Monica Shaffer
Kansas City,MO
Summary
Strategic and results-driven leader with over 20 years of experience in healthcare customer
service, health insurance operations, and patient services. Adept at leading teams, streamlining
processes, and driving service excellence. Expertise in claims processing, regulatory
compliance, provider coordination, and HIPAA privacy standards. A proven mentor and trainer
with a passion for developing high-performing teams and optimizing workflows to enhance
customer experience.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Customer Service Associate
GEHA
01.2017 - 01.2024
- Managed 50–60 daily inquiries, maintaining one of the highest resolution rates in the department
- Provided expert guidance on benefits, billing, claims, and provider networks, improving member satisfaction scores
- Spearheaded new-hire training that reduced ramp-up time by 30% and improved call handling accuracy
- Collaborated cross-functionally to resolve escalations, cutting resolution time by 20%
Health Information Associate
Saint Luke’s Health System
01.1998 - 01.2021
- Maintained 100% accuracy in patient record processing and insurance verification over two decades
- Served as primary liaison for providers, insurers, and patients on claims and coverage status
- Designed and implemented documentation workflows that reduced administrative errors by 15%
- Ensured HIPAA compliance while improving turnaround times for medical record requests
Patient Services Team Lead
TriWest Healthcare Alliance
01.2015 - 01.2017
- Supervised team of PSRs, boosting performance metrics and morale through structured coaching
- Increased call resolution rates by 15% via targeted process changes and refresher training
- Streamlined scheduling and claims workflows, reducing veteran wait times significantly
- Led performance tracking initiatives that improved accountability and service quality
Education
Liberal Arts Degree -
Maplewood Community College
01.2013
Certificate in Medical Transcription - undefined
Penn Valley Community College
01.1997
Skills
- Leadership & Team Development Built, coached, and mentored high-performing teams of up to 15 staff
- Healthcare Operations & Compliance 20 years of claims processing, HIPAA compliance, and federal program navigation
- Customer Service & Problem Solving Consistently achieved top-tier first-call resolution rates (50–60 inquiries/day)
- Process Improvement Designed and implemented workflows reducing onboarding time by 25% and errors by 15%
- Systems Expertise: McKesson, Cerner, PeopleSoft, VISTA, CITRIX, KRONOS, Microsoft Office Suite, McKesson
Certification
- HIPAA Compliance
- Leadership & Team Management
- Conflict Resolution
- Customer Service Excellence
Timeline
Customer Service Associate
GEHA
01.2017 - 01.2024
Patient Services Team Lead
TriWest Healthcare Alliance
01.2015 - 01.2017
Health Information Associate
Saint Luke’s Health System
01.1998 - 01.2021
Certificate in Medical Transcription - undefined
Penn Valley Community College
Liberal Arts Degree -
Maplewood Community College
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