Laketha Williams
Grand Prairie
Summary
Resourceful Customer Service Leader known for high productivity and efficient task completion. Specialized in conflict resolution, team management, and customer relationship building. Excel in communication, problem-solving, and adaptability, ensuring outstanding service delivery and team cohesion.
Overview
12
12
years of professional experience
Work History
Remote Customer Service Leader (E&I OPS UMR)
UnitedHealth Group
Dallas
09.2022 - Current
- Communicate and collaborate with members and providers to resolve issues
- Review and research incoming healthcare claims from members and providers
- Meet the performance goals established for the position in the areas of efficiency, accuracy, quality, member satisfaction and attendance
- Assisted team members with difficult calls or queries when required.
- Performed data entry tasks to keep records up-to-date and accurately entered into the system.
- Maintained accurate records of customer interactions, transactions, and feedback for future reference.
Team Leader
Humana
Irving
12.2019 - 08.2022
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
Payment Processor
AllianceRX
Irving
10.2017 - 10.2019
- Performed accurate and timely insurance verification for both major medical and pharmacy benefits; Reviewed clinical documents for prior authorization/ pre-certification submission purposes; Initiated and completed Prior Authorization approvals; Coordinated patient care with physician offices, nurses, pharmacists and patients;
- Assist with workflow management – Claim Submission, Remittance processing, insurance follow-up & patient collections
- Investigated customer complaints about incorrect or delayed payments and resolved any issues quickly and efficiently.
- Maintained accurate records of customer payments using automated systems.
- Assisted customers with inquiries related to their accounts, including payment status updates and other issues.
Medical Collector
Maximus/Man Power
Irving
02.2014 - 01.2017
- Handled inbound and outbound multi-line and multi-language customer care calls to accommodate the scheduling needs of patients; Made outgoing confirmation and follow up calls
- Collect information related to a patient’s overdue bill
- Work with patients to develop repayment plans and alternative payment options
- Resolve discrepancies and arrange for adjustments and/or refunds as needed
- Communicated effectively with outside agencies concerning patient accounts, credit balances, refunds.
Collections Representative (Residential & B2B)
CenturyLink
Irving
03.2013 - 08.2014
- Locate and notify customers of delinquent accounts by mail, telephone or personal visits to solicit payment
- Receive and post payments via phone
- Set up payment arrangements
- Schedule new service and disconnects
Education
Assocaite Degree - Accounting
Louisiana Technical College
Natchitoches, LA06-2011
Some College (No Degree) - Gender Studies
Southern University At Shreveport
Shreveport, LASkills
- Payment processing
- Quality assurance
- Interdepartmental communication
- Customer service excellence
- Payment entry completion
- Incomplete payment identification
- Insurance verification
- Overpayment identification
- Accurate data entry
Timeline
Remote Customer Service Leader (E&I OPS UMR)
UnitedHealth Group
09.2022 - Current
Team Leader
Humana
12.2019 - 08.2022
Payment Processor
AllianceRX
10.2017 - 10.2019
Medical Collector
Maximus/Man Power
02.2014 - 01.2017
Collections Representative (Residential & B2B)
CenturyLink
03.2013 - 08.2014
Assocaite Degree - Accounting
Louisiana Technical College
Some College (No Degree) - Gender Studies
Southern University At Shreveport