Joelisa Lesure
Fort Lauderdale,FL
Summary
Empathetic and detail-oriented Healthcare Customer Service Representative with over six years of experience supporting patients and members with healthcare benefits, billing inquiries, and insurance claims. Skilled in resolving complex issues, navigating healthcare systems, and delivering high-quality service in fast-paced environments. Strong knowledge of HIPAA, medical terminology, and healthcare systems such as Epic and Facets.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Inbound Call Center Representative
Humana
06.2022 - Current
- Achieved 95% customer satisfaction rate by effectively handling high volumes of inbound calls from CarePlus members.
- Managed customer accounts utilizing CRM software to improve service efficiency.
- Promptly addressed inquiries related to durable medical equipment, grievances, and appeals.
- Escalated unresolved issues to management for timely attention and resolution.
Healthcare Customer Service Representative
Inktel Contact Center Solutions
01.2019 - 06.2022
- Streamlined management of patient information and appointments using healthcare software.
- Ensured HIPAA compliance for all confidential data handling.
- Collaborated with billing, coding, and clinical documentation teams to enhance operational efficiency.
- Handled high volume of incoming calls, providing exceptional service to patients and families.
Retention Customer Service Representative
AT&T
03.2017 - 01.2019
- Assisted customers with account inquiries and service issues.
- Documented customer interactions in CRM systems accurately.
- Maintained up-to-date knowledge of company products and services regularly.
- Provided technical assistance to customers through phone, email and chat support.
Education
High School Diploma -
Piper High School
Sunrise, FLSkills
- Medical Terminology & Health Insurance Knowledge
- Call Center & Inbound Call Handling
- Claims, Billing & Coverage Resolution
- HIPAA Compliance & Confidentiality
- EMR Systems (eg, Epic, Cerner)
- CRM/Call Center Software (eg, Salesforce, Zendesk)
- Microsoft Office (Word, Excel, Outlook)
- Conflict Resolution & Active Listenin
Certification
- Certified Professional Coder (CPC), AAPC - 2017
- HIPPA Compliance Training, Online Training Provider - 2017
Timeline
Inbound Call Center Representative
Humana
06.2022 - Current
Healthcare Customer Service Representative
Inktel Contact Center Solutions
01.2019 - 06.2022
Retention Customer Service Representative
AT&T
03.2017 - 01.2019
High School Diploma -
Piper High School