Daysha Lawrence
Carrollton,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
22
22
years of professional experience
Work History
Customer Account Analyst II
UT Southwestern Medical Center
Dallas, TX
01.2024 - Current
- Contact or work directly with patients regarding their self-pay balance for payment or payment arrangements
- Contact patients regarding delinquent payment plans or to update payment plans when additional charges are needed
- Receive credit card payments over the telephone and post payment(s) to patient's accounts
- Add or correct insurance registration and files claims accordingly
- Document all actions taken on accounts in the system account notes to ensure all prior actions are noted and understandable by others
- Review accounts to resolve discrepancies on account balances and ensure payments are in accordance with the respective contract, appropriate discounts or applicable write-off completed
- Including posting any undistributed credits while talking to the patient or reviewing the account
- Resolve complex Deceased and/or Bankruptcy account issues to include resolving credits for insurance and/or patient
- Send accounts based on balance criteria to the Office of General Counsel
- Work accounts returned by the collection agencies that involve Deceased or Bankruptcy
- Work recalls from the collection agencies, verifying balances, providing statements, working bad debt credit balances
- Work the close and return reports from the collection agencies
- Assist as a back up to the Customer Service Team by answering patient/client calls when there are high call volumes
- Responds to written correspondence to all patient inquires in a timely manner
- Escalated patient inquiries will be sent to the Patient Financial Advocate for account resolution
- Perform audit of accounts to resolve discrepancies in account balances and ensure payments are in accordance with the respective contract, appropriate discounts or applicable write-off completed.
Insurance Verifier
HCA Healthcare Inc.
Farmers Branch, TX
08.2022 - 01.2024
- Handling self -pay quotes for services not covered by insurance or if patient does not have insurance
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients
- Navigated through multiple online systems to obtain documentation
- Instructed clients on amounts covered under benefits plans in easy-to understand terminology
- Obtaining referrals/authorizations for patients when their plan request for it
- Updating patient information/keeping records
- Updated patient and insurance data and input changes into company computer system.
Cashier
Wal-Mart
Plano, TX
05.2021 - 10.2022
- Operated cash register or POS system to receive payment by cash, check and credit card
- Accepted cash and credit card payments, issued receipts and provided change
- Answered customer questions and provided store information
- Collected payments and provided accurate change
- Delivered high level of customer service to patrons using active listening and engagement skills.
Patient Account Representative
Integris Baptist Hospital
Oklahoma City, OK
09.2020 - 02.2022
- Collaborated with relevant parties to resolve billing issues, insurance claims and patient payments
- Contacted insurance companies to check status of claim payments
- Reviewed flagged items daily and resolved issues
- Resolved inquiries from patients, families and external payers
- Submitted electronic bills following facility and legal compliance standards.
Customer Service Representative
Oklahoma Turnpike Authority
Oklahoma City, OK
09.2019 - 08.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Demonstrated excellent communication skills in resolving product and consumer complaints
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Set up and activated customer accounts.
Financial Counselor/Screener
Mercy Hospital
Oklahoma City, OK
10.2017 - 08.2019
- Screened inpatients for state and federal programs as well as financial assistance
- Completed and processed applications in a timely manner
- Data entry with no clerical errors
- Created and managed my own schedule when meeting with patients across Mercy Campus without direct supervision
- Assisted patients with Social Security/Disability benefits as well as Indian Health Services.
Customer Service Rep.
Maximus
Oklahoma City, OK
06.2012 - 08.2014
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Improved customer service wait times to mitigate complaints
- Assisted customers in problem resolution through inbound calling in a fast-paced environment
- Initiated follow-up calls to customers and maintained confidentiality and security of information
- Operated multiline phone system/switchboard among other clerical duties in a proficient and professional manner
- Responded to needs, questions, and concerns of internal and external customers.
Claims Expeditor
Farmers Insurance Group
Oklahoma City, OK
10.2002 - 09.2009
- Reviews document image to ensure appropriate image quality/all pages scanned correctly and requests rescan of document when necessary
- Reorients and reorders document pages as needed
- Uses established guidelines and/ or judgment to determine appropriate document type and necessary indexing fields.
Education
Medical Coding and Billing - Medical Coding And Billing
Brookline College
Oklahoma City, OK02-2012
High School Diploma -
Southeast High School
Oklahoma City, OK05-1999
Skills
- MS Windows XP
- Verbal Communications
- Problem-solving
- HIPAA
- Any Phone System
- Accounts Receivable
- Microsoft Outlook
- Medical Records
- Multiple Billing Systems
- 10 key Data Entry Typing (40 wpm)
- Filing
- Persuasive Negotiation
- MS office\Word\PowerPoint (10 years)
- Insurance Verification
- Analytical and Critical Thinking
- Personalized Financial Reviews
- Credit Accounts
- Managing Delinquent Accounts
- Problem Investigation
- Microsoft Billing Systems
- Basic Accounting/Bookkeeping
- Quality Assurance
Additional Information
ADDITIONAL INFORMATION, Verbal Communications Authorized to work in the US for any employer
Timeline
Customer Account Analyst II
UT Southwestern Medical Center
01.2024 - Current
Insurance Verifier
HCA Healthcare Inc.
08.2022 - 01.2024
Cashier
Wal-Mart
05.2021 - 10.2022
Patient Account Representative
Integris Baptist Hospital
09.2020 - 02.2022
Customer Service Representative
Oklahoma Turnpike Authority
09.2019 - 08.2020
Financial Counselor/Screener
Mercy Hospital
10.2017 - 08.2019
Customer Service Rep.
Maximus
06.2012 - 08.2014
Claims Expeditor
Farmers Insurance Group
10.2002 - 09.2009
Medical Coding and Billing - Medical Coding And Billing
Brookline College
High School Diploma -
Southeast High School