LaNiesha Jones
Charlotte,NC
Summary
A highly skilled, dynamic, and solutions-oriented in customer service, health care, and technology with 10+ years of proven success as a dedicated customer service professional with experience in various professional fields. With a strong background in troubleshooting complex technical issues, adept at resolving problems quickly and efficiently, minimizing downtime, and ensuring maximum system uptime. Excellent project management, analysis, client relations, training, communications, and healthcare of patients. Recognized as a team player and performer, possessing proven interpersonal skills. Confirmed ability to multi-task, offering unparalleled attention to detail. Expertise in variety of fields coupled with ability to communicate technical information and health care information able to provide exceptional customer service while maintaining high professionalism. Successfully meet the challenge of remaining current with new and developing technology. Demonstrated leadership with customers and consistent quality of performance. Hardworking individual that brings top-notch abilities in reception and clerical work. Equipped to handle fast-paced office operations with continuous flow of patients and assignments. Meticulous in completing assignments and always ready to help team members.
Overview
8
8
years of professional experience
Work History
Billing Support Specialist
SPECTRUM
06.2023 - Current
- Resolving customer billing inquiries and account issues, adjusting services as requested, and upholding positive customer relationships. Use patience and effective communication skills to uncover customer needs, answer questions, and leave a positive impression on every customer interaction
- Adherence to laws and best practices regarding dealing with customers and data.
- Provided valuable input in the development and implementation of a new billing system, helping to eliminate inefficiencies and improve overall department performance.
- Functioned as key point of contact for billing data integrity matters for clients, vendors and various internal departments. Monitored customer accounts to identify and rectify billing issues while managing 65 calls day.
LTS Support Consultant II (Hybrid)
LINKEDIN
11.2019 - 05.2023
- Conducted meticulous research using the latest tools and resources available, leveraging the expertise of subject matter experts to swiftly and effectively investigate and resolve complex problems, delivering outstanding results every time.
- Expertly provided end-to-end technical support for complex and sophisticated IT systems, skillfully managing all aspects of the implementation process, from project initiation to post-implementation support
- Proactively engaged with clients to identify areas of improvement and provide customized solutions tailored to their unique needs, delivering superior value and exceeding expectations at every turn while handling 20+ chats a day, outbound and inbound calls, and managing emails.
- Meticulously tracked and analyzed key performance metrics to identify trends and areas for improvement, driving continuous process improvement and optimizing system performance to ensure maximum uptime and user satisfaction.
Patient Access Specialist
CHILDREN’S HOSPITAL AND MEDICAL CENTER
09.2017 - 11.2019
- Built strong partnerships with physicians, nurses, teammates, and other medical professionals by expertly collaborating with patients and leveraging exceptional communication skills to quickly and effectively address questions, leveraging sound judgment and critical thinking to determine when to escalate to clinics, driving outstanding patient outcomes and establishing a reputation as a trusted healthcare professional
- Played a crucial role in ensuring seamless and efficient patient care delivery, leveraging deep knowledge of clinical operations and an unwavering commitment to patient satisfaction to consistently exceed performance targets and drive strong business results
- Collaborated closely with cross-functional teams across the hospital, including physicians, nurses, technicians, and administrative staff, leveraging strong communication skills and an unwavering commitment to teamwork to deliver exceptional patient care and drive outstanding clinical outcomes, ultimately earning the trust and confidence of colleagues and patients alike.
- Streamlined front-desk operations for improved patient flow and reduced wait times. Assisting with 10+ patients a day.
Patient Transfer Coordinator
AIR METHODS
06.2016 - 09.2017
- Coordinated safe and efficient patient transfers between facilities by developing and implementing detailed transportation arrangements, accurately preparing and faxing patient face sheets, performing phone triage, collecting and entering data, and closely tracking patient progress, ultimately ensuring optimal patient outcomes and driving significant cost savings.
- Fostered strong partnerships with physicians, nurses, case managers, transportation providers, and other healthcare professionals by leveraging exceptional interpersonal and communication skills, expertly addressing questions and concerns, and proactively identifying opportunities to optimize patient care, ultimately establishing a reputation as a trusted healthcare leader.
- Maintained a deep understanding of relevant healthcare regulations and standards, including HIPAA, and leveraged this knowledge to ensure compliance across all patient transfer coordination, driving intense patient satisfaction and maintaining exemplary quality and safety standards.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel. Handling direct calls from doctors, nurses, and transportation companies. Worked with 15+ different individuals daily.
Education
High School Diploma -
NORTHWEST HIGH SCHOOL
Omaha05.2014
Associate of Science - General Studies
METROPOLITAN COMMUNITY COLLEGE
Omaha, NE05.2020
No Degree - Certificate of Certified Medical Assistant
University of North Carolina At Charlotte
Charlotte, NC12.2024
No Degree - Certificate of Psychology
Udemy
Online01.2025
Skills
- Clerical Support
- Health Care Support
- Technology Support
- Diagnose/Troubleshoot Problems
- Operating Systems
- HIPAA Compliance
- Inventory Management
- Electronic Medical Records
- Payment Collection
- Patient-Focused Care
- Complaint Resolution
- Data Entry
- Critical Thinking and Problem Solving
Additional Information
Additional Employers:
First Data Corporation 03/2015-06/2016
West Corporation 01/2014-02/2015
Wal-Mart 06/2013-01/2014
Walgreens 04/2012-08/2013
Timeline
Billing Support Specialist
SPECTRUM
06.2023 - Current
LTS Support Consultant II (Hybrid)
LINKEDIN
11.2019 - 05.2023
Patient Access Specialist
CHILDREN’S HOSPITAL AND MEDICAL CENTER
09.2017 - 11.2019
Patient Transfer Coordinator
AIR METHODS
06.2016 - 09.2017
High School Diploma -
NORTHWEST HIGH SCHOOL
Associate of Science - General Studies
METROPOLITAN COMMUNITY COLLEGE
No Degree - Certificate of Certified Medical Assistant
University of North Carolina At Charlotte
No Degree - Certificate of Psychology
Udemy
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