1. Shandy Campbell
7505 SW 13th Street, Des Moines, Iowa 50315 – (515) 447-1086
Shandy.Campbell@ymail.com
OBJECTIVE
I am a focused and driven individual who has demonstrated the ability to lead and to assume additional
responsibilities and rise within an organization. I excel in customer service and am looking to build upon
my current experiences with an administrative position with an emphasis in client or customer service.
EXPERIENCE
TMS/Access2Care Des Moines, Iowa
Supervisor October2015 – Present
While maintaining all responsibilities as Mileage Reimbursement Claims Team Lead, supervise a team of
twelvecall center customer servicerepresentatives and ten mileage claims processors foran Iowa
Medicaid Enterprise 3rd party broker that arranges non-emergency medical transportation (NEMT) for
Medicaid members.
Charged with monitoring inbound call statistics including handling times, dropped calls, and
complaints forquality assurance;
Providefeedback to management regarding employee performance, workbehavior, and training
needs and develop an actionplan to address the employee’s needs;
Receive all complaints fromIowa Medicaid Enterprise and workwith all necessary parties toreach
issue resolution;
Contact all member complainants within 24 hours with resolution; and
Process all out-of-state claims for mileage, meal, and lodging reimbursement.
MileageReimbursementClaims TeamLead May 2013 –
September 2015
Managed a team of nine mileage claims processors. Team was responsible for all mileage reimbursements
for travel-related expenses fornon-emergency medical transportation.
Oversaw programmatic transition to ensure compliance with IowaMedicaid Enterprise expectations
for claims payments;
Oversaw team charged withissuing claims payments;
Received information related to lost checks or incorrectpayments and ensured payments were
corrected and checks were reissued;
Solely responsible for reimbursement forall claims related to Iowahome and community-based
(HCBS) waivers and out-of-statemileage reimbursements, including review of all receipts,
determining appropriate charges, and issuing reimbursement; and
Monitored statistics relating to the total number of claims received and processed by the team.
Call CenterTrainer November 2012 - May 2013
Partnered with one other employee to ensure all new inbound call representatives were appropriately
trained and prepared to successfully perform job functions.
Ensured each employee was accredited by obtaining URAC certification;
Introduce and train on the TMS/Access2Care call script;
Providetraining on the call center’s computer system, Citrix; and
Providetechnical assistance as employee began transitioned fromtraining to in-bound call
representative.
CustomerService Representative/SchedulingCoordinator September 2012 - November 2013
2. Receive inbound calls in a high-volume call center to assist Iowa Medicaid members with questions and
concerns related to their non-emergency medical transportation needs.
EDUCATION
DesMoinesAreaCommunityCollege Des Moines, Iowa
GraduateEquivalentDegree(GED) 1997
ACCREDITATIONS/OTHERSKILLS
URAC Certified
HIPPACertified
Proficientin data management software,Oracle
Proficientin call intake database, Citrix
Proficientin MicrosoftOfficesuite
REFERENCES
Scott Anderson
Director of Operations
TMS/Access2Care
Phone: (515) 320-6602
Michelle Treadway
Call Center Manager
TMS/Access2Care
Phone: (563) 357-0294
Paige Thorson
Policy Advisor
IowaDepartment of Human Services
Phone: (515)783-8506