Lai Seng Hart
Seatonville,Illinois, IL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team 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. Hardworking and passionate job seeker with strong organizational skills eager to secure the Associate Network Analyst position. Ready to help team achieve company goals.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
Work History
Intake Disability/FMLA Representative
Sunlife
01.2022 - Current
- Jobs tasks and responsibilities: Promptly takes inbound calls from employees, employers and Leave Management vendor including new claim Intake scripts reporting a disability and or absence claim in a professional manner, adhering to service standards
- Accurately identifies employee eligibility information, obtains required information and posts new claims in the administrative system
- Follow up with claimants, employers and physicians to obtain missing claim information
- Answers questions related to claim process/workflow, explains basic contractual questions and responds to various claim inquiries
- Works collaboratively with other staff members to facilitate the accurate posting of claims
- Develops and maintains online claim data, including letters
- Ensures complete and accurate claim file documentation
- Assists in maintaining business process documentation, as new procedures are developed and best practices are identified
- Assist with administrative requests
- Problem solve by providing information, processing transactions or directing requests to other functional business teams
- You must possess and demonstrate an ability to fact find and gather information to make appropriate decisions to facilitate first call resolution
- This position requires a strong ability to grasp new concepts quickly, actively listen and present the information with a strong level of confidence and professionalism
- Assist with department projects as needed
- Ability to multitask, gather and input necessary information simultaneously
- Develop and maintain working knowledge of systems needed to process service functions Develop expert knowledge of all products in assigned skill sets, software applications and processes
- Demonstrate high proficiency in subjective metrics, i.e., customer service focus, effective communication, technical knowledge, professional growth/engagement, accountability/dependability, technical knowledge and decision making
- Focus on specific team metrics, i.e., quality monitoring, security verification, adherence to schedule, production, attendance, and quality processing
- Other duties and responsibilities as assigned.
Administrative Secretary
OSF St. Elizabeth Medical Center
Ottawa, Illinois
02.2020 - 02.2021
- Handles clerical duties for the department including record keeping, answering and routing calls, document preparation, organizing, and minute taking
- Supports the department by providing excellent customer service to staff, patients, and other OSF departments
- Demonstrates a high level of competence and professionalism including excellent written and verbal communication skills
- Handles some highly sensitive information; maintains confidentiality by discussing private/sensitive information only with those with a need to know
- Demonstrated ability to reason, interpret and evaluate each situation to provide assistance and resolve issues
- Demonstrates ability to multitask in a fast-paced environment
- Interpersonal skills to interact and communicate with individuals of various diversities and abilities
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Followed document protocols to safeguard confidentiality of patient records.
- Facilitated communication between patients and various departments and staff.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Resolved customer complaints using established follow-up procedures.
- Provided excellent customer service to patients and medical staff.
- Responded to inquiries by directing calls to appropriate personnel.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Maintained clean and safe environment to promote patient safety and comfort.
- Supported patient admissions, discharges, and transfers to promote team productivity.
- Answered patient assistance calls, assessed needs, and offered qualified support.
- Conducted community workshops to promote different programs and educate public on available services.
- Wrote content for newsletters, social media pages and informational packets.
- Documented and analyzed performance of different programs in order to make proactive decisions about services.
- Developed presentations for public events, community groups and school assemblies.
- Acted as main point of contact between management, clinical staffs and external community.
- Created and implemented community-based programs to improve education or fill specific needs.
- Coordinated with different service providers to meet clients' individual needs.
- Tracked service activities and outcomes against outlined plans and goals.
- Created educational materials to convey important information to service recipients.
- Built partnerships with related organizations to develop support and gain greater attention for important issues.
- Approached issues proactively to best meet current and future community needs.
- Maintained internal database of service workers, participants, activities and other relevant details.
- Coordinated and managed volunteer activities for community service projects.
- Supported clients through development of new life skills, obtaining resources and transitioning back to society.
- Developed volunteer policies and procedures, codes of conduct, and volunteer standards.
- Managed volunteer calendar and verified coverage of key roles during volunteer unavailability.
- Recruited and trained new volunteers on volunteer program goals and objectives.
- Scheduled and organized training sessions for volunteers to develop skills and knowledge.
- Coordinated and implemented special events for volunteer service appreciation.
- Worked with program teams to identify and match volunteers with appropriate activities.
- Collaborated with other departments to maximize impact of volunteer efforts.
- Worked with leadership staff and special committees to define volunteer mission and set standards.
- Developed and maintained relationships with local organizations to identify volunteer opportunities and resources.
- Established and maintained online portal to post volunteer opportunities and facilitate volunteer registration.
- Participated in community outreach events to promote volunteer opportunities and enlist new volunteers.
- Managed and tracked volunteer hours and progress to support accurate documentation.
- Created volunteer handbook to provide information on volunteer roles, responsibilities and expectations.
- Facilitated regular meetings with volunteers to provide feedback and discuss improvement opportunities.
- Monitored volunteer performance to enforce compliance with established policies and regulations.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Kept high average of performance evaluations.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Organized spaces, materials and catering support for internal and client-focused meetings.
Supervisor Customer Service/Delivery Services
United States Postal Service
Princeton, Illinois
01.2010 - 06.2017
- Job tasks and responsibilities:
- Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback
- Strategizing and monitoring the daily activities of customer service operations
- Assisting customer service staff with duties where required
- Training staff in areas of customer service and company policies
- Managing cashier coverage and customer flow to ensure proficient customer service
- Monitoring and authenticating returns, exchanges, and voids
- Investigating and solving customer service complaints
- Assisting with the development and implementation of service policies, and explaining these to staff and customers
- Trains new employees in the company's customer service policies, procedures, and best practices
- Organizes and oversees the schedules and work of assigned staff
- Conducts performance evaluations that are timely and constructive
- Handles discipline and termination of employees as needed and in accordance with company policy
- Manages a team and ensures they comply with company guidelines particularly related to quality of service
- Collects data and prepares reports on customer complaints and inquiries
- Prepares monthly reports summarizing the assigned customer service teams performance
- Prepares knowledge-based documents such as summaries and responses to frequently asked questions
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff
- Assists with budget preparation for the department.Maintaining documentation pertaining to customer service department activities
- Identifying and correcting physical hazards; Investigating and reporting accidents; Administering OSHA-mandated written programs; Conducting accident prevention activities; training employees; developing job safety analysis; and enforcing safe work practices
- Employee safety and health;
- Implementation of the occupational safety and health program; Compliance with OSHA standards and regulations, including maintenance of the accident reports, OSHA Log, and Summary of Injuries and Illnesses through the Employee Health and Safety (EHS) system; and developing, implementing, and monitoring facility ARPs using the Safety
- Toolkit to achieve the corporate objectives of reducing injuries, illnesses, and motor vehicle accidents
- Refer to the Safety Resources site and the Safety Toolkit for additional information on developing, implementing, and monitoring ARPs.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coached employees through day-to-day work and complex problems.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Created, prepared, and delivered reports to various departments.
- Researched and corrected customer concerns to promote company loyalty.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Created customer support strategies to increase customer retention.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Implemented feedback system for customers to provide comments and suggestions to improve service.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Monitored front areas so that questions could be promptly addressed.
- Kept high average of performance evaluations.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Assisted customers in determining proper postal service to align with individual needs.
- Managed daily operations of 25 employee - 6 post office.
- Managed flow, operations and management services daily post office visitors.
- Delivered services to customer locations within specific timeframes.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Worked flexible hours across night, weekend and holiday shifts.
- Ran errands and provided general office support in a professional environment.
- Completed general labor tasks such as loading and unloading materials, cleaning up job sites and operating heavy machinery.
- Demonstrated leadership skills in managing projects from concept to completion.
- Completed bi-weekly payroll for 25 employees.
United States Postal Service, City Letter Carrier
Princeton, Illinois
07.2000 - 01.2010
- Deliver packages and mail to businesses and people in towns, cities, and rural areas
- Set up a route and deliver mail six days a week on route
- Place packages and letters in mailbox and secure with mailbox flap
- Secure many envelopes or parcels with a rubber band
- Retrieve outgoing mail from boxes
- Place larger packages on porch or doorstep
- Take packages into businesses and give to individual
- Ensure people sign off for receipt of package
- Arrange mail in delivery sequence
- Collect money for postage-due and COD (cash-on-delivery) fees and obtain signed receipts for registered, certified, and insured mail
- Leave notices on customers' doors informing them packages could not be delivered and will be held
- Sell stamps and money orders
- Answer questions about postal regulations
- Provide change-of-address cards and other postal forms when requested
- Operate approved vehicle to deliver mail or walk on foot
- Assist people by lifting heavy packages and placing them at their door
- Inform individuals when mail cannot be delivered due to holidays or inclement weather.
Quality Control Clerk
LTV Steel Hennepin
, Illinois
01.1999 - 07.2000
- Main job tasks and responsibilities:
- Stores samples of materials tested and records test result data for product stability study program.Files bottles of raw materials used in pharmaceutical compounding, samples of purchased and plant-processed intermediate products, lot control samples, and samples of finished pharmaceutical batches.Stores samples of finished products in cartons labeled with type of product and records identifying data in alphabetical index listing
- Keeps tickler file for withdrawal of samples for testing.Withdraws samples on dates indicated and takes them to laboratory
- Keeps file of product stability study control charts
- Records on charts test result data, such as appearance, color, and melting point.
Education
Graduate -
DePue High School
08.1994 - 01.1998
Healthcare Administration -
Iowa Central Community College
Fort Dodge, IA 01.2022 - Current
Skills
Claims
Benefits review
Microsoft Office Suite
Healthcare Common Procedures Coding System (HCPCS)
Negotiation and mediation skills
Microseoft Word
Policy investigations
Accident scene investigations
Valuation knowledge
Emergency Response
Coverage determination
Microsoft Word
Insurance policy coverage knowledge
Timeline
Healthcare Administration -
Iowa Central Community College
01.2022 - Current
Intake Disability/FMLA Representative
Sunlife
01.2022 - Current
Administrative Secretary
OSF St. Elizabeth Medical Center
02.2020 - 02.2021
Supervisor Customer Service/Delivery Services
United States Postal Service
01.2010 - 06.2017
United States Postal Service, City Letter Carrier
07.2000 - 01.2010
Quality Control Clerk
LTV Steel Hennepin
01.1999 - 07.2000
Graduate -
DePue High School
08.1994 - 01.1998