Laura Vickers
Customer Service Representative
Port St Lucie,FL
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
26
26
years of professional experience
Work History
Patient Care Advocate II
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.
Customer Service Representative
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.
Patient Service Representative III
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.
School Baker
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.
Education
Diploma - Business
Skills
Organizational skills
Exceptional Customer Service
Leadership
Training new hires
Food preparation
Quantity baking
Timeline
Patient Care Advocate II - The Cigna Group
10.2020 - Current
Patient Service Representative III - Change Healthcare
05.2018 - 10.2020
Customer Service Representative - Convey Health
07.2013 - 05.2018
School Baker - St. Lucie Public Schools
08.1998 - 05.2003
Neshannock High School - Diploma, Business