L O N N E T T E W I L L I A M S

Stone Mountain, GA 30083• 239-***-**** • ad1sur@r.postjobfree.com

Administrative & Customer Service Healthcare Support Professional

Staff Management • Medical Record Documentation • HIPAA • Swiftly Diffuse & Resolve Problems

Profile

Extensive experience in fast-paced and dynamic settings, including supervision of up to 35 staff in customer service-oriented and healthcare environments.

Excellent communicator with demonstrated ability to collaborate with staff, management, and others at all organizational levels.

Outstanding blend of organization, prioritization, leadership, and interpersonal skills.

Mentor and lead teams by example and with integrity to deliver service excellence.

Consistent success is rooted within the concepts of quality, continuous improvement and effective process enhancements.

Proficient in MS Office (Word, Excel, Outlook, PowerPoint) with 45 WPM.

Professional Experience

Remote Customer Service Specialist, Parallon / HCA, Louisville, KY (2021 – Present)

Accurately and efficiently document claims billed, paid, and settled; follow-up in appropriate systems. Identify and escalate any issues that can affect accurate billing and follow-up.

Promptly respond to all mail correspondence. Directly contact payers for payment due on accounts. Also communicate with appropriate hospital departments to clarify billing discrepancies and obtain demographic, clinical, financial, and insurance information.

Investigate overpayments, underpayments, credit balances, and payment delays. Route findings to appropriate workflows to maximize reimbursement for services.

Closely research claim rejections. Take corrective action where necessary and/or refer claims to appropriate colleagues.

Follow-up on delayed payments, including contacting patients and third-party payers. Determine cause of delay and supply additional data as required.

Create special reports as directed by the Supervisor Billing and Follow-Up and as requested.

Patient Care Coordinator, North Florida Regional Medical Center/HCA, Gainesville, FL (2018 – 2021)

Proficiently served as a patient advocate. Coordinated and scheduled patient visits; maintained patient records.

Implemented individual care plans that met patients’ needs. Researched additional healthcare resources and referred patients needing additional assistance.

Communicated and coordinated with other direct care providers on behalf of patients.

Managed and maintained patient account demographics.

ER Follow-up Supervisor, National Contact Management Center/HCA, Fort Myers, FL (2013 – 2018)

Selected as a top performing supervisor of 2017.

Achieved best in class Employee Engagement results of 84%, top across the Enterprise.

Coached appointment services team from 13% to 22%, which results in substantial revenue increases.

Oversaw daily operations and productivity; managed staff scheduling, payroll, and recruitment and training, as well as customer service operations and satisfaction.

Ensured consistent delivery of all services within organizational guidelines and standards through actively monitoring staff performance and researching and reporting data to identify and implement improvements.

Cultivated and maintained cross-functional, collaborative working relationship with peers to foster business growth, improve operations, and enhance productivity.

Created, developed, and executed new customer service training methods: spearheaded monthly team meetings.

Customer Account Executive, Comcast Inc., Fort Myers, FL (2010 – 2013)

Spearheaded numerous account maintenance needs as primary customer service contact.

Achieved and maintained in-depth knowledge and understanding of products and services to cultivate trust and satisfaction of customers.

Continued…

Lonnette Williams, page 2 of 2

Education and Professional Development

Bachelor of Science in Human Resource Management Bryan University, Tempe, AZ, expected graduation date 1/2025

Associate of Arts in Human Resources Bryan University, Tempe, AZ, 05/2023

Business Administration Certification Bryan University, Tempe, AZ, 06/2022 Entrepreneurship Essentials Micro-Credential Bryan University, Tempe, AZ, 12/2021 Medical Assistance Program, Keiser College, Fort Lauderdale, FL, 06/1994

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