Summary
Overview
Work History
Skills
Timeline
Generic

Laura Vickers

Port St. Lucie ,FL

Summary

Versatile professional with a proven track record at FedEx:Ground, adept in Microsoft Office and demonstrating exceptional problem-solving skills. Excelled in roles requiring meticulous attention to detail and empathy, achieving significant improvements in patient and customer satisfaction. Skilled in team leadership and training, consistently enhancing team performance and service delivery.

Overview

11
11
years of professional experience

Work History

Package Handler

FedEx:Ground
05.2024 - Current
  • Used hand-held scanners and physical logs to accurately track item movements.
  • Removed jams and unblocked conveyor system to maintain flow of goods.
  • Maximized space utilization within trucks through effective stacking and arranging of packages, minimizing shipment delays.
  • Demonstrated commitment to quality control by consistently meeting or exceeding company standards for accuracy in sorting and labeling packages.
  • Supported peak season demands by volunteering for extra shifts, ensuring no delays in package processing.
  • Loaded and unloaded materials onto and off of trucks for fast shipment.

Patient Care Advocate

Express Scripts
10.2020 - Current
  • Applied problem-solving techniques to address patient complaints and improve satisfaction.
  • Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
  • Spearheaded initiatives to improve the overall patient experience, resulting in increased satisfaction scores and positive feedback from patients and families.
  • Maintained confidentiality of patient data and condition to safeguard health information.
  • Reviewed each step of patient care and made proactive adjustments to avert issues.
  • Verified patient insurance eligibility and entered patient information into system.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.

Team Lead

Change Healthcare
05.2019 - 10.2020
  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
  • Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
  • Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
  • Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.
  • Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
  • Onboarded and trained customer representatives to meet performance and service goals.

Medical Appointment Scheduler

Change Healthcare
05.2018 - 10.2020
  • Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
  • Improved communication between the front desk and clinical staff by providing accurate, up-to-date appointment information.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
  • Maximized revenue by diligently verifying insurance coverage and obtaining necessary pre-authorizations for appointments.

Enrollment Specialist

Convey Health
07.2014 - 05.2018
  • Educated clients on insurance policies and procedures.
  • Collected premiums on or before effective date of coverage.
  • Conducted annual reviews of existing policies to update information.
  • Streamlined the Medicare enrollment process by effectively managing and organizing application documentation.
  • Participated in ongoing education and training sessions to remain updated on changes in Medicare regulations and policies.
  • Enhanced member satisfaction with accurate and timely processing of Medicare applications.

Associate Trainer

Convey Health Solutions
07.2015 - 12.2016
  • Mentored employees during probationary period to answer questions and offer improvement strategies.
  • Facilitated hands-on learning experiences through group activities and simulations, promoting practical application of concepts.
  • Collaborated with subject matter experts to develop accurate and effective course content for various disciplines.
  • Completed training-related administrative tasks, documentation and team support.
  • Conducted post-training assessments to measure success and identify areas for improvement in future sessions.

Skills

    Microsoft Office

    Word

    Excel

    Outlook

    Citrix

    Cisco Webex

    Microsoft Teams

    Verint WFO

    EPIC MyChart

    Workday

    Salesforce

Timeline

Package Handler

FedEx:Ground
05.2024 - Current

Patient Care Advocate

Express Scripts
10.2020 - Current

Team Lead

Change Healthcare
05.2019 - 10.2020

Medical Appointment Scheduler

Change Healthcare
05.2018 - 10.2020

Associate Trainer

Convey Health Solutions
07.2015 - 12.2016

Enrollment Specialist

Convey Health
07.2014 - 05.2018

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Laura Vickers