Summary
Overview
Work History
Education
Skills
Timeline
Generic
Lacey Henderson

Lacey Henderson

Huntsville,Texas

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

6
6
years of professional experience

Work History

Outbound Call Center Agent

UnitedHealthcare
09.2022 - Current
  • Medicaid advocate
  • From providing emotional support before surgeries to helping make tough decisions about end-of-life care wishes, patient supporters help in many ways, such as: Possessing an in- depth comprehension of healthcare regulations and laws
  • Navigating insurance companies and filing appeals when necessary
  • Assisting with financial planning by helping individuals' budget for medical expenses or connect them with programs that offer assistance in paying for services
  • Serving as translators between patients and providers
  • They will explain what procedures are being recommended by physicians and how much each one costs so there won’t be any surprises down the line
  • Will take into account personal preferences when making recommendations on treatments – something that many doctors don’t do – so individuals get the best possible care tailored to their needs
  • Providing a holistic approach, taking into account all facets of an individual's wellbeing when making decisions about healthcare matters
  • They will explain medical procedures and associated costs in plain language
  • Addresses mental health issues such as stress management techniques or connecting individuals with local support groups
  • Acting as liaisons between family members who may not agree on which type of care is best for an aging loved one.
  • Developed and implemented strategies to increase customer retention and sales.
  • Overcame objections using friendly, persuasive strategies.
  • Asked relevant questions to assist customers with selecting needed or requested products and services.

Medicaid Representative

UnitedHealthcare
02.2023 - Current
  • Used data entry skills to accurately document and input statements.
  • Responded to customer concerns and questions on daily basis.
  • Audited and corrected billing and posting documents for accuracy.
  • Handled account payments and provided information regarding outstanding balances.
  • Collaborated with customers to resolve disputes.

Medicare Customer Service Representative

UnitedHealthcare
09.2022 - 02.2023
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Maintained up-to-date knowledge of product and service changes.

Customer Care Advocate, Customer Service Representative

Humach
10.2020 - 05.2022
  • Navigated multiple computer systems and applications to find information.
  • Communicated with clients regarding account services, statements, and balances.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Assisted call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Logged call information and solutions provided into internal database.
  • Analyzed customer feedback for process improvements to achieve long-term business objectives.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Customer Service team leader

Humach
06.2020 - 05.2021
  • Omni Cheer-Lacey Henderson Our Omni Cheer 3 Cheers Award winner is Lacey Henderson!
  • Lacey has really stepped up and has shown strong leadership throughout our entire Omni
  • Cheer peak season (and it was a LONG one with many bumps in the road!), she assists in any way that she can daily and does not shy away from dealing with escalated customers
  • Without being asked she offers assistance and answers questions in all of our teams channels while taking her own calls (AKA pro-level multi-tasker) - this is one of the reasons she is one of our go-to agents when we need extra floor support help
  • Lacey has a VERY positive and cheerful attitude, and it really helps the morale of the team, and it is easily heard on her calls
  • Lacey goes above and beyond for her customers, and she stays on top of any follow ups that need to be done so our customers have a smooth and positive experience from when the order was placed all the way to when the order has shipped
  • We are very proud to have Lacey on our team and absolutely appreciate her dedication - she truly impresses us each and every day!
  • CSR
  • DMV - Lacey Henderson Lacey has been working with us on the DMV program since the end of October
  • Since she started on the DMV program, she has proven to have excellent work ethic
  • She is the definition of dependable and she has a great attendance record
  • She is always willing to take on additional training for various call types to help out in whatever area needed
  • She exhibits "Out of the ballpark" QA scores, score after score - we see her shining and improving
  • She is receptive to feedback and growth always
  • Last but certainly not least, she is a very kind person and is always encouraging to her co-workers
  • We appreciate your hard work, dedication, and encouragement to the team Lacey!
  • Congratulations Lacey!! student medical billing and coding specialist
  • Medical Biller and Coder Essential Skills Computer proficiency Strong Interpersonal skills
  • Organizational abilities Knowledge of codes like CPT, ICD-10, and HCPCS Knowledge of medical terminology and basic math Medical Biller and Coder Roles & Responsibilities Act as a liaison between insurers, medical offices, and patients Handle confidential information and abide by HIPAA laws and other medical policies Conduct audits Perform completion of claims to payers Achieve maximum reimbursement for services provided Day-to-Day Duties
  • Properly code medical services, diagnosis, treatments, and more Invoice patients and insurance companies for claims or payments Track and collect payments, including setting up payment plans for outstanding bills Correct rejected insurance claims and coding errors
  • Manage patient insurance claims and payment plans Complete Medicare/Medicaid Submit billing data to the appropriate insurance providers
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Used [Software] to keep records of customer interactions, customer accounts, and file documents.
  • Evaluated customer service staff performance and provided constructive feedback.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled day-to-day customer contact via phones, faxes, and emails.
  • Provided primary customer support to internal and external customers.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Prepared [Type] reports by collecting and analyzing customer information.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Communicated with vendors regarding backorder availability, future inventory, and special orders.

Assistant Manager

01.2018 - 06.2020
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Created employee schedules to align coverage with forecasted demands.
  • Developed strategy to increase sales and drive profits.
  • Reviewed sales and gross profit report to assess company efficiency.

Education

No Degree - Medical Billing And Coding

Fortis Institute Houston
Houston, TX
07.2023

No Degree - General Lines Life And Healthcare

Pearsonvue
Texas
01.2021

Skills

  • Administrative Assistance, Confidentiality, Contact Centers, Cross-functional Team Leadership
  • Customer Experience, Customer Interaction, Customer Service, Data Entry, Documentation
  • Insurance, Leadership, Medical Terminology, Relationship Development, Sales, Team Leadership
  • Teamwork, Technical Support, Telephone Manner, Time Management, US Health Insurance
  • Portability and Accountability Act (HIPAA)
  • HIPAA Compliance
  • Quality Assurance
  • Office Support
  • Electronic Health Records
  • Data Collections
  • Explaining Patient Benefits
  • Insurance Advising
  • Insurance Policy Coverage Knowledge
  • Organizational Skills
  • Pleasant Telephone Demeanor
  • Denial Appeals Process
  • Analytical and Critical Thinking
  • Updating Customer Accounts
  • Basic Medical Terminology
  • Information Updates
  • Client Interactions
  • Call Control
  • Creative Thinking
  • Data Entry
  • Team Goals
  • Cultural Sensitivity
  • Account Updates
  • Customer and Client Relations
  • Attention to Detail
  • Client Rapport-Building
  • Crisis Communications
  • Customer Complaints Escalation
  • Cross-Functional Communication
  • Call Logging

Timeline

Medicaid Representative

UnitedHealthcare
02.2023 - Current

Medicare Customer Service Representative

UnitedHealthcare
09.2022 - 02.2023

Outbound Call Center Agent

UnitedHealthcare
09.2022 - Current

Customer Care Advocate, Customer Service Representative

Humach
10.2020 - 05.2022

Customer Service team leader

Humach
06.2020 - 05.2021

Assistant Manager

01.2018 - 06.2020

No Degree - Medical Billing And Coding

Fortis Institute Houston

No Degree - General Lines Life And Healthcare

Pearsonvue

Similar Profiles

CREATE PROFILE
Lacey Henderson