Carla Washington
Dallas,GA
Summary
Knowledgeable Lead Customer Service Specialist committed to simultaneously handling customers and associates needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Versed in troubleshooting and desktop support. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles.
Overview
8
8
years of professional experience
Work History
Lead Patient Access Representative
Methodist Dallas Medical Center
06.2019 - Current
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's records.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Trained new staff on hospital processes and procedures.
Medicare Eligibility Specialist
Health And Human Services Commission, HHSC
02.2017 - 05.2019
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Entered data in EMR database to record payer, authorization requirements and coverage limitations.
- Communicated with people from various cultures and backgrounds on application process.
- Interviewed patients to complete case histories and intake forms.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Processed and certified documents for accuracy and compliance with government regulations.
- Diagnosed and troubleshot hardware, software and network issues.
Lead Customer Service Specialist
LIBERTY MUTUAL INSURANCE
08.2015 - 02.2017
- Responded to 50+ customer calls swiftly to resolve issues and answer questions.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Counseled prospects and policyholders on coverage, limits and regulations.
- Contacted underwriters and submitted forms to obtain binder coverage.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Configured hardware, devices, and software to set up work stations for employees.
Education
Bachelor of Science - Business Administration And Management
Navarro College
Corsicana, TX06.2024
Skills
- Analytical Skills
- Customer Service Orientation
- Critical Thinking
- Organizational Skills
- Multitasking Abilities
- Attention to Detail
- Strong Leadership
- Problem-Solving
Timeline
Lead Patient Access Representative
Methodist Dallas Medical Center
06.2019 - Current
Medicare Eligibility Specialist
Health And Human Services Commission, HHSC
02.2017 - 05.2019
Lead Customer Service Specialist
LIBERTY MUTUAL INSURANCE
08.2015 - 02.2017
Bachelor of Science - Business Administration And Management
Navarro College