Lisa M. Lamb
Summary
Developed strong communication and problem-solving skills in fast-paced healthcare environment. Gained expertise in managing patient interactions and handling sensitive medical information. Seeking to transition into new field where these transferable skills can drive efficiency and enhance customer experience.
Overview
4
4
years of professional experience
Work History
Patient Access Representative
Ensemble Health Partners
06.2024 - Current
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Achieved high levels of accuracy in patient data entry, minimizing errors and enhancing record reliability.
Tax Processor
LegalZoom (Remote)
02.2022 - 07.2023
- Prepared tax returns for individuals and businesses.
- Efficiently managed multiple software platforms for accurate electronic filing of client taxes, enhancing overall digital proficiency.
- Reduced turnaround time significantly by streamlining internal processes related to document retrieval, verification, scanning, indexing.
- Consistently met tight deadlines to ensure timely submission of client tax returns.
- Responded to taxpayer questions and helped individuals complete and file tax documentation.
- Kept current on relevant changes in tax laws and regulations, ensuring accurate application in client cases.
- Provided support during audits, gathering necessary documentation and assisting clients throughout the process.
- Enhanced client satisfaction by promptly and accurately processing tax returns.
- Managed a high volume of client cases, demonstrating strong organizational skills and attention to detail.
- Strengthened relationships with clients through proactive communication regarding their tax filings and status updates.
- Ensured compliance with governmental standards through diligent monitoring of regulatory updates affecting our clientele.
- Maintained confidentiality of sensitive financial information while processing tax documents.
- Collaborated effectively with team members to ensure comprehensive reviews of all tax forms and supporting documentation.
- Recognized for outstanding performance and consistently received positive feedback from clients, colleagues, and supervisors.
Customer Service Representative
LegalZoom (Remote)
02.2021 - 02.2022
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- 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.
- Identified and resolved discrepancies and errors in customer accounts.
- Responded to customer requests for products, services, and company information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Education
Nursing Assistant Training -
Ballad Health
Wexford House - Kingsport, TN11-2018
Licensed Practical Nursing -
Lee County Vocational School
Ben Hur, VA06-2012
High School Diploma -
Lee High School
Jonesville, VA05-1999
Skills
- Customer service
- Insurance verification
- HIPAA compliance
- Patient registration
- Multitasking and organization
- Phone and email etiquette
- Strong empathy
- Problem-solving
- Team leadership
- Verbal and written communication
- Attention to detail
- Reliability and dedication
Timeline
Patient Access Representative
Ensemble Health Partners
06.2024 - Current
Tax Processor
LegalZoom (Remote)
02.2022 - 07.2023
Customer Service Representative
LegalZoom (Remote)
02.2021 - 02.2022
Nursing Assistant Training -
Ballad Health
Licensed Practical Nursing -
Lee County Vocational School
High School Diploma -
Lee High School
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