April Lakey
Detroit,MI
Summary
Ready to tackle a new challenge in the healthcare field. Passionate and reliable individual with multiple healthcare background experiences Call Center Supervisor for Ambetter Healthcare, Lead Call Center Representative for Otolaryngology, and Insurance Coordinator just to name a few. Medical terminology knowledge. Proficient in reading medical claims and coding. Prior authorization experience. Team-oriented person with great decision-making skills. Familiar with commercial and private insurance carriers. Confident in any healthcare field challenge.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Rental Arbitrage Host
Self Employed
Auburn Hills, MI
04.2021 - Current
- Customized homes in accordance with luxury and quality standards, continuously surpassing guest expectations.
- Accommodated last minute requests to address needs of guests, achieving top guest satisfaction and repeat business.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Maintain 5-star rating from over 186 + guests worldwide and Superhost status
- Coordinated with various cleaning company to ensure COVID-19 guidelines are met for safety of every guest
- Developed and implemented marketing strategies to increase occupancy ratings
- Provide guests self check in experiences with keyless code system
Remote Call Center Supervisor
BroadPath Healthcare/ Ambetter Healthcare
Phoenix, AZ
10.2017 - 04.2021
- Supervised team of 25-30 call center agents and was responsible for agents performance and customer satisfaction
- Supervised efficient on boarding process for new agents, reducing turnover by 10%
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Developed strategies that improved agent schedule and productivity metrics by 20%
- Trained team members on performance metrics and consumer behavior identification
- Developed and implemented customer service policies and procedures
Lead Call Center Representative
University Of Michigan
Ann Arbor, MI
06.2011 - 08.2017
- Scheduled outpatient's appointments for 60 + ENT providers for pediatric and adults patients
- Received high volume of inbound calls of 10,000+ within month time radius with varying degrees of questions or concerns
- Created software database for scheduling guidance
- Participated in coaching, training, and feedback for new hires
- Managed digital appointment request from external providers
- Upload medical records into MyChart
- Prepared new patient packets
Out of County Coordinator
University Of Michigan
Ann Arbor, MI
06.2011 - 08.2017
- Held dual position Out of Country Coordinator and Lead Call center representative
- Scheduled peer to peer appointments
- Reviewed medical records aside with Chief of Department physician to determine if patient is eligible for sponsorship for treatment
- Scheduled physicians orders
- Worked closely with Sponsorship department for approval for stat patients
- Handled prior authorizations request
Intensive Care Unit Clerk
University Of Michigan
Ann Arbor, MI
05.2010 - 06.2011
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Maintained all unit patient records
- Greeted and directed patients, staff, and families to appropriate locations
- Coordinate patient care with other departments, specialist visits, and lab orders and prepare discharge paperwork
- Responded to paging requests, obtaining needed services from registered nurses, licensed practical nurses, physicians, and aides
- Prepared admissions charts and scanned records.
- Coordinated patients' post-discharge treatment plans with physicians and other nurses to promote continuity of medical care
Education
Bachelor of Science - Health Administration
Oakland Community College
Royal Oak, MI12.2019
Skills
- Complaint Resolution
- Physician communication
- Time Management
- Insurance Processing
- Quality Control
- Inbound Phone Call Management
- Verbal and Written Communication
- Training Experience
- Customer Service
- Chart Auditing
- Account Updating
- Knowledge in Prior Authorizations
- Medical Benefits
- Filing Grievances and Appeals
- Medical Terminology
- Confidentiality and HIPAA
- Commercial and Private Insurance
- Softheon payment processing system
- Telemedicine
- ICD-9 Knowledge
- Claims Review
- Scheduling Database Creator
- Patient Portal Educator
- Electronic Health Record (EMR or EHR)
- Mi-chart (Epic)
- Ambulatory Care
- Patient Portal
Accomplishments
- Received Employee Spotlight in 2012 which made Headlines on the University of Michigan website
- Received Employee of the Year Award Plague in 2013, which also made headlines on the University of Michigan Website
- Received 20+ Making a Difference Awards from patients and physicians
Certification
- 2011-07 Intelligence for Homeland Security Organizational and Policy Challenges
- 2023-06 Foundation: Data Data Everywhere
- 2023-06 Foundations of Cybersecurity
- 2023-08 Sound the Alarm Detection and Response
- 2023-07 Play it Safe: Manage Security Risks
- 2023-07 Connect and Protect: Networks Security
- 2023-08 Assets, Threats, and Vulnerabilities
- Currently pursuing Medical billing and Coding
Timeline
Rental Arbitrage Host
Self Employed
04.2021 - Current
Remote Call Center Supervisor
BroadPath Healthcare/ Ambetter Healthcare
10.2017 - 04.2021
Lead Call Center Representative
University Of Michigan
06.2011 - 08.2017
Out of County Coordinator
University Of Michigan
06.2011 - 08.2017
Intensive Care Unit Clerk
University Of Michigan
05.2010 - 06.2011
Bachelor of Science - Health Administration
Oakland Community College