Work Preference
Summary
Overview
Work History
Education
Skills
Timeline
Generic
Open To Work

Shante’ Lucas

Houston

Work Preference

Job Search Status

Open to work
Desired start date: Open to discussion

Desired Job Title

Team Lead, Customer ServiceSenior Customer Service Rep.Transfer AgentCorporate Account Liaison

Work Type

Full TimeConsulting

Location Preference

Remote

Salary Range

$60000/yr - $125000/yr

Important To Me

Work-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work week

Summary

Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.

Overview

22
22
years of professional experience

Work History

Team Lead, Customer Service

R1
04.2021 - Current
  • Deliver quality patient experience through inbound/outbound setting by effectively navigating within several computer applications and/or client systems promoting one call resolution;
  • Prepare, analyze, and provide daily, weekly, and monthly productivity metrics;
  • Complete performance evaluations and track time and attendance;
  • Assist in establishing and implementing departmental initiatives;
  • Measure and monitor staffing levels, assign duties and responsibilities as appropriate;
  • Initiate patient coding, charge, pricing and rate, ER level and quality of care disputes to ensure accurate billing processes have been followed;
  • Train and educate support process errors to enhance departmental processes;
  • Locate and review incoming correspondence via HCR in efforts to address complex issues to include but not limited to: posting of missing or misapplied payments, payment transfer, adjustment and or write off requests, while utilizing support resources across multiple databases;
  • Adhere to HIPPA and client benchmarks while striving for continuous improvement on customer service metrics to include call abandonment rate, talk and wrap (documentation) time;
  • Conduct training class and floor mentoring for R1’s new hires fostering a collaborative and high-performing work environment.
  • Resolve customer inquiries and complaints, enhancing satisfaction through effective communication and problem-solving skills.
  • Address escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
  • Provide backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Conduct regular performance reviews, providing constructive feedback to enhance team productivity and morale.


Senior Customer Service Rep.

PFS (Patient Financial Systems)
04.2013 - 04.2021
  • Performed account research using company related systems in an inbound/outbound setting:
  • Collected payments, offered then established payment plans, approved discounts and facilitated applications for financial assistance to achieve maximal account recovery
  • Communicated directly and effectively with patients/insurance company/adjusters/attorneys to assist in prompt account resolution
  • Provided itemized billing and medical records upon requests
  • Vendor for St. Barnabas, St. Luke’s, & Scott & White Hospital

Transfer Agent

URS (United Recovery Systems)
01.2011 - 01.2013
  • Accepted /Transferred High Influx of in-bound calls to appropriate departments for reconciliation and collection of delinquent accounts.

Corporate Account Liaison

Insurex, INC
01.2004 - 01.2011
  • Performed negotiations and maintenance for USAA, Geico, State Farm, and Progressive Auto Insurance accounts receivables portfolio under Division Managerial supervision;
  • Drew up settlement proposals for client/ attorney approval
  • Coordinated and responded to complex customer telecommunication requests
  • Retrieved, collected, sorted and distributed files and correspondence to supporting departments
  • Recipient of “A-list “ award, achieving 95% or more recovery rate of monthly quota, ranking top 10% amongst company’s strongest collectors.

Education

BA - Business Management

University of Phoenix
Houston, TX
01.2009

Diploma - undefined

North Shore High School
Houston, TX
01.1996

Skills

  • Maintain confidentiality while driving task completion
  • Systematic task execution with minimal supervision
  • Strong interpersonal and communication skills
  • Strong organizational skills
  • Software: Microsoft Outlook, Excel, Windows, CUBS
  • Proficient in Epic, In Vision, SMS, Affinity, Core & Orbital (Payment processing), VCS (Vendor Communication System), Healthcare reports & Medicaid portal
  • Meticulous attention to detail
  • Skilled in resolving conflicts
  • Guiding professional development

Timeline

Team Lead, Customer Service

R1
04.2021 - Current

Senior Customer Service Rep.

PFS (Patient Financial Systems)
04.2013 - 04.2021

Transfer Agent

URS (United Recovery Systems)
01.2011 - 01.2013

Corporate Account Liaison

Insurex, INC
01.2004 - 01.2011

Diploma - undefined

North Shore High School

BA - Business Management

University of Phoenix

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