APRIL LAUCK
Okemos
Summary
As customer service professional, I bring valuable experience in addressing and resolving customer issues effectively. I am known for strong focus on team collaboration and achieving positive outcomes. I am reliable and adaptable with excellent communication and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Patriot Strategies, LLC
Washington, DC
03.2026 - 05.2026
- Answered incoming calls from primarily provider offices regarding referrals, benefits/eligibility, and provider on-boarding
- Answered incoming calls from Veterans regarding Urgent Care and pharmacy benefits
- Created urgent care referrals
- Use of Excel, Microsoft Word, Mednet, VA Staff Portal, Citrix, Zoom, Teams, Outlook
Customer Service Representative II
UST Healthproof, Clover Contract
Aliso Viejo, CA
10.2025 - 01.2026
- Answer incoming calls from primarily members but also provider offices (billers)
- Answer benefit questions about member's Medicare Advantage insurance plan
- Help members contact facility/Dr.'s offices regarding prior authorizations and billing questions
- File grievances by phone and explain the written appeal process
- Give member's balance of their over-the-counter (OTC) benefits and Live Healthy Rewards
- Use of Excel, Microsoft Word, Salesforce, Guidingcare, Zelis, AWS, HRP
Customer Service Representative
Med Metrix
Parsippany, NJ
07.2025 - 09.2025
- Answer incoming calls from primarily patients but also insurance companies and attorneys
- Answer billing related questions
- Transfer calls for payments over the phone for bills; set up payment plans; refer patients to the financial assistance department
- Use of Excel, Microsoft Word, Powerchart, Epic EHR/EMR system
Customer Service Representative
Noridian
Fargo, ND
05.2024 - 06.2025
- Answer incoming calls from Dr's offices and third party billers regarding questions about Medicare Part B claims
- Place call backs for any calls that were escalated for more research
- Use of Excel, Microsoft Word, Claims system
Client Success Specialist
GreenPath Financial Wellness
Farmington Hills, MI
06.2023 - 02.2024
- Answer incoming calls from clients regarding their debt management plan
- Call creditors regarding client's debt(s)
Customer Service Representative
Trinity Health
Livonia, MI
10.2022 - 05.2023
- Answer incoming calls from primarily patient but also insurance companies and attorneys
- Answer billing related questions
- Take payments over the phone for bills; set up payment plans; refer patients to financial assistance department
- Use of Excel, Microsoft Word, Powerchart, Epic EHR/EMR system
Customer Service Representative
Morley
Saginaw, MI
07.2021 - 10.2022
- Answer incoming calls from providers, members, and agents
- Do research to find out why a claim was denied
- Call provider offices to verify insurance acceptance/balance billing issues
- Give eligibility and insurance information
Patient Access Representative
Henry Ford Allegiance Hospital
Jackson, MI
03.2021 - 07.2021
- Check patients into the Emergency Room (ER)
- Go into ER rooms to gather all patient demographic and insurance information
- Answer/transfer telephone calls on a multi-line phone
- Give directions to patients for our location
- Secretarial duties
- Use of Excel, Microsoft Word, Powerchart, Epic EHR/EMR system
- Verify insurance
Patient Access Representative
McLaren Primary Care
Okemos, MI
10.2019 - 12.2020
- Answer/transfer telephone calls on a multi-line phone
- Give directions to patients for our location
- Secretarial duties
- Use of Excel, Microsoft Word, Powerchart, (Cerner) and RevCycle (Cerner)
- Collect co-pays
- Verify insurance
Patient Access Representative
Williamson Family Medicine (McLaren)
Williamston, MI
04.2019 - 10.2019
- Answer/transfer telephone calls on a multi-line phone
- Give directions to patients for our location
- Secretarial duties
- Use of Excel, Microsoft Word, Powerchart, (Cerner-EHR) and RevCycle (Cerner-EHR)
- Billing edits
- Collect co-pays
- Verify insurance
Switchboard operator
Community Mental Health (CMH)
Lansing, MI
06.2018 - 04.2019
- Answer/transfer telephone calls
- Direct clients and visitors where to go for their appointment/meeting
- Secretarial duties
- Use of Excel, Microsoft Word, and SmartCare (EHR)
Assistant ultrasound tech./dictation reports
Triad Diagnostics LLC
Novi, MI
06.2014 - 04.2019
- Enter patient information into the computer
- Explain the test and answer any questions
- Cleaning of equipment/supplies used
- Secretarial duties (place phone calls to patients, schedule patients, update patient files, etc.)
- Use of Excel, Microsoft Word, and Practice Fusion (EHR)
Charter House-Van Driver
Community Mental Health (CMH)
Lansing, MI
09.2017 - 06.2018
- Drive clients to/from the Charter House
- Sometimes drive clients to a Dr. appt.
Education
Associates of Applied Science -
Baker College of Owosso
06-2014
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Call center experience
- Computer proficiency
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Call management
- Follow-up skills
- Documentation
- Microsoft Office Suite
Timeline
Customer Service Representative
Patriot Strategies, LLC
03.2026 - 05.2026
Customer Service Representative II
UST Healthproof, Clover Contract
10.2025 - 01.2026
Customer Service Representative
Med Metrix
07.2025 - 09.2025
Customer Service Representative
Noridian
05.2024 - 06.2025
Client Success Specialist
GreenPath Financial Wellness
06.2023 - 02.2024
Customer Service Representative
Trinity Health
10.2022 - 05.2023
Customer Service Representative
Morley
07.2021 - 10.2022
Patient Access Representative
Henry Ford Allegiance Hospital
03.2021 - 07.2021
Patient Access Representative
McLaren Primary Care
10.2019 - 12.2020
Patient Access Representative
Williamson Family Medicine (McLaren)
04.2019 - 10.2019
Switchboard operator
Community Mental Health (CMH)
06.2018 - 04.2019
Charter House-Van Driver
Community Mental Health (CMH)
09.2017 - 06.2018
Assistant ultrasound tech./dictation reports
Triad Diagnostics LLC
06.2014 - 04.2019
Associates of Applied Science -
Baker College of Owosso