Summary
Overview
Work History
Education
Skills
Timeline
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Shannon Leach

Knightdale

Summary

Compassionate and detail-oriented healthcare professional with 7+ years of experience in patient support, insurance coordination, and call center operations. Skilled in managing high-volume inbound/outbound communication, scheduling appointments, and entering demographic and insurance data with accuracy. Adept at providing empathetic, clear communication to patients, families, and providers. Known for exceeding performance metrics in fast-paced environments while ensuring compliance with HIPAA and organizational standards.

Overview

10
10
years of professional experience

Work History

Care Coordinator

TEKsystems
09.2024 - 04.2025
  • Handled high-volume patient and member inquiries, resolving billing and account issues with clarity and empathy.
  • Scheduled and coordinated services while ensuring demographic and insurance information was entered correctly.
  • Maintained service levels in a fast-paced, metrics-driven environment.

Grievance and Appeals Representative

AmeriHealth Caritas
06.2023 - 07.2024
  • Managed 50+ daily cases, documenting and processing appeals and grievances with accuracy and timeliness.
  • Communicated with patients and providers to explain resolution outcomes and coordinate next steps.
  • Collaborated with multiple departments to ensure seamless patient service delivery.

Case Manager

McKesson Specialty Health
09.2022 - 06.2023
  • Coordinated oncology patient cases, including scheduling, insurance benefit verification, and prior authorizations.
  • Assisted patients with financial assistance and copay support, ensuring access to treatment.
  • Partnered with providers and pharmacies to streamline patient care.

Pharmacy Representative / Benefit Verification Specialist

CVS Specialty
12.2014 - 02.2022
  • Served as first point of contact for patients regarding prescriptions, billing, and insurance verification.
  • Scheduled prescription deliveries and coordinated with providers to prevent delays in patient care.
  • Managed account records, authorizations, and copay assistance with accuracy and compliance.

Education

High School Diploma -

Garner Senior High School
05.2004

Skills

  • Patient Scheduling & Appointment Coordination
  • Call Center Operations (Inbound/Outbound)
  • Insurance Verification & Benefit Coordination
  • Data Entry, Recordkeeping & Documentation
  • Microsoft Office / Teams / CRM Systems
  • HIPAA & Compliance Knowledge
  • Customer Service & Patient Advocacy

Timeline

Care Coordinator

TEKsystems
09.2024 - 04.2025

Grievance and Appeals Representative

AmeriHealth Caritas
06.2023 - 07.2024

Case Manager

McKesson Specialty Health
09.2022 - 06.2023

Pharmacy Representative / Benefit Verification Specialist

CVS Specialty
12.2014 - 02.2022

High School Diploma -

Garner Senior High School

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Shannon Leach