Summary
Overview
Work History
Education
Skills
Educationtraininglicenses
Qualifications Summary
Timeline
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Lisa Williams

Las Vegas,NV

Summary

Skilled and dedicated professional with more than 10 years' experience coordinating, planning, and supporting daily operational and administrative functions.

Overview

12
12
years of professional experience

Work History

Occupational Health Specialist & Trainer

Examinetics
05.2019 - Current
  • Travel to client sites across country 5-6 days per week to perform occupational health testing services which includes hearing test, pulmonary function testing, respirator fit testing, vitals, and eye exams
  • Drive mobile testing unit that is at least 26ft long
  • Utilize testing software and equipment to record data from client sites then upload and transmit back to corporate office, ensuring accuracy
  • Explain test results to participants
  • Provide exceptional customer service to client work site personnel
  • Conduct mobile unit setup and tear down procedures
  • Adhere to Department of Transportation (DOT) rules and regulations, including maintaining electronic DOT logs
  • Ensure mobile unit is in good working order by conducting daily routine maintenance checks

PSR/BST Community Resource Specialist

Hard Knox Rehabilitation
05.2021 - 03.2024
  • Provide services for adults, adolescents, and children to teach them basic living, self-care, social and communication skills
  • Offer parental training to guardians or parents on BST techniques
  • Help patients suffering from mental and emotional disorders to improve their social functionality
  • Provide medically necessary services to recipients in various communities
  • Adhere to regulations prescribed in Medicaid Chapter 400
  • Maintain required records and documentation including progress notes and Initial and 90-day review rehabilitation plans
  • Ensure care coordination/referral to recipients with higher intensity of needs
  • Comply with recipient confidentiality laws and Health Insurance Portability and Accountability Act (HIPAA)
  • Adhere to company policies and procedures
  • Part-time Employment
  • Established strong rapport with clients through empathetic listening skills, creating an atmosphere of trust and support during difficult times in their lives.
  • Developed training materials and provided guidance for new team members, fostering a supportive work environment focused on best practices in service provision.
  • Evaluated program effectiveness through regular assessment of client satisfaction, resource utilization, and measurable outcomes to inform future service improvements.
  • Managed caseloads efficiently by prioritizing needs, maintaining organized records, and adhering to deadlines for reporting or case closure requirements.
  • Improved access to resources for community members through proactive outreach and promotion efforts.
  • Created a comprehensive database of local resources, allowing for quick and accurate referrals for clients in need of assistance.
  • Developed partnerships with local organizations to increase the availability of services for community members in need.
  • Supported clients through development of new life skills, obtaining resources and transitioning back to society.
  • Managed grant-funded programs aimed at addressing specific community needs such as housing, employment, or mental health support.
  • Coordinated and managed volunteer activities for community service projects.
  • Created educational materials to convey important information to service recipients.
  • Managed cases of disadvantages clients receiving social or community service support.

Customer Service Representative

Aetna/CVS Caremark
07.2021 - 04.2022
  • Handle 20-30 customer service inquiries and problems via telephone, internet, webchat, or written correspondence
  • Engage, consult, and educate members based upon member's unique needs, preferences and understanding of Aetna plans, tools and resources to help guide members along clear path to care
  • Utilize resources to assist customers in understanding components of Aetna products including claims, accumulators, usage and balances, and cost sharing
  • Be first line of contact with customers
  • Identify member needs beyond initial inquiry by answering unasked questions
  • Anticipate customer needs
  • Took immediate action when confronted with problems or made aware of situations
  • Took ownership of each customer contact to resolve their issues and connect them with additional services as appropriate

Access Service Representative

Baylor Scott & White Health
06.2018 - 05.2019
  • Conduct 10-15 patient interviews to obtain demographic and financial data for registration, insurance verification, pre-certification, and billing
  • Verify patient eligibility for insurance coverage and appropriate benefit levels for anticipated services and negotiate payment arrangements with patient where necessary per policy
  • Expedited insurance verification by maintaining updated knowledge of policies and procedures.
  • Improved interdepartmental collaboration by maintaining open lines of communication with other Access Service Representatives within the organization.
  • Maintained strict adherence to HIPAA regulations while handling sensitive patient information, ensuring confidentiality and security at all times.
  • Facilitated patient flow by effectively managing appointment schedules and coordinating with clinical staff as needed.
  • Supported a culture of continuous improvement by actively participating in department meetings and offering constructive feedback on strategies for enhancing the overall patient experience.
  • Contributed to a welcoming environment by providing friendly, empathetic customer service during each interaction with patients and family members.
  • Provided back-up support for reception desk duties when necessary, demonstrating flexibility in adapting to various roles within the department as needed.
  • Assisted in the implementation of new software programs designed to streamline access services functions, contributing to increased departmental efficiency.
  • Ensured smooth transitions between shifts through thorough documentation and clear handoff communications among team members.
  • Responded promptly to phone calls from patients or referring providers seeking assistance or clarification on organizational services or policies.
  • Assisted in training new hires on department processes and procedures, contributing to a knowledgeable workforce ready to provide exceptional service to patients.
  • Assisted patients with financial inquiries, working collaboratively to identify solutions that met both their needs and the organization''s requirements.
  • Collaborated closely with medical records personnel in order to ensure timely processing of requests for patient documents.
  • Enhanced patient satisfaction with timely and accurate scheduling of appointments, ensuring minimal wait times.
  • Streamlined patient registration process by implementing efficient data entry techniques and prioritizing accuracy.
  • Proactively identified potential areas for improvement within department processes, proposing solutions that were ultimately implemented successfully across the organization.
  • Increased efficiency in daily operations by staying current on industry trends and best practices related to access services functions.
  • Reduced billing errors, resulting in increased revenue, through meticulous record keeping and attention to detail.
  • Coordinated seamless communication between patients and healthcare providers, fostering a positive care experience for all parties involved.
  • Worked diligently to address and resolve any patient concerns regarding their experience with the organization, demonstrating a commitment to exceptional customer service.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Verified patient insurance eligibility and entered patient information into system.
  • Provided excellent customer service to patients and medical staff.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Facilitated communication between patients and various departments and staff.
  • Engaged with patients to provide critical information.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.
  • Resolved customer complaints using established follow-up procedures.

Healthcare Home Care Coordinator

Hopewell Center
01.2016 - 05.2018
  • Provide day to day administrative support to Healthcare Home Director and team
  • Complete monthly status report for all clients served in Healthcare Home
  • Coordinate education calendar and sets up groups and speakers
  • Document outcome and quality performance indicators - in chart and excel format as required
  • Develops tracking mechanisms and reports to capture critical information for client and team services; ensures timelines are met
  • Prepare and mail letters for team to inform doctors and patients of critical information
  • Take minutes at meetings and documents staffing results in an organized manner
  • Provide support to HCH Director and Team with coordinating services for clients
  • Assist in planning Treatment plan meetings, multidisciplinary staffing and other meetings for care coordination
  • Develop, implement, facilitate, and train others for Health Education and Wellness program
  • Advocated for clients'' rights throughout their interactions with healthcare professionals; ensuring the appropriate levels of service according to their unique needs were received
  • Streamlined communication between patients, caregivers, and medical professionals for better overall care.
  • Contributed to continuous process improvements within the organization through proactive problem-solving efforts.
  • Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.

Texas Work Advisor I

Health & Human Service Commission
06.2015 - 01.2016
  • Obtain, verify, and calculate income and resources to determine client financial eligibility for social service programs
  • Process, monitor, review, and communicate case status and changes to clients, their families, or authorized representatives
  • Interview clients, family, or authorized representatives to gather information for use in determining benefit eligibility
  • Certify program eligibility, computes benefit levels and determine length of eligibility
  • Conduct reviews to determine or verify new and continued program eligibility

Office Associate II

State of Maine, Department of Transportation
08.2012 - 06.2015
  • Provide advanced administrative and clerical support to 24 Environmental office staff and Director, including, but not limited to, correspondence, inter-office communications, procurement, and telephone coverage and scheduling
  • Track deadlines, prepare and submit applications for federal grant programs relevant to MaineDOT's functions and infrastructure
  • Assure timely submittals of reports, budgets, and technical information
  • Process payments and requisitions timely, to avoid delays in payments to providers or services to customers
  • Ordered supplies when needed
  • Maintained calendars for travel, meetings, and special occasions
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Responded to inquiries from callers seeking information.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Organized office events to boost morale and foster positive working relationships among colleagues.
  • Maintained accurate filing systems, reducing document retrieval times and enhancing overall organization.
  • Completed clerical tasks such as filing, copying, and distributing mail.
  • Collaborated inter-departmentally to assist with workflow and gather reports and data.
  • Handled sensitive information with discretion, ensuring confidentiality and maintaining trust within the office.
  • Managed communication channels for better collaboration, resulting in a more cohesive team environment.
  • Processed incoming correspondence promptly while maintaining an organized workspace.
  • Ensured timely completion of projects by effectively prioritizing tasks and delegating responsibilities when necessary.
  • Enhanced workflow through the implementation of effective document management systems, leading to reduced processing times for paperwork.
  • Kept business, customer and financial records current and accurate to stay on top of changing information and avoid lost data.
  • Prepared detailed reports, presenting data clearly and concisely for upper management''s review.

Education

BACHELORS OF SCIENCE - MENTAL HEALTH & HUMAN SERVICES

University of Maine At Augusta
Augusta, ME
12.2017

ASSOCIATES OF ARTS - TEACHING EC-GRADE 6

Richland Community College
Dallas, TX
05.2012

Skills

  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Customer Service
  • Complaint Handling
  • Conflict Resolution
  • Administrative Support
  • Microsoft Office Suite

Educationtraininglicenses

  • Associates of Arts in Teaching EC-Grade 6, Richland Community College, Dallas, TX, 05/12
  • Bachelors of Science, Mental Health & Human Services, University of Maine at Augusta, 12/17
  • Certified in First Aid/CPR/AED, American Heart Association, 04/25
  • Certified Occupational Hearing Conservationist, CAOHC, 06/29
  • State of Nevada Notary Public, 01/25
  • National Identifier Provider, 1235722125

Qualifications Summary

  • Skilled and dedicated professional with more than 10 years' experience coordinating, planning, and supporting daily operational and administrative functions.
  • Proficient in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint), Visio, QuickBooks; Windows and Mac OS, EPIC, NextGen, Cisco Finesse and Recondo; type 75 wpm with complete accuracy.
  • Highly focused and result-oriented in supporting complex, deadline-driven operations; able to identify goals and priorities and resolve issues in initial stages.
  • Adept at developing and maintaining administrative processes that reduce redundancy, improve accuracy and efficiency, and achieve organizational objectives.
  • Proven track record of accurately completing research, reporting, information management, and marketing support activities within demanding time frames.
  • Demonstrated capacity to provide comprehensive support for executive-level staff; excel at scheduling meetings, coordinating travel, and managing all essential tasks.

Timeline

Customer Service Representative

Aetna/CVS Caremark
07.2021 - 04.2022

PSR/BST Community Resource Specialist

Hard Knox Rehabilitation
05.2021 - 03.2024

Occupational Health Specialist & Trainer

Examinetics
05.2019 - Current

Access Service Representative

Baylor Scott & White Health
06.2018 - 05.2019

Healthcare Home Care Coordinator

Hopewell Center
01.2016 - 05.2018

Texas Work Advisor I

Health & Human Service Commission
06.2015 - 01.2016

Office Associate II

State of Maine, Department of Transportation
08.2012 - 06.2015

ASSOCIATES OF ARTS - TEACHING EC-GRADE 6

Richland Community College

BACHELORS OF SCIENCE - MENTAL HEALTH & HUMAN SERVICES

University of Maine At Augusta

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