Lana Copeland
Devine,Texas
Summary
Customer Service Professional with 16+ years of experience improving patient and client interactions through precise scheduling, records management, and daily data entry. Drives faster appointment resolution and higher satisfaction by coordinating with clinical and operations teams and maintaining regulatory-compliant records. Seeks to apply strong problem-solving and EMR familiarity to enhance service delivery.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
17
17
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE (CUSTOMER SERVICE REP)
ResultsCX
Remote
05.2025 - 05.2026
- Resolved escalated customer billing disputes via phone and email, reducing repeat complaints and improving satisfaction.
- Processed high-volume account updates in CRM (Centriq) while maintaining accurate customer records and notes.
- Verified insurance and medical-claims details for callers, accurately documenting EMR references and claim numbers.
- Coordinated with claims specialists to escalate unresolved billing disputes, reducing repeat contact for callers.
- Monitored daily queue metrics to prioritize high-risk accounts and lower overdue balance exposures.
- Answered complex billing questions via phone, clarified charges, and secured accurate payment authorizations.
- Reviewed callers' insurance details and matched policy codes against EMR entries to validate claim eligibility.
- Reviewed policy codes and claim numbers to detect mismatches and reduce claim denials for callers.
- Coordinated escalations with claims specialists to close unresolved disputes and shorten caller resolution time.
- Answered complex billing questions, clarified charge breakdowns, and obtained accurate payment authorizations.
- Reviewed EMR claim references and policy codes to identify mismatches and reduce denial occurrences.
- Explained insurance benefit breakdowns to callers, clarified charge components, and obtained correct payments.
- Remote
SCHEDULING REPRESENTATIVE/CUSTOMER SERVICE
Medina Regional Hospital
Hondo, Texas
04.2023 - 05.2025
- Managed patient scheduling processes, enhancing efficiency and reducing appointment wait times, significantly improving patient satisfaction.
- Partnered with healthcare providers to streamline appointment bookings, fostering a team environment that improved overall service delivery.
- Maintained accurate patient records and scheduling logs, ensuring compliance with healthcare regulations and enhancing operational integrity.
- Provided empathetic customer service, addressing patient inquiries and concerns effectively, contributing to a welcoming and supportive healthcare environment.
- Demonstrated a commitment to patient care through attentive service, creating a positive impact on patient interactions.
- Maintained meticulous records of patient interactions and scheduling changes, ensuring compliance with healthcare standards and enhancing operational transparency.
- Provided compassionate support to patients navigating scheduling inquiries, reassuring an atmosphere that improved patient trust.
- Medical records clerk, serve in a medical facility handling patients' files & making sure their information is transferred & stored properly.
- Manage incoming & outgoing payments for medical treatment.
- Trained new schedulers on Centriq and Meditech workflows, improving accuracy of appointment entries and confirmations.
EXECUTIVE ADMINISTRATION/CUSTOMER SERVICE
Patriots Roofing
Remote
01.2020 - 04.2023
- Coordinated with team members to resolve customer issues, fostering a supportive environment and achieving faster resolution rates.
- Maintained accurate records of customer interactions, ensuring compliance with company policies and facilitating effective follow-ups.
- Analyzed customer feedback to identify service gaps, leading to targeted improvements and measurable enhancements in service quality.
- Cultivated a collaborative team atmosphere, enhancing communication and contributing to overall customer satisfaction.
- Maintained comprehensive records of customer interactions, ensuring compliance and facilitating effective resolution of issues.
- Streamlined customer service processes, improving resolution times and significantly boosting customer satisfaction ratings.
- Data entry on a daily basis.
- Managed executive calendars and scheduled meetings across time zones using Outlook and Google Calendar.
- Coordinated complex travel arrangements and itineraries for executives, minimizing downtime during trips.
- Implemented a standard onboarding checklist for new hires, shortening administrative ramp-up time.
- Remote
CIVIL PROCESS SERVER
Armadillo Alley
Remote
02.2009 - 08.2019
- Executed legal document delivery with precision, ensuring compliance and reducing service delays, leading to improved client satisfaction.
- Worked closely with law firms and clients to clarify requirements, fostering strong relationships that contributed to a seamless service experience.
- Maintained comprehensive records of all service activities, ensuring accuracy and accountability while adhering to legal standards.
- Demonstrated strong interpersonal skills when interacting with clients, providing guidance and support throughout the legal process.
- Executed timely legal document deliveries, ensuring compliance and enhancing client satisfaction through reduced service delays.
- Data Entry on a daily basis.
- Served court documents across multiple counties, confirming recipient identity and recording timestamps.
- Communicated with clients and law firms about service status, clarifying timelines and expectations.
- Photographed and notarized proof of service where required to substantiate filings with courts.
- Remote
ASSISTANT TO DIRECTOR OF DEVELOPMENTAL DISABILITIES
Camino Real Community Services
Lytle, Texas
05.2009 - 07.2014
- Assisted the Director in strategic planning, leading to enhanced operational efficiency and improved service delivery across departments.
- Managed departmental schedules and communications, ensuring timely project updates and fostering collaboration among team members.
- Provided administrative support to the Director, maintaining organized records that facilitated seamless decision-making processes.
- Coordinated cross-functional meetings, promoting open dialogue and aligning team efforts towards common goals.
- Evaluated operational procedures, identifying areas for improvement and implementing changes that resulted in noticeable gains in productivity.
- Cultivated a collaborative environment by facilitating regular team check-ins, leading to strengthened relationships and enhanced project outcomes.
- Maintained meticulous records and schedules, contributing to operational efficiency and enhancing overall departmental performance.
- Coordinated travel arrangements and itineraries for staff and stakeholders, ensuring timely site visits.
- Handled vendor invoices and reimbursement requests, improving payment turnaround for community service contracts.
Education
Diploma -
High School
Baltimore, Maryland06-1988
Skills
- Word, Excel, EMR, Meditech, Centriq, Communication, Scheduling, Customer Service, Data Entry, Problem Solving, Multi-Tasking, Administrative Support, Recruiting, Calendaring, Expense Reports, Management, Travel Arrangements, Project Management, Strategic Planning, Team Leadership, Time Management, Conflict Resolution, Data Analysis, Sales Support, Process Improvement, Medical claims, Risk Assessment, Quality Assurance, Attention to Detail, Initiative, Empathy, Active Listening, CRM Software
Timeline
CUSTOMER SERVICE REPRESENTATIVE (CUSTOMER SERVICE REP)
ResultsCX
05.2025 - 05.2026
SCHEDULING REPRESENTATIVE/CUSTOMER SERVICE
Medina Regional Hospital
04.2023 - 05.2025
EXECUTIVE ADMINISTRATION/CUSTOMER SERVICE
Patriots Roofing
01.2020 - 04.2023
ASSISTANT TO DIRECTOR OF DEVELOPMENTAL DISABILITIES
Camino Real Community Services
05.2009 - 07.2014
CIVIL PROCESS SERVER
Armadillo Alley
02.2009 - 08.2019
Diploma -
High School