Microsoft Suite
Lasanya Muhammad
Customer Success Manager
Atlanta,GA
Summary
Dedicated Customer Success professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
3
3
Certifications
1
1
year of post-secondary education
11
11
years of professional experience
Work History
Patient Connection Associate II
Piedmont HealthCare
Atlanta, United States
01.2021 - Current
- Maximize productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Manage customer relations and customer service through daily communication and interaction.
- Increase customer satisfaction significantly within department.
- Maximize customer interactions by promptly identifying needs and wants.
- Provide quotes to patients for scheduled appointments.
- Boost patient experiences by delivering superior customer service, issue resolution and scheduling.
- Receive, record and address incoming and outgoing communication via telephone.
- Frequently double-checking patient histories and current information while scheduling follow-ups and other appointments.
- Complete administrative patient intakes with case histories, insurance information and mandated forms.
Pre Certification Specialist
Hollis Cobb
Duluth, GA
10.2020 - 01.2021
- Reached out to insurance carriers to obtain prior authorization for testing and procedures.
- Reviewed insurance coverage for patients to determine which party was liable for payment.
- Tracked referral submission during facilitation of prior authorization issuance.
- Created and maintained spreadsheets detailing medical procedures and insurance denials and approvals.
- Fielded telephone inquiries on authorization details from plan members and medical staff.
- Escalated requests for non-standard services to Physicians personnel in appropriate offices for approvals.
- Input all patient data regarding claims and prior authorizations into system accurately.
Patient Access Specialist III, Financial Counselor
Wellstar Cobb Hospital
Austell, GA
12.2017 - 10.2020
- Identified healthcare resources and programs for patients unable to meet financial obligations.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Obtained signatures from financial responsibility and treatment procedures from patients or guardians.
- Provided client facing support to inpatients and outgoing calls to discharged patients.
- Maintained patient satisfaction with forward-thinking strategies focused on addressing patient needs and resolving concerns.
- Contributed to team meetings, reporting trends in procedures, advising leadership on resources needed to prepare information to be disseminated.
- Screened patients to make best use of resources, triage staff and walk-in patients.
Operations Manager
Crescent Carriers LLC
Atlanta, GA
11.2009 - 03.2017
- Devised processes to boost long-term business success and increase profit levels.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Helped build and review master service agreements for work eligibility.
- Raised property accuracy and accountability by creating new automated tracking method.
- Observed staff to review compliance and safety to minimize losses due to violations or damage.
- Organized records of vehicles, schedules and completed orders.
Education
Associate of Science - Health Information Management
West Georgia Technical College
Douglasville, Ga 06.2020 - Current
Skills
Financial advice
Proficient in Microsoft and Mac software
Excellent Telephone etiquette
Front desk operations
Schedule Management
Training and mentoring
Customer Relations
Needs analysis
Research and due diligence
Revenue growth
Certification
American Academy of Professional Coders (AAPC) | Certified Professional Coder, Apprentice (CPC-A)
Software
Avaya
Citrix
Epic
Cerner
Availity
Mac OS
Timeline
Patient Connection Associate II
Piedmont HealthCare
01.2021 - Current
Pre Certification Specialist
Hollis Cobb
10.2020 - 01.2021
Associate of Science - Health Information Management
West Georgia Technical College
06.2020 - Current
Patient Access Specialist III, Financial Counselor
Wellstar Cobb Hospital
12.2017 - 10.2020
Operations Manager
Crescent Carriers LLC
11.2009 - 03.2017