Lesheena Robbins

• Review, research, investigate, and process complex healthcare claims with high accuracy
• Perform claim adjustments, corrections, and reprocessing to ensure proper payment outcomes
• Analyze discrepancies, verify pricing, and confirm prior authorizations
• Resolve escalated or complex claim issues requiring detailed research and problem-solving
• Consistently meet and exceed productivity, quality, and schedule adherence metrics
• Utilize systems including Facets, ICUE, DOC360, and WebStrat for claims processing
• Ensure compliance with healthcare regulations and internal policies
• Identify error trends and recommend process improvements to enhance efficiency

• Supervised daily operations and managed team workflow to meet KPIs
• Trained and coached employees to improve performance and quality metrics
• Conducted interviews and assisted with hiring decisions
• Monitored employee performance and provided feedback for development
• Prepared reports and communicated updates to upper management
• Implemented workflow improvements to increase team efficiency

• Led a team handling customer issue resolution and escalations
• Trained employees on systems, workflows, and customer service best practices
• Managed scheduling, workload distribution, and productivity tracking
• Provided support for escalated customer concerns and complex cases
• Improved team performance and customer satisfaction outcomes

Additional Experience: Technical Support & Sales (Telecommunications)

• Provided technical support by troubleshooting devices, network connectivity, and service issues
• Assisted customers with billing, account management, and service changes
• Utilized CRM systems including NICE to document interactions and resolutions
• Delivered support across phone and digital channels, maintaining high customer satisfaction
• Recommended products/services based on customer needs, contributing to sales goals