Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Nicole Lawrence

New Orleans,LA

Summary

Dynamic professional skilled in rapid adaptation to evolving challenges, with a strong focus on problem-solving and relationship-building. Demonstrated success in collaborating with clients and team members to drive project outcomes and enhance team performance. Expertise includes strategic planning, communication, and conflict resolution. Committed to leveraging these skills to contribute to organizational growth.

Overview

16
16
years of professional experience

Work History

Patient account customer service agent

Ochsner Medical center
11.2022 - Current
  • Responds promptly with accurate information to customer inquiries about medical billing through various communication channels.
  • Acted as liaison for effective communication among patients, providers, and external departments.
  • Recorded and maintained transactions, ensuring resolutions of account discrepancies within the prescribed period.
  • Streamlined task management while promoting fiscal accountability among debtors.
  • Deliver exceptional customer service to maintain high patient satisfaction levels.
  • Executes call management strategies ensuring optimal patient satisfaction and full HIPAA compliance.
  • Research coding when applicable, and move research-specific charges to the research account.
  • Assist in the maintenance of research timelines in the medical record system.
  • Conducted research protocol.
  • Conducted impromptu audits of research billing for managers, coordinators, PIs, and RBO.

Virtual Customer Service Associate

Amazon
New Orleans, LA
10.2017 - 03.2022
  • Applied critical thinking to address customer issues.
  • Manage incoming phone calls from clients.
  • Adapted technical details into clear, user-friendly terms, ensuring effective issue resolution.
  • Analyze and forecast customer needs to suggest suitable solutions.
  • Ensure issue resolution and customer satisfaction through effective decision-making.
  • Recorded detailed accounts of customer exchanges and purchases.

Benefits Analyst Specialist/ Financial Services Analyst

Nationwide
Columbus, OH
07.2009 - 04.2014
  • Facilitated resolution of employee concerns regarding HR and health benefits.
  • Maintained updated records on all active and inactive participants in each benefit plan.
  • Verified data and signatures on documentation prior to making changes.
  • Provided guidance and advice to employees regarding their benefits packages.
  • Participated in benefits renewal process, analyzing proposals and making recommendations.

Education

B.A. - Communications and Electronic Media

Central State University
Wilberforce, OH

Skills

  • Experienced with Microsoft Office Application
  • Skilled in Epic Hyperdrive Implementation
  • Customer relationship management (CRM)
  • Correspondence composition
  • Proactive Service Orientation
  • Cross-Functional Collaboration
  • Documentation and reporting
  • Effective Communication Skills

References

References available upon request.

Timeline

Patient account customer service agent

Ochsner Medical center
11.2022 - Current

Virtual Customer Service Associate

Amazon
10.2017 - 03.2022

Benefits Analyst Specialist/ Financial Services Analyst

Nationwide
07.2009 - 04.2014

B.A. - Communications and Electronic Media

Central State University
Nicole Lawrence