Tori Lawson
Rochester,MN
Summary
A dedicated and dependable professional with a “customer first” mindset, with over five years hands-on customer service and customer care experience, committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
5
5
years of professional experience
Work History
Primary Caretaker for Three Kids
Family Leave
09.2023 - Current
- Establish positive and nurturing bonds with pre-school faculty to keep lines of communication open for best educational experience for children.
- Maintain CPR/AED/FIRST AID certification to provide safety for my family members.
- Researched and trained in Environmental Allergy Awareness to better parent for safety of family in allergy sensitive household.
- Self-motivated, with strong sense of personal responsibility.
- Skilled at working independently and collaboratively in team environment.
- Proven ability to learn quickly and adapt to new situations.
- Manage time efficiently in order to complete all tasks within deadlines.
- Demonstrate respect, friendliness and willingness to help wherever needed.
Insurance Claims Customer Service Representative
Federated Mutual Insurance
05.2023 - 10.2023
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Managed modifications by detecting and correcting coding errors, decreasing error rates at high volume and speed.
- Used vertex software to process insurance claims in timely and efficient rate for increase of benefit transactions on daily basis.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Scanned, received and sent faxes to appropriate departments, including insurance claims, co-pay assistance information and patient documentation.
- Maintained professional relations while answering calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Exceeded goals through effective task prioritization and great work ethic
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Primary Care Specialist
Mayo Clinic
09.2022 - 03.2023
- Maintained updated knowledge of coding requirements, through continuing education and certification renewal.
- Verified, coded and added modifiers to diagnoses using( HIPAA) Health Insurance Portability and Accountability Act regulations.
- Guarded against fraud and abuse by verifying all coded data accurately reflected services provided.
- Reviewed outpatient records and interpreted documentation to identify all diagnoses and procedures.
- Accurately selected proper descriptive code when more than one anatomical location was indicated.
- Scanned and filed medical records in alphabetical order to maintain organized and up-to-date filing system.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Served as reliable liaison between healthcare providers, families, and patients to ensure seamless coordination of care efforts.
- Improved patient satisfaction by addressing concerns promptly and escalating issues as necessary to supervisory staff.
- Ensured clean, safe environment for patients by following infection control protocols and maintaining proper hygiene practices.
- Managed customer inquiries for all products and services.
- Successfully managed challenging behavioral situations by utilizing de-escalation techniques rooted in empathy.
Certified Nursing Assistant
Benedictine Living Community
02.2022 - 09.2022
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Maintained clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
Daycare Teacher's Assistant
Early Advantage Developmental Child Care Center
12.2019 - 02.2022
- Arrived at assigned areas on time, prepared, and ready to work.
- Complied with strict safety and organizational regulations, policies, and procedures.
- Established safe play environment for children.
- Served as positive role model, promoting healthy interpersonal behaviors.
- Encouraged child involvement in classroom experiences and group interaction.
- Set up playroom and childcare areas for safety and cleanliness.
- Assisted children with regular handwashing and wiped down hard surfaces often to minimize germ spread.
- Taught children to organize toys, wash hands, and share by leading by example.
- Provided lunchtime assistance to monitor children, assist with eating and serve food.
- Built constructive and open relationships with families with forthright yet friendly communication.
- Helped teacher prepare instructional material and displays.
- Took part in professional development workshops to boost skills.
Education
High School Diploma -
Calaveras Hills High School
Milpitas, CA06.2018
Skills
- Professional telephone demeanor
- Medical terminology knowledge
- Good communication skills
- Data Entry
- Front Desk & Administrative support
- Customer Service
- Complaint Handling
- Call center experience
- Payment Processing
- Live chat support
- Order Processing
Timeline
Primary Caretaker for Three Kids
Family Leave
09.2023 - Current
Insurance Claims Customer Service Representative
Federated Mutual Insurance
05.2023 - 10.2023
Primary Care Specialist
Mayo Clinic
09.2022 - 03.2023
Certified Nursing Assistant
Benedictine Living Community
02.2022 - 09.2022
Daycare Teacher's Assistant
Early Advantage Developmental Child Care Center
12.2019 - 02.2022
High School Diploma -
Calaveras Hills High School
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