Monique Benjamin
Customer Service Specialist
Lehigh Acres
Summary
Compassionate and detail-oriented healthcare customer service professional with 10 years of experience supporting patients, families, and medical staff in clinical and administrative settings. Skilled in appointment scheduling, insurance verification, medical billing, and maintaining patient confidentiality. Known for delivering empathetic, patient-centered service, resolving issues efficiently, and ensuring smooth communication between departments. Strong knowledge of HIPAA regulations and a commitment to improving the patient experience.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Bank Teller
Suncoast Credit Union
02.2024 - Current
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Processed customer transactions promptly, minimizing wait times.
Cashier
AMB Aviation
03.2022 - 01.2024
- Issues and/or collects visitor parking tickets
- Matches visitor tickets to parking rate schedule; collects proper payment from visitors and distributes correct change
- Completes lost ticket forms when original tickets cannot be located
- Completes shift/daily reconciliation of receipts, cash, and charges; accurately accounts for all funds within the cashier drawer
- Performs revenue drops following specific location procedures
- Maintains a clean, orderly, and safe work area in and around the cashier's booth
- Answers telephone in a prompt and courteous manner, when required
- Immediately reports any accidents, incidents, or safety concerns to Operations Manager or Shift Lead
- Communicates professionally at all times with guests, clients, and teammates
Customer Service Advocate
UnitedHealth Group
01.2018 - 03.2022
- Handle call transfers for claims reconsiderations and member education
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
- Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
- Assist customers in navigating UnitedHealth Group websites, encouraging and reassuring them to become self-sufficient in using our tools
- Assist customers in face to face interactions
- Act as a Subject Matter Expert or mentor to other team members
Receptionist/Customer Service Representative
Advanced Urology Institute
04.2015 - 01.2018
- Welcomes and greets all patients and visitors, in person or over the phone
- Answers the phone while maintaining a polite, consistent phone manner using the following proper telephone etiquette: Being an active listener - focusing on the speaker and the issue being discussed, trying not to interrupt, being aware of non-verbal communication, avoiding talking to someone else
- Registers new patient and updates existing patient demographics by collecting detailed patient information including personal and financial information (ex
- Co-payments and insurance cards)
- Collecting patient past due balances
- Scanning incoming faxes
- Generate batch transmittal reports for each day
- Responds to inquiries by patients, prospective patients, and visitors in a courteous manner
- Consistently demonstrates good use of time and resources
- Ensuring compliance of healthcare regulations, medical laws and high ethical standards
Front Desk Receptionist/Administrative Assistant
Pediatric Orthopaedic Associates
08.2012 - 04.2015
- Greet visitors and patients upon their arrival
- Check patients in/out
- Establish and maintain demographics and insurance information
- Verify insurance eligibility
- Verify receipt of primary care physician referral for HMO plans
- Collect payments and co-payments for all services
- Follow end of day deposit processes
- Schedule mutually acceptable appointment times for patients and physicians
- Schedule ancillary testing appointments, both internal and external
- Notify appropriate department of ancillary testing in order for them to obtain necessary authorizations
- Check upcoming schedules to insure that all appointments have authorizations, referrals and outstanding payment amounts
- Scan internal documents accurately into patient's medical record
- Demonstrate courteous and helpfulness toward patients and their families
- Display flexibility in work schedule dependent on clinic needs
- Maintains strictest confidentiality in accordance with HIPAA compliance
Education
Human Resources and leadership -
Rasmussen College
Skills
- Customer service
- Computer skills
- Communication skills
- Cash handling
- Microsoft excel
- Microsoft office
- Attention to detail
- Professionalism and courtesy
- Money handling
Certification
CRCST
Timeline
CRCST
06-2025
Bank Teller
Suncoast Credit Union
02.2024 - Current
Cashier
AMB Aviation
03.2022 - 01.2024
Customer Service Advocate
UnitedHealth Group
01.2018 - 03.2022
Receptionist/Customer Service Representative
Advanced Urology Institute
04.2015 - 01.2018
Front Desk Receptionist/Administrative Assistant
Pediatric Orthopaedic Associates
08.2012 - 04.2015
Human Resources and leadership -
Rasmussen College
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