JeLisa Williams
Malone,FL
Summary
Experienced healthcare professional with over a decade of experience in customer service and healthcare administration. Demonstrates strong communication and problem-solving skills. Proficient in handling inquiries, resolving issues, and ensuring customer satisfaction. Recognized for teamwork, adaptability, and achieving results in changing environments. Skilled in conflict resolution, empathy, and efficient time management techniques.
Overview
9
9
years of professional experience
Work History
Medicare Enrollment Specialist
HealthPlan One
08.2024 - 04.2025
- Managed a high volume of 40 plus calls and enrollments on a daily basis while maintaining attention to detail and adhering to tight deadlines.
- Maintained a high level of accuracy by conducting thorough reviews of enrollment applications, ensuring compliance with CMS regulations.
- Collaborated with cross-functional teams to ensure smooth communication and efficient workflow in the enrollment process.
- Participated in ongoing education and training sessions to remain updated on changes in Medicare regulations and policies.
- Provided exceptional customer service during application submission, addressing any concerns or issues promptly and professionally.
- Delivered prompt resolution for member inquiries regarding their Medicare enrollment status, providing clear and concise information.
- Processed enrollments accurately and efficiently, minimizing errors that could lead to employee dissatisfaction or financial loss for the company.
Customer Care Representative
TTEC
01.2022 - 07.2024
- Managed high call volume of 50 plus calls daily with exceptional professionalism and efficiency.
- Assisted call-in customers with questions and orders.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Contributed to team success, consistently achieving call center performance metrics.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Lead Patient Service Representative
Tallahassee Orthopedic & Sports Physical Therapy
12.2020 - 06.2022
- Reduced no-show rate by implementing a reminder system for upcoming appointments, improving patient engagement and clinic efficiency.
- Assisted patients with scheduling appointments, verifying insurance, and processing billing inquiries.
- Resolved escalated patient concerns with empathy and efficiency to enhance overall satisfaction.
- Maintained compliance with HIPAA regulations and patient confidentiality standards
- Coordinated with medical staff and departments to streamline patient intake and service processes
- Processed patient records, updated account information, and managed insurance authorizations
- Implemented service improvements by identifying workflow gaps and optimizing procedures
- Increased revenue by 10% due to accurately collecting copayments at the time of service, reducing outstanding balances owed by patients.
Senior Medical Receptionist
Chipola Medical Associates
05.2017 - 07.2018
- Managed approximately 100 incoming calls, emails, and faxes per day from patients, medical providers, and insurance companies.
- Assisted patients with insurance verification, billing inquiries, and co-payment processing
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants
- Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications
- Scheduled follow-up appointments for patients as needed using an EHR system or practice management software program
- Answered multi-line phone system and directed callers to requested personnel and departments
- Assisted patients with insurance verification, billing inquiries, and co-payment processing
- Compiled and coded patient information or data in appropriate computer system
- Answered telephones and directed calls to appropriate medical or administrative staff
Front Desk Receptionist
Dothan ENT, Allergy and Asthma P.C.
02.2016 - 05.2017
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Scheduled 30 or more appointments accurately using reservation software, reducing conflicts or double bookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
Education
ASSOCIATE OF SCIENCE - MEDICAL ADMINISTRATIVE ASSISTANT
Ultimate Medical Academy
Clearwater, FL06-2016
Skills
- Customer support expertise
- Active listening
- Experience in healthcare operations
- Analytical Problem-Solving
- Efficient Data Processing
- Salesforce, Athena, Greenway, and EMR expertise
- Telecommunications support experience
- Proficient in advanced software applications
- Client Relationship Management
- Efficient Appointment Coordination
- Proficient in insurance eligibility verification
- Expertise in HIPAA compliance
- Confidentiality in patient records
- Proficient in typing with a speed of 60 WPM
Timeline
Medicare Enrollment Specialist
HealthPlan One
08.2024 - 04.2025
Customer Care Representative
TTEC
01.2022 - 07.2024
Lead Patient Service Representative
Tallahassee Orthopedic & Sports Physical Therapy
12.2020 - 06.2022
Senior Medical Receptionist
Chipola Medical Associates
05.2017 - 07.2018
Front Desk Receptionist
Dothan ENT, Allergy and Asthma P.C.
02.2016 - 05.2017
ASSOCIATE OF SCIENCE - MEDICAL ADMINISTRATIVE ASSISTANT
Ultimate Medical Academy
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