Lakeshia Smith
Little Rock ,Arkansas
Summary
Dynamic Patient Service Representative Team Lead at Premier Gastroenterology with expertise in insurance verification and a proven track record in team leadership. Enhanced customer satisfaction through effective problem-solving and proactive management of high call volumes, ensuring compliance with HIPAA standards while training staff to excel in patient registration and appointment scheduling.
Professional patient services leader with comprehensive experience in healthcare settings. Skilled in managing patient relations, optimizing service delivery, and leading teams to achieve high performance. Strong focus on collaboration, adaptability, and reliable support for both staff and patients. Expertise in communication, conflict resolution, and process improvement ensures exceptional patient care and operational efficiency.
Overview
2026
2026
years of professional experience
Work History
Patient Service Representative Team Lead
Premier Gastroenterology
Little Rock AR
10.2022 - 11.2025
- Assisted patients with scheduling appointments and managing inquiries.
- Trained new staff on customer service protocols and system navigation.
- Verified patient insurance eligibility and entered patient information into system.
- Answered incoming calls, scheduled appointments and filed medical records.
- Implemented proactive strategies for managing high call volumes while maintaining excellent customer service standards.
- Managed a team of Patient Service Representatives, providing guidance, support, and performance evaluations.
- Learned electronic health record systems to update patient information accurately.
Customer Service Representative
UAMS
Little Rock
2019 - 08.2022
- Provided exceptional customer support through effective communication and problem-solving skills.
- Resolved customer inquiries and complaints efficiently, ensuring high satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
High School Diploma -
Jacksonville High School
Jacksonville ARSkills
- Patient registration
- Insurance verification
- Medical terminology
- Appointment scheduling
- Healthcare software expertise
- Customer service
- Team leadership
- HIPAA compliance
- Registration and admissions
- Training coordination
- Team collaboration
- Patient check-in
- Electronic health records
- Teamwork
- Registration and scheduling
- Insurance verifying
Accomplishments
- Awarded Team Lead position due to my great leadership skills & great customer service performance. I was challenged to take upon new challenges such as building a strong relationship with my colleagues and coming up with tools and knowledge to help improve our work environment. Making sure our customers are happy and satisfied & developing techniques that will later on help the company grow.
Timeline
Patient Service Representative Team Lead
Premier Gastroenterology
10.2022 - 11.2025
Customer Service Representative
UAMS
2019 - 08.2022
High School Diploma -
Jacksonville High School