Summary
Overview
Work History
Education
Skills
Timeline
Generic

Diesha Lawson

St Louis,MO

Summary

Enthusiastic, highly - motivated client service professional with strong background in quality assurance, directly interfacing with health and industry customers. Well versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Overview

10
10
years of professional experience

Work History

Claim Analyst II

Centene
St. Louis, MO
03.2021 - 08.2023
  • Verified medical records for accuracy and completeness of data entry.
  • Entered patient demographics, insurance information, diagnosis codes, and other relevant data into computerized database.
  • Reviewed physician documentation to ensure accurate coding of diagnoses and procedures.
  • Performed quality assurance checks on data entry accuracy.
  • Shared incomplete and deficient data sets with supervisors for resolution.

Customer Support Specialist

United Healthcare
Earth City, MO
12.2019 - 01.2021
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Answered incoming calls and responded to customer inquiries in a timely manner.
  • Verified patient eligibility for benefits according to healthcare policies and procedures.
  • Monitored QA procedures for adherence by employees notifying personnel of non-compliance issues.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Upheld quality control policies and procedures to increase customer satisfaction.

Customer Service Lead

Verizon Wireless
St Louis, MO
07.2015 - 12.2016
  • Resolved escalated issues from team members or customers in an efficient manner.
  • Coached, motivated & counseled staff on performance including administrating disciplinary action when necessary.
  • Generated reports on key metrics such as average response time, first call resolution rate. Monitored team performance against set targets and KPIs
  • Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
  • Conducted periodic audits of call recordings and emails sent by agents for quality assurance purposes.

Customer Service Representative

Convergys, AT&T
Arnold, MO
04.2013 - 02.2015
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.

Education

High School Diploma -

Normandy High School
St Louis, MO
05-2011

Skills

  • Audit Support
  • CRM Software
  • 10-Key
  • Documentation And Reporting
  • Regulatory Compliance
  • System Analysis
  • Data Entry
  • Call Management
  • Inbound and Outbound Calling
  • De-Escalation Techniques
  • Multi-Task Management
  • Positive and professional

Timeline

Claim Analyst II

Centene
03.2021 - 08.2023

Customer Support Specialist

United Healthcare
12.2019 - 01.2021

Customer Service Lead

Verizon Wireless
07.2015 - 12.2016

Customer Service Representative

Convergys, AT&T
04.2013 - 02.2015

High School Diploma -

Normandy High School

Similar Profiles

CREATE PROFILE
Diesha Lawson