Lakiya Gadsden
Moncks Corner,SC
Summary
Dynamic and empathetic Customer Success Manager with 6+ years of expertise in service excellence across healthcare operations, client relations, and cross-functional program management. Adept at leading teams, resolving escalations, and enhancing customer experiences through data-informed decisions and streamlined processes. Trusted liaison between clients and internal departments, with a passion for building long-term relationships and improving satisfaction. Experienced in managing over 20 team members and supporting 5+ clinics with precision and care. Now pivoting into Customer Success to deliver impactful, client-centered solutions that fuel retention and growth.
Overview
11
11
years of professional experience
Work History
Healthcare Consent Coordinator
Tapestry Health
Remote
11.2025 - Current
- Coordinated project timelines and resources to ensure efficient completion of initiatives.
- Developed and maintained detailed reports to track project progress and outcomes.
- Facilitated communication between departments to support collaboration on strategic objectives.
- Implemented process improvements that enhanced workflow efficiency across teams.
- Led training sessions for new staff, fostering a culture of knowledge sharing and development.
- Managed vendor relationships, negotiating contracts to achieve favorable terms for projects.
- Entered data, generated reports, and produced tracking documents.
Supervisor Program Specialist
Ralph H Johnson Medical Center
Charleston, SC
09.2024 - 10.2025
- Spearhead the launch of a centralized insurance verification and claims management workflow that improved first-pass resolution rates and billing accuracy.
- Collaborate across clinical teams to align patient access services with broader care initiatives, enhancing both access and continuity of care.
- Deliver actionable insights by analyzing VISTA/VSSC data and Power BI dashboards, leading to measurable improvements in utilization and patient throughput.
- Introduce monthly staff training sessions on LEAF, Training on EPIC, VA timekeeping systems, increasing compliance and reducing administrative errors.
- Cultivate a culture of accountability by leading QA initiatives and escalating system-level inefficiencies to department heads for cross-team resolution.
Social Service Assistant
Ralph H Johnson Medical Center
Remote
01.2023 - 09.2024
- Fostered meaningful relationships with patients and families, creating a trusted support network that improved long-term care outcomes.
- Evaluated quality assurance reviews to identify care delivery deficiencies and proposed effective workflow modifications to enhance staff responsiveness.
- Translated complex care plans into actionable next steps for patients, enabling a smoother transition between appointments and providers also training staff on EPIC.
- Served as a central liaison between clients, clinicians, and social service providers, ensuring needs were heard, validated, and met.
- Actively contributed to continuous improvement by leveraging feedback tools and call review data to reduce client service breakdowns.
Purchasing Agent
Ralph H Johnson Medical Center
Charleston, SC
11.2022 - 01.2023
- Streamlined procurement processes to enhance operational efficiency and reduce lead times.
- Negotiated contracts with suppliers, achieving favorable terms for medical supplies and equipment.
- Analyzed market trends to identify cost-saving opportunities in purchasing decisions.
- Collaborated with clinical staff to assess inventory needs and optimize stock levels.
- Trained junior staff on procurement procedures and best practices for supplier interactions.
Program Support Assistant
Ralph H Johnson Medical Center
Charleston, SC
11.2021 - 11.2022
- Acted as a communications hub for providers, routing EPIC and phone interactions to the appropriate channels with professionalism and speed.
- Reduced administrative delays by introducing tracking tools for recruitment documents, which supported smoother HR collaboration.
- Ensured financial accuracy across all transactions, identifying discrepancies in real time and preventing downstream billing errors.
- Maintained strict confidentiality while balancing competing demands of administrative support, scheduling, and correspondence.
- Partnered with HR and credentialing teams to streamline provider readiness timelines, accelerating go-live readiness for clinical staff.
Advanced Medical Support Assistant
Ralph H Johnson Medical Center
Remote
05.2020 - 11.2021
- Managed patient scheduling and appointment coordination to optimize clinic workflow.
- Assisted healthcare providers with patient intake and medical record management procedures.
- Implemented electronic health record (EHR) systems to enhance data accuracy and accessibility.
- Trained new staff on administrative protocols and operational best practices for efficiency.
- Facilitated communication between patients and multidisciplinary teams to ensure comprehensive care.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- Assisted in training new staff members on clinic policies, procedures, and EPIC software systems for seamless integration into the team.
Human Resource Assistant
Logistic Health
Remote
05.2019 - 05.2020
- Served as the first point of contact for benefits and HR inquiries, resolving routine concerns and escalating sensitive cases appropriately.
- Delivered real-time support to candidates by facilitating interviews, following up promptly, and communicating expectations clearly.
- Provided personalized guidance to employees and applicants on HR policies, leave procedures, and career progression pathways.
- Collaborated with payroll and HRIS vendors to input, update, and validate employment records and compensation changes.
- Played a pivotal role in employee experience by handling offer letters, answering policy-related questions, and supporting team alignment.
Surgery Scheduler
Coastal Vascular & Vein Center
Charleston, SC
08.2014 - 05.2019
- Scheduled surgical procedures and coordinated with medical staff to ensure optimal patient flow.
- Managed appointment calendars, minimizing scheduling conflicts and maximizing resource utilization.
- Communicated effectively with patients regarding pre-operative instructions and post-operative care requirements.
- Utilized electronic health record systems to update patient information and track surgical outcomes.
- Trained new staff on scheduling protocols and system navigation to ensure consistent service delivery.
- Collaborated with surgeons to prioritize urgent cases and adjust schedules as necessary for patient needs.
Education
High School Diploma - High School Diploma
Berkeley High School
Moncks Corner, SC05.2002
Skills
Client Onboarding
Stakeholder Relationship Management
Workflow Optimization
Patient and Customer Communication
Insurance Authorization Coordination
Cross-Functional Collaboration
Data-Driven Decision Making
Claims Resolution
Client Retention Strategies
Performance Analysis
Conflict Resolution
Program Evaluation
Team Leadership
Process Improvement
Escalation Management
CRM Utilization
Training and Development
Time and Resource Management
Quality Assurance Auditing
Service Delivery Enhancement
Microsoft Office Suite
Google Workspace
Epic Training
Power BI
VISTA
JIRA
SharePoint
OneNote
LEAF
AcuStaf
Citrix Cloud
McAfee
Avaya
Timeline
Healthcare Consent Coordinator
Tapestry Health
11.2025 - Current
Supervisor Program Specialist
Ralph H Johnson Medical Center
09.2024 - 10.2025
Social Service Assistant
Ralph H Johnson Medical Center
01.2023 - 09.2024
Purchasing Agent
Ralph H Johnson Medical Center
11.2022 - 01.2023
Program Support Assistant
Ralph H Johnson Medical Center
11.2021 - 11.2022
Advanced Medical Support Assistant
Ralph H Johnson Medical Center
05.2020 - 11.2021
Human Resource Assistant
Logistic Health
05.2019 - 05.2020
Surgery Scheduler
Coastal Vascular & Vein Center
08.2014 - 05.2019
High School Diploma - High School Diploma
Berkeley High School