Monique L. Gibson

**** ********* ******, ********* *

Cell: 916-***-****

Sacramento, California 95824

E-mail: ad05km@r.postjobfree.com

CAREER OBJECTIVE

A position that offers the opportunity for advancement.

SKILLS & ABILITIES

• Operating Multi-line Telephone

• Resolving Customer Concerns/ Excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections

• Scheduling Appointments/Deliveries

• Performing Follow-up Activities, demonstrated effective time management skills with the ability to work independently and in a collaborative team environment

• Knowledge of Managed Care Plans

• Enrolling/Dis-enrolling Clients

• Performing Data Entry/Retrieval/ EMR

• Providing Customer Service, Strong critical thinking and decision-making skills with attention to detail/ Ability to work in fast-paced environment and meet deadlines without sacrificing member service

• Active listening/paying attention to detail

• Microsoft word, excel, outlook, RJ health, Remote desktop, Doma, claims viewer

• Following Policies and Procedures, ABT,Goanywhere

• Reading Standard Scripts, Aptitude for learning and using a variety of computer systems simultaneously and using technology to solve member issues

EXPERIENCE

Direct Loan Processor

Golden 1 Credit Union- Rancho Cordova, 03/2023 to 07/2023

Was Assigned by Searchpros to Golden 1 as Loan Processors are responsible for the fulfillment operations of new consumer loan applications originating through direct lending channels such as credit cards, personal loans, and vehicle loans. Engages in interactions that ensure Client members encounter a positive experience beginning from loan application through finalization and funding. This position corresponds effectively and professionally with Client members via Web messages, e-mail, and phone. Maintain 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. Gather information from members to satisfy loan conditions in order to determine suitability for loan funding. Prepare loan documents and send to the member to sign via DocuSign; prepare approved loans for disbursement to members accordingly. Audit various operational documents, including executed loan documents, and reports to ensure proper procedural compliance, accuracy and authenticity. Meet performance standards comparable to grade level in funded loan and/or e-mail volume, and phone efficiency in a fast-paced environment. Perform support functions such as e-mail correspondence, consumer loan fulfillment, audit, call escalations. Maintain a working knowledge of Client lending policies and procedures to ensure compliance. Results-oriented including a willingness to take on any task required to meet or exceed team goals and objectives. Perform financial analysis of personal and corporate tax returns and applicable schedules, 4506T forms,W-2s, and pay stubs. Ability to identify potential fraud, suspicious activity, and identity theft.

(ROI) Release of Information Specialist

Vital Records Control Companies for all of UC Davis Health, Rancho Cordova 11/2022 to 03/2023

Assigned different request types which will primarily be Continuing Care and Disability Determination Services, with cross-training on other request types as the supervisor deems appropriate based on experience and performance such as Patient Access, HCO and Third-Party request. Accesses Release of Information requests and medical records for healthcare client(s) according to the specific procedure and security protocol for each client, Completes Release of Information requests daily, prioritizing requests as needed based on turnaround timeframes and procedures of VRC and the service agreement between the healthcare facility and VRC, validates requests and signed patient authorizations for compliance with HIPAA, other applicable federal and state statutes, and established procedure, classifies request type correctly, logs request into ROI software, retrieves and uploads requested portions of the patient’s medical chart (from electronic or physical repository), performs Quality Control checks to ensure accuracy of the release and to avoid breaches of Protected Health Information (PHI), releases request to the valid requesting entity, Rejects requests for records that are not HIPAA-compliant or otherwise valid, For records pulled from a physical repository, returns records to proper location per VRC and healthcare client procedure, Documents in ROI software all exceptions, communications, and other relevant information related to a request, Alerts supervisor to any questionable or unusual requests or communications, Alerts supervisor to any discovered or suspected breaches immediately. Send out records by secure email, mail, and fax. Sort hard copy mail as well incoming email by logging and processing request for records through Epic. Adobe to redact and protect records. Use ABT and Goanywhere to send records.

Inbound Customer Support Representative

First Technology Federal Credit Union, Rocklin 11/2021 to 08/2022

Support inbound member calls and perform member financial transactions, Identify and offer the best products and services to meet the member’s financial needs, including partner services such as insurance, investments and mortgage. Assist with members’ digital inquiries (mobile and online banking), engage with eSupport or Helpdesk as appropriate, meet quarterly call efficiency metrics and service objectives, actively evaluate the member interaction to determine satisfaction level, de-escalating / troubleshooting or escalate as appropriate to address each member’s unique needs. Partner with back office and support teams to facilitate offering of products and services and ensure member needs are being met Participate in training and utilize available resources to maintain in depth current knowledge of all current credit union products and services Proactively engage appropriate team member(s) or leaders for issue resolution and ongoing training support.

Medical Claims Examiner I

Health Net, Rancho Cordova, CA 11/2017 to 11/2018

Was Assigned by Wollborg Michelson to Health Net as Medical Claims Examiner I to process claims for the VA. Process claims to determine type and amount of benefit payable. Verify DX codes, Reject or accept documentation determine benefit due and start the denial or payment process to resolve medical claims, Verify and analyze data used in settling claims to ensure that claims are valid and that settlements are made according to company practices and procedures. Make sure authorizations matches the claims to ensure its being paid correctly. Research required or missing information to locate the correct Veteran to get the claim approved and paid. Involved in special projects such refunds, home health agency and home infusion. Duplicate payments and regular pends as well as claim corrections such as adjustments/ recoups and new day claims as well as pricing. In refunds researching the returned checks and taking the appropriates steps to resolve the issues. Process claims for institutional (UB04) and professional claims.

Loan Repayment Counselor

ECMC – Educational Credit Management Corp, Mather, CA 05/2017 to 11/2017

Was Assigned by Randstad Staffing to Educational Credit Management Corporation, as a Counselor we take inbound and outbound calls to provide assistance to borrower with delinquent federal student loans. We provided accurate and effective ways to help prevent them from defaulting on their loans. Provide borrowers with assistance to get their student loans back into good standing loans with their servicer. Provider servicers contact information and repayment options. We engage with borrowers with great customer service to show that we care and here to help.

Loan Repayment Counselor

ECMC – Educational Credit Management Corp, Mather, CA 09/2015 to 02/2016

Was Assigned by Ajilon Staffing to Educational Credit Management Corporation, as a Counselor we take inbound and outbound calls to provide assistance to borrower with delinquent federal student loans. We provided accurate and effective ways to help prevent them from defaulting on their loans. Provide borrowers with assistance to get their student loans back into good standing loans with their servicer. Provider servicers contact information and repayment options. We engage with borrower with great customer service to show that we care and here to help.

Account Representative Customer Service

Wittman Enterprises LLC, Rancho Cordova 10-2014 to 09/03/15

Placed and answered calls on multi-line telephone system. We are a Billing office for multiple ambulance companies as account rep we do follow-up calls to gather health insurance or auto information to bill services or set up payment plans. We talk to an attorney or lawyer to set up liens. Do mail correspondence for invoice that were sent to patient and mailed back in to bill their insurance call health insurance to check eligibility for the type of health plan or auto insurance. We do a lot of research through the different programs that we use such as eligibility checker. Have training in Hippa, hospital Trans, Gathering patient info to bill services. Checking the status of health and auto claims.

Call Center Representative 05/2014 to 09/2014

Becks Furniture, Rancho Cordova, California

Placed and answered calls on a multi-line telephone system for all three Becks Furniture store locations; assisted customers with damaged or broken furniture for repair or replacement; resolved customer concerns, complaints and conflicts; scheduled deliveries and technician appointments on the computer database; received and sent e-mails; performed follow-up activities and confirmed shop repairs and scheduled appointments; verified customer information and completed reports; filed correspondence.

Customer Service Representative 12-2013 to 3-2014

Total Clerical Services, Inc., Waltham, Massachusetts

Was assigned by Total Clerical Services to Maximus Inc. in Folsom California, then reassigned to Health Care Options in the same building after passing their test requirements; answered multi-line telephone and placed outbound support calls; assisted elderly individuals and low income families; enrolled and dis-enrolled them in health and dental care services; followed policies and procedures; utilized knowledge of managed care plans that were available to them in their service area; informed them concerning their enrollment status; performed other duties as assigned.

Clerk I 12/2012 to 04/2013

Manpower Temporary Services, Folsom, California

Was assigned by Manpower to Cash for Junk Cars in their Pick-N-Pull Call Center; performed data entry and retrieval; provided quality customer service and utilized patience in assisting customers with questions and concerns; supplied automatically generated computer quotes based on the condition of vehicles and Vehicle Information Numbers; occasionally received donated vehicles; ensured forms were correctly completed and verified the accuracy of documents.

Customer Service Representative 09/2012 to 11/2012

AppleOne Inc., Sacramento

Was Assigned by AppleOne to the TeleDirect Call Center scheduling clients for different seminars; performed data entry; provided friendly customer service to new and existing clients; fielded a high volume and variety of inbound call including but not limited to: Seminar Reservations, Auto Loan Applications, PBS Television Donations, and Catalogue Orders; read standard sales and rebuttal scripts.

EDUCATION & TRAINING

Cosumnes River College, Sacramento, California - General Education Coursework

Natomas Charter School, Individualized Learning Program, Sacramento, California - High School Diploma Class of 2006

PERSONAL QUALITIES

Friendly • Motivated • Team player • Hardworking • Patient • Reliable

References Available Upon Request

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