Summary
Overview
Work History
Education
Skills
Timeline

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
2020.10 - 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
2013.07 - 2018.05
  • 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
2018.05 - 2020.10


  • 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
1998.08 - 2003.05
  • 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

Neshannock High School, New Castle, PA

Skills

Organizational skills

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Timeline

Patient Care Advocate II - The Cigna Group
2020.10 - Current
Patient Service Representative III - Change Healthcare
2018.05 - 2020.10
Customer Service Representative - Convey Health
2013.07 - 2018.05
School Baker - St. Lucie Public Schools
1998.08 - 2003.05
Neshannock High School - Diploma, Business
Laura VickersCustomer Service Representative