Shayla Turner
Oakland,CA
Summary
Knowledgeable in collections and health insurance with solid foundation in effective communication and problem-solving. Successfully resolved high volume of customer inquiries and demonstrated consistent reliability in handling challenging situations. Proven ability to maintain composure and deliver timely solutions while displaying empathy and active listening.
Overview
4
4
years of professional experience
1
1
Certification
Work History
CALL CENTER CUSTOMER SERVICE AGENT
Elevance Health - Anthem FHPS
12.2022 - Current
- Navigated multiple computer systems and applications and utilized search tools to find information
- Followed up promptly on all unresolved inquiries
- Exceeded performance metrics consistently while maintaining a high level of professionalism during each interaction.
- Demonstrated ability to multi-task between multiple systems while on the phone with a customer
- Educated members and providers on benefits and claims directly contributing to a 20% reduction in claim disputes
- Maintained up-to-date knowledge of company benefits and processes
- Provided technical assistance to customers when needed such as resetting passwords or account access
- Utilized effective communication techniques to build relationships with customers over the phone
- Provided exceptional customer service to clients in fast-paced call center environment
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Successfully managed high volume of inbound and outbound calls within established time frames
- Employed active listening techniques to identify customer needs and ensure satisfaction
- Followed standard operating procedures for handling customer calls, providing timely responses and resolutions
REVENUE CYCLE MANAGER
Bristol Dental Group
07.2020 - Current
- Managed accounts receivable aging report ensuring accurate reconciliation of all transactions
- Reviewed collection reports determining status of collections and amount of outstanding balances
- Performed root cause analysis for denials received from insurance companies or other payers
- Managed and coordinated multiple projects while ensuring timely completion
- Championed system enhancements that improved automated billing functionality.
- Monitored and guided revenue cycle operations.
Education
High School Diploma -
San Juan High
Citrus Heights, CA07.2017
Skills
- Process Improvement
- Conflict Resolution
- Excellent verbal and written communication skills
- Self-motivated
- Strong work ethic
- Timeliness
- Willingness to learn
- Proficient in Microsoft Office Suite
- Active Listening
- Positive Attitude
- Effective Communication
- Attention to Detail
- Empathy Display
- Workload Management
- Customer Relationship Management
- Calm disposition
- Can type 50 WPM
- Adaptable
Certification
Basic Life Support
References
References available upon request.
Timeline
CALL CENTER CUSTOMER SERVICE AGENT
Elevance Health - Anthem FHPS
12.2022 - Current
REVENUE CYCLE MANAGER
Bristol Dental Group
07.2020 - Current
Basic Life Support
High School Diploma -
San Juan High
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