Open To Work
SHIRLINEDA SCOTT
BENEFITMALL/CRC GROUP
Nottingham,MD
Work Preference
Job Search Status:
Open to work
Desired start date:
2 weeks notice
Desired Job Title
Account Representative
Work Type
Full TimePart TimeGig WorkSeasonal Work
Location Preference
RemoteOn-SiteHybrid
Location:
Nottingham, MD, USNottingham, MD
Open to relocation:
Yes
Important To Me
Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work week
1
Certification
26
years of professional experience
Senior Administrator | Account Manager leading a 10-person customer service team and managing up to 75 accounts in health benefits and payroll administration. Delivers HIPAA, COBRA, ADA, FMLA, FLSA, EEO, and OSHA compliance while resolving billing, enrollment, and benefits issues for clients and brokers. Sustains top customer scorecard results, a 95%–97% SLA rate, and low error margins through process improvement and clear case documentation.
Work History
Account Representative
25 Years 7 Months- Oversee a ten-member customer service team and up to 75 accounts for a leading health benefits and payroll solutions provider and third-party benefits administrator (TPA), integrating regulatory and Healthcare Reform expertise, including HIPAA, COBRA, ADA, FMLA, FLSA, EEO, Disability, Workers Compensation, EHS, and OSHA requirements. Investigate and resolve employee complaints, including claims regarding discrimination, bullying, sexual harassment, and retaliation.
- Earn top ratings on customer scorecards and surveys and receive letters of recognition from clients while supporting groups and brokers with issue resolution and process enhancements related to billing, enrollments, and benefits.
- Drive compliance with local, state, and federal regulations, aligning policies and procedures with evolving legislation. Collaborate across functions to review and respond to EEO complaints and ADA reasonable accommodation requests.
- Minimize risk and liability, leveraging investigative and employment law expertise to interpret policies, apply regulatory framework, and prepare accurate, compelling summaries, findings, reports, recommendations, and position statements.
- Develop and deploy robust training programs, standard operating procedures (SOPs), and committees, including hiring panels, to provide sound guidance, advisory, and data-driven best practices.
- ACHIEVEMENT HIGHLIGHTS
- Maintain top 3% ranking performance, surpassing the required standard level agreement (SLA) 98% rate.
- Sustain low error margins, outperforming case completion/closure, calls answered, processing, and training quotas.
- Drive reductions in departmental backlogs from 15% to 10%.
- Expedite enrollment updates, verifications, and approvals related to additions, terminations, and coverage changes.
- Increase employee engagement from 50% to 75%, pioneering team-building exercises.
Education
- Criminal Justice, Corrections, Mental Health, Business Management
- Public Speaking Studies
- Business, Mental Health, and Human Relations Studies
Skills
Program and project management
Employee relations and engagement
Talent acquisition and succession planning
Workforce planning
Performance management
Procedures and policy development
Payroll and benefits administration
Reasonable accommodation management
Labor relations
Training program design
Certification
- Additional Training: Annual Leadership, Conflict Resolution, Time Management, Stress, and Communication Seminars | Performance Under Pressure Training | HIPAA/PI Privacy and Security Training | Patient Protection Affordable Care Act Overview Training | Compliance Annual Medicare Training | Compliance Mobile Device Policy and Procedure | Advanced Customer Service Training Maximizing the Customer Experience | Managing and Growing Goldy Leaders (MAGGL)
- Achieving Extraordinary Customer Relations (AECR) Certification
- AMERICAN ASSOCIATION OF CHRISTIAN COUNSELORS
- Certified Paraprofessional Counselor
- TURNAROUND INC.
- Volunteer Certification | Rape, Sexual Assault, Domestic Violence, and Human Trafficking Victim Advocate
Accomplishments
Recognized consistently by brokers and companies for outstanding efficient follow up, completion and communication.
Affiliations
Community Volunteer certified
Association of Christian Counselors
Chairperson Outreach Ministry
Chairperson of the Woman's Ministry ( P.H
Baptist Church)
Timeline
Account Representative
BENEFITMALL/CRC GROUP
01.2001 - CurrentRead More
MORGAN STATE UNIVERSITY
from Business, Mental Health, and Human Relations Studies
Read More
BALTIMORE CITY COMMUNITY COLLEGE
from Public Speaking Studies
Read More
COMMUNITY COLLEGE OF BALTIMORE COUNTY
from Criminal Justice, Corrections, Mental Health, Business Management
Read More