Shandy Campbell is an experienced customer service professional seeking an administrative position with an emphasis on customer service. She has over 5 years of experience at TMS/Access2Care in Des Moines, Iowa in roles of increasing responsibility including her current role as Supervisor where she oversees 22 employees. She has a proven track record of strong leadership, problem solving, and ensuring high quality customer service.

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