SHAWNESSY THOMPSON
Saint Marys
Summary
Dedicated and solutions-driven professional with over 5 years of experience in healthcare administration, client services, and team leadership. Skilled in customer relations, data entry, and administrative operations with strong knowledge of Medicare, Medicaid, and HIPAA compliance. Adept at supporting human resources functions, improving operational workflows, and promoting inclusive environments. Passionate about helping teams thrive through effective communication and people-focused processes.
Overview
16
16
years of professional experience
2026
2026
years of post-secondary education
Work History
Inbound Contact Representative II
Humana Inc.
03.2023 - Current
- Serve as first point of contact for Medicare members, handling inquiries and resolving complex benefit issues.
- Document and escalate member concerns including grievances and appeals per CMS guidelines.
- Process requests for PCP updates, demographic changes, and material fulfillment.
- Support team in maintaining service excellence and adherence to healthcare regulations.
Medical Assistant
University of Florida Jacksonville Physicians, Inc.
01.2019 - 01.2024
- Provided administrative and clinical support in a behavioral health setting.
- Managed patient intake, documented medical data, and coordinated scheduling using Centricity and MEDFLOW.
- Communicated with pharmacies and facilitated prescription processing.
- Supported departmental reporting and contributed to patient flow efficiency.
Patient Care Advocate
Express Scripts Pharmacy
10.2009 - 07.2013
- Delivered high-quality customer service and patient advocacy over the phone.
- Educated patients on co-payments, collected medical history, and performed basic clinical tasks.
- Handled billing explanations and guided patients through payment processes.
- Supported data input and patient record accuracy across internal systems.
Education
Master of Arts - Human Services
The University of Arizona Global Campus
Phoenix, AZBachelor of Arts - Healthcare Administration
The University of Arizona
Phoenix, AZMedical Assisting Diploma - undefined
Virginia College
Jacksonville, FLSkills
- Employee & Client Relations
- Medicare/Medicaid Knowledge
- Conflict Resolution & Grievance Handling
- Training & Team Support
- Diversity, Equity, and Inclusion
- Data Entry & Records Management
Timeline
Inbound Contact Representative II
Humana Inc.
03.2023 - Current
Medical Assistant
University of Florida Jacksonville Physicians, Inc.
01.2019 - 01.2024
Patient Care Advocate
Express Scripts Pharmacy
10.2009 - 07.2013
Bachelor of Arts - Healthcare Administration
The University of Arizona
Medical Assisting Diploma - undefined
Virginia College
Master of Arts - Human Services
The University of Arizona Global Campus
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