Patricia Lackey

• Handled customer assistance calls to resolve inquiries, enhancing customer satisfaction and service experience.
• Streamlined completion of paperwork and documentation for applicants, ensuring accuracy and compliance.
• Conducted informational sessions to clarify program offerings and benefits, adhering to HIPAA regulations.
• Utilized systems including Genesis, Workday, Fieldglass, and Microsoft Teams for remote operations.

• SC Medicaid, Communicated with applicants through outbound calls to ensure clarity in processes.
• Maintained accurate records of customer interactions and transactions, ensuring data integrity.
• Routed cases to appropriate departments for efficient processing.
• Developed workbooks to evaluate financial statuses, facilitating Medicaid eligibility assessments.
• Collaborated with teams using Microsoft Excel, OnBase, Jabber, WebEx, DOS, and Curam.
• Analyzed evidence to inform decisions that enhanced operational effectiveness.
• Contracted services for SCDHHS, SC Medicaid, and Medicare projects.

• Assisted callers with insurance inquiries, adhering to HIPAA regulations for privacy and security.
• Managed customer inquiries through multiple communication channels.
• Resolved issues by analyzing customer needs and providing effective solutions.
• Documented customer interactions using company-specific software tools.
• Supported Amerihealth Medicaid online inquiries, ensuring accurate information delivery.

• Assisted members with insurance coverage and prescription formulary inquiries, ensuring accurate and timely resolution.
• Assisted members with insurance coverage, prescription formulary inquiries, and web support.
• Researched and implemented solutions to effectively address member questions and concerns.
• Delivered exceptional customer service for WellCare Medicare and Medicaid services, enhancing member satisfaction.

• Facilitated patient assistance by providing guidance on Cologuard processes during inbound and outbound calls.
• Executed reminder and incentive calls, enhancing test completion rates.
• Assessed patient eligibility, ensuring appropriate follow-up for Cologuard test re-completion.
• Ensured strict adherence to HIPAA regulations in all documentation practices.
• Coordinated with Exact Sciences Laboratories to optimize contractor operations for Cologuard.

• Evaluated inbound and outbound calls for compliance with HIPAA regulations and client business rules.
• Monitored calls for quality assurance, ensuring compliance with client expectations and contributing to overall service quality.
• Quality Control call auditing, time management
• Documented call data in Google Sheets and call; participated in meetings and group discussions to enhance team collaboration.

Honk roadside assistance services with Live Ops on November 8, 2018.

• Utilized computer systems to locate addresses and estimate tow truck arrival times, enhancing response accuracy.
• Provided directions to tow truck drivers, enabling efficient navigation and improving customer support.
• Identified customer needs promptly, facilitating timely resolutions and enhancing overall customer satisfaction.