Markevia Lampkins
Aubrey,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.
Overview
5
5
years of professional experience
Work History
PNP Provider Resolution Representative
Optum
, TX
10.2024 - Current
- Called 35-40 providers a day as a part of the retrieval program.
- Conducted research on various providers in attempts to retrieving charts.
- Documented all updates regarding calls made and providers in computer systems
- Explained the chart retrieval program to providers over the phone and instructions on what needs to be done
- Delivered professional and friendly messages to providers
- Builded rapport among providers over the phone / represent the company in a professional way
- Researched accounts, and figure out possible resolutions so that medical charts can be sent to the chart retrieval company.
- Met daily metrics of productivity, quality, and idle times
- Provided customer service by answering product and service related questions.
- Participated in training sessions designed to improve overall job performance.
- Assisted co-workers during busy periods or whenever needed in order to provide excellent customer service.
- Escalated unresolved issues to appropriate departments for further investigation.
- Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
Patient Access Representative
US Radiology Specialists
Lewisville, Texas
01.2024 - 10.2024
- Actively participated in team meetings and training sessions.
- Maintained confidentiality of patient information in compliance with HIPAA regulations.
- Answered phones promptly in a professional manner.
- Verified insurance coverage for services provided by the facility.
- Assisted with preparing daily cash reports for accounting department.
- Provided assistance to internal departments when needed.
- Created new patient accounts in EMR system as needed.
- Scanned documents into electronic medical records system.
- Facilitated communication between patients, staff members, and third party payers.
- Maintained confidentiality of all patient information in accordance with HIPAA regulations.
- Ensured accuracy of all data entered into computer system.
Healthcare Customer Service Specialist
Teleperformance USA
02.2022 - 01.2024
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Managed customer inquiries through telephone, email and social media interfaces.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Provided excellent customer service by responding to inquiries in a timely and professional manner.
- Generated monthly performance metrics reports based on customer feedback survey results.
- Participated in meetings with internal teams as well as external vendors to discuss customer service initiatives.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Collected payments from patients and entered them into the billing system accurately.
- Adhered to HIPAA regulations when handling confidential patient information.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
Healthcare Customer Service Specialist
Blue Cross & Blue Shield of Mississippi
, Remote
01.2020 - 02.2022
- Developed relationships with current clients to ensure customer satisfaction and renew policies.
- Provided product information, including pricing and coverage options, to prospective customers.
- Assisted customers in completing insurance applications accurately and efficiently.
- Maintained detailed records of sales activities, client interactions, and policy changes.
- Generated leads through cold calling, networking events, referrals, and other marketing initiatives.
- Attended industry conferences to stay abreast of new products and services offered by competitors.
- Created customized presentations outlining the benefits of various insurance packages for prospects.
- Resolved customer inquiries promptly via telephone or email correspondence.
- Collaborated with underwriters to negotiate terms of policies when necessary.
- Built trust and rapport with prospective patients to understand treatment needs and determine appropriate level of care.
- Managed medical devices and wound management strategies to facilitate recovery and achieve healing goals.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
- Determined consumer needs to provide products and services appealing to larger market.
- Conducted market research to identify potential clients and develop sales strategies.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Education
Some College (No Degree) - Nursing
Louisiana Delta Community College
Monroe, LA05-2026
Skills
- Care plan management
- Compassionate client care
- Coordination skills
- Proper phone etiquette
- Client satisfaction
- Business correspondence
- Administrative support specialist
- Computer Savvy
- Customer support needs assessment
- Excellent Communication Skills
- People-Oriented
- Quality Assurance
- Problem-Solving
- Insurance company knowledgeable
- Multitasking and Organization
- HIPAA Compliance
- Customer Service
- Insurance Billing
- Phone and Email Etiquette
- Inbound and Outbound Calling
- Call Center Operations
- Customer Education
- Sales expertise
- Documentation
- Complaint Handling
- Follow-up skills
- Cold-calling
- Policy analysis
- Account Retention
- Prospecting
- Goal-Oriented
- Insurance sales strategy
- Email Marketing
- Account Management
- Sales Quota Achievement
Timeline
PNP Provider Resolution Representative
Optum
10.2024 - Current
Patient Access Representative
US Radiology Specialists
01.2024 - 10.2024
Healthcare Customer Service Specialist
Teleperformance USA
02.2022 - 01.2024
Healthcare Customer Service Specialist
Blue Cross & Blue Shield of Mississippi
01.2020 - 02.2022
Some College (No Degree) - Nursing
Louisiana Delta Community College