Customer Service Quality Assurance

**** *. *** ******* ****. E. #****, Humble, TX ***96•713-***-****•************@*****.***

Lekethia Williams

Professional Summary

Innovative, customer oriented administrator with background in business management, managed and ambulatory

care. Strong background in HIPAA guidelines, quality assurance, claims analysis and management principles and

practices. Seeking leadership role within an integrated system. Highly analytical healthcare and business

management professional combining more than number of years of work in long term care with proficiency in

financial management, leadership and positive outcomes. I am skilled at communicating, organizing, solving

problems, Call Center operations, Workflow management, and familiarity with Key Performance Indicators (KPIs)

to raise the stature and ranking of prosperous business.

Experience

05/08 – 05/13

Memorial Hermann Hospital Systems Houston, TX

Patient Business Services Manager

Managed a team of 75 agents who scheduled outpatient procedure appointments to various Memorial

Hermann facilities in the call center environment

Hired and trained new employees for the customer services center and scheduling department

Managed a team of 16 agents who handled incoming calls for all Memorial Hermann outpatient

facilities to assist with all customer service inquires and Image Exchange

Managed of 10 contracted couriers who handled all mail and/or images per physician requests

Resolved all escalated calls

11/98 – 05/08

River Oaks Imaging Houston, TX

Supervisor of Medical Records and Customer Service

Maintained accurate records of patient care, condition, progress and concerns.

Performed clerical duties, such as word processing, data entry, answering phones and filing

Quickly responded to and resolved all customer service issues in a timely manner

Ordered supplies, obtained pricing and quotes, prepared purchase requests

Responsible for maintaining all expense logs

Managed specimen sample handling, receiving, storage and inventory

Trained in PACS integration

Implemented a Centralized Team for a more efficient method of maintaining patient records to increase

productivity across the division saving the company approximately 1.2 million in salary cost and

benefits.

Education

05/05 – 06/07

AIU Houston, TX

Associates of Arts (Healthcare Mgmt and Business Administration)

References

References are available on request.

Contact this candidate