La'Venda Russell
Lauderhill,FL
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. I'm very enthusiastic motivated to work with patients, families and care teams efficiently. Friendly, adaptable, and collaborative professional successful devising satisfying solutions to complex problems.
Overview
3
3
years of professional experience
Work History
Patient Care Coordinator
Holy Cross Orthopedics
05.2023 - Current
- Participated in regular team meetings, huddles, staff meetings and quality improvement projects to improve patient care
- Assisted patients in scheduling doctor and healthcare appointments
- Organized patient schedules and assisted in planning transportation and payments
- Educated patients on insurance and healthcare plans
- Followed document protocols to safeguard confidentiality of patient records
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
- Helped patients complete necessary medical forms and documentation.
- Checked patient insurance, demographic, and health history to keep information current.
Customer Service Representative
CVS Healthcare
10.2022 - 04.2023
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer calls swiftly to resolve issues and answer questions
- Collected premiums on or before effective date of coverage
- Analyzed customer needs to provide customized insurance solutions
- Educated clients on insurance policies and procedures
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Maximus
11.2021 - 05.2022
- Managed Customer Accounts utilizing electronic system
- Provided excellent customer service
- Conducted customer service surveys
- Research and Resolve customer inquiries
- Document, maintain and collect orders
- Process Loans
- Collaborated with a team of collectors to achieve monthly targets, sharing best practices and learning from others'' experiences.
- Escalated accounts appropriately when necessary to secure legal action or involve additional resources in collecting unpaid debts.
- Exceeded performance metrics consistently by adhering to established protocols while applying creative problem-solving techniques during negotiations.
- Collaborated with cross-functional teams to develop strategies for addressing high-risk accounts, promoting a proactive approach to loan recovery efforts.
Education
Associate of Science - Medical Coding
Broward College
Davie, FL11.2025
High School Diploma -
Nova High School
Davie, FL05.2019
Skills
- Medical Record keeping
- Community Advocate
- Medical Terminology
- Patient Needs Assessment and Referral
- HIPAA Compliance
- Critical Thinking Skills
- Appointment Scheduling
- Organizational Skills
Timeline
Patient Care Coordinator
Holy Cross Orthopedics
05.2023 - Current
Customer Service Representative
CVS Healthcare
10.2022 - 04.2023
Customer Service Representative
Maximus
11.2021 - 05.2022
High School Diploma -
Nova High School
Associate of Science - Medical Coding
Broward College
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