Ebony Berry has over 10 years of experience in customer service roles, primarily in the healthcare industry. She currently works as a Member Services Specialist for a dental benefits company, where she handles inbound calls and fulfillment requests while ensuring compliance. Previously, she held roles as a Patient Accounts Representative, Referral Specialist, and Customer Service Representative for various healthcare organizations. Berry has strong skills in Microsoft Office, medical terminology, and conflict resolution.

1. Ebony M. Berry
331 West Caldwell St Compton, CA 90220 • Cell: (323) 362-8234 • ebony_berry@83@yahoo.com
PROFESSIONAL SUMMARY
Qualified Customer Service Representative offering a record of successful job performance, proven problem solving
ability and experience developing and implementing innovative solutions. Well versed in customer support in high call
volume environments. Superior computer skills and telephone etiquette.
SKILL HIGHLIGHTS
 Able to comply with confidentiality and privacy practice
 Vigilant professional with effective progress monitoring skills
 Highly proficient in multi-channel contact center software
 Substantial knowledge of medical terminology
 Expert in MS Office Suite
 Proficient in conflict resolution
WORK EXPERIENCE
Dental Health Services
Long Beach, CA
Member Services Specialists 09/2016-current
To answer allincoming calls with inquiries related to dentalbenefits, eligibility, provider information, claims, grievance and appeals,
fulfillment requests and other miscellaneous inquires. Member Services Specialists must observe alllocal, state and federal
guidelines and regulations. Must be HIPAAcertified. Must answer a minimum of 80 incoming calls per day, maintain a quality
score of 95% or greater and demonstrate excellent verbaland written communication skills. Review and respond, if appropriate to all
e-mail communications same day and no later than 24hours from receipt. Seeks, understands and responds tothe needs and
expectations of internal and external customers in a professionalmanner. Solely conduct outboundcampaigns when directed.
Required to safeguard and secure any and all PHI from misuse in strict accordance with DentalHealth Services’ information security
policies and procedures. Ability to thoroughly document interactions and outcomes, in host system for accurate tracking and
analysis.
NAVIGANT CYMETRIX
Gardena, CA
Patient Accounts Representative 07/2015-06/2016
Complete all business related requests and correspondence, business letters and complaints from patients and insurance
companies. Answer a minimum of 75 calls a day for Self-Pay inquiries. Complete all assigned projects in a timely
manner by assisting client and patients in all requested tasks. Research and respond to all patient inquiries received by
telephone and mail. Resolve account balances to zero prior to accounts being forwarded to an outside agency for
collections. Resolve accounts and patient issues and making documentation to account, with necessary follow up to the
correct departments or persons. Assisted patients with processing of payments online, over the phone or by mail with a
major credit card or a check. Resolve or settle accounts by setting up payment arrangements. Update patient demographic
information and initiate account adjustments. Ability to assist patients and insurances related to CPT, ICD9 and ICD 10
codes. Ability to understand and discuss Medicare claim recaps and EOBs Review accounts and billing for patient
accounts. Initiate and follow through on projects and work independently with minimal supervision required.
Knowledgeable in commercial and private insurances. Educated and assisted providers in reprocessing denied claims.
WELLPOINT
LA County
AIM Specialty Health Referral Specialist I 02/2015-07/2015
Performed physician-level case reviews and appeals. Provided clinical review of outpatient advanced imaging procedures
such as CT, MRI, Nuclear Cardiology, Echocardiogram and PET Scans. Suggested alternative studies and sites of care to
ordering and rendering providers when appropriate. Actively participated in physician team meetings. Demonstrated and
maintain knowledge of relevant policies and regulations pertaining to imaging modalities. Complied with all AIM
Specialty Health protocols, policies and procedures.
Customer Service Representative II 06/2009 to 02/2015
Performed due diligence in an effort to assist members and providers with accurate medical benefit claims. Executed and
edit accounts per member request. Answered all member, provider or medical group inquires in a timely manner.
Knowledgeable of claims and company based applications. Assisted members with web based applications. Audited
reports and supply data to fulfill customer report requirements

2. ADT
Torrance, CA
Bel-Air Patrol Specialist 07/2008 to 02/2009
Assisted all residential and or business clients, daily, by phone with securing monitored premises. Dispatched armed
security officers, police officers, or the fire department for incoming calls. Handled a high volume of radio calls, phone
calls and keyed info into system simultaneously. Maintained focus in a fast paced, intense environment
PUBLIC STORAGE
Glendale, CA
Customer Service Sales Support Representative II 06/2005 to 05/2008
Assisted customers with the purchase or rental of portable storage containers. Addressed and answered all customer
service questions related to public storage, moving and/or storage. Resolved customer complaints and adjusted orders.
Evaluated customer needs to determine appropriate action, escalated questions to management when necessary
EDUCATION AND TRAINING
Los Angeles Southwest Community College, Los Angeles, CA
El Camino Real High School, Woodland Hills, CA