Lashawndra Jackson
St Groveland,FL
Summary
Positive and upbeat Customer Service Specialist bringing 9 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.
Responsible Billing Specialist with excellent communication skills in the healthcare/pharmacy industry.
Overview
20
20
years of professional experience
Work History
Billing Liaison
Express Scripts
Orlando, FL
11.2018 - Current
- Verifies, adjusts, and updates Accounts Receivable
- Pursues, maintains, and communicates payer coverage/guideline changes/update Answers Accounts Receivable phone inquiries
- Researches credit balances and initiates refunds as required Provide patient with financial assistance programs
- Processes all incoming and outgoing correspondence as assigned Assisted department/patient with collections accounts Worked with dual monitors
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance
- Led team of 2 guest service associates engaged in delivering assistance to customer service department on daily basis
- Cleaned break rooms, including sinks, counter tops, microwaves, coffeemakers, refrigerators, tables and chairs
- Increased sales by 17% over ten month time period
Guest Service Associate
RaceTrac Petroleum Inc
Groveland , FL
02.2018 - 10.2018
- Kept work areas clean, organized and safe to promote efficiency and team safety
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills
- Prepared detailed reports daily on updates to project specifications, progress, identified conflicts and team activities
- Identified stock imperfections, assigned grades and noted production concerns based on shift inspections
- Maintained well-organized restocking areas to avoid blocking aisles or creating safety hazards
- Prepared merchandise for transfer to shelves by removing packing materials and applying identifying codes, such as price or inventory control numbers
- Kept all documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery
Patient Care Advocate
Express Scripts
Orlando , FL
08.2014 - 07.2017
- Connected patients with available community and charitable resources
- Worked with patients and families to develop future plans and discuss care actions
- Reviewed each step of patient care and made proactive adjustments to avert issues
- Upheld confidentiality requirements and regulatory compliance guidelines in all areas
- Resolved issues such as billing or communication problems that could affect care
- Evaluated effectiveness of current strategies with interdisciplinary team and utilized recommendations to make permanent improvements to care standards
- Maintained confidentiality of patient data and condition at all times to safeguard health information
- Increased utilization of preventative care to reduce readmission
- Maintained strict patient privacy and confidential patient information, taking care to meet all HIPAA guidelines and statues for data security
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Customer Service Representative/Collections Specialist
Medical Data Systems
Vero Beach , FL
12.2012 - 02.2014
- Made outbound calls to follow up on past due accounts to ensure form of payments
- Adhered to hospital/collections guidelines given by management Knowledge in Medical terminology
- Effective listener with great communication and customer service skills
- Problem solve with past due account to bring account current
- Investigate and use analytic skills to resolve discrepancies on account Helped clients avoid credit damage Offer settlements, payment plan, and financial assistance on accounts Excellent negotiations and verbal skills
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Leveraged sales expertise to promote and capitalize on up sell opportunities
- Assisted approximately 50 plus customers each day with insurance/account questions
Order Entry Clerk
Qvc Inc
Port St Lucie, FL
09.2010 - 08.2011
- Processed payments, including credit and debit card transactions
- Assisted customers with product and service selections
- Documented shipping information for each order and tracked packages when necessary
- Completed accurate order entry, including data verification
- Identified and recommended changes to existing processes to improve accuracy, efficiency and responsiveness of customer service department
- Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff
- Communicated with customers to answer questions and perform account maintenance
- Monitored and tracked project performance data with Excel spreadsheets to generate reports and keep management informed of important trends
Sales Floor Lead
Citi Trends
West Palm Beach, FL
02.2008 - 07.2009
- Monitored 5 members of the sales team in applying effective sales techniques while delivering top-notch customer service
- Assessed sales reports to identify enhanced sales performance, support inventory oversight and capitalize on emerging trends
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
- Supervised end-to-end stock management, including examining incoming inventory, merchandising shelves and preventing shrinkage
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets
- Returned change and currency and processed debit and credit card payments with 100% accuracy rate
Cashier Team Lead
Winn Dixie
Stuart, FL
05.2005 - 08.2006
- Quickly and accurately counted drawers at start and end of each shift
- Monitored areas for security issues and safety hazards
- Restocked, arranged and organized merchandise in front lanes to drive product sales
- Assisted customers with locating and choosing merchandise in any store department
- Checked identification for proof-of-age and refusing alcohol sales to underage customers
- Checked prices for customers and processed items sold by scanning bar codes
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Trained as Cashier Lead and provided back-up coverage to provide customers with optimal support
- Scanned over 100 plus grocery items daily
Education
Bachelor of Arts - Health Administration
Lake Sumter State College
Clermont, FL2019
High School Diploma - Health Administration
Martin County High School
Stuart, FL2008
Skills
- Billing and collection procedures expert
- Medical billing knowledge
- Stocking
- Customer-oriented
- Multi-line phone talent
- Shipping procedures understanding
- Retail sales
- MS Office Suite
- Insurance policy review
- Strong interpersonal skills
- Active listening skills
- Detail-oriented
- Claims investigation and research
- Data entry
- Typing 40 rpm
Accomplishments
- Supervised team of 2-3 staff members
- Documented and resolved Account Receivable which led to Accurate
Timeline
Billing Liaison
Express Scripts
11.2018 - Current
Guest Service Associate
RaceTrac Petroleum Inc
02.2018 - 10.2018
Patient Care Advocate
Express Scripts
08.2014 - 07.2017
Customer Service Representative/Collections Specialist
Medical Data Systems
12.2012 - 02.2014
Order Entry Clerk
Qvc Inc
09.2010 - 08.2011
Sales Floor Lead
Citi Trends
02.2008 - 07.2009
Cashier Team Lead
Winn Dixie
05.2005 - 08.2006
Bachelor of Arts - Health Administration
Lake Sumter State College
High School Diploma - Health Administration
Martin County High School
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