Hi, I’m
Sharice Lamison
Tacoma,WA
Summary
Senior Customer Service Advocate motivated to continually add value to a progressive organization using established skills and experience. Experienced and accomplished Health Information Technician and Customer Service Advocate successful at prioritizing a diverse range of tasks while creatively generating, demonstrating, and implementing effective ideas.
Overview
16
years of professional experience
Work History
Optum – United Health Group
Customer Service Advocate Sr
10.2021 - Current
Job overview
- Maintaining 73% and higher NPS score
- Consistently performing at 96% or better on quality assurance scores and customer surveys High level use of identifying & resolving provider and member problems by using defined processes, judgement, & expertise in a fast-paced environment Investigate claim and/or customer service issues as identified and communicate resolution to customers
- Manage non-escalated claim and member issues from receipt to resolution on first call
- Review upcoming and changing processes to determine gaps, inefficiencies, and comprehension; raise issues to leads and supervisors Serve as liaison and service advocate to a complex customer base to manage first level response and resolution of escalated issues with external customers, providers and insurance affiliates Leveraging advanced communication and problem-solving skills by utilizing expertise in health insurance product knowledge
- Working collaboratively with peers and leadership to identify more effective processes to achieve creative solutions
DSHS Community Services
Personal Assistant
02.2020 - 04.2020
Job overview
- Assisted clientele with daily tasks
- Drove clientele to various appointments
- Assisted clientele with shopping
- Provided companionship
- Instacart, /Postmates
- Instacart/Postmates
08.2019 - 12.2019
Job overview
- Accepted food or product orders via applications
- Use car navigation to locate addresses
- Promptly shop in-store for ordered items Quickly scan and purchase items using smartphone device
Conifer Health Solutions
HIM Senior Specialist
12.2018 - 08.2019
Job overview
- Hospital documents accurately prepped for scanning into EPIC patient chart
- Records released to providers for continuity of care
- Reviewed patient accounts for document deficiencies at 113% accuracy
- Played an effective role in departmental process improvements
Zymeda Provider Solutions
Care Coordinator
04.2018 - 06.2018
Job overview
- Abstracted data from various medical group websites for statistical data
- Constructed reports utilizing Excel Spreadsheets
- Assisted with payment and billing adjustments for various clinics
Multicare Health Systems
Health Information Technician
06.2007 - 09.2017
Job overview
- Maintained a 5% or less error rate in all scanning and documentation tasks
- Incoming medical documents completed daily keeping near “zero” backlog
- Kept absolute confidentiality in compliance with HIPAA and organizational requirements Built medical orders in EPIC e-chart system for office visits, procedures and laboratory tests in fulfillment of departmental standards
- Effectively used Excel spreadsheets for analytical statistics of incoming medical records Collaborated regularly with fellow employees in maintaining e-charts and troubleshooting issues
Skills
- Filing Systems
- Status Updates
- Efficient Service
- Workflow Improvements Customer Service
- Follow-Up Requirements
- Articulate Communication
- Customer Service Representation
- Knowledge Base
- Inbound and Outbound Calling
- Electronic Systems
- Client Needs Assessment
- Productivity Standards
- User Experience
- Data Entry
- Customer Data Confidentiality
- Troubleshooting
- Data Collection
- Company Branding
- Customer Service Process Improvement
- Telephone Etiquette
- Operational Efficiency
- Database Systems
- Escalation Problem-Solving
- Client Engagement
- Claims Adjustments
- HCPCS Coding
- Information Updates
- Collaborative Environments
- Call Control
- Team Support
- Time Sheet Preparation
- Interdepartmental Communication
- Cold Calling
- Customer Complaint Management
- Quality Control Standards
- Advising Employers
- Providing Feedback
- Performance Feedback
- Issue Research
- Resolving Customer Issues Service Quality
Timeline
Customer Service Advocate Sr
Optum – United Health Group
10.2021 - Current
Personal Assistant
DSHS Community Services
02.2020 - 04.2020
08.2019 - 12.2019
HIM Senior Specialist
Conifer Health Solutions
12.2018 - 08.2019
Care Coordinator
Zymeda Provider Solutions
04.2018 - 06.2018
Health Information Technician
Multicare Health Systems
06.2007 - 09.2017
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