LaKissa Love
Little Rock,AR
Summary
Personable and dedicated Customer Service Representative with extensive experience in 20 + industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
33
33
years of professional experience
Work History
Office Manager
Topnotch Security
08.2015 - Current
- Managed office inventory and placed new supply orders.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Administered payroll and maintained proper documentation of employee personnel.
- Reviewed files and records to obtain information and respond to requests.
- Managed, scheduled and coordinated office functions and activities for employees.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Used judgment and initiative in handling confidential matters and requests.
- Managed office budget to handle inventory, postage and vendor services.
- Implemented and maintained company protocols to facilitate smooth daily activities.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Automated office operations for managing client correspondence, payment schedules and data communications.
- Maintained filing system for records, correspondence and other documents.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Created spreadsheets in Excel to track data such as vacation requests, sick days .
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Processed payroll accurately ensuring all employees were paid on time.
Customer Services Agent II
Sutter Health
06.2021 - 01.2024
- Managed high-volume of inbound and outbound customer calls.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained strong call control and quickly worked through scripts to address problems.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Helped clients navigate online systems within established frameworks to obtain services.
- Returned customer calls in established turnaround time to meet company objectives.
- Suggested suitable options for unavailable products and services to retain customers.
- Implemented additional services to maintain exceptional client service ratings.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Resolved customer complaints quickly and efficiently.
- Work as part ot a team and others to support one or more of the service delivery teams
- Build collaborate relationships with peers and other healthcare providers to achieve departmental and corporate objectives
- Operate office equipment such as multi-lined phones,printers, faxes, copier, and scanners
Medical Biller and Coder / Front Desk Receptionist
AR Internal Medicine Clinic ( Baptist Health )
01.2024 - 04.2025
- Correctly coded and billed medical claims for the clinic and hospital.
- Worked closely with physicians to accurately assign ICD-10 diagnostic codes for optimal reimbursement rates from insurance companies.
- Reviewed patient charts to better understand health histories, diagnoses, and treatments.
- Contributed to team efficiency by maintaining organized records of patient accounts, billing statements, and payment statuses.
- Assisted patients with understanding their insurance coverage and financial responsibilities, fostering positive relationships and trust between the practice and its clients.
- Communicated with insurance companies to research and resolved coding discrepancies.
- Verified signatures and checked medical charts for accuracy and completion.
- Scanned and uploaded medical records into electronic medical records system.
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Followed up with medical staff regarding missing information in patient records.
- Verified accuracy of patient information in medical records.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
Eligibility Specialist II
Hospital Solutions Inc.
04.2006 - 08.2015
- Entered client information and files into databases for further review and tracking.
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
- Coordinated with other departments to promote prompt processing of client applications.
- Managed intake of new claims and performed routine follow-ups.
- Gathered financial information from clients regarding income, assets and debts.
- Explained eligibility details and affordability options to patients with kindness and respect.
- Reviewed applications to verify client information and resolve discrepancies.
- Explained reasons behind application denials and recommended further action.
- Processed benefits applications and documents for food stamps and medical assistance.
- Participated in new hire training and development tasks.
- Developed thorough knowledge of financial aid programs to recommend relief options matching client needs.
- Responded to client inquiries and concerns and escalated complex problems to department supervisors.
- Contacted client references and employers to determine legitimacy of applicant information.
- Reviewed applications for eligibility and determined whether applicants met the criteria to receive benefits.
- Maintained comprehensive knowledge of program regulations, policies, and procedures.
- Processed client applications in accordance with established guidelines.
- Communicated regularly with clients regarding their application status or changes in policies or procedures that may affect them.
- Developed strategies to improve efficiency in the processing of applications and customer service delivery.
- Collaborated with other departments within the organization to ensure accurate processing of applications.
- Assessed potential fraud cases by conducting investigations into suspicious activities.
- Attended regular training sessions to stay up-to-date on new rules and regulations.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Provided feedback on proposed legislation impacting eligibility standards.
- Answered questions and responded to inquiries to deliver high level of service to patients.
- Informed applicants of other agencies providing useful or related assistance.
Document Examiner III
Arkansas Department of Human Services
06.2002 - 04.2006
- Analyzed signatures to determine authenticity.
- Evaluated paper stock and ink quality of questioned documents.
- Conducted microscopic examinations of various materials.
- Scanned and digitized physical evidence for further examination.
- Developed protocols for handling sensitive material in a secure environment.
- Examined alteration patterns on identification cards and passports.
- Work with the team to confirm documents development and management
- Answer a high volume of calls
Customer Service Rep/Cashier Supervisor
Kroger
03.1992 - 06.2002
- Accepted cash and credit card payments, issued receipts and provided change.
- Answered customer questions and provided store information.
- Collected payments and provided accurate change.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Helped customers find specific products, answered questions and offered product advice.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Worked closely with front-end staff to assist customers.
- Trained new team members in cash register operation, stock procedures and customer services.
- Processed sales transactions to prevent long customer wait times.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Discounted purchases by scanning and redeeming coupons.
- Verified customer age requirement for alcohol or tobacco purchases.
- Tracked company inventories, moved excess stock and arranged products to improve sales.
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Balanced daily transactions on a computerized point-of-sale system.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Reconciled transactions at end of shift using appropriate forms and reports to verify accuracy of transactions.
Education
Business Administration
UALR
Little Rock, AR05.1998
High School Diploma -
Oak Grove High School
North Little Rock, AR05.1992
Skills
- Customer Service
- CRM Software
- Outstanding Communication Skills
- Documentation and Reporting
- HIPAA compliance
- Payment posting
- Insurance verification
- ICD-10 proficiency
- Medicare and medicaid billing
- Claim submission
- Diagnostic coding
- Commercial insurance billing
- CPT coding
- Medical billing procedures
- Claims processing
- Data entry
- Epic certification
- Software configuration
Education and Training
other,other
Timeline
Medical Biller and Coder / Front Desk Receptionist
AR Internal Medicine Clinic ( Baptist Health )
01.2024 - 04.2025
Customer Services Agent II
Sutter Health
06.2021 - 01.2024
Office Manager
Topnotch Security
08.2015 - Current
Eligibility Specialist II
Hospital Solutions Inc.
04.2006 - 08.2015
Document Examiner III
Arkansas Department of Human Services
06.2002 - 04.2006
Customer Service Rep/Cashier Supervisor
Kroger
03.1992 - 06.2002
Business Administration
UALR
High School Diploma -
Oak Grove High School
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