Lyndsey Morvant
New Iberia,LA
Summary
Dedicated team player with expertise in customer service, quality assurance initiatives, issue resolution, and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality, and quality.
Overview
5
5
years of professional experience
Work History
Patient Access Associate
Conduent
, Remote
10.2023 - Current
- Processed more than one hundred applications per day for the patient assistance program via fax
- Applied HIPAA privacy and security regulations while handling patient information
- Assisted with registration of new patients and updating existing patient records
- Organized and maintained records by updating and verifying both personal and financial information from patients
- Verified patient information through insurance eligibility checks
- Resolved any issues that arose during registration process in a timely manner
- Ensured all forms were completed correctly prior to submitting them for processing
- Understood reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans
- Attended departmental meetings regularly to stay updated on policy changes
- Collaborated with other staff members to ensure accuracy of patient data entered into the computer system
Call Center Team Lead
Waitr Inc
Remote
04.2021 - 06.2022
- Managed daily workflow, delegating tasks efficiently among team members
- Ensured that all calls, chats, and emails are handled according to established guidelines while maintaining a high degree of professionalism at all times
- Performed administrative duties such as creating work schedules, and tracking attendance records.
- Provided coaching and guidance to call center team members on customer service skills
- Monitored quality assurance metrics for each representative to ensure compliance with standards set by the organization
- Demonstrated strong problem-solving skills by identifying root causes of escalated customer issues
- Assessed performance of team members through regular one-on-one meetings and feedback sessions
- Conducted weekly staff meetings to review goals, objectives, successes and challenges faced by the team
- Developed and implemented strategies to improve customer satisfaction ratings
- Created training materials and facilitated new hire onboarding program
- Trained agents on how to use phone systems, databases, software applications, tools and other company resources effectively.
- Mentored new team members on company policies and procedures related to call center operations
- Collaborated with cross-functional teams to ensure customer satisfaction goals were met
Call Center Representative
Waitr Inc
, Remote
04.2020 - 04.2021
- Monitored assigned incoming calls, emails, or chats to ensure timely response times were maintained
- Assisted customers and partners with complaints, account setup, order placement, billing questions and other technical issues
- Displayed strong telephone etiquette, effectively handling difficult calls
- Managed multiple tasks simultaneously while maintaining high quality standards of work
- Developed comprehensive understanding of company policies and procedures related to customer service operations
- Demonstrated strong problem-solving skills by resolving customer inquiries in a timely manner
- Adhered strictly to confidentiality protocols when handling sensitive information from customers
- Maintained professional demeanor at all times when interacting with customers
- Demonstrated leadership by making improvements to work processes and helping to train others
- Recognized by management for providing exceptional customer service
Substitute Teacher, K-12
Iberia Parish School Board
01.2019 - 03.2023
- Provided classroom teacher with written feedback on results of lessons and student behavior issues
- Followed existing lesson plans to provide consistent instruction to assigned students
- Maintained a safe learning environment by enforcing school rules and regulations
- Utilized technology and multimedia resources to enhance instruction
- Collaborated with other teachers, administrators and staff to provide quality education for students
Education
HIGH SCHOOL DIPLOMA -
New Iberia Senior High School
COMPLETED COURSEWORK TOWARDS BACHELOR OF SCIENCE IN EDUCATION -
University of Louisiana At Lafayette
Skills
- Patient Registration
- Insurance Verification
- HIPAA Compliance
- Quality Assurance
- Customer Service
- Team Leadership
- Coaching and Mentoring
- Data Entry
Timeline
Patient Access Associate
Conduent
10.2023 - Current
Call Center Team Lead
Waitr Inc
04.2021 - 06.2022
Call Center Representative
Waitr Inc
04.2020 - 04.2021
Substitute Teacher, K-12
Iberia Parish School Board
01.2019 - 03.2023
HIGH SCHOOL DIPLOMA -
New Iberia Senior High School
COMPLETED COURSEWORK TOWARDS BACHELOR OF SCIENCE IN EDUCATION -
University of Louisiana At Lafayette