Lenora Grant
Sacramento,CA
Summary
Customer service professional with substantial experience in providing exceptional support and resolving issues efficiently. Adept at fostering team collaboration and achieving results in dynamic environments. Recognized for strong interpersonal skills and ability to adapt to changing needs, ensuring consistent customer satisfaction.
Overview
5
5
years of professional experience
Work History
Customer Service Concierge
Garner Health Technology
02.2026 - Current
- Answered member inquiries via email and chat regarding healthcare providers and claims.
- Exceeded performance metrics consistently by focusing on swift resolution of customer issues and building rapport through attentive service.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Customer Service Concierge
Blue Shield of CA
07.2023 - 03.2025
- Consistently met service metrics including AHT, ASAT, CSAT and QA. Received a quarterly award for 100% QA and customer satisfaction.
- Assisted members with checking the status of and processing member referrals, authorizations, medications and enrollments.
- Maintained accurate documentation; sent out email correspondence to clients and corporate making sure to follow up in a timely manner.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
Clinical Supervisor
Simple HealthKit
02.2021 - 03.2023
- Set up and supervised 7 testing sites around the Sacramento area.
- Managed and trained a team of 11 clinical coordinators including onboarding, HIPAA training, LIMS training and onsite operations training. Assured that clinical coordinators followed Standard Operating Procedures (SOPs), clinical site workflows, adhered to schedules and consistently followed HIPAA laws.
- Ensured proper collection of samples by patients while auditing the database, making sure that patient information was up to date in the Laboratory Information Management System (LIMS). Accurately documented test results.
Education
Associate of Applied Science - Health Information Management
Shasta College
Redding, CA06-2027
Skills
- HIPAA compliance
- Patient confidentiality
- Claims processing
- Insurance verification
- Insurance claims follow-up
- Customer service
- CRM software
- Performance tracking
- Call center experience
Timeline
Customer Service Concierge
Garner Health Technology
02.2026 - Current
Customer Service Concierge
Blue Shield of CA
07.2023 - 03.2025
Clinical Supervisor
Simple HealthKit
02.2021 - 03.2023
Associate of Applied Science - Health Information Management
Shasta College