Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lakenya Shavers-Way

Saint Marys,USA

Summary

Compassionate and detail-oriented Certified Medical Assistant with over 9 years of expertise in medical front desk operations, patient scheduling, and customer service within healthcare environments.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Smart Communications
01.2024 - Current
  • Serve as the primary point of contact for correctional facility staff, inmates’ families, and third-party users, providing support for secure communication platforms including inmate phones, tablets, and kiosks.
  • Troubleshoot technical and account-related issues regarding Smart Communications’ proprietary tools, including MailGuard, with a focus on maintaining system integrity and security compliance.
  • Educate callers on usage protocols, policy restrictions, and best practices for using communication technology in correctional settings.
  • Maintain confidentiality and adhere strictly to correctional regulations while managing sensitive information and communication logs.
  • Utilize CRM software and internal systems to accurately document interactions, escalate concerns, and track resolution timelines.
  • Collaborate with internal IT and technical support teams to ensure rapid resolution of service interruptions or user access issues.
  • Provide empathetic, professional service in high-pressure situations involving inmate families and correctional staff, ensuring clarity, security, and trust in all communications.
  • Assist with onboarding and educating new facility partners on platform tools, user guidelines, and contraband prevention protocols.

Customer Service Representative / Front Desk

Advanced Diagnostic Group
Jacksonville, FL
01.2022 - 10.2023
  • Operated multi-line phone systems and medical software (Ramsoft, Radius, MD Logic).
  • Assisted customers with inquiries regarding diagnostic services and procedures.
  • Managed scheduling of patient appointments using electronic health record systems.
  • Provided detailed information about insurance coverage and billing processes.
  • Maintained up-to-date patient records and ensured accurate documentation in accordance with HIPAA and facility compliance standards.
  • Assisted with prior authorizations and coordinated with insurance providers to confirm exam coverage.
  • Trained new front desk staff and acted as a point-of-contact for onboarding procedures and clinic protocols.
  • Processed insurance claims and verified patient information for accuracy.
  • Collaborated with healthcare professionals to ensure seamless patient care coordination.

Front Desk Representative

Innovative Open MRI & Imaging
12.2019 - 11.2021
  • Served as the first point of contact for patients, providing exceptional customer service and compassionate care in a high-volume diagnostic imaging center.
  • Educated patients on the benefits and process of Open Positional MRI technology, helping alleviate anxiety for individuals with claustrophobia or mobility challenges.
  • Coordinated patient intake, verifying insurance eligibility and authorizations, and ensuring all necessary forms and documentation were accurately completed.
  • Managed appointment scheduling and workflow for multiple imaging modalities (MRI, CT, Ultrasound), optimizing daily capacity and minimizing patient wait times.
  • Maintained HIPAA compliance and ensured strict confidentiality with all patient interactions and medical records.
  • Facilitated effective communication between radiologists, technologists, and referring physicians to support seamless imaging service delivery.
  • Collected co-pays and provided financial transparency, discussing deductible estimates and payment plans as needed.

Scheduling – Call Center Representative

Elite Imaging – Akumin
Jacksonville, FL
03.2017 - 10.2019
  • Managed high-volume inbound/outbound calls for diagnostic scheduling (MRI, CT, X-ray, Ultrasound).
  • Accurately entered patient demographics and performed insurance eligibility checks.
  • Provided exam preparation instructions and followed up on no-shows or cancellations.
  • Coordinated appointment logistics, including patient transportation.
  • De-escalated frustrated callers by providing clear, empathetic communication and efficient resolutions.
  • Conducted quality assurance checks on appointments to ensure completeness and accuracy of all patient data.
  • Collaborated with clinical and radiology teams to address last-minute schedule changes and accommodate urgent referrals.

Store Associate

Dollar General
Kingsland, GA
08.2016 - 03.2017
  • Trained and mentored new hires on customer service best practices and point-of-sale procedures.
  • Managed nightly cash drawer reconciliation with 100% accuracy.
  • Displayed products according to store planograms to maximize visual appeal and sales.
  • Supported team with restocking and inventory rotation to ensure freshness and reduce shrinkage.

Teacher Assistant (Special Education)

Rankin County School District
Brandon, MS
07.2011 - 02.2016
  • Developed personalized strategies to help students meet Individualized Education Program (IEP) goals.
  • Maintained detailed behavioral and academic progress notes for student records.
  • Partnered with occupational and speech therapists to support student learning and developmental milestones.
  • Supervised small group activities to reinforce concepts introduced by lead teachers.
  • Created and implemented engaging classroom visuals and sensory learning aids to support diverse learners.

Education

High School Diploma -

Mississippi State Board
Brandon, MS
12.1995

Skills

  • Patient scheduling and registration
  • Medical records management
  • Insurance verification and eligibility
  • Front desk operations
  • HIPAA compliance
  • EHR systems proficiency
  • Medical terminology and coding
  • Communication and interpersonal skills
  • Microsoft Office proficiency
  • Data entry and typing

Certification

Certified Medical Assistant

Timeline

Customer Service Representative

Smart Communications
01.2024 - Current

Customer Service Representative / Front Desk

Advanced Diagnostic Group
01.2022 - 10.2023

Front Desk Representative

Innovative Open MRI & Imaging
12.2019 - 11.2021

Scheduling – Call Center Representative

Elite Imaging – Akumin
03.2017 - 10.2019

Store Associate

Dollar General
08.2016 - 03.2017

Teacher Assistant (Special Education)

Rankin County School District
07.2011 - 02.2016

High School Diploma -

Mississippi State Board

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