Ngoba Lukonga
Lexington,KY
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the office industry. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Well-versed in business organization and strategies for successfully modernizing workplaces. Skilled at project support with proven history of solutions-oriented problem-solving. Organized Reservation Specialist with successful track record of managing complex reservation books in busy establishments. Committed to delivering high-level customer satisfaction through consistent follow-up and proactive communication. Offering 6 years of progressive hospitality performance. Successful marketing leader with proven accomplishments in driving growth and increasing profits. Articulate and driven leader with high energy and engaging personality. Hardworking team builder motivational in maximizing personnel performance and surpassing business objectives. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Experienced with patient intake procedures and administrative coordination. Utilizes skills in streamlining processes to improve patient flow and satisfaction. Track record of proficiently handling insurance verification and registration tasks.
Overview
8
8
years of professional experience
Work History
Patient Access Coordinator
Baptist Health Medical Group
Lexington, KY
01.2024 - Current
- Coordinated patient scheduling and registration processes to enhance access to care.
- Managed insurance verifications and eligibility checks to streamline patient intake.
- Developed training materials for new staff, improving onboarding efficiency and knowledge retention.
- Assisted in staff training on new procedures, policies, and software applications to improve overall performance of the department.
- Facilitated communication between patients and healthcare providers, ensuring accurate information exchange.
- Maintained strict adherence to HIPAA regulations while managing confidential patient information throughout various stages of care.
- Managed high volumes of inbound calls while addressing scheduling requests, appointment confirmations, and general inquiries professionally.
- Organized patient records and database to facilitate information storage and retrieval.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
Cash Application Specialist
Davis H. Elliot
Lexington, KY
12.2022 - 02.2023
- Applied cash and wires to corresponding customer accounts based on remittance details provided by customers.
- Sorted payments into batches by segmenting each payment by business unit and scanning into database.
- Identified and communicated customer payment discrepancies and worked directly with collections team for research and resolution.
- Applied incoming payments to their ERP system and Excel.
- Post ACH, wire transfer and RDS deposits to appropriate GL cash accounts
- accurately applies cash collections to the customer’s account using appropriate accounting and business management software
- Used data entry skills to accurately document and input statements.
Billing Processor
Aramark
Lexington, KY
08.2022 - 10.2022
- Established online bill payments to allow customers to conveniently pay without mailing checks and avoid processing delays.
- Maintained contact with customers to research billing questions and furnish copies of support documentation.
- Researched and resolved routine billing questions and discrepancies and escalated non-standard issues to higher level personnel.
- Ensuring client information is up-to-date and merging accurately due to new system implementation, applying payments, e-mail correspondence with clients regarding updates to contact information in the system.
Reservation Specialist
Fleetcor
03.2021 - 05.2022
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
- Answered approximately 40 phone calls and emails regarding customers inquires, concerns and complaints per day.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services and company information.
Childcare Worker
YMCA
08.2019 - 11.2020
- Kept notes of behavior issues, food served and medications administered to children.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate.
- Promoted good behavior with positive reinforcement methods.
- Dedicated 1 1/5 years working closely with neurodiverse children at various levels.
Assistant Camp Director
YMCA
05.2018 - 08.2018
- Supervised, guided and assisted students during crafts, art projects, games and other activities to provide developmental stimulation.
- Maintained fun, learning-focused atmosphere by smoothly handling conflicts and developing culture centered around collaboration and personal responsibility.
- Monitored camper behavior during activities, effectively handling discipline situations and encouraging positive behavior.
- Supervised camper and team safety by issuing clear directives for ideal behaviors and required monitoring strategies.
- Communicated with parents, staff and teachers regarding children or program issues, disciplining or expelling campers when required for good of community.
Education
BBA - Business Administration And Management
Eastern Kentucky University
Richmond, KY05.2020
High School Diploma -
Henry Clay High School
Lexington, KY05.2016
Skills
- Proficient In Microsoft Excel
- Verbal And Written Communication
- Detail Oriented
- Day-To-Day Operations
- Database Skills
- Ability To Communicate Effectively
- Strong Organizational Skills
- Problem Solving Skills
- Account Management
- Project Development
- Data and Trend Forecasting
- Business Forecasting
- Market Evaluation
- Marketing Strategy Development
- Insurance Industry Knowledge
- Customer Accounts Management
- Contract Preparation
Languages
French
Native or Bilingual
Swahili
Native or Bilingual
English
Native or Bilingual
Timeline
Patient Access Coordinator
Baptist Health Medical Group
01.2024 - Current
Cash Application Specialist
Davis H. Elliot
12.2022 - 02.2023
Billing Processor
Aramark
08.2022 - 10.2022
Reservation Specialist
Fleetcor
03.2021 - 05.2022
Childcare Worker
YMCA
08.2019 - 11.2020
Assistant Camp Director
YMCA
05.2018 - 08.2018
BBA - Business Administration And Management
Eastern Kentucky University
High School Diploma -
Henry Clay High School