Lanasia Richardson
Houston,TX
Summary
Committed healthcare professional offering 10 years of demonstrated success in healthcare. Committed to delivering consistent and focused attention to others. Authorized to work in the US for any employer.
Overview
12
12
years of professional experience
Work History
Assistant Manager-Patient Access Manager
Centauri Health Solutions
04.2019 - Current
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Created employee schedules to align coverage with forecasted demands
- Increased employee performance and job satisfaction to strengthen retention and engagement
- Established team priorities, maintained schedules and monitored performance
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Identified and communicated customer needs to supply chain capacity and quality teams
- Supervised day-to-day operations to meet performance, quality and service expectations
Assistant Manager of Customer Service
Blue Cross And Blue Shield
04.2016 - 02.2019
- Department over-site both locally, when necessary, and for remote (WFH) customer service Call Center
- Monitoring all department resource, metrics, and quality control
- Creating training materials and provide specific client campaign or ongoing training
- Ensuring customer satisfaction through monitoring and maintaining Service Level Agreement metrics per client campaign
- Skillfully manage conflict resolution at department and client level
- Coaching, motivating, and supporting staff and client campaign through role modeling
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options
- Coordinated and conducted employee orientations to promote understanding of coverage and options
- Analyzed and reported on employee benefits data to identify trends and develop strategies for improvement
- Created employee education programs to improve understanding of benefits packages and increase utilization
- Negotiated and managed contracts with health insurance providers to secure cost-effective employee coverage
- Developed comprehensive benefits packages to improve employee satisfaction and retention
Quality Assurance Analyst
Dialog Direct
08.2015 - 12.2015
- Manage over 50 calls per day by listening to agents calls (recorded and live) to provide feedback for quality and training purposes
- Assist agents with sales techniques to increase conversion rates
- Ensure agents are following guidelines to enroll consumers in correct plans
- Participates in call calibration exercises and provides feedback on compliance issues
- Complete scorecards to ensure calls are handled in compliance with established procedures and standards
- Assist with creation and updating of training materials for agents
- Answer inbound calls and provide excellent customer service to consumers
- Provide reporting of call quality results to contact center leadership team.
Customer Service Rep II- Great Call
Dialogue Diect
11.2013 - 07.2015
- Answered 80+ inbound calls daily
- Assisted members with payments and life line assistance
- Sold new phone service and life alert buttons
- Technical support- Phone troubleshooting
- Responded to customer requests for products, services, and company information
- Developed customer service policies and procedures to meet and exceed industry service standards
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Investigated and resolved customer inquiries and complaints quickly
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Responded proactively and positively to rapid change
- Promptly responded to inquiries and requests from prospective customers
- Managed timely and effective replacement of damaged or missing products
- Increased efficiency and team productivity by promoting operational best practices
Customer Service Representative
BCBS
07.2011 - 10.2013
- Handled customer call inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered 60+ customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services, and company information
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Processed customer service orders promptly to increase customer satisfaction
Education
High School Diploma -
Academy of Oak Park
Associate - Arts
Baker College
04.2011
Skills
- Leadership- Ability to motivate, guide and inspire others
- Great communicator- Communicate effectively by listening, talking observing and empathizing
- Problem Solving- Ability to determine root of any problem and quickly find effective solution for all parties
- Adaptability- Ability to adjust to change, as job market is constantly evolving
Timeline
Assistant Manager-Patient Access Manager
Centauri Health Solutions
04.2019 - Current
Assistant Manager of Customer Service
Blue Cross And Blue Shield
04.2016 - 02.2019
Quality Assurance Analyst
Dialog Direct
08.2015 - 12.2015
Customer Service Rep II- Great Call
Dialogue Diect
11.2013 - 07.2015
Customer Service Representative
BCBS
07.2011 - 10.2013
High School Diploma -
Academy of Oak Park
Associate - Arts
Baker College
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