Lashanda Washington
Arlington
Summary
Resourceful and highly adaptable professional with extensive experience in customer service, case management, and patient care. Known for remaining calm and composed in high-pressure environments, with exceptional communication skills. Adept at managing sensitive information, responding quickly to inquiries, and handling complex situations. Seeking to leverage a background in administrative and healthcare support to excel as a 911 Operator and provide exceptional service during critical emergency situations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
BCforward
04.2024 - Current
- Efficiently manage high volumes of client inquiries, resolving eligibility questions for assistance programs
- Maintain a calm and professional demeanor during high-stress interactions, ensuring clients feel supported
- Conduct interviews and verify sensitive client information while adhering to strict confidentiality guidelines
- Evaluate and monitor cases to ensure compliance with agency protocols and regulations
Case Manager
McKesson
10.2022 - 03.2024
- Communicated clearly with patients, providers, and insurance companies to resolve issues and ensure accurate information
- Handled confidential patient information with care, adhering to HIPAA guidelines
- Demonstrated strong problem-solving skills in quickly resolving account discrepancies and handling complex cases
- Managed multiple cases simultaneously, ensuring timely and accurate processing of patient information
Quality Documentation Specialist
Nuance Communications
10.2021 - 07.2023
- Transcribed medical records with accuracy and attention to detail in a high-pressure environment
- Demonstrated quick thinking and organization skills while managing high volumes of medical data
- Ensured adherence to HIPAA compliance standards and maintained confidentiality with sensitive patient information
Seasonal Customer Service Representative
Navient
06.2021 - 01.2022
- Handled a high volume of customer calls with professionalism and efficiency
- Assisted claimants with inquiries, applying quick thinking to resolve issues under tight deadlines
- Effectively managed sensitive personal and financial information with a focus on accuracy and confidentiality
Patient Care Technician
UT Southwestern Medical Center
01.2020 - 10.2020
- Managed patient calls and concerns in a busy healthcare setting, ensuring a calm and compassionate approach
- Acted as a liaison between patients and healthcare staff, ensuring timely and accurate information flow
- Assisted in emergency situations, helping prioritize care and delivering immediate support to patients in need
Lead Certified Nursing Assistant
Community Memorial Surgery Center
08.2018 - 12.2019
- Provided patient care in high-pressure situations, maintaining a calm and composed demeanor
- Coordinated with healthcare staff to ensure timely response to patient needs and emergencies
- Managed critical patient information and assisted with patient intake and discharge processes
Intake Coordinator
Children's Hospital of Wisconsin
04.2014 - 07.2016
- Facilitated intake processes in a fast-paced healthcare environment, ensuring smooth transitions and accurate data entry
- Managed emergency referrals and acted as a point of contact for critical cases, ensuring timely responses
- Supervised staff and maintained confidentiality in all client interactions, adhering to HIPAA regulations
Education
Bachelor of Science -
Western Governors University
09-2025
Medical Assisting Certificate -
Arlington Career Institute
Grand Prairie, TX12.2022
Skills
- High-pressure decision-making
- Exceptional communication (verbal & written)
- Case management & client support
- HIPAA and confidentiality compliance
- Data entry and record management
- Problem-solving and troubleshooting
- Emergency response coordination
- Active listening and de-escalation techniques
- Multitasking in fast-paced environments
- Microsoft Office Suite
- Customer Service & Client Support
- Medical Terminology & Transcription
- Data Entry & Record Keeping
- Basic First Aid & CPR
Certification
- BLS Certification
- Non-CDL Class C Driver's License
- Child Development Associate Certification
Timeline
Customer Service Representative
BCforward
04.2024 - Current
Case Manager
McKesson
10.2022 - 03.2024
Quality Documentation Specialist
Nuance Communications
10.2021 - 07.2023
Seasonal Customer Service Representative
Navient
06.2021 - 01.2022
Patient Care Technician
UT Southwestern Medical Center
01.2020 - 10.2020
Lead Certified Nursing Assistant
Community Memorial Surgery Center
08.2018 - 12.2019
Intake Coordinator
Children's Hospital of Wisconsin
04.2014 - 07.2016
Medical Assisting Certificate -
Arlington Career Institute
Bachelor of Science -
Western Governors University
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