Shayla Lewis
Kingsland,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Medical industry. Solid, friendly team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Humana Healthcare Advocate
Conduent Business Solutions
08.2022 - Current
- Improved patient satisfaction by actively listening to concerns and addressing their needs promptly.
- Enhanced healthcare service quality by collaborating with medical professionals and providing accurate patient information.
- Streamlined communication between members and providers, ensuring timely access to essential health insurance services.
- Handled complex claim issues, effectively communicating with patients, providers, and insurance companies to ensure resolution.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Managed approximately 30+ inbound calls per day, adeptly navigating multiple systems while maintaining focus on customer needs.
- Mentored new hire team members, contributing to their professional growth and development.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Retail Merchandiser
Hallmark Gold Crown
10.2017 - 06.2020
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Enhanced store sales through effective product placement and targeted promotions.
- Boosted customer satisfaction by creating visually appealing and strategically organized merchandise displays.
- Collaborated with store managers to develop seasonal merchandising plans, maximizing revenue potential.
- Streamlined inventory management with accurate tracking and timely reordering of products.
Environmental Services Housekeeper
Baptist Medical Center
04.2012 - 10.2015
- Enhanced cleanliness standards by consistently adhering to established protocols and using appropriate cleaning solutions.
- Improved infection control measures by meticulously disinfecting high-touch areas in patient rooms, restrooms, and common spaces.
- Reduced cross-contamination risks with thorough cleaning practices and proper disposal of hazardous materials.
- Increased overall facility hygiene by regularly laundering linens, bedspreads, and towels according to guidelines.
- Provided exceptional customer service while addressing concerns or requests from facility occupants in a professional manner.
Education
Associate of Science - Medical Insurance Billing And Coding
Everest University Online - Tampa
Orlando, FL07.2014
Skills
- Complaint Handling
- Call center experience
- Medicare knowledge
- Conflict resolution techniques
- Customer Service
- Computer Skills
- Medical terminology knowledge
- Calm Under Pressure
- Time management abilities
- Account Updates
- Call Metrics
- Claims Investigation
- Claims
- Prior authorization processing
- Understanding of medical terms
- Medical Terminology
Timeline
Humana Healthcare Advocate
Conduent Business Solutions
08.2022 - Current
Retail Merchandiser
Hallmark Gold Crown
10.2017 - 06.2020
Environmental Services Housekeeper
Baptist Medical Center
04.2012 - 10.2015
Associate of Science - Medical Insurance Billing And Coding
Everest University Online - Tampa
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