LASAJANIA WILKINS
HOUSTON
Summary
Detail-oriented and customer-focused professional with 10+ years of experience in billing, reimbursement, and customer service within high-volume environments. Experienced with handling customer inquiries and providing effective solutions. Utilizes communication and problem-solving skills to enhance customer satisfaction. Track record of maintaining positive client relationships and adapting to dynamic service environments.
Overview
13
13
years of professional experience
Work History
Billing & Customer Service Representative
R1
01.2022 - Current
- Process billing statements, verify charges, and resolve account discrepancies to ensure timely payments.
- Respond to customer inquiries via phone and email, explaining statements, insurance coverage, and payment options.
- Maintain accurate records in CRM systems, ensuring compliance with HIPAA and company policies.
- Consistently meet or exceed productivity and quality standards, improving first-call resolution rates.
- Monitored delinquent accounts and initiated collections actions when necessary, recovering outstanding balances while maintaining positive customer relationships.
Customer Service Specialist
Acclara Solutions
01.2020 - 09.2022
- Assisted customers with account setup, billing questions, refunds, and payment arrangements.
- Escalated complex issues to management while following up to ensure resolution.
- Processed high-volume transactions with a strong focus on accuracy and timeliness.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
Medical Billing Specialist
ACS Xerox
03.2012 - 09.2019
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Posted and adjusted payments from insurance companies.
- Communicated effectively and extensively with other departments to resolve claims issues.
- Located errors and promptly refiled rejected claims.
- Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
Education
High School Diploma -
NORTH HOUSTON HIGH SCHOOL
Houston, TX05-2001
Skills
- Billing & Invoicing (Medical & Non-Medical)
- Insurance Benefits Verification & Prior Authorizations
- Payment Posting & Account Reconciliation
- Claims Review & Denial Resolution
- Customer Service & Conflict Resolution
- HIPAA Compliance & Data Privacy
- CRM & ERP Systems (Epic, Salesforce, etc)
- Microsoft Office (Excel, Word, Outlook)
- Customer relations
- Call center experience
- Good communication skills
- Excellent written and oral communication
Accomplishments
- Reduced billing errors by X% through improved verification process.
- Handled 75+ daily customer interactions with a 95% satisfaction rating.
- Recognized with Customer Service Excellence award and Above & Beyond Service award.
Timeline
Billing & Customer Service Representative
R1
01.2022 - Current
Customer Service Specialist
Acclara Solutions
01.2020 - 09.2022
Medical Billing Specialist
ACS Xerox
03.2012 - 09.2019
High School Diploma -
NORTH HOUSTON HIGH SCHOOL
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