LaShawndra Robertson
Baton Rouge,LA
Summary
Dynamic Patient Service Representative with a proven track record at Baton Rouge General Hospital, excelling in customer engagement strategies and HIPAA compliance. Skilled in insurance eligibility verification, I fostered trust and satisfaction through empathetic communication, consistently enhancing patient experiences and streamlining processes to improve service quality.
Overview
18
18
years of professional experience
Work History
Patient Service Representative
Baton Rouge General Hospital
11.2024 - Current
- Assisted patients with appointment scheduling and registration processes.
- Provided accurate information regarding services and procedures to enhance patient experience.
- Managed patient inquiries via phone and in-person, ensuring timely resolution of concerns.
- Coordinated with healthcare providers to ensure seamless patient flow and communication.
- Collaborated with team members to uphold high standards of customer service in a fast-paced environment.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Used [Epic] to schedule appointments.
- Handled customer service inquiries in person, via telephone and through email.
- Entered patient demographic and insurance data into electronic medical record system.
- Built and maintained positive working relationships with patients and staff.
Account Advisor
Blue Cross and Blue Shield of Louisiana
07.2015 - 05.2023
- Guided clients through complex insurance products, ensuring understanding and satisfaction with services provided.
- Developed tailored solutions to meet client needs, enhancing overall customer experience and retention.
- Collaborated with cross-functional teams to streamline account management processes, improving operational efficiency.
- Analyzed client feedback to identify service gaps, implementing improvements that elevated service quality.
- Mentored junior advisors on best practices for customer engagement and account management strategies.
- Regularly exceeded performance targets while maintaining excellent customer satisfaction ratings.
Collections Representative
Cox Communications
07.2007 - 06.2015
- Managed customer accounts, ensuring timely payments and reducing outstanding balances.
- Resolved billing disputes by effectively communicating with customers and providing clear explanations.
- Analyzed account history to identify patterns in payment behavior, facilitating tailored collection strategies.
- Enhanced customer satisfaction through empathetic communication and problem-solving techniques.
Education
Associate of Applied Science - Business Administration And Management
J E Jumonville Vo-Tech
New Roads, LA06-1995
High School Diploma -
Livonia High School
Livonia, LA05-1995
Skills
- Customer engagement strategies
- Knowledge of HIPAA standards
- Insurance eligibility verification
- Claims verification expertise
Languages
English
Native or Bilingual
Timeline
Patient Service Representative
Baton Rouge General Hospital
11.2024 - Current
Account Advisor
Blue Cross and Blue Shield of Louisiana
07.2015 - 05.2023
Collections Representative
Cox Communications
07.2007 - 06.2015
Associate of Applied Science - Business Administration And Management
J E Jumonville Vo-Tech
High School Diploma -
Livonia High School