrative support to management and the company through conducting and organizing administrative duties and activities including receiving and handling information
- Research and resolve customer/regulator complaints
- Use appropriate channels to make real time decision and fulfill policy exceptions
- Identify and provide feedback on identified trends
- Navigate through multiple Capital One systems to solve card holder issues
Eligibility Advocate
APA/Kemberton Healthcare Services
08.2019 - 03.2020
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Counseled clients during emotionally challenging situations, offering empathy while maintaining professionalism.
- Delivered friendly service and offered expert support in every interaction.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
Provider Services Representative
Virginia Premier Health Plan
06.2018 - 08.2019
- Enhanced customer satisfaction by efficiently resolving provider inquiries and concerns.
- Streamlined operations by managing a high volume of incoming calls for medical providers seeking information or assistance.
- Coordinated with internal departments on behalf of providers to ensure timely payment resolution for claims disputes or other financial matters.
- Acted as a liaison between providers and company leadership, effectively communicating concerns and feedback to facilitate continuous improvement initiatives.
Claims Customer Service Representative
Virginia Premier Health Plan
01.2018 - 05.2018
- Reduced errors in claim submissions by providing clear guidance to policyholders on required documentation and information needed for processing.
- Ensured accurate documentation and record-keeping, adhering to company policies and industry regulations.
- Enhanced customer satisfaction by efficiently resolving claims and addressing policyholder concerns.
- Streamlined claims processing for quicker resolutions, utilizing thorough investigation techniques and attention to detail.
- Demonstrated adaptability in managing a diverse range of claim types across multiple insurance products while maintaining high-quality standards throughout the process.
Education
STRAYER UNIVERSITY
High School Diploma -
E.C. GLASS HIGH SCHOOL
Lynchburg, VA06.2008
Skills
- Medical terminology knowledge
- MS Office
- Relationship development
- Complaint resolution
- Report preparation
- Inbound and Outbound Calling
- Recordkeeping strengths
- Professional telephone demeanor
- Staff education and training
- Service standard compliance
- Creative problem solving
- Good listening skills
Timeline
Program Coordinator
Consumer Direct Care Network
10.2023 - Current
Outreach Coordinator
Virginia Community Health Workers Association
02.2023 - 06.2023
Appeals Representative
CVS Pharmacy
10.2022 - 01.2023
Program Coordinator
Centene
03.2022 - 10.2022
Senior Advocacy Coordinator
Capital One
05.2020 - 01.2022
Eligibility Advocate
APA/Kemberton Healthcare Services
08.2019 - 03.2020
Provider Services Representative
Virginia Premier Health Plan
06.2018 - 08.2019
Claims Customer Service Representative
Virginia Premier Health Plan
01.2018 - 05.2018
STRAYER UNIVERSITY
High School Diploma -
E.C. GLASS HIGH SCHOOL
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