Pamela Lewis
Waianae,USA
Summary
Experienced professional with expertise in team leadership and operational management. Proven track record of fostering team collaboration and delivering impactful results. Highly skilled in conflict resolution, process optimization, and strategic planning, with a flexible approach to evolving business needs. Recognized for reliability, strong communication, and creating a productive work environment. Seeking a challenging position that effectively utilizes experience and knowledge in both the administrative and medical field.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Supervisor
United Health Care
03.2018 - Current
- Company Overview: Currently managing an Inbound Call Center with a fast-paced Health Care Company
- Currently managing an Inbound Call Center with a fast-paced Health Care Company where I am responsible for overseeing a staff which can range anywhere from 11-23 Call Center Agents depending on staffing
- Inbound Calls are received from Providers, Doctor’s Offices, Facility Billing departments and 3-rd Party Billers and are concerning Medicare and/or Medicaid claims, benefits, payments and various other issues
- Responsible for coaching agents on various metrics which include, Avg Handling Time, First Call Resolution, Adherence, Attendance, UES and NPS Surveys and Quality
- Completing monthly 1x1’s with the agents to go over metrics, accomplishments and ways to improve
- Reporting to upper management at weekly and monthly meetings on scores and ways to improve
- Planning and executing outings for 'Team Building' and 'Comradery' which is vital in maintaining a good relationship with and between staff members
- Overseeing various meeting where ways to improve the business is discussed as well as brainstorming on various topics
- Participating in monthly Quality, Claims and Supervisor meetings as well as State Contract meeting and discussing various goals leveraged by the Company and the State Contract
- Overseeing all training for New Hires and assisting in getting them ready to take calls
- Ordering and maintaining all equipment for all staff as well
- Assisting agents on calls when they need help as well as speaking with Provider’s on issues or when call is escalated
- Currently managing an Inbound Call Center with a fast-paced Health Care Company
Provider Service Lead
United Health Care
08.2016 - 03.2018
- Company Overview: Worked with an exciting and innovative Health Care Company
- Responsible for handling both Medicare and Medicaid claim escalated issues that come thru via email or directly from the agents
- Completed all necessary and extensive researching of the issue to reach a positive outcome while maintaining a good working and open relationship with the provider
- Entered all information directly into a share point specific to claim related issues as well as the various programs involved
- Responsible for submitting adjustments and/or changes to the departments Standard Operating Procedures (SOP) via a specific program as well as sending out an alert to all staff concerned
- Participated in 3-4 weekly meeting and task groups regarding trending issues and various procedural changes as well as assisting in facilitating our weekly Provider Service Team Huddles
- The 'go to person' when problems arise and the stand in as Supervisor when the departmental Supervisor was out of the office
- Coordinated with the Supervisor team for activities to promote a feeling of Ohana (family) monthly and distribute the monthly team newsletter
- Processed all coaching for FCR (First Call Resolution) and AHT (Average Call Handing) which includes a written explanation and verbal if needed
- Developed an excellent working relationship with some Providers that choose to work directly with me for many of their issues and concerns
- Also responsible for taking incoming calls when needed which included working with dual monitors and up to 10 (ten) different programs
- Also assisted in the training of the new hires for the department and help to ensure that they have a smooth transition when they went 'live' on the phones
- Worked with an exciting and innovative Health Care Company
Provider Services Representative
United Health Care
02.2014 - 08.2016
- Company Overview: Worked in the Call Center of a fast-paced Health Care Company
- Managed all claim escalations for the department and did all research to reach a positive resolution
- I was the lead representative and the go to person when problems arose as well as the stand in supervisor when the department supervisor was out of the office
- Assisted with training the new hires for our department by supporting and ensuring the agents success when they go live on the phones
- Assisted in adjusting to the departments Operating Procedures and was a participant with 2 (two) different groups for weekly meetings regarding procedural changes and trending issues
- Took incoming calls when needed which included working with dual screens and up to 10 (ten) different programs to assist the providers with questions and concerns
- Worked in the Call Center of a fast-paced Health Care Company
Nail Technician
Nails by Pam
09.2012 - 02.2014
- Company Overview: Self-employed nail technician
- Worked as a self-employed nail technician where I perform all aspects of a nail tech such as basic manicures and pedicures, massage techniques, apply gel nail polish, polish nails with either colored polish or buffer, apply deep dermal heated treatments to hands and/or feet, free-handed nail art and repair cracked nails
- Also maintain all supplies and scheduling of clients as well as collection of monies
- Self-employed nail technician
Nail Technician
Center Stage Hair Salon
04.2011 - 05.2012
- Company Overview: Fast-paced hair salon
- Worked as a licensed independent nail technician in a fast-paced hair salon where I performed all aspects of a nail tech such as basic manicures and pedicures, massage techniques, apply nail enhancements, acrylic fills, gel nail polish, polish nails, apply deep dermal heated treatments to hands and feet, free-handed nail art, apply colored or glittered acrylic to nails and repair cracked nails
- Also responsible to maintain all supplies and scheduling of clients as well as collection of monies
- Fast-paced hair salon
OB/GYN Representative – Medical Assistant
Kaiser Permanente – Hawaii
04.1993 - 06.2007
- Company Overview: Assisted in the design, start-up and management of a tracking program
- Assisted in the design, start-up and management of a tracking program that established a lower rate of pregnancies and birth control issues for patients under the age of 20
- Entered data into a computer program (Access) designed for specific tracking purposes regarding age, number of pregnancies, birth control type and other issues of importance
- Made phone calls to the patient under the strictest of patient confidentiality issues to assist them in the scheduling of OB/GYN related appointments, counseling of birth control as well as usage and other gynecological issues
- Authority to scheduled appointments via computer (EPIC) for four (4) clinics that had OB/GYN departments for the above-mentioned patients
- In charge of ordering all medical and office supplies and maintaining and turning in reports for all P-card users within my department
- When needed also performed Medical Assistant duties in the OB/GYN Clinic which included taking patients vitals, doing intake for patients into the Dr’s exam rooms, assisting the Dr with appointments and procedures and entering all medical data into computer system as well as maintaining all charting
- Assisted in the monthly meeting for the Regional Transplant Committee including scheduling meeting space, taking notes, ordering meals and typing and distributing meeting minutes
- Assisted in the design, start-up and management of a tracking program
Receptionist OB/GYN Clinic
Kaiser Permanente – Hawaii
02.1993 - 07.1995
- Answer phones and schedule appointments via computer for up to eight (8) Physicians and three (3) Nurse Practitioners
- Reschedule appointments for patients and Physicians based on need
- Generate monthly calendars for Physicians regarding appointments, on-call schedule and vacation requests
Administrative Asst/Hotel Reservations Manager
Hawaiian Eye Tours, Inc.
11.1988 - 09.1992
- Authorize and sign all incoming hotel and car rental contracts
- Maintain detailed inventory for all airline and car rental coupons and manage all hotel reservations, payments and vouchering for services rendered and booking airline reservation on Sabre computer system
- Train all new staff in regards to all aspects of office procedures while maintaining all employee records including all new hire reports, W-4 and I-9 forms
Education
Licensed Nail Technician -
Central College of Cosmetology
Saint Robert, MO04.2011
Certified Medical Assistant -
Med-Assist School of Hawaii
Honolulu, HI10.1996
Liberal Arts -
Kapiolani Community College
Honolulu, HI02.1992
Medical Terminology – Certificate -
St. Francis Medical Center – Education Department
Honolulu, HI11.1990
High School Diploma -
McKinley High School
Honolulu, HI01.1976
Skills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Decision-making
- Complex Problem-solving
- Attention to detail
- Strategic planning
Certification
- Cosmetology License, Hawaii, 2012
- Licensed Nail Technician, Missouri, 2011
- Medical Assistant Certification, 1996
- Medical Terminology Certificate, 1990
Timeline
Supervisor
United Health Care
03.2018 - Current
Provider Service Lead
United Health Care
08.2016 - 03.2018
Provider Services Representative
United Health Care
02.2014 - 08.2016
Nail Technician
Nails by Pam
09.2012 - 02.2014
Nail Technician
Center Stage Hair Salon
04.2011 - 05.2012
OB/GYN Representative – Medical Assistant
Kaiser Permanente – Hawaii
04.1993 - 06.2007
Receptionist OB/GYN Clinic
Kaiser Permanente – Hawaii
02.1993 - 07.1995
Administrative Asst/Hotel Reservations Manager
Hawaiian Eye Tours, Inc.
11.1988 - 09.1992
Certified Medical Assistant -
Med-Assist School of Hawaii
Liberal Arts -
Kapiolani Community College
Medical Terminology – Certificate -
St. Francis Medical Center – Education Department
High School Diploma -
McKinley High School
- Cosmetology License, Hawaii, 2012
- Licensed Nail Technician, Missouri, 2011
- Medical Assistant Certification, 1996
- Medical Terminology Certificate, 1990
Licensed Nail Technician -
Central College of Cosmetology
Similar Profiles
ERIC POPPLEERIC POPPLE
UNET Specialist at United Health CareUNET Specialist at United Health Care
Sateesh NuthalapatiSateesh Nuthalapati
Client Specialist at United Health CareClient Specialist at United Health Care
Damecia HallDamecia Hall
Care Advocate Team Lead at United Health CareCare Advocate Team Lead at United Health Care