Lacie Banks
Manton,MI
Summary
Dynamic Senior Engagement Specialist with a proven track record at Homeward Health, excelling in confidentiality and verbal communication. Spearheaded initiatives to enhance care navigation efficiency, leading to a significant improvement in member service scalability. Expert in HIPAA compliance and office staff leadership, consistently fostering a positive and productive work environment.
Overview
10
10
years of professional experience
Work History
Senior Engagement Specialist
Homeward Health
Manton, MI
06.2024 - Current
- Conduct outbound calls to prospective and current members to build awareness of care navigation and clinical services that we provide.
- Schedule appointments for members using platforms, ensuring accuracy and efficiency.
- Ensure complete and accurate filing of member documents, maintaining detailed records of transactions.
- Field and appropriately transfer clinical inquiries to the clinical team, demonstrating professional judgment and attention to detail.
- Identify and execute additional projects and processes to enhance efficiency and scalability within the member services department.
- Trained and led co-workers to be successful in their outbound role.
- Helped with Q and A.
- I helped coached team members on what they did great in their calls, and what they could work on to improve.
WIC Clerk/Technician
District Health Department #10
Cadillac, MI
10.2021 - 06.2024
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
- Provided WIC approved foods to participants in accordance with their individual nutrition needs.
- Assisted in developing educational materials for clients on proper use of WIC benefits.
- Answered questions from clients concerning program rules, regulations and benefits.
- I made outbound calls and took inbound calls daily.
- Reviewed applications to verify client information and resolve discrepancies.
- Gathered financial information from clients regarding income, assets and debts.
- Maintained confidentiality of sensitive client information according to HIPAA standards.
- Conducted follow-up surveys regarding customer satisfaction with the program.
- Explained eligibility details and affordability options to patients with kindness and respect.
- Organized and maintained accurate records of client information and transactions.
- Performed clerical duties such as filing paperwork, copying documents, faxing forms.
- Processed applications for new WIC participants, including verifying eligibility.
- Coordinated with other departments to promote prompt processing of client applications.
- Responded to client inquiries and concerns and escalated complex problems to department supervisors.
- Inputted data into computer systems, such as participant demographics and transaction information.
- Explained reasons behind application denials and recommended further action.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
- Trained new hires.
- Resolved customer complaints in a timely manner while maintaining professional demeanor.
- Ensured compliance with federal and state laws and regulations pertaining to WIC program operations.
- Answered questions and responded to inquiries to deliver high level of service to patients.
- Issued checks or vouchers to clients for purchasing approved food items at authorized stores.
- Attended trainings related to program updates, regulations, policies, procedures.
- Entered client information and files into databases for further review and tracking.
- Maintained positive working relationship with fellow staff and management.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Completed day-to-day duties accurately and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked effectively in team environments to make the workplace more productive.
- Managed to do all of the billing for the WIC program with each individual client and insurance company.
- I treated my team, co-workers, and clients like they were my family.
Paraprofessional
Manton Consolidated Schools
Manton, MI
03.2021 - 08.2021
- Guided students in developing organizational and study skills.
- Assisted teachers with planning and preparing lessons for students.
- Supported classroom teacher with daily instruction and management of student activities.
- Monitored student attendance records and reported any discrepancies to appropriate personnel.
- Assisted in the administration and scoring of standardized tests and assessments.
- Prepared classroom materials and educational resources for daily lessons.
- Implemented behavior management plans to maintain a positive learning environment.
- Provided clerical support to teachers, such as photocopying and organizing materials.
- Customized small group and individual classroom activities based on differentiated learning needs.
- Taught daily life skills and behaviors to students to build practical knowledge.
- Assisted in the development and implementation of individualized education plans for students with special needs.
- Facilitated communication between educators, administrators, and parents regarding student progress.
- Helped implement behavior management strategies for individual students.
- Recorded and maintained accurate student records and progress reports.
- Created and maintained positive relationships with students, parents, and colleagues.
- Instructed students on usage and care of equipment to prevent injuries.
- Communicated and collaborated well with educators from various grade levels.
- Conducted one-on-one tutoring sessions with struggling students when needed.
Secretary
Kelgraphics
Cadillac, MI
09.2014 - 08.2016
- Sent and distributed mail and parcels.
- Conducted research, compiled and typed statistical reports, synthesized information and provided excellent communication to disseminate information throughout organization.
- Performed data entry into computer systems; ensured accuracy of all entered information.
- Anticipated leadership needs by preparing or gathering records, reports and correspondence.
- Processed invoices for payment; tracked payments received from vendors and clients.
- Prepared documents such as memos, letters, reports, spreadsheets and presentations using Microsoft Office applications.
- Provided administrative support to the Office Manager and other staff members.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Assisted with special projects or tasks related to departmental functions upon request.
- Managed multiple calendars and contacts using computer software.
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Provided assistance with onboarding new employees by preparing orientation materials.
- Updated contact lists on a regular basis; created new contacts as needed.
- Coordinated communications, taking calls, responding to emails and interfacing with clients.
- Reviewed invoices for accuracy before submitting them for payment processing.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Responded to customer inquiries via email or telephone in a polite and professional manner.
- Answered telephone calls to give information to callers, take messages or transfer calls to appropriate individuals.
- Greeted visitors and directed to appropriate location or person.
- Managed calendar reminders for upcoming deadlines or events associated with the office.
- Assisted with accounts receivable and accounts payable functions.
- Scheduled meetings and sent invitations specifying time and location.
Education
High School Diploma -
Manton Consolidated School
Manton, MI06-2006
Skills
- Phone reception
- Task prioritization
- Prioritization and time management
- Confidentiality
- Appointment scheduling
- Keyboarding skills
- Multi-line phone systems
- Verbal and written communication
- Accounts receivable and payable
- Document preparation
- HIPAA guideline compliance
- Office staff leadership
Affiliations
- I coach 3rd and 4th grade boys basketball.
- I am a huge family person.
Timeline
Senior Engagement Specialist
Homeward Health
06.2024 - Current
WIC Clerk/Technician
District Health Department #10
10.2021 - 06.2024
Paraprofessional
Manton Consolidated Schools
03.2021 - 08.2021
Secretary
Kelgraphics
09.2014 - 08.2016
High School Diploma -
Manton Consolidated School
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