Shayla Turner
Las Vegas,NV
Summary
Skilled in managing customer interactions and problem-solving in high-pressure environment, seeking to transition into new field. Developed strong communication and conflict resolution abilities while providing exceptional customer service. Committed to applying these transferable skills to excel in new and challenging role. Proven ability to maintain composure and deliver timely solutions while displaying empathy and active listening.
Overview
5
5
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 reduction in claims and 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
07.2022 - 01.2025
- 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
Authorization Coordinator
Old Republic Home Protection
12.2019 - 12.2021
- Recruited and hired qualified candidates to fill open positions -
- Handled 100+ inbound calls each day covering reports for coverage and authorization or denial of coverage Assessed available benefits coverage and limitations of each policy
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service Kept records of customer interactions or transactions, thoroughly recording details of inquiries
- Collected deposits or payments and arranged for billing
- Reached out to customers after completed work orders to ensure that the work was completed Referred unresolved customer grievances to designated departments for further investigation
Education
Dental Assisting Certificate - Dental
Las Vegas Dental Assistant School
Las Vegas, NV04-2023
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
- Empathy display
- Workload management
Certification
Basic Life Support
Timeline
CALL CENTER CUSTOMER SERVICE AGENT
Elevance Health - Anthem FHPS
12.2022 - Current
REVENUE CYCLE MANAGER
Bristol Dental Group
07.2022 - 01.2025
Authorization Coordinator
Old Republic Home Protection
12.2019 - 12.2021
Dental Assisting Certificate - Dental
Las Vegas Dental Assistant School
High School Diploma -
San Juan High
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