Summary
Overview
Work History
Education
Skills
Education and Training
Timeline
Generic

Lacey Shaw

Dalzell

Summary

Dedicated and patient-focused representative with extensive experience in case management and service coordination, committed to enhancing patient access and satisfaction. Demonstrated expertise in addressing complaints, inquiries, and service questions, ensuring timely resolutions that align with patient care needs. Strong understanding of healthcare policies, procedures, and standards facilitates the delivery of exceptional support and advocacy for patients. Eager to leverage skills in a dynamic environment that promotes professional growth and development.

Overview

10
10
years of professional experience

Work History

Patient Advocate

Elevate PFS
07.2022 - Current
  • Screen uninsured hospital patients in an effort to determine if patient is a viable candidate for federal, state, and/or county medical or disability assistance.
  • Provide exceptional customer service skills at all times, complete the appropriate applications and following through until approved
  • Detailed, accurate and timely documentation in applicable Company programs and the hospital systems on all cases worked
  • Participate in ongoing trainings in order to apply the content learned in dealings with patients and cases
  • Maintain assigned work queue of patient accounts
  • Collaborate with hospital staff, case managers, social workers, financial counselors
  • Answer incoming telephone calls, make out-bound calls, and track (via MPower) all paperwork necessary to submit enrollment and renewal for prospective Medicaid patients.
  • Maintain structured and timely contact with the applicant and responsible government agency, by phone whenever possible or as structured via the daily work queue;
  • Participate in additional training requirements in an effort to stay abreast of the ever-changing rules and regulations associated with the various governmental programs
  • Facilitated communication between providers, patients, and family members.

Eligibility Specialist II

Department of Health and Human Services
06.2019 - 07.2022
  • Determines/re-determines Medicaid eligibility according to Medicaid policies and procedures
  • This position collects and evaluates documentation from applicants to determine individual and family eligibility for the program
  • Demonstrates proficiency in utilizing all processes, policies, procedures, and system updates to ensure that all eligibility determinations, reviews, and changes are completed accurately with satisfactory documentation
  • Follows policies and procedures for the collection and analysis of applications and documentation and collects additional information for beneficiaries as necessary with the least burden to the applicant/beneficiary as possible
  • Performs other duties as assigned by supervisory staff and agency leadership.

ADMINISTRATIVE ASSISTANT I

Kelly Services
10.2017 - 05.2019
  • Receive clients at reception desk who are applying for Medicaid benefits Explains Medicaid services, input applications and scans applications and documents
  • Responsible for filing incoming case files in filing systems and pulls outgoing files as requested Submits faxes, replenishes copiers and network printers with toner, paper and envelopes Answer incoming call about Medicaid inquires and issues
  • Respond to quality control requests, assists workers as needed
  • Manage time to handle multiple demands and competing priorities Perform other related clerical duties as required

PSE SALES & SVCS/DISTRIBUTION ASSOCIATE

United States Postal Service
01.2017 - 03.2017
  • Performs any variety of sales and customer services at a retail window such as maintaining sufficient inventory of and selling stamps, stamped paper, other retail products and services and may use a computerized system, accepting and delivering packages and accountable mail; issuing and cashing foreign and domestic postal money orders; accepting and responding to customer claims and inquiries, and providing information to the public regarding postal regulations
  • Provides sales and customer service support by greeting customers and explaining store layout; determining special interests and referring to sales and promotional programs; offers assistance in product selection; provides special assistance; and answers customer inquiries when needed
  • Provides product and service information to customers, including informing customers regarding special offers; suggestive selling related merchandise; promoting products based on customer needs
  • Provides additional information regarding product features and services
  • Handles and processes customer purchases and returns relating to products and services and may use a point of sale system
  • Assists customers with transactions
  • Maintains appearance of store by setting up, arranging, and replenishing displays and merchandise racks; ensures display and selling areas, work stations, and storage areas are presentable to customers
  • Conducts product inventories by counting items on hand; attaches and removes security devices; accounts for items on display; and verifies and records sales floor inventory and shrinkage
  • Brings inventory discrepancies and shrinkage reports to the attention of the appropriate supervisory presence
  • May verify presort and bulk mailings of all classifications computing and maintaining on a current basis mailers' credit balances
  • Checks and sets post office stamp-vending machines and postage meters
  • Rents post office boxes, receives rental payments, conducts reference checks, and completes related forms
  • In addition, may assign and clear accountable items
  • Distributes primary and one or more secondary schemes of incoming mail by delivery point based on a knowledge of the distribution scheme established for the office, branch or station
  • Distributes primary and one or more secondary schemes of outgoing mail for dispatch based on knowledge of current distribution schemes
  • Follows established safe work methods, procedures and safety precautions while performing all duties
  • Performs other duties as assigned.

Customer Service Advocate II

Blue Cross Blue Shield
04.2015 - 01.2017
  • Ensures customer relations by responding accurately, timely, and courteously to telephone, written, or walk-in inquiries
  • Accurately documents inquiries
  • Initiates or processes adjustments or performs other research as needed to resolve inquiries
  • Coordinates with other departments to resolve problems
  • Responds to, researches and/or assists with priority inquiries and special projects as required by management
  • Maintains basic knowledge of quality work instructions and company policies
  • Assists with process improvements through the recommendation of changes in procedures and techniques discovered daily
  • Maintains all departmental productivity, quality, and timeliness standards

Education

Bachelor of Science - Healthcare Administration

Strayer University
Washington, DC

High School Diploma -

Crestwood High School
Sumter
06.2000

Skills

  • Application Support
  • Proficient in all Microsoft Programs, EPIC, OnBase, Curam, Advocate, Smart Screen, DHHS Programs
  • Relationship Building
  • Eligibility Determination
  • Caseload Management
  • Computer Savvy
  • Verbal and Written Communication

Education and Training

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Timeline

Patient Advocate

Elevate PFS
07.2022 - Current

Eligibility Specialist II

Department of Health and Human Services
06.2019 - 07.2022

ADMINISTRATIVE ASSISTANT I

Kelly Services
10.2017 - 05.2019

PSE SALES & SVCS/DISTRIBUTION ASSOCIATE

United States Postal Service
01.2017 - 03.2017

Customer Service Advocate II

Blue Cross Blue Shield
04.2015 - 01.2017

Bachelor of Science - Healthcare Administration

Strayer University

High School Diploma -

Crestwood High School

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