Shayla Benson
Sacramento,CA
Summary
Motivated and experienced business professional with cross-functional administrative, finance and front-line customer service experience. Communicates effectively with clients, internal staff, providers, and insurance payers to support the billing process. - Excellent phone, verbal, written and interpersonal skills for effective and thorough communication. - Follows policies, procedures, and guidelines to assure consistent quality and client confidentiality. - Well-organized, and detail-oriented, able to manage time and priorities in fast-paced, multi-task environments. - EMR/EHR Systems and Video Conferencing Platforms – MS Teams and Google Meet. - Microsoft Office Applications – Word, Excel, Outlook & PowerPoint |50 WPM with Data Entry skills.
Overview
7
7
years of professional experience
Work History
Member Services Representative
Golden 1 Credit Union
Sacramento, CA
10.2024 - Current
- Efficiently process service transaction(s) with minimal errors and mitigate potential losses to Credit Union and Member.
- Identify, investigate, and resolve basic member concerns, digital support as well as process and complete member transactions in a timely and efficient manner.
- Identify and report fraudulent activity to prevent potential loss to Credit Union.
- Update member and Credit Union account information accurately.
- Achieve performance standards commensurate to grade level with phone efficiency and quality in a fast-paced environment.
- Appropriately identify solutions to address/resolve members’ inquiry helping members take advantage of Golden 1 service/products by providing features and benefits. Demonstrate a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Monitor and comply with all established security, internal audit, and applicable government policies and regulations.
- Demonstrate current knowledge of all Golden 1 products and services as well as policies, procedures, and systems for Member Service Representative I functions.
- Ensure compliance with Credit Union and Member Service Contact Center policies, procedures, and guidelines while establishing and servicing all Credit Union accounts, related products, and services.
- Complete Regulatory Training Modules as required.
- Model Golden 1 core values Integrity, Reliability, Inclusion and Service Excellence.
- Perform other duties as assigned.
Customer Service Concierge
Blue Shield of Ca
Sacramento, CA
10.2023 - Current
- Resolve incoming calls concerning members eligibility, benefits, provider information, monthly premium billing, clinical and pharmacy needs
- Compose routine and non-routine correspondence to answer benefits inquiries in writing
- Coordinate membership changes such as members primary care physician
- Perform routine to mid-level inventory reduction (i.e member inquires may initiate claim adjustments, respond to email, etc)
- Review and analyze member claims for accuracy as well as member education on how benefits are applied
- Provide status of a prior authorization request
- Comprehensive resolution of pharmacy calls concerning benefits coverage, copays, formulary coverages, vacation overrides and utilization management requirements
Title Specialist
Wolters Kluwer Lien Solutions
Sacramento, CA
06.2022 - 07.2023
- Make outbound calls to jurisdiction to confirm information for vehicle titles
- Answer incoming telephone calls, respond to questions, and enter data with close attention to detail
- Audit paperwork to ensure accuracy, draft, and file documents, and send checks to jurisdictions
- Estimate fees for titling transactions in Ca
- Bill clients for registration and tags
- Follow up with jurisdiction on title transactions
Tax Advisor
Franchise Tax Board
Sacramento, CA
02.2022 - 06.2022
- Served as a knowledgeable resource for answering tax related questions and prepared returns for clients
- Promoted self-compliance through education and collaboration while providing top-level service
- Communicated with clients or their representatives through phone, chat, and correspondence contact channels
Customer Service Associate / Trainer / Title Clerk
Copart Salvage
Sacramento, CA
07.2017 - 12.2020
- Trained employees and verified and analyzed free-and-clear title issues, odometer readings, and VIN number
- Confirmed accuracy of paperwork and images to determine if processing as a salvage, non-pair, or clean title
- Answered incoming phone calls, responded to customers and adjusters, and aided on title issues
- Prepare and process DMV title documents in a time sensitive manner to achieve or exceed title reporting standards
- Prepare paperwork for submission to DMV
- Maintain DMV and payoff Schedules
- Check for accuracy in the application to ensure all information is complete
Education
Associate of Science Degree - Health Sciences – Medical Office and Billing Specialist
Ultimate Medical Academy
01.2023
Diploma - Medical Office and Billing Specialist
Ultimate Medical Academy
01.2017
Skills
- Proficient in MS excel
- Pivot Tables
- Medical Records
- HIPAA Compliance
- Insurance Verification
- Insurance Claim Processing
- Reimbursement Processing
- Revenue Cycle Management
- Medicare / Medicaid Government Payers
- Third Party Payers
- CPT & ICD-10 Coding
- Medical Billing
- Medical Office
- Medical Administrative
- Patient Registration
- Data Entry
Timeline
Member Services Representative
Golden 1 Credit Union
10.2024 - Current
Customer Service Concierge
Blue Shield of Ca
10.2023 - Current
Title Specialist
Wolters Kluwer Lien Solutions
06.2022 - 07.2023
Tax Advisor
Franchise Tax Board
02.2022 - 06.2022
Customer Service Associate / Trainer / Title Clerk
Copart Salvage
07.2017 - 12.2020
Associate of Science Degree - Health Sciences – Medical Office and Billing Specialist
Ultimate Medical Academy
Diploma - Medical Office and Billing Specialist
Ultimate Medical Academy