Laportia Woods
Winston-Salem,NC
Summary
Dynamic customer service professional with experience at CarelonRx, adept at resolving complex authorization issues and enhancing patient satisfaction. Skilled in claims processing and effective communication, I leverage empathy and a strong understanding of medical terminology to deliver tailored solutions, ensuring compliance and improving overall service quality.
Overview
12
12
years of professional experience
Work History
Customer Service Representative I
CarelonRx/Elevance Health
06.2022 - Current
- Collaborated with healthcare providers to gather necessary documentation for approval processes.
- Analyzed patient eligibility for services, verifying insurance coverage and benefits effectively.
- Resolved issues arising from denied authorizations through effective communication with insurers and providers.
- Analyzed medical records and other documents to determine approval of requests for authorization.
- Handled over 100 escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative II
Cognizant
03.2020 - 06.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved customer inquiries through effective communication and problem-solving techniques.
Customer Service Representative
Ranstad Staffing
08.2018 - 10.2019
- Assisted clients in understanding insurance products, enhancing overall customer satisfaction and retention.
- Conducted detailed policy reviews to advise customers on optimal coverage options.
- Maintained up-to-date knowledge of insurance products to provide accurate information to customers.
- Prepared insurance claim forms or related documents and reviewed for completeness.
Inspector/Packer
Jockey
04.2014 - 05.2015
- Conducted thorough inspections ensuring compliance with safety and quality standards.
- Identified defects and documented findings for continuous improvement initiatives.
- Prepared reports detailing findings of inspections, investigations, and tests.
- Maintained accurate records of all inspections performed, allowing for more informed decision making regarding maintenance schedules and resource allocation.
Education
Certificate - Medical Office Administration
Davidson-Davie Community College
Thomasville, NC05-2008
High School Diploma -
Lexington Senior High School
Lexington06-2005
Skills
- Effective communication skills
- Multitasking in Fast-Paced Settings
- HIPAA compliance
- Medical terminology
- Claims processing
- Empathy and patience
- Quality assurance
Timeline
Customer Service Representative I
CarelonRx/Elevance Health
06.2022 - Current
Customer Service Representative II
Cognizant
03.2020 - 06.2022
Customer Service Representative
Ranstad Staffing
08.2018 - 10.2019
Inspector/Packer
Jockey
04.2014 - 05.2015
Certificate - Medical Office Administration
Davidson-Davie Community College
High School Diploma -
Lexington Senior High School