Lamicka Gibbs
Dallas,TX
Summary
Highly organized and detail-oriented professional with 19 years of experience in customer service, healthcare coordination, and administrative support. Proven ability to manage high volumes of data accurately, maintain confidentiality, and utilize a wide range of data systems and office software. Seeking a data entry role where efficiency, precision, and system proficiency are valued.
Overview
13
13
years of professional experience
Work History
Scheduling Analyst
Home Watch Caregiver's of Dallas
Dallas, TX
09.2025 - Current
- Analyzed scheduling patterns to optimize caregiver assignments and enhance service delivery.
- Coordinated with management to develop efficient scheduling protocols for improved operational performance.
- Implemented software solutions for real-time tracking of caregiver availability and client needs.
- Mentored junior analysts to refine scheduling processes and improve accuracy in resource allocation.
- Developed training materials on scheduling systems to ensure consistent usage among team members.
- Collaborated with cross-functional teams to address scheduling conflicts and improve client satisfaction rates.
- Led initiatives to streamline communication channels between caregivers and management for better workflow efficiency.
- Evaluated performance metrics to identify opportunities for process improvements within the scheduling framework.
- Enhanced team efficiency with the implementation of advanced scheduling software and tools.
- Conducted regular schedule reviews to identify variances, anticipate issues, and recommend corrective actions when necessary.
- Reduced conflicts in resource allocation with proactive planning and coordination.
- Maximized employee satisfaction by considering individual preferences when developing weekly shift rotations and time off requests within operational guidelines.
Lead Quality Assurance Analyst
Veterans Government Services
Dallas, TX
11.2024 - 04.2025
- Led quality assurance initiatives, ensuring compliance with industry standards and regulations.
- Developed and executed comprehensive test plans for software applications and system integrations.
- Mentored junior analysts, enhancing team capabilities in testing methodologies and tools.
- Collaborated with cross-functional teams to identify defects and improve product quality.
- Implemented process improvements that streamlined testing workflows and increased efficiency.
- Analyzed test results, providing actionable insights to stakeholders for informed decision-making.
- Utilized automated testing tools to enhance accuracy and reduce response times in quality assurance processes.
- Conducted risk assessments to prioritize testing efforts based on project timelines and deliverables.
- Identified and resolved critical issues, ensuring optimal functionality of applications before deployment.
- Trained junior QA analysts on best practices, fostering a culture of continuous improvement within the team.
- Participated in agile sprint planning sessions, providing valuable input from a QA perspective during backlog grooming discussions.
Member Advocate
Businessolver
West Des Moines, IA
05.2022 - 08.2023
- Accurately input patient and healthcare data to ensure coordinated care.
- Maintained detailed records of client communications and services accessed.
- Utilized internal systems to manage account status and support documentation.
- Analyzed feedback data to identify trends, driving continuous improvement initiatives for member services.
- Developed training materials to onboard new staff, ensuring consistency in service delivery.
- Led workshops to educate members on benefits options, promoting informed decision-making.
- Implemented best practices that increased efficiency in case resolution workflows across the team.
- Spearheaded initiatives that improved overall member engagement and retention rates within the organization.
Customer Service Representative
Tailored Management
Phoenix, AZ
08.2021 - 04.2022
- Entered and updated account transactions including payments, refunds, and disputes.
- Provided technical and billing support using database and CRM tools.
- Maintained detailed customer records and call logs.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume call center operations to ensure timely responses and satisfaction.
- Trained new team members on company policies, procedures, and customer service best practices.
- Implemented process improvements that enhanced response times and service quality.
- Collaborated with cross-functional teams to address complex customer issues efficiently.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Patient Care Coordinator
Alliance/Insight Global
Dallas, TX
09.2020 - 02.2022
- Conducted needs assessments and entered findings into patient management systems.
- Applied financial analysis to determine patient billing structures.
- Updated and maintained access to community resource records.
- Coordinated patient appointments and managed scheduling for multiple healthcare providers.
- Facilitated communication between patients and clinical staff to enhance care experience.
- Developed and implemented patient intake procedures to streamline workflows.
- Trained new staff on administrative processes and patient management systems.
- Monitored patient progress and ensured adherence to treatment plans through follow-ups.
- Analyzed patient feedback to identify areas for service improvement and operational efficiency.
Patient Access Rep/Claims Agent
Optum
Irving, TX
07.2013 - 07.2015
- Managed insurance claim data from intake through processing.
- Entered detailed policy and benefits data into internal systems.
- Ensured accuracy and compliance in electronic medical records.
- Managed patient check-in processes, ensuring accurate data entry and compliance with regulations.
- Coordinated insurance verification, facilitating timely authorizations for patient care.
- Developed training materials for new staff, enhancing onboarding efficiency and knowledge retention.
- Led initiatives to improve patient satisfaction scores through effective communication strategies.
- Implemented process improvements that enhanced workflow efficiency within the patient access department.
- Analyzed performance metrics to identify trends, driving strategic decisions for operational enhancements.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
Customer Service Agent
Prostaff
Irving, TX
12.2012 - 04.2014
- Tracked and entered customer interactions and escalations.
- Assisted with training documentation and account support updates.
- Delivered exceptional customer support through effective communication and problem-solving techniques.
- Resolved customer inquiries efficiently using CRM software to track interactions and outcomes.
- Mentored new team members on company policies and best practices for customer service excellence.
- Implemented process improvements that enhanced response time and overall customer satisfaction rates.
- Trained staff on conflict resolution strategies, fostering a positive work environment and teamwork.
- Analyzed customer feedback to identify trends and inform strategic decision-making for service enhancements.
- Collaborated with cross-functional teams to streamline operations and improve service delivery efficiency.
- Developed training materials to support ongoing professional development of customer service agents.
Education
Bachelor of Science - Healthcare Administration
WestCoast University
Dallas, TX05.2020
High School Diploma - Customer Service Support
Will Rogers High School
Tulsa, OK06.2003
Skills
- Data Entry & Accuracy
- Microsoft Excel, Word, Access, Office Suite
- Typing Speed: [Insert your WPM if known]
- QuickBooks, NetSuite, Trello, PeopleSoft
- Insurance & Medical Billing Systems
- Documentation Review & Record Management
- Customer Service & Communication
- ICD-9/ICD-10 Coding Knowledge
- High Call/Data Volume Environments
- Time Management & Confidentiality
- Microsoft Excel, Word, Access
- QuickBooks
- NetSuite
- Trello
- PeopleSoft
- VMWare
- Typing
- Data Security
- CRM Tools
Timeline
Scheduling Analyst
Home Watch Caregiver's of Dallas
09.2025 - Current
Lead Quality Assurance Analyst
Veterans Government Services
11.2024 - 04.2025
Member Advocate
Businessolver
05.2022 - 08.2023
Customer Service Representative
Tailored Management
08.2021 - 04.2022
Patient Care Coordinator
Alliance/Insight Global
09.2020 - 02.2022
Patient Access Rep/Claims Agent
Optum
07.2013 - 07.2015
Customer Service Agent
Prostaff
12.2012 - 04.2014
Bachelor of Science - Healthcare Administration
WestCoast University
High School Diploma - Customer Service Support
Will Rogers High School