Lakisha Hill
Killeen
Summary
Dynamic Healthcare Account Manager with a proven track record at North America Security & Select Services, enhancing patient satisfaction and client retention through strategic account management and performance tracking. Skilled in compliance awareness and problem-solving, I excel in fostering teamwork and delivering high-quality service that drives continuous improvement.
Overview
5
5
years of professional experience
Work History
Healthcare Account Manager
North America Security & Select Services
03.2023 - Current
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
- Increased patient satisfaction scores.
- Conducted regular account reviews with clients, providing insights on performance trends and identifying opportunities for improvement.
- Increased client retention rates through proactive account management and consistent delivery of high-quality service.
- Established measurable performance metrics for account managers, driving accountability and continuous improvement within the team.
- Served as a trusted advisor by offering consultative support on best practices in the healthcare space, positioning our company as an industry leader.
Behavioral Health Specialist
Ascend National Healthcare Agency
08.2022 - 03.2023
- Established trust-based relationships with clients through empathetic listening and non-judgmental communication, fostering stronger therapeutic alliances.
- Implemented cognitive-behavioral techniques to address negative thought patterns and promote healthier thinking habits among clients.
- Worked closely with adults and children in community settings, at residential facilities and within homes.
- Provided crisis intervention services during emergency situations, ensuring immediate support and safety for affected individuals.
- Created progress reports, assessments and charting within required timeframes.
- Facilitated group therapy sessions addressing topics such as coping skills, stress management, and relapse prevention, fostering a supportive environment for participants.
- Assisted clients in developing healthy coping mechanisms that contributed to sustained behavioral changes and improved overall wellbeing.
- Served as a mentor for new behavioral health specialists, sharing knowledge and expertise to support their professional growth.
Healthcare Customer Service Representative
Blue Shield IL
01.2020 - 10.2022
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
Education
Bachelor of Science - Health Information Technology
DeVry University
Irving, TX11-2026
Skills
- Compliance awareness
- Healthcare industry
- Performance tracking
- Financial acumen
- Teamwork
- Problem-solving
- Time management
- Attention to detail
- Listening skills
- Problem-solving abilities
- Active listening
- Organizational skills
- Excellent communication
- Adaptability and flexibility
- Decision-making
- Planning and coordination
Timeline
Healthcare Account Manager
North America Security & Select Services
03.2023 - Current
Behavioral Health Specialist
Ascend National Healthcare Agency
08.2022 - 03.2023
Healthcare Customer Service Representative
Blue Shield IL
01.2020 - 10.2022
Bachelor of Science - Health Information Technology
DeVry University
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