LaShaunda D. Wilson

• Demonstrated professionalism in all member interactions, empathy, and adherence to Navy Federal’s service excellence standards
• Serve as the first point of contact for members, answering questions about accounts, transactions, account openings, transfers, debit card increase limit, submit dispute and fraud claims, ordering and canceling debit cards and balance inquiries.
• Serve as the first point of contact for members, answering questions about accounts, transactions, account openings, transfers, debit card increase limit, submitting dispute and fraud claims, ordering and canceling debit cards and balance inquiries.
• Provided assistance with member account statements and inquiries, payment arrangements, and account changes address updates, security settings.
• Operated branch systems, mobile banking tools, and digital platforms to process transactions and maintain accurate member records.

• Scheduled appointments and facilitated follow-up care to enhance adherence to care plans
• Audit charts of patients based on HEDIS requirements and their appropriate care plan
• Work with Care Plans to close gaps as they see fit and find solutions that could better benefit our clinics cliental
• Work with Care Plans to close gaps as they see fit and find solutions that could better benefit our clinics clientele
• Managed suspects during case reviews to assess risks and determine appropriate interventions. and conditions for the population we serve

• For each patient interaction applies the AIDET patient communication framework
• (A= Acknowledge I= Introduce D= Duration E= Explanation T= Thank You)
• Determined purpose of visit and directed patients to appropriate departments, enhancing overall patient flow
• When attending to a new patient visit or updating information for an existing patient, politely informs patient of adequate information that must be presented at the time of visit
• Assisted patients in distress by providing immediate support and directing them to necessary resources. by responding to emergencies
• Collaborated with team members to efficiently complete tasks and enhance workplace morale. by working in a cooperative and positive manner to get the work accomplished
• Protects patient’s rights and ensures confidentiality by practicing privacy protocols in accordance to Clinic policies and HIPAA requirements to include maintaining confidentiality of personal and financial information
• Handled patient complaints by exercising problem-solving and conflict resolution skills.

• Liaised between patients and healthcare providers to enhance understanding of care plans
• Connected patients to community resources, insurance options, and support services to facilitate access to necessary care
• Coordinated patient care plans to enhance access to health services.
• Assessed client needs and provided tailored health education resources.
• Collaborated with healthcare providers to streamline service delivery processes.

• Greeted and assisted patients during office visits.
• Constructing charts and obtaining patients' demographics
• Obtain and verify health insurance information
• Handled incoming phone calls promptly, courteously, and professionally.
• Assisted patients with navigating services and resources in the office without side community resources
• Manage and collect payments from registration clerks and patients, monitor safe, determine patients' eligibility for medical assistance program
• Receiving incoming phone calls in a prompt, courteous and professional manner

• Balanced currency, coins, and checks in cash drawers at end of shifts to ensure accuracy.
• Calculated daily transactions using computers, calculators, or adding machines to maintain accurate financial records
• Balance currency, coins and checks in cash drawers at the of shifts

Currently Seeking