Monica Scott
Beaumont,CA
Summary
Resourceful Senior Representative, known for high productivity and efficient task completion. Specialize in client relationship management, conflict resolution, and strategic communication. Excel in teamwork, adaptability, and problem-solving to enhance organizational effectiveness and customer satisfaction. Proficient in EPIC and Salesforce, ensuring seamless account management.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Representative
UnitedHealth Group
Eden Prairie, MN
04.2022 - Current
- Verified and updated insurance information for provider accounts to ensure accuracy in claims processing
- Collaborated with technical teams to resolve issues with billing systems, ensuring timely payments and accurate claims
- Assisted in preparing detailed billing information for third-party intermediaries, improving efficiency in the billing process
- Trained new employees on insurance verification procedures and common coding practices, enhancing team efficiency
- Managed escalated billing issues, using problem-solving skills to resolve discrepancies and ensure accurate account management
Lead Customer Service Representative
San Manuel Casino
Highland, CA
09.2006 - 06.2022
- Acted as a liaison between customers and technical teams, ensuring accurate communication of account status and billing inquiries
- Managed and processed billing and payment issues for high-volume accounts, ensuring prompt resolution of any discrepancies
- Trained staff on customer service protocols, focusing on efficient billing support and issue resolution strategies
- Contributed to improving internal processes related to billing and customer account management, reducing processing errors
Customer Experience Specialist
US Bancorp
San Bernardino, Remote
02.2022 - 04.2022
- Guided customers through technical troubleshooting, ensuring smooth interactions on digital platforms for account management
- Reported and tracked errors in customer accounts and provided feedback to internal teams to resolve recurring billing issues
- Ensured a high level of customer satisfaction by addressing complex billing concerns and offering effective solutions
Education
BS - Healthcare Administration
Capella University
Minneapolis, MN12.2026
Associate of Applied Science - Respiratory Therapy
American Career College
Ontario, CA02.2015
Skills
- Medical Billing and Coding
- Insurance Verification and Claims Processing
- Knowledge of CPT and diagnosis codes
- CMS 1500 Forms and Billing Procedures
- EPIC System
- Registration and Account Management
- Data Entry and Record Keeping
- Problem Resolution and Error Identification
- Office software: Excel, Word, Outlook, Acrobat
- Cross-functional team collaboration
- Time Management and Prioritization
- EPIC
- MS Office Suite
- Salesforce
- Agile
- Medical knowledge
Certification
Certified Scrum Master, Scrum Alliance, Inc., 2022
Projects And Achievements
- Claims Accuracy Improvement, Worked with internal teams to refine processes for verifying insurance coverage, reducing claim rejections by 10%.
- Training Program Development, Developed and led training programs for new staff on insurance verification and billing protocols, improving operational efficiency.
Timeline
Senior Representative
UnitedHealth Group
04.2022 - Current
Customer Experience Specialist
US Bancorp
02.2022 - 04.2022
Lead Customer Service Representative
San Manuel Casino
09.2006 - 06.2022
BS - Healthcare Administration
Capella University
Associate of Applied Science - Respiratory Therapy
American Career College
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