Lakiera Walker
Carrollton,TX
Summary
Healthcare customer service professional with proven track record in patient communication and problem resolution. Adept at managing patient inquiries, coordinating with medical teams, and ensuring smooth service delivery. Strong focus on teamwork and adaptability, consistently achieving results even in high-pressure environments. Known for empathy, active listening, and effective conflict resolution skills.
Overview
20
20
years of professional experience
Work History
Underwriter Service Assistant
State Farm
Richardson, Tx
07.2024 - Current
- Assess customer risks by reviewing insurance applications to ensure proper risk evaluations for eligibility and applying appropriate coverages.
- Implement policy modifications while partnering with agents to improve customer satisfaction and support operations.
- Investigating risk factors to provide informed recommendations for approvals and denials while reducing processing errors by 96%, and providing customers with accurate, speedy service.
Healthcare Customer Service Representative
Selective Staffing Company
Birmingham, Alabama
09.2018 - 05.2024
- Strong communication skills, enabling effective communication with patients, families, and medical staff to ensure clarity and support.
- Managing patient records using EMR systems while collecting recorded patient payments accurately in the billing systems,
- Multitasking between inbound/outbound calls, scheduling, patient follow-ups and properly and confidentially entering data while facilitating seamless care coordination.
- Delivering exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
Customer Service Representative
Express Employment
Lincoln, alabama
09.2010 - 08.2018
- Consistently provide top-notch customer service in a fast-paced call center environment leveraging a metric of 60-80 calls a day, averaging and completing 90% of inbound and outbound calls.
- Supported and trained team members to drive growth and development, new policies and services, while enhancing customer service values to exceed the company’s goal and retention.
- Resolved customer inquiries efficiently to enhance satisfaction by gathering feedback and providing empathy and understanding, which increases loyalty and repeat business.
- Streamlined complaint resolution processes, improving response times and overall service
Medical Receptionist
Quality of Life
Trussville, Al
08.2006 - 07.2010
- Scheduled Patient appointments as well as verified patient information for insurance purposes and billing information, while managing a high level of incoming calls and addressing patient and provider inquires.
- Coordinated check-in, check-out while updating medical records to include demographics, patient health history to maintain accuracy and confidentiality.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
Education
Bachelor of Science - Business Administration Management, Concentration in Health Administration
Strayer University
Washington, DCAssociates Of Applied Science - Office and Information Technology Systems
J.F Drake Community College
Deatsville, Al12.2010
Skills
- Customer Service
- Organizational Strength
- Proficient in MS Office
- Patient Representative
- Team Collaboration
- Organizational skills
- Excellent communication
- Insurance verification
- Medical billing
- Patient registration
LANGUAGES
English
Native
Timeline
Underwriter Service Assistant
State Farm
07.2024 - Current
Healthcare Customer Service Representative
Selective Staffing Company
09.2018 - 05.2024
Customer Service Representative
Express Employment
09.2010 - 08.2018
Medical Receptionist
Quality of Life
08.2006 - 07.2010
Bachelor of Science - Business Administration Management, Concentration in Health Administration
Strayer University
Associates Of Applied Science - Office and Information Technology Systems
J.F Drake Community College