Shakeyda Lawrence
Fort Worth
Summary
Experienced with handling patient inquiries and providing support in healthcare setting. Utilizes strong communication skills and empathy to resolve issues and ensure patient satisfaction. Knowledge of healthcare protocols and procedures, contributing to efficient and effective service delivery.
Diligent Healthcare Professional
Overview
11
11
years of professional experience
Work History
Healthcare Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
04.2023 - 01.2025
- Developed and updated databases to handle customer data.
- Implemented and developed customer service training processes.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Obtained member insurance information and determined eligibility for benefits for specific services rendered.
- Providing excellent customer service by promptly answering member inquiries.
- Remote
Technical Support Representative
Kelly Connect
01.2020 - 02.2022
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Used ticketing systems to manage and process support actions and requests.
- Assisted with updating technical support best practices for use by team.
- Diagnosed and troubleshot hardware, software and network issues.
- Remote
Pharmacy Technician
Walgreen's Pharmacy
05.2016 - 10.2019
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
Home Health Aide
My Home Health Care
06.2014 - 04.2016
- Provided patients with help moving in and out of beds, baths, wheelchairs, and automobiles, and dressing and grooming.
- Monitored patients (vital signs, temperature, respiration, etc.) and report on their condition.
- Maintained patients care records and documented provided services.
- Assisted patients with mobility and physical therapies/exercises.
- Collected routine lab work.
- Administered prescribed medications.
Education
High School Diploma -
Rantoul Township High School
Rantoul, IL01-2011
Medical Administrator Assoc -
Ultimate Medical Academy
Clearwater, FLSkills
- Collection processing
- HIPAA compliance
- 70 WPM Typing Speed
- Insurance verification
- Great negotiation skills
- Patient confidentiality
- Performance improvements
- Payment processing
- Medical terminology
- Problem-solving
- Time management
- Inbound and Outbound Calling
- Data Entry
- Technical Support
- Technical Troubleshooting
- Remote Support
- Insurance Verification
- HIPAA Compliance
Timeline
Healthcare Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
04.2023 - 01.2025
Technical Support Representative
Kelly Connect
01.2020 - 02.2022
Pharmacy Technician
Walgreen's Pharmacy
05.2016 - 10.2019
Home Health Aide
My Home Health Care
06.2014 - 04.2016
High School Diploma -
Rantoul Township High School
Medical Administrator Assoc -
Ultimate Medical Academy
Similar Profiles
James MingleJames Mingle
Webtech Website Support -UHC at Ttec (TeleTech) - HealthCare SolutionsWebtech Website Support -UHC at Ttec (TeleTech) - HealthCare Solutions
Shad PledgeShad Pledge
Customer Care Coordinator at Ttec (TeleTech) - HealthCare SolutionsCustomer Care Coordinator at Ttec (TeleTech) - HealthCare Solutions
CRYSTAL THOMPSONCRYSTAL THOMPSON
Operations Team Lead, Service & Delivery at Ttec (TeleTech) - HealthCare SolutionsOperations Team Lead, Service & Delivery at Ttec (TeleTech) - HealthCare Solutions
Abdulla ShafieAbdulla Shafie
Front Desk Personal at Plant fitnessFront Desk Personal at Plant fitness
Makayla BassMakayla Bass
PFS Representative at Christus HealthPFS Representative at Christus Health