Summary
Overview
Work History
Education
Skills
Timeline
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Katherine Lasswell

Katherine Lasswell

Tucson,AZ

Summary

Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

5
5
years of professional experience

Work History

Healthcare Flex Trainer

BroadPath Healthcare
07.2020 - Current
  • Mentored over 100 new hires, resulting in stronger staff development and increased productivity.
  • Proven ability to learn quickly and adapt to new situations.
  • Tracked attendance and evaluated progress for over 100 assigned trainees.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.
  • Implemented importance of filing and maintaining patient records in accordance with HIPAA regulations
  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Recorded and edited videos to facilitate remote learning.
  • Implemented diverse instructional methods, optimizing trainee engagement.
  • Prepared and presented supplementary learning material to support structured lessons.
  • Excellent communication skills, both verbal and written.
  • Passionate about learning and committed to continual improvement.
  • Developed and implemented customer service policies and procedures.

Healthcare Customer Service Representative

BroadPath Healthcare
08.2019 - 07.2020
  • Helped over 25 customers every day with positive attitude and focus on customer satisfaction.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Verified insurance eligibility and coverage for 25 plus patients daily.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Developed, implemented and collated customer satisfaction surveys for improved insight.
  • Provided exceptional customer service to patients, answering questions and addressing concerns.
  • Entered patient demographic and insurance data into electronic medical record system.

Customer Service Agent

Afni Riverside
06.2018 - 06.2019
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of over 25 customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Sought ways to improve processes and services provided.
  • Responded to over 25 customer requests daily for products, services, and company information.
  • Promptly responded to inquiries and requests from prospective customers
  • Managed timely and effective replacement of damaged or missing products.
  • Implemented and developed customer service training processes
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Education

High School Diploma -

Metro Tech High School
Phoenix, AZ
08.2000

Skills

  • Membership Inquiries and Renewals
  • Investigate Claims
  • Product Availability
  • Contact Management Systems
  • Transfer Processes
  • Information Updates
  • Product Organization
  • Professional Telephone Demeanor
  • Organization and Time Management
  • Policy and Procedure Adherence
  • Issue and Complaint Resolution
  • Benefits Explanations

Timeline

Healthcare Flex Trainer

BroadPath Healthcare
07.2020 - Current

Healthcare Customer Service Representative

BroadPath Healthcare
08.2019 - 07.2020

Customer Service Agent

Afni Riverside
06.2018 - 06.2019

High School Diploma -

Metro Tech High School

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Katherine Lasswell