Lakeisha Dixon
Dolton,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.
Experienced, multifaceted, patient/customer focused worker with over 15 years of experience in a patient/customer role. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
16
16
years of professional experience
Work History
Registration Associate
University Of Chicago Ingalls
12.2021 - Current
- Verified insurance benefits and obtained pre-authorizations before any medical procedures were performed.
- Processed medical records requests, assuring release only to appropriate parties proper authorization per Hippa laws
- Used Epic and One Source to record and organize patient insurance and medical information.
- Conducted interviews with individuals to obtain all required information.
Site Coordinator Advocate
Superior Ambulance, South Suburban Hospital
06.2019 - 09.2021
- Onsite immediate liaison, providing transportation needs via hospital social services department
- Complies with all relevant policies, procedures, guidelines and all other regulatory standards for emergent and non-emergent patient transports per Advocate compliance and the state of Illinois
- Act as a patient advocate and serves as a liaison between the assigned department and other hospital departments and Superior Ambulance
- Typical duties may include monitoring of daily operations, appointment coordination, insurance verification for payment via epic and passport systems, organization of paperwork, and computerized order entry
- Politely and promptly answers and appropriately triage department telephone calls
- Schedules patients for physician and hospital encounters using the Cad scheduling system
- Gathers insurance and consults about billing
- Maintains department medical records
- Identifies potential problems and recommend strategies to implement
- Interacts with patients of all ages; pediatric, adult and geriatric including customers with communication barriers/sensory impairments
- Schedule and organize different levels of transportation, determining level of care required based upon patient needs
- Respond to common inquires and forward issues and complaints to appropriate level
- Demonstrates knowledge and compliance regarding ambulance and medicar scope of practice, specialty and billing procedures
- Supervised crew of over 40 employees.
Call Taker
Superior Ambulance
10.2017 - 06.2019
- Comply with all relevant policies, procedures, guidelines and all other regulatory standards for emergent and non-emergent patient transport per compliance
- Typical duties may include, appointment coordination, computerized order entry, billing, verification of insurance via epic and one source systems
- Accountable for achieving performance and service targets and metrics
- Triage calls per protocol and assist callers in a manner consistent with the Ideal Patient Experience approach and philosophy
- Correctly identifies and collects patient demographic information in accordance with hospital standards
- Gathers insurance and consults about billing
- Train new hires
- Interacts with patients of all ages; pediatric, adult and geriatric including customers with communication barriers/sensory impairments
- Schedule and organize different levels of transportation, determining level of care required based upon patient needs
- Respond to common inquires and forward issues and complaints to appropriate level.
- Supported customers by managing over 50 calls per day efficiently while maintaining professionalism and upbeat tone.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
Dispatch Manager
XL.net
06.2015 - 10.2017
- Promptly and accurately answers and responds to all customer calls within identified timeframe
- Manage help desk support office for over 50 clients and over 1,000 users
- Dispatch help desk tickets to technicians and engineers based on availability
- Provide ETA’s and recognize recurring issues and create projects to address them
- Train new technicians and lead weekly meeting with the help of my team
- Triage issue if possible and close ticket, or escalate to technician if needed
- Maintains list of staff assignments
- Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Drove sales by delivering expert customer service support for escalated, ongoing or specialized issues.
- Evaluated current operational processes to help develop, implement and improve practices.
- Received new orders, prepared documentation and assigned personnel.
- Responded to over 20 daily caller requests with information about assistance and timeframes.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Customer Service Representative
AT&T
06.2007 - 09.2015
- Recognizes difficult customer, staff, and situations, facilitates communication and escalates appropriately
- Answers customer/client requests or inquiries concerning services and products and reports problem areas
- Continually maintain working knowledge of all company products, services and promotions
- Accountable for achieving performance and service targets and metrics
- Solid problem-solving skills for the purpose of determining and solving customer billing issues Strong verbal skills and phone skills for the purpose of gathering data for problem-solving and for communicating results to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Provided information regarding charge accounts and loyalty programs.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Education
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South Suburban College
Skills
- 10 years of work experience in diverse health care roles providing emergency and supportive services, sales, billing, inquiry management software, hardware, client/server and networking technical and customer service support professional
- Covid equipped leader, with proven success working in high-stress environments with strong problem solving analytical abilities
- Knowledge in third party, payor/regulatory agency requirements Medical terminology and transcription Numerous office suites, google apps, CRM systems, typing, CAD, Epic, One Source, and pc troubleshooting
- Payment Processing
- HIPAA Procedures
- Registration Management
- Medical Terminology
- Medicare Regulation
- Time Management
- Record Releases
- Insurance Processing
- Patient Scheduling
- Medical History Documenting
- Records Maintenance
- Medical Transcription
- Critical Thinking
- Completing Insurance Forms
- Regulatory Requirements
- Registration Data Intake
- Patient Transfer Coordination
- Reminder Calls
- Emergency Room Services
- Office Organization
- Insurance Information Collection
- Database Administration
- Customer Satisfaction
- Admissions and Registrations
- Verification and Eligibility
- Demographics Information
- Patient Discharging
Timeline
Registration Associate
University Of Chicago Ingalls
12.2021 - Current
Site Coordinator Advocate
Superior Ambulance, South Suburban Hospital
06.2019 - 09.2021
Call Taker
Superior Ambulance
10.2017 - 06.2019
Dispatch Manager
XL.net
06.2015 - 10.2017
Customer Service Representative
AT&T
06.2007 - 09.2015
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South Suburban College
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