SHAMIKA BLACK
Palmdale,CA
Summary
Versatile healthcare revenue cycle expert specializing in quality assurance, customer service, and claims resolution. Combines strong analytical skills with a commitment to process improvement and team development, delivering exceptional results in fast-paced medical billing environments.
Overview
7
7
years of professional experience
Work History
Senior Quality Assurance Analyst
NYU Langone Health
Las Vegas, NV
02.2025 - Current
- Coach and guide CBO staff through shadowing and workflow improvements to enhance operational effectiveness.
- Identify workflow and process improvement opportunities, contributing to team projects and tracking initiatives.
- Perform audits related to standard operating procedures across revenue cycle functions.
- Track and report employee performance against quality standards and metrics to ensure compliance.
SR. Customer Service Rep
NYU Langone Health
Las Vegas, NV
08.2022 - 02.2025
- Collaborated with providers, insurance carriers, coders, and A/R teams to efficiently resolve complex claim and billing issues.
- Assisted with denials, payment plans, COB/PCP updates, and reviewed claims, records, and EOBs to facilitate timely reimbursements.
- Managed patient billing inquiries, claims processing, insurance verification, and EPIC CRM documentation to ensure accuracy and compliance.
Customer Service Lead
Lifetrans
Las Vegas, NV
01.2022 - 06.2022
- Supervised daily customer service operations and team performance at Lifetrans.
- Managed escalated customer inquiries and resolved issues effectively.
- Trained new staff on customer service protocols and company policies.
- Coordinated transportation scheduling, monitoring workflow performance to optimize service delivery.
- Trained staff on billing processes, audited transportation billing activities for accuracy, and verified insurance eligibility to ensure compliance.
Customer Service Representative
Tele-tech Communications
Las Vegas, NV
10.2019 - 05.2020
- Resolved account and payment concerns during inbound customer service calls, ensuring prompt and effective solutions.
- Resolved customer inquiries through various communication channels.
- Assisted in troubleshooting technical issues for customers.
- Provided billing support, device upgrades, and service plan options to Verizon Wireless customers, enhancing customer satisfaction.
- Documented customer interactions in the CRM system.
Education
Vocational Nursing -
Antelope Valley Medical College
Lancaster, CA06-2009
Hemodialysis Technician -
Bryman College
Los Angeles, CA06-2002
High School Diploma -
Desert Winds High School
Lancaster, CA06-1995
Skills
- Quality Assurance
- Quality Control
- Automation Testing
- Test Case Development
- User Acceptance Testing
- Defect Tracking
- Process Improvement
- Reporting
- Microsoft Office
- Problem Solving
- Organization Skills
- Insurance Verification
Timeline
Senior Quality Assurance Analyst
NYU Langone Health
02.2025 - Current
SR. Customer Service Rep
NYU Langone Health
08.2022 - 02.2025
Customer Service Lead
Lifetrans
01.2022 - 06.2022
Customer Service Representative
Tele-tech Communications
10.2019 - 05.2020
Vocational Nursing -
Antelope Valley Medical College
Hemodialysis Technician -
Bryman College
High School Diploma -
Desert Winds High School