Laquina Alexander-Graves

Grand Prairie, TX *****

682-***-****

Authorized to work in the US for any employer

Work Experience

Client Services Representative

Apidel Technologies LLC/CVS Health - Remote

September 2023 to Present

Managing client inquiries via phone, email, online. Directing client complaints or complex queries to relevant departments in a timely manner. Providing clients with technical assistance on products and services. Expediting serious issues to management toward prompt resolution. Healthcare Customer Service Representative

Sourcepoint, Inc. - Melbourne, FL

February 2020 to February 2021

Handled inbound calls assisting customers with referrals for medical care & services, communicated with physicians, pharmacists, hospitals, other healthcare providers, and government agencies on behalf of patients.

Customer Service Representative

Call Solutions - Fort Worth, TX

March 2014 to August 2016

Assisted customers with emergency roadside assistance requests. Basic administrative duties. Located contracted vehicle repair centers on behalf of members. Medicaid/Managed Care Case Manager

Williamsburg Village Healthcare Campus - DeSoto, TX May 2012 to February 2014

Entered demographic/billing information on new admissions to facility. Benefit verifications & prior authorizations. Participated in fair hearing process on treatment denials. Scheduled routine & follow up outpatient appointments for residents. Order entry of new patient orders. Implemented interim plan of care. Provided back-up coverage to unit secretary/receptionist as needed. Clinical Reimbursement Specialist

Cantex Continuing Care Network - Lancaster, TX

October 2009 to May 2012

Order entry of demographic/billing information on new admissions to facility & new physicians orders for patients. Verification of insurance benefits. Obtained prior authorizations for certain inpatient treatments/ therapies. Medical records filing and management. Participated in fair hearings for Medicaid & managed care patients. Various administrative duties as assigned. Implemented interim plans of care upon resident's admission to facility. Provided back-up coverage to unit secretary/receptionist as needed. MDS/Care Plan Coordinator

Texas Masonic Retirement Center - Arlington, TX

November 2005 to May 2009

Medication administration, wound care and treatments, implemented interim plan of care on new admits

& long term care patients quarterly. Benefits verification. Data entry of monthly MD's orders. Order transcription. Scheduled routine and follow-up appointments for patients. Provided back-up coverage to receptionist/unit secretary when necessary.

Medical Office Assistant

Dr. MM Hansen Pediatrics - Arlington, TX

2002 to 2004

Appointment scheduling & reminders for upcoming appointments, insurance/ benefits verification, check- in/check-out & co-pay collection, rooming of patients, obtained weight and vital signs at each visit. Education

Certificate of Completion in Vocational Nursing

Concorde Career Institute - Arlington, TX

June 2004 to June 2005

Bachelor of Science in Psychology

Texas Christian University - Fort Worth, TX

2000 to 2003

Bachelors in Psychology

University of Southern California - Los Angeles, CA 1999 to 2000

High school diploma

Lamar High School - Arlington, TX

1996 to 1999

Skills

• Order entry

• Administrative Experience

• Data Entry

• Writing skills

• Customer service

• Computer skills

• Typing

• Sales

• Microsoft Powerpoint

• Microsoft Outlook

• Clerical Experience

• Microsoft Word

• English

• Research

• Medical Records

• Front Desk

• Medication Administration

• Vital Signs

• Case Management

• Managed Care

• Medical Billing

• Medical Terminology

• ICD-10

• Medical Coding

• CPT Coding

• ICD-9

• Anatomy Knowledge

• Physiology Knowledge

• Medical Scheduling

• Medical Office Experience

• HIPAA

• Phone Etiquette

• EMR Systems

• MDS

• Mod med (1 year)

• Experience Administering Injections

• Patient Care

• Supervising Experience

• Transcription

• Google Suite

• eClinicalWorks

• UNIX (Less than 1 year)

• Epic

• SharePoint (2 years)

• OneDrive (Less than 1 year)

• NextGen (2 years)

• Insurance Verification

• SAS (1 year)

• Medical scribing (2 years)

• iOS (2 years)

• Mac OS (2 years)

• Athenahealth (1 year)

• Zendesk (2 years)

• Medical transcription (2 years)

• Document management (3 years)

• Virtuelle (1 year)

• SharePoint (2 years)

Languages

• English - Fluent

• Spanish - Beginner

Certifications and Licenses

AHA-BLS for Healthcare Providers

June 2004 to June 2024

Renewable every 2 years

RAC-CT

January 2009 to January 2013

AANAC

LVN

July 2005 to July 2013

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