Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lauren Williams

Las Vegas,NV

Summary

A detailed oriented Lead Customer Service Specialist with over 10 years of experience assisting clients with achieving their financial goals and resolving medical billing related issues. I have strong communication skills, problem solving and time management skills. I'm an asset for any company I work for and looking to join a company with strong values that align with what I believe in, which is putting customers first.

Overview

11
11
years of professional experience

Work History

Lead Customer Service Specialist

Wells Fargo
02.2018 - Current
  • Assisted customers in processing credit applications over the phone and through digital platforms.
  • Handled inbound calls with the Credit Inbound Contact Center as it pertained to status of applications, account closures and limit increase and decreases.
  • Reviewed accounts previously closed for risk reasons and utilized third party tools for account reinstatements.
  • Reviewed accounts for high risk per information received from internal systems and third party credit bureaus.
  • Provided adverse actions reasons and decline letters to customers regarding denied applications for credit.
  • Handled call escalations along with executive office from customers reporting various allegations.
  • Conducted side by side shadowing with new hires.
  • Demonstrated excellent customer service and lead team meetings occasionally.




Patient Account Representative

Nthrive
07.2013 - 10.2017
  • Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
  • Posted payments and processed refunds.
  • Reviewed insurance eligibility and verified coverage details to minimize claim denials and delays in payment.
  • Promoted a positive work environment by actively participating in team meetings and contributing ideas for process improvements.
  • Contacted customers to resolve past due account statuses
  • Initiate collection processes on past due and unresolved patient accounts.
  • Submitted mass first and second level appeals.
  • Trained new hires on proprietary and client systems.
  • Posted adjustments on client accounts.
  • Identify non payable trends with customer accounts,medical records needing escalation and date of service and convert into reports.
  • Conducted HIPPA compliant phone calls and research.
  • Assisted self-pay clients.

Education

Associate of Arts - Medical Billing And Coding

UEI College
Gardena, CA
06-2012

Skills

  • Customer Communication
  • Consumer Banking
  • Fraud Detection
  • Executive Level complaints and de-escalation
  • Proficient with FDR, CSS, SVP, CUSP, Provenir, and XPM
  • Data Entry
  • Conflict Resolution
  • Experience with Sorian and Epic
  • Medical Billing and Coding
  • Proficient with Microsoft 365 tools

Timeline

Lead Customer Service Specialist

Wells Fargo
02.2018 - Current

Patient Account Representative

Nthrive
07.2013 - 10.2017

Associate of Arts - Medical Billing And Coding

UEI College
Lauren Williams