Chiquita Lawrence
Riverview,FL
Overview
9
9
years of professional experience
Work History
Patient Access Supervisor
Florida Orthopedic Institute
Tampa, FL
03.2023 - Current
- Responsible for supervising and leading staff in the patient access department to ensure excellent customer service and accurate registration.
- Ensured all policies and procedures related to patient access were followed.
- Developed, implemented, and maintained processes related to patient registration, insurance verification, pre-registration activities.
- Monitored employee performance and provided feedback on areas of improvement.
- Conducted training sessions for new hires and existing staff members on proper registration techniques.
- Assisted with resolving any issues that arose during the registration process.
Call Center Supervisor
Lavinta Inc
Las Vegas, NV
02.2019 - 10.2019
- Developed and implemented customer service policies and procedures.
- Provided guidance, training, coaching and mentoring to call center team members.
- Conducted performance reviews of call center staff and documented results.
- Implemented strategies to improve customer satisfaction levels.
- Resolved escalated customer complaints in a timely manner.
- Reviewed daily reports on call volume, abandoned calls and other statistics.
Customer Service Supervisor
Dekalb Medical Center
Decatur, GA
07.2015 - 09.2019
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Created reports on daily, weekly, monthly basis related to customer service activities.
Education
Bachelor of Science - Criminal Science
Ashworth College
Norcross, GA07-2012
Associate of Science - Business Administration
Ashworth College
Norcross, GA05-1987
Skills
- Appointment Scheduling
- Revenue Cycle Management
- HIPAA Compliance
- Team Management
Timeline
Patient Access Supervisor
Florida Orthopedic Institute
03.2023 - Current
Call Center Supervisor
Lavinta Inc
02.2019 - 10.2019
Customer Service Supervisor
Dekalb Medical Center
07.2015 - 09.2019
Bachelor of Science - Criminal Science
Ashworth College
Associate of Science - Business Administration
Ashworth College
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