Lauren Cooks
St Louis,MO
Summary
Experienced well trained nursing assistant with over eight years of experience. I have worked professionally in local hospitals and also customer service positions with companies who take pride in their beliefs and dignity. Over these years I have obtained a Certified Nursing Assistant certification and took the opportunity to advance in my career and became a Certified Medication Technician. I also hold a certification as a Phlebotomy Technician as well as a Pharmacy Technician. I have been in leadership for over three years helping train on comers, giving guidance to my team as well as leading us to victory within any organization. This is not my ending I am dedicated to what I do, and have now advanced to studying for my Respiratory Therapist Degree.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Leader Manager
Cigna
St Louis, Missouri
11.2020 - Current
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations.
- Conducted regular performance evaluations for continuous improvement of team members skills and abilities.
- Led employee relations through effective communication, coaching, training, and development.
- Monitor live calls from individual agents and ensure HIPPA guidelines are followed.
- Managed over 50 agents daily grading making sure they are performing and meeting their daily target.
- Prompted to train current employees on their new roles and assist.
Nursing Assistant PRN
Supreme Home Health Services
Saint Louis, MO
08.2020 - Current
- Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
- Improved patient satisfaction by providing compassionate assistance with daily activities, such as bathing, dressing, and feeding.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Increased patient engagement by providing emotional support, companionship, and encouragement during challenging times.
- Promoted a safe and clean environment by maintaining strict adherence to infection control protocols and sanitation standards.
- Enhanced patient care effectively monitoring vital signs and accurately documenting medical information.
- Supported needs of 20 residents under long-term care.
Personal Enrollment Specialist
Cigna
St Louis, Missouri
10.2019 - 11.2020
- Handled inbound and outbound calls educating members on various prescription plans, converting prescriptions to home delivery, refill and renewing prescriptions, reaching out to doctors offices for prescriptions, providing prescriptions status and ensure all HIPPA guidelines are followed.
- Communicated effectively via telephone with prospective customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues in timely manner while providing accurate information.
Customer Care Associate
Magellan Health
St Louis, Missouri
01.2019 - 10.2019
- Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
- Assisted patients with general authorization inquiries, educate providers on how to submit diagnostic authorization, educated providers on when and where to submit diagnostic authorizations when necessary, providing status updates and initiate new authorizations.
- Provided exceptional service by consistently meeting or exceeding key performance indicators.
- Maintained good call control to quickly uncover questions and keep call times low.
Patient Access Representative
Christian Northeast Hospital
St Louis, Missouri
01.2017 - 12.2018
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Greet patients, assisting with form completion, verifies accuracy of patients insurance and demographic information; provide HIPPA forms, arbitration forms and consent to treat forms.
- Review schedule for new patients and make updates when necessary.
- Register all new patients and assist with form completion.
- Trained new hires on department procedures, policies, and software systems ensuring consistent quality service delivery from all team members.
- Explains billing process to patients, answer incoming inquiries from patients and third party payers also call patients with appointment time reminders.
Health Advisor
United Healthcare Group
St Louis, Missouri
03.2015 - 11.2016
- Maintained full and current understanding of available plans, products and services.
- Handled more than 100 daily inbound calls from health plan members.
- Assisted individuals, families and small businesses with acquiring health, vision, life and dental insurance.
- Assisted patients locate in-network primary care physician or specialist within their area and determine out of pocket cost.
- Improved patients outcomes by developing and implementing personalized health plans.
Education
Certified Medication Technician Certification - Nursing Education
Green Creek Education
Saint Louis Missouri12-2024
Certified Nursing Assistant Certification - Nursing Education
Nursing EDification
Saint Louis Missouri10-2023
Phlebotomy Certificate - Nursing
St.Louis School of Phlebotomy
Saint Louis Missouri 08-2019
High School Diploma -
Sumner High School
Saint Louis Missouri05.2008
Skills
- Customer focus
- Workload management
- Motivational skills
- Influencing skills
- Leadership
- Home Health Aide
- Insurance Verification/Billing
- Communication Skills
- Multi-Task
- Rapport Building
- Excellent Phone Demeanor
- Remote team management
- Performance coaching
- Basic Life Support
- Vital Sign Monitoring
- Teamwork and Collaboration
- Healthcare Ethics
Certification
- Pharmacy Technician
- Phlebotomy
- CNA Certified Nursing Assistant
- CMT - Certified Medication Technician
- BLS Certified
- Insulin Certified
Timeline
Team Leader Manager
Cigna
11.2020 - Current
Nursing Assistant PRN
Supreme Home Health Services
08.2020 - Current
Personal Enrollment Specialist
Cigna
10.2019 - 11.2020
Customer Care Associate
Magellan Health
01.2019 - 10.2019
Patient Access Representative
Christian Northeast Hospital
01.2017 - 12.2018
Health Advisor
United Healthcare Group
03.2015 - 11.2016
Certified Medication Technician Certification - Nursing Education
Green Creek Education
Certified Nursing Assistant Certification - Nursing Education
Nursing EDification
Phlebotomy Certificate - Nursing
St.Louis School of Phlebotomy
High School Diploma -
Sumner High School
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