Tayla Regalado
New Gloucester,USA
Summary
Detail-oriented client-services professional with experience managing high-volume intake, sensitive records, and electronic record systems in regulated environments. Strong communicator with proven customer-service, documentation, compliance, and cross-team collaboration skills. Seeking to transition clinical and administrative experience to a Benefits Specialist role at Unum, supporting benefits administration, enrollment, claims support, and leave compliance.
Overview
12
12
years of professional experience
Work History
ER Technician
Mercy Hospital
Portland, USA
11.2024 - 11.2025
- Managed high-volume patient intake, ensuring accuracy in electronic health record documentation using Epic.
- Collaborated with physicians, nurses, and administrative teams to streamline workflows and enhance patient care delivery.
- Maintain strict compliance with safety, confidentiality, and regulatory protocols in a fast-paced environment.
- Trained and oriented new staff on department procedures, documentation standards, and compliance requirements to ensure consistency.
Certified Nursing Assistant (CNA)
Interim HealthCare
Auburn, USA
01.2024 - 01.2025
- Maintained precise records of patient status, intake/output, and care activities to ensure accurate handoffs and reporting.
- Handled sensitive patient information with strict adherence to HIPAA and confidentiality policies, safeguarding patient trust.
- Resolved patient and family concerns promptly, enhancing patient satisfaction through empathy and effective communication.
Medical Assistant Apprentice
MaineHealth
Scarborough, USA
02.2023 - 05.2023
- Utilized Epic for efficient charting and management of patient records, enhancing patient education and appointment scheduling.
- Executed administrative tasks with attention to detail, ensuring accurate data entry and record keeping.
- Processed medical codes for insurance claims
Dispatcher
AAA Northern New England
Portland, USA
09.2016 - 11.2018
- Managed high-volume service requests, prioritized urgent cases to ensure timely resolution, and documented service logs for accurate operational reporting.
- Delivered customer service under pressure, de-escalated complaints to enhance customer satisfaction, and coordinated resources across teams to ensure efficient service delivery.
- Coordinated emergency road assistance requests from members across Northern New England.
- Communicated effectively with service providers to ensure timely response to calls.
- Maintained accurate records of service requests and vehicle locations using dispatch software.
Customer Satisfaction Representative
L.L. Bean
Portland, USA
11.2014 - 01.2015
- Handled high-volume inbound calls, achieving call-time and quality metrics while resolving order and inventory issues.
- Assisted customers with product inquiries and order tracking.
- Resolved customer complaints through effective communication and problem-solving.
- Processed returns and exchanges in accordance with company policies.
Banking Specialist I
TD Bank
Auburn, USA
02.2014 - 07.2014
- Handled sensitive financial transactions and resolved account discrepancies, ensuring compliance with bank procedures.
- De-escalated complex customer issues, maintaining accurate recordkeeping and adherence to policies.
- Assisted customers with account inquiries and transaction requests.
- Processed loan applications and verified documentation for accuracy.
- Educated clients on banking products and services to enhance financial literacy.
Education
Some College - Nursing
Southern Maine Community College
South Portland, MEGED -
Mechanic Falls Adult Education Center
Mechanic Falls, MESkills
- Epic
- Data Entry & Accuracy
- Documentation
- Confidentiality/HIPAA
- Regulatory Compliance
- Customer Service
- Escalation & Resolution
- Process Improvement
- Metrics Tracking
- Benefits Administration
- Claims Support
- FMLA/Leave Administration
- ACA Compliance
- COBRA
- Enrollment Support
Selected Achievements
- Consistently maintained accurate, compliant documentation in electronic health records (Epic), demonstrating strong data integrity skills applicable to benefits records and enrollment systems.
- Proven ability to support high-volume, deadline-driven environments while maintaining confidentiality and regulatory compliance.
- Experience training and onboarding staff to department procedures-useful for benefits enrollment guidance and explaining plan details to employees.
Timeline
ER Technician
Mercy Hospital
11.2024 - 11.2025
Certified Nursing Assistant (CNA)
Interim HealthCare
01.2024 - 01.2025
Medical Assistant Apprentice
MaineHealth
02.2023 - 05.2023
Dispatcher
AAA Northern New England
09.2016 - 11.2018
Customer Satisfaction Representative
L.L. Bean
11.2014 - 01.2015
Banking Specialist I
TD Bank
02.2014 - 07.2014
Some College - Nursing
Southern Maine Community College
GED -
Mechanic Falls Adult Education Center