LaQuisha McCray
Fort Worth
Summary
Customer-focused professional with a proven ability to deliver clear communication, empathetic support, and effective problem resolution in fast-paced environments. Skilled in de-escalation, documentation, and managing high-volume inquiries while maintaining accuracy and professionalism. Recognized for building trust, improving customer satisfaction, and providing solutions that align with company policies and customer needs.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sr. Claim Examiner
Lincoln National Corp.
12.2023 - 11.2025
- Reviewed and adjudicated STD and medical claims, including ENT-related conditions.
- Interpreted diagnostic codes (ICD-10/CPT), medical terminology, and provider statements.
- Ensured claim determinations complied with HIPAA, policy provisions, and state regulations.
- Collaborated with providers, employers, and claimants to clarify documentation needs.
- Maintained high productivity and accuracy using Microsoft Office and proprietary systems.
- Managed large volume of medical claims on daily basis.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
Advanced Escalation Specialist
DoorDash Corporation
08.2019 - 11.2023
- Managed 15–20 high-priority escalations daily involving customers, merchants, and drivers.
- Performed root-cause analysis to implement fair, policy-compliant resolutions.
- Partnered with cross-functional teams to reduce recurring issues and improve workflows.
- Delivered calm, solutions-focused communication during high-stress interactions.
Loss Mitigation Intake Specialist
TIAA Bank
05.2018 - 08.2019
- Performed intake review of borrower hardship applications for completeness and accuracy.
- Guided borrowers through documentation requirements and next steps.
- Updated case records with high attention to detail within servicing platforms.
- Identified urgent files and escalated to prevent foreclosure actions.
- Provided clear, empathetic communication to customers undergoing financial hardship.
Education
Bachelor of Science - In Progress
Tarrant County College
Fort Worth, TX01-2029
High School Diploma -
John Glen Academy
Phoenix, AZ5 2006
Skills
- Litigation management
- Policy interpretation
- Investigation techniques
- Data verification
- Healthcare procedures
- Microsoft Office Suite
- Disability claims process
- Application assessments
- Client intake
- Eligibility review
- Compassionate communication
- Follow-up skills
- Data entry
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Licensed Realtor- current
- HIPAA Compliance Certified
- Medical Claims Examiner & ICD-10 Coding Proficiency
- CIFA - Certified Insurance Fraud Analyst
Timeline
Sr. Claim Examiner
Lincoln National Corp.
12.2023 - 11.2025
Advanced Escalation Specialist
DoorDash Corporation
08.2019 - 11.2023
Loss Mitigation Intake Specialist
TIAA Bank
05.2018 - 08.2019
High School Diploma -
John Glen Academy
Bachelor of Science - In Progress
Tarrant County College