Vicci Lemons
Leesburg,GA
Summary
Dynamic professional with extensive experience in customer service and data entry at Albany Area Primary Health Care. Proven ability to enhance customer satisfaction through effective conflict resolution and attention to detail. Skilled in HIPAA compliance and Microsoft Office, consistently delivering results while collaborating with teams to streamline processes and improve efficiency.
Overview
12
12
years of professional experience
Work History
Call Center Patient Service Center Representative
Albany Area Primary Health Care
Leesburg, GA
09.2024 - Current
- Created new accounts for customers in the system according to their needs.
- Strengthened customer retention by offering discount options.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
- Escalated unresolved customer issues to a supervisor when necessary.
- Developed relationships with customers to ensure satisfaction with products and services offered.
- Trained new staff members on proper customer service protocols.
- Performed administrative duties such as filing paperwork and scheduling appointments.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Entered customer orders into company database accurately and efficiently.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Adhered to all company policies, procedures, and regulations at all times.
Medical Data Entry Clerk II
Albany Area Community Service Board
Albany, GA
03.2023 - 08.2024
- Assisted in maintaining the security of confidential patient information.
- Resolved errors or inconsistencies in data entries promptly.
- Processed incoming requests for patient medical records in accordance with HIPAA regulations.
- Entered patient data into electronic health record systems accurately and in a timely manner.
- Screened and regularly answered calls to provide assistance to important clients.
- Compiled, sorted, and verified the accuracy of data prior to entry.
- Verified patient information by comparing it to medical records.
- Maintained detailed logs of finished and in-progress data entry projects to identify areas of improvement and increase productivity.
- Translated written documentation and notes into emails and other types of correspondence.
- Answered incoming phone calls and directed callers to appropriate departments and personnel.
- Followed established procedures for proper completion of forms, reports, and logs.
- Inputted large amounts of numerical and alphanumeric data quickly and accurately.
Logistic Data Entry Clerk II
FedEx Supply Chain
Albany, Georgia
01.2022 - 03.2023
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Maintained database by entering new and updated customer and account information.
- Contacted customers via phone or email to address data inquiries.
- Maintained detailed logs of finished and in-progress data entry projects to identify areas of improvement and increase productivity.
- Operated various office equipment such as scanners, printers. when required.
- Updated existing records with new or revised information as needed.
- Answered incoming phone calls and directed callers to appropriate departments and personnel.
- Collected and organized information for entry, prioritizing entries to increase efficiency.
- Reviewed, corrected or deleted data, verifying customer and account information.
- Verified accuracy and completeness of data entry into the database system.
- Organized files according to established procedures for easy retrieval later on.
Patient Access Specialist
Phoebe Sumter Medical Center
Americus, GA
01.2018 - 10.2021
- Obtained necessary signatures for privacy laws and consent for treatment.
- Provided support to medical staff by obtaining authorizations from insurers for services rendered.
- Worked closely with departmental staff members in order to ensure proper coordination of care across multiple departments.
- Explained various admission forms and policies, acquiring signatures for consent.
- Collaborated with insurance companies to resolve billing discrepancies and pre-certification issues.
- Maintained accurate records of patient registration information in electronic health record system.
- Communicated financial obligations to patients and collected fees at time of service.
- Educated patients about financial policies and procedures at facility; explained benefits of various payment options available.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Performed data entry tasks associated with registrations such as entering demographic data into system database.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Provided directions and information to patients and families, enhancing their hospital experience.
- Screened patients for eligibility for state, local and federal assistance programs.
- Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
- Verified patient insurance coverage, collected copays and other payments, processed credit card transactions.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Verified demographics and insurance information to register patients in computer system.
- Participated in ongoing training sessions related to new technologies or software updates impacting the registration process.
Member Service Supervisor
Sam"s Club
Albany, GA
11.2012 - 01.2017
- Completed investigations of problems and discrepancies to resolve issues quickly and efficiently.
- Responded quickly to customer inquiries via phone or email in an efficient manner.
- Responded to member questions regarding enrollment, claims, benefits, referrals and pre-authorizations.
- Mentored newly hired employees by explaining tactics for building sales pipelines.
- Delegated work to staff, setting priorities and goals.
- Investigated potential fraud cases involving members' accounts or transactions.
- Monitored staff performance to ensure adherence to company policies and procedures.
- Evaluated employee performance against established goals and objectives on a regular basis.
- Analyzed data from surveys and generated action plans based on results for improvement initiatives.
- Prepared monthly reports on payment and demographics.
- Delivered consistent one-on-one and group training sessions to help professionals improve skills and selling techniques.
- Provided excellent customer service by responding to inquiries quickly and professionally.
- Trained, coached and developed new employees to ensure they had the necessary skills for their role.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
Associate of Applied Science - Allied Health
Southwest Georgia Technical College
Thomasville, GA06-2012
Skills
- Data entry
- Customer service
- HIPAA compliance
- Conflict resolution
- Team collaboration
- Time management
- Attention to detail
- Problem solving
- Communication skills
- Microsoft office expertise
- Call center experience
Timeline
Call Center Patient Service Center Representative
Albany Area Primary Health Care
09.2024 - Current
Medical Data Entry Clerk II
Albany Area Community Service Board
03.2023 - 08.2024
Logistic Data Entry Clerk II
FedEx Supply Chain
01.2022 - 03.2023
Patient Access Specialist
Phoebe Sumter Medical Center
01.2018 - 10.2021
Member Service Supervisor
Sam"s Club
11.2012 - 01.2017
Associate of Applied Science - Allied Health
Southwest Georgia Technical College
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