Lakeria Ford
Terry,MS
Summary
A hardworking, passionate, knowledgeable, talented and dedicated candidate with an extensive background in the customer service, sales and healthcare industries. An organized and dependable candidate who's successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team and company goals. A solid team player with an outgoing and positive demeanor with proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction in order to contribute to personal and every company's success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Program Coordinator I
Centene
04.2019 - 03.2021
- Work telephonically with members that were identified as high risk, for both behavioral and physical health issues.
- Identified member needs, set goals and implement action steps towards achieving goals. Empowered members to help them improve their quality of life.
- Coordinated short and long term care for members and ensured access to needed medical services.
- Conducted screening and risk assessment interventions per health plan guidelines.
- Assisted with aspects of member's care, including referrals to community resources.
- Provided non-medical administrative support to service coordination and case management teams.
- Managed and balanced priorities including personal task, reports, and projects.
Provider Services (Medicaid & Medicare)
Centene
11.2016 - 03.2019
- Managed over 50 daily inbound calls, emails and written correspondence from healthcare providers to help resolve claim questions and disputes,
- Assisted healthcare providers with obtaining benefit, eligibility, claims and prior authorization information.
- Acted as liaison between healthcare providers and health plan to resolve provider claims and any related networking issues.
- Educated providers regarding credentialing documentation, referrals, claims submission and appeals.
- Promptly responded to inquiries and requests from healthcare facilities and providers.
Member Services (Medicaid)
Centene
03.2016 - 11.2016
- Responded timely to well over 50 telephone and/or written correspondences from members regarding benefits and eligibility.
- Explained benefits to members in easy to understand terms in order to educate each participant on navigating their health care needs and benefits.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and direct mail interactions.
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
Account Executive
AT&T
03.2015 - 09.2015
- Promoted wide variety of products, equipment, and services offered by AT&T.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
- Managed performance to achieve a range of sales, services and operational business goals; Exceeded company's retention goals;
- Stayed up-to-date on changing industry and product standards and trends related to accounts.
- Resolved concerns with products or services to help with retention and drive sales.
Customer Service Representative
Medical Transportation Management
08.2014 - 03.2015
- Managed well over 50 inbound calls from members and facilities to verify eligibility and coordinate non-emergent transportation utilizing MTM systems.
- Provided timely transportation of diverse members to healthcare facilities.
- Established and maintained effective communication with transportation providers.
- Maintained acceptable abandoned call rates, average handle time, productivity percentage, and attendance; as outlined by MTM standards
- Answered constant flow of customer calls with minimal wait times
- Updated account information to maintain customer records
Retention Specialist
Comcast/Xfinity
09.2011 - 01.2014
- Researched market and competitor data regarding benefits and compensation, developing standards to maintain competitive benefits packages.
- Elicited and recorded customer information and inquiries prompted from computerized systems.
- Saved and retained Comcast customers by identifying reasons for request to disconnect.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Retained excellent client satisfaction ratings through outstanding service delivery.
Education
Licensed REALTOR ® - Real Estate Salesperson
Mississippi REALTORS Institute
Flowood, MS10.2020
High School Diploma -
Murrah High School
Jackson, MS06.2010
Skills
- Strong interpersonal, communication (verbal and written), and problem-solving
- Outstanding customer service experience in corporate settings
- Microsoft Office (Word, Excel, PowerPoint, Adobe, and PDF), Microsoft Outlook
- HIPAA Regulations
- Provider Enrollment and Relations
- Outbound Calls
- Medical Records
- Customer Sales/Retention
Certification
- Licensed REALTOR®
Timeline
Program Coordinator I
Centene
04.2019 - 03.2021
Provider Services (Medicaid & Medicare)
Centene
11.2016 - 03.2019
Member Services (Medicaid)
Centene
03.2016 - 11.2016
Account Executive
AT&T
03.2015 - 09.2015
Customer Service Representative
Medical Transportation Management
08.2014 - 03.2015
Retention Specialist
Comcast/Xfinity
09.2011 - 01.2014
Licensed REALTOR ® - Real Estate Salesperson
Mississippi REALTORS Institute
High School Diploma -
Murrah High School
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