LONNETTE WILLIAMS
Stone Mountain,GA
Summary
ADMINISTRATIVE & CUSTOMER SERVICE HEALTHCARE SUPPORT PROFESSIONAL STAFF MANAGEMENT MEDICAL RECORD DOCUMENTATION HIPAA SWIFTLY DIFFUSE & RESOLVE PROBLEMS PROFILE Extensive experience in fast-paced and dynamic settings, including supervising up to 35 staff in customer service-oriented and healthcare environments. Excellent communicator with demonstrated ability to collaborate with staff, management, and others at all organizational levels. An outstanding blend of organization, prioritization, leadership, and interpersonal skills. Mentor and lead teams by example and with integrity to deliver service excellence. Consistent success is rooted in quality, continuous improvement, and effective process enhancements.
Overview
12
12
years of professional experience
Work History
Parallon HCA
Customer Service Specialist
08.2021 - Current
- Talk with customers by phone or in person to obtain information needed to resolve inquiries.
- Confer with other staff members to obtain additional information and clarification needed to resolve customer concerns
- Reconcile accounts according to insurance contracts and submit/ process correct contractual
- Review accounts for appeal requests and forward appropriately
- Review accounts for duplicate or charge errors, forwarding to audit if necessary.
- Correct or add insurance information and request rebill.
- Encourage payment from patient through credit card, check or payment arrangement.
- Answer all inquiries from customers promptly (generally the same day received)
- Assist patient account inquiries by courteously supplying accurate and timely information, including bills if requested.
- Follow all guidelines and policies for SSC employees, both general policies and those specific to customer service activities.
- Maintain a courteous and professional attitude with customers and coworkers
- Identify problem accounts and escalate as appropriate
- Analyze, process and index correspondence via CWF.
- Maintain compliance with pool completion requirements
- Maintain required productivity and QA standards
- Document in the patient account record to identify actions taken on the account.
- Work with patients and guarantors resolve payer requests and discrepancies to promptly resolve pending claims.
Patient Care Coordinator
North Florida Regional Medical Center/HCA
01.2018 - 08.2021
- Proficiently serve as a patient advocate
- Coordinate and schedule patient visits; maintain patient records
- Implement individual care plans that meet patients’ needs
- Research additional healthcare resources and refer patients who need additional assistance
- Communicate and coordinate with other direct care providers on behalf of patients
- Manage and maintain patient account demographics.
ER Follow-up Supervisor
National Contact Center Management, HCA
01.2013 - 01.2018
- Selected as a top-performing supervisor in 2017
- Achieved best-in-class Employee Engagement results of 84%, top across the Enterprise
- Coached appointment services team from 13% to 22%, which results in substantial revenue increases
- Oversaw daily operations and productivity; managed staff scheduling, payroll, recruitment and training, customer service operations, and satisfaction
- Ensured consistent delivery of all services within organizational guidelines and standards by actively monitoring staff performance and researching and reporting data to identify and implement improvements
- Cultivated and maintained cross-functional, collaborative working relationships with peers to foster business growth, improve operations, and enhance productivity
- Created, developed, and executed new customer service training methods: spearheaded monthly team meetings.
Customer Account Executive
Comcast Inc
01.2011 - 01.2013
- Spearheaded numerous account maintenance needs as a primary customer service contact
- Achieved and maintained in-depth knowledge and understanding of products and services to cultivate trust and satisfaction of customers.
Education
Associate of Arts - Human Resources Management
Bryan University
Tempe, AZ05.2023
Business Management Certification -
Bryan University
Tempe, AZ05.2022
Medical Assistance Certification - Nursing Assistance
Keiser College
Fort Lauderdale, FL06.1994
Skills
- MS Office (Word, Excel, Outlook, PowerPoint) with 45 WPM
- Patient Care Recordkeeping
- Courteous with Strong Service Mindset
- Efficient and Detail-Oriented
- Billing Adjustments and Refunds
- Excellent Attention to Detail
- Customer Data Confidentiality
- Data Entry and Maintenance
- Building Customer Trust and Loyalty
- Responding to Difficult Customers
- Understanding Customer Needs
- Customer Account Management
- Customer Retention Strategies
Affiliations
Florida Notary Association, Inc
Timeline
Parallon HCA
Customer Service Specialist
08.2021 - Current
Patient Care Coordinator
North Florida Regional Medical Center/HCA
01.2018 - 08.2021
ER Follow-up Supervisor
National Contact Center Management, HCA
01.2013 - 01.2018
Customer Account Executive
Comcast Inc
01.2011 - 01.2013
Associate of Arts - Human Resources Management
Bryan University
Business Management Certification -
Bryan University
Medical Assistance Certification - Nursing Assistance
Keiser College
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