Angelica Lawson
Baytown,TX
Summary
Compassionate and detail-oriented Patient Experience and Healthcare Support Professional with over 10 years of experience in eligibility determination, call center operations, and patient services. Skilled in appointment scheduling, insurance verification, billing support, and patient advocacy, with a proven ability to resolve inquiries with professionalism and empathy. Adept at collaborating with providers, billing teams, and clinical staff to ensure seamless patient care while maintaining compliance with HIPAA, and organizational standards.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Support Specialist (Remote)
Teleperformance USA
04.2025 - Current
- Serve as the first point of contact for customers, addressing inquiries with empathy and professionalism.
- Verify insurance details, resolve billing and service questions, and provide clear guidance on customer responsibilities.
- Assist with agent appointment scheduling and follow-up coordination to ensure smooth client experiences.
- Document all interactions in CRM systems , (SharePoint) with accuracy and compliance.
- Collaborate with peers and leadership to improve service delivery and promote positive patient satisfaction.
ISS Clerk 4
Goose Creek CISD
Baytown, TX
08.2024 - 08.2025
- Responded to a high volume of inquiries from students, parents, and staff, providing timely resolutions.
- Scheduled and rescheduled appointments while maintaining confidential records in compliance with district standards.
- Supported onboarding and training of new staff to improve efficiency and service quality.
Portrait Mentor & Client Services Manager
A Little Taste of Heaven Photography
Houston, TX
12.2017 - 04.2024
- Acted as the primary client contact, managing bookings, scheduling, and billing inquiries.
- Delivered outstanding customer service throughout the client journey-from consultation to service follow-up.
- Built strong client relationships by providing education on services and tailoring solutions to individual needs.
Texas Works Advisor II (Remote)
Texas Health & Human Services
Houston , TX
06.2010 - 12.2017
- Determined Medicaid and SNAP eligibility, verifying demographic, insurance, and financial information.
- Assisted patients with insurance coverage questions, billing inquiries, and pre-authorizations.
- Conducted detailed interviews, compiled case data, and prepared reports to support eligibility determinations.
- Partnered with providers, brokers, and labs to resolve issues and ensure accurate care coordination.
- Maintained compliance with HIPAA and state regulations for all patient records.
Front Desk Clerk Manager
Holiday Inn
Baytown, TX
06.2007 - 04.2010
- Served as the first point of contact for guests, handling reservations, billing, and service inquiries.
- Resolved escalated concerns using empathy, de-escalation, and effective problem-solving.
- Trained and supervised front desk staff to ensure consistent and high-quality guest experiences.
Education
Some College Coursework - Nursing
Lamar University
Beaumont, TX08.2025
High School Diploma -
Sterling High School
Baytown, TX05.2006
Skills
- Patient Interaction
- Appointment Scheduling
- Coordination
- Insurance Verification
- Billing Support
- Pre-Authorizations
- CRM Systems
- EMR Systems
- SharePoint
- Medicaid Eligibility
- SNAP Eligibility
- Healthcare Coverage Assistance
- High-volume contact center support
- Inbound Calls
- Outbound Calls
- Problem resolution
- De-escalation
- Patient Advocacy
- HIPAA Compliance
- Confidential Documentation
- Microsoft Office Suite
- Google Workspace
- Eligibility Determination
- Billing Assistance
- Coverage Support
- Task Prioritization
- Remote Productivity
Certification
- Microsoft Office (Excel, Word, Outlook, Teams)
- CRM Systems (Salesforce, SharePoint)
- HIPAA Compliance & Patient Confidentiality
- Typing Speed: 65 WPM
Timeline
Customer Support Specialist (Remote)
Teleperformance USA
04.2025 - Current
ISS Clerk 4
Goose Creek CISD
08.2024 - 08.2025
Portrait Mentor & Client Services Manager
A Little Taste of Heaven Photography
12.2017 - 04.2024
Texas Works Advisor II (Remote)
Texas Health & Human Services
06.2010 - 12.2017
Front Desk Clerk Manager
Holiday Inn
06.2007 - 04.2010
Some College Coursework - Nursing
Lamar University
High School Diploma -
Sterling High School
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