Lisa Leake
Colville
Summary
Objective
To obtain the Medical Front Desk role at New Health, I bring over 10 years of customer service and administrative expertise, including escalation support and process improvement. Committed to delivering an exceptional patient experience through accurate co-pay collection, managing required paperwork, ensuring a clean and secure waiting area, and completing additional assigned duties.
Overview
16
16
years of professional experience
Work History
Regulatory Coordinator
Delta Dental of Washington
Colville
07.2022 - Current
- Coordinate regulatory updates and compliance requirements across departments to ensure accuracy of benefit booklets and internal documentation
- Review, interpret, and implement state and federal regulatory changes to maintain compliance across product lines
- Collaborate with Customer Service, Quality and Operations to clarify processes and support accurate, timely service delivery
- Serve as subject matter resource to internal teams, providing guidance on contract language, regulations, and benefit interpretation
- Maintain high accuracy while managing multiple priorities and deadlines
- Participate in audits and process improvements to support operational excellence
Customer Service Representative
Delta Dental of Washington
Colville
08.2012 - 07.2022
- Delivered top-tier service by answering calls, resolving benefit questions, processing claim inquiries, and supporting members with empathy and clarity
- Handled escalated or complex issues with professionalism, working to resolve concerns at the first point of contact
- Collaborated with internal teams to ensure accurate information sharing and resolve customer or provider issues
- Consistently met quality, accuracy, and call handling metrics
- Maintained detailed documentation in multiple systems while adhering to compliance and privacy regulations
Medical Receptionist
Providence Mount Carmel Hospital
COLVILLE
06.2010 - 08.2012
- Verified insurance, demographic details, and patient information to ensure record accuracy
- Scheduled appointments, processed payments, and checked in patients while maintaining HIPAA compliance
- Provided friendly, efficient service in a fast-paced healthcare environment
Skills
- Strong problem-solving and de-escalation skills
- Customer-focused with calm, professional communication
- Detail-oriented, with consistent follow-through
- Experienced in real-time tracking, auditing, and documentation
- Proficient in Microsoft Suite (Teams, Excel, Outlook, and Word)
- Adaptable, collaborative, and comfortable with change
- Skilled in cross-functional communication
- Highly organized, with strong time management
- Familiar with call center operations and performance expectations
- Knowledge of dental billing, coding, and benefit structures
- Ability to learn new systems quickly and support others in doing the same
References
References available upon request.
Timeline
Regulatory Coordinator
Delta Dental of Washington
07.2022 - Current
Customer Service Representative
Delta Dental of Washington
08.2012 - 07.2022
Medical Receptionist
Providence Mount Carmel Hospital
06.2010 - 08.2012