Laura Vickers

Work History

The Cigna Group

Remote

10.2020 - Current

Kept meticulous records of all relevant documentation within the electronic health record system for easy access by healthcare providers.
Provided excellent customer service to patients and medical staff.
Resolved problems with areas such as communication and billing that could negatively impact services.
Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
Placed mail order pharmacy orders; educated members on plan design & co-pay, coinsurance and deductibles.

Convey Health

Ft. Pierce, FL

07.2013 - 05.2018

Trained new customer service representatives on best practices, policies and procedures.
Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
Provided exceptional support during annual open enrollment periods, guiding customers through plan selection processes effectively.
Collected premiums and issued accurate receipts.
Exercised leadership capabilities by successfully motivating and inspiring others.
Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
Fielded customer complaints, escalating complex issues to management for resolution.
Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.

Change Healthcare

Port Saint Lucie, FL

05.2018 - 10.2020

Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
Collaborated with medical professionals to schedule procedures, tests, and follow-up appointments according to clinical guidelines.
Provided exceptional customer service to patients while gathering necessary information for appointment scheduling, registration, and insurance verification purposes.
Maintained strict adherence to HIPAA regulations when handling sensitive patient information during the scheduling process.
Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
Expedited urgent care requests from clinicians through proficient triaging of incoming calls, providing prompt attention where required.
Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Gained strong leadership skills by managing projects from start to finish.
Organized and detail-oriented with a strong work ethic.
Acted as a team leader in group projects, delegating tasks and providing feedback.
Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.

St. Lucie Public Schools

Port Saint Lucie, FL

08.1998 - 05.2003

Mixed icing and other toppings by reading recipes, scaling, and measuring ingredients and operating mixer.
Prepared all pastry items in accordance with standards of quality, quantity control, taste, and presentation.
Operated ovens and bakery equipment to prepare products according to recipes.
Assisted in planning and running promotional events and campaigns.
Prepared dough for variety of pastries, cakes and breads.
Monitored temperatures of ovens, proof boxes and other equipment.
Cut and shaped dough for pies, rolls and other pastries.
Assisted in inventory management, helping maintain appropriate stock levels for essential ingredients and supplies.
Maintained accurate inventory of baking supplies and ingredients.
Produced consistently high-quality baked goods for customers.
Ensured product freshness by implementing proper storage techniques and regularly rotating stock.
Operated cash registers and processed payments accurately.
Cultivated interpersonal skills by building positive relationships with others.
Demonstrated respect, friendliness and willingness to help wherever needed.
Self-motivated, with a strong sense of personal responsibility.