Alexis Yang
La Crosse
Summary
With over 10 years of experience in various customer service roles, I am an accomplished professional excelling in multitasking, resolving grievances or complaints, and delivering exceptional customer service. Expertise extends to medical billing, medical records, and insurance verification with demonstrated proficiency. Strong communication skills and meticulous attention to detail are key strengths enabling effective customer connection and precise fulfillment of their needs.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Desk Operations Specialist
Mayo Clinic Health System
La Crosse
06.2025 - Current
- Provided comprehensive administrative support, including scheduling appointments and managing records.
- Managed cancellations or no-shows efficiently, proactively filling open slots with patients from waitlists or urgent care needs.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Facilitated smooth communication between patients and healthcare providers, addressing inquiries or concerns related to appointments.
- Streamlined patient records management processes, facilitating timely retrieval and updating of patient information.
- Reviewed and validated medical claims submissions, ensuring accuracy and adherence to industry standards.
- Analyzed patient information and verified insurance eligibility to support efficient healthcare operations.
- Executed tasks within Epic system to maintain accurate patient records and facilitate effective communication among healthcare teams.
- Developed and maintained channels for effective communication to support project objectives.
Waitress
Hmong's Golden Eggroll
La Crosse
06.2022 - 01.2024
- Managed multiple tables simultaneously during peak hours while maintaining attention to detail and providing personalized service.
- Assisted in training new waitstaff on restaurant policies/procedures as well as menu knowledge to ensure consistent quality of service.
- Resolved guest complaints or concerns promptly and professionally, ensuring customer satisfaction at all times.
- Applied strategic leadership techniques to guide team members towards achieving organizational goals.
- Executed comprehensive analysis focusing on critical data points to enhance operational efficiency.
- Cultivated a resilient mindset to effectively manage and thrive during periods of transition.
- Conducted thorough reviews and assessments to identify and rectify discrepancies.
Customer Service Representative
Quartz Health Solutions
La Crosse
08.2022 - 10.2023
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution.
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Investigated and analyzed claim documents, including medical records, police reports, and witness statements to determine coverage eligibility.
Prior Authorization Specialist
Gundersen Lutheran Medical Center
La Crosse
02.2021 - 03.2022
- Reviewed and processed prior authorization requests for medical procedures, medications, and durable medical equipment.
- Verified patient eligibility and insurance coverage to ensure compliance with payer guidelines.
- Communicated with insurance companies to obtain approval or denial decisions for prior authorization requests.
- Utilized knowledge of medical terminology, CPT codes, ICD-10 codes, and HCPCS codes during review process.
Education
High school diploma -
Western Technical College
La Crosse, WISkills
- Patient records management
- Medical claims review
- Insurance eligibility verification
- Epic system
- Effective communication
Certification
CPR Certification
Timeline
Desk Operations Specialist
Mayo Clinic Health System
06.2025 - Current
Customer Service Representative
Quartz Health Solutions
08.2022 - 10.2023
Waitress
Hmong's Golden Eggroll
06.2022 - 01.2024
Prior Authorization Specialist
Gundersen Lutheran Medical Center
02.2021 - 03.2022
High school diploma -
Western Technical College