Lakeeshia L. Murry
Professional customer service representative with strong communication and clinical skills. Exceptional organizational skills, along with filing, charting, computer savvy, and documenting. Managed healthcare information, professional phone etiquette skills, and superior patient relations.
SUMMARY OF QUALIFICATIONS
Microsoft Office Suite
Medical Administration and Records Practices
Knowledge of Medical Insurance Plans
Problem Solving Skills
Ability to Multi-task
Collect Patient Payment
Lowes Contact Center Indianapolis, IN 09/2020-Present
Customer Experience Professional
I greeted customers, answering phones, building relationships with them, providing language interpreter if possible, I assist the customers with placing orders, I play a critical role in helping customers select the right products, ensuring quotes are accurate, verifying correct price labels, de-escalate, and confirming that all customers’ needs are met, price promise with local selected stores, track down orders, call vendors, shipping carriers, and stores to find orders, process carriers claims, refunds, assist truck rental, assist with sign-up for military status, my Lowes account, update customer accounts in the system, provide customer appeasements, price adjustments, reship items, create returns cases, assist with event signing-up, assist with installation registration, and provide details on how to return items.
While working there I’ve learned how to deliver excellent customer service by listening to customers, using expertise to help customers, and thanking the customers for their business for buying hardware, appliances, electrical, lawn, garden, lumber, building materials, plumbing, cabinets, flooring, millwork, windows, doors, etc.
American Specialty Health Carmel, IN 11/2019- 03/2020
Fitness Customer Service Representative
Answer incoming calls on the ASH telephone system in a professional, timely, and courteous manner regarding members fitness accounts while verifying HIPAA guidelines for the A&F department. I verified health plan insurances by their Health Plan ID or Fitness ID number to insure if we provided their plan option. Enrolled members into a home fitness program or a fitness center in network and collected their annual membership fee payments over the phone. Forward logs to our fitness eligibility bucket for a 7-10 business day process regarding questionable member eligibility to research unit for verification of coverage/benefits. Call member back to confirm their eligibility status in our system. Look up member information using information in internal system, utilize appropriate resources, including those online, and provide information to caller. Process fitness reimbursement claims in an IHIS system. Verified gym reimbursements after member’s completed their yearly 45 fitness center visits and redeemed their reward points. Update member accounts such as mailing address, emails, program change, gym changes, and cancelation process. Called gym owners to clarify discrepancies against our members and forwarded the information over to my supervisor, advocate, and fitness network management bucket to get resolve. Transfer callers to correct department if caller has detailed questions on their fitness program or requesting to join our network. Inform gym owners and members of our program descriptions. Resolving complaints regarding their bills and fitness memberships. Troubleshooting by unlocking member website portal accounts, verifying usernames, and security questions. Meet or exceed minimum performance standards established for Customer Service Representative. Document all calls appropriately.
While working as a temporary employee I was able to maintain my daily work performance by receiving Kudos from the QA department. I enjoyed being engaged, passionate, taking ownership of customers future, having integrity, and seeing things through the eyes of your customers.
Conduent Indianapolis, IN 05/2017-03/2018
Customer Care Assistant
Ability to operate through multiple computer applications at a fast pace with customers on the phone in a medical call center environment. Provided information in response to inquiries, services, resolving complaints regarding their bills, claims, insurance EOBs, authorizations, eligibility verification, code verification, accounts, and payment plans. Provided troubleshooting assistance to customers on the provider portal, documents callers, and cross-trained new co-workers. Experience managing daily work queues and escalating unresolved items within required timeframes. Maintained professionalism to a wide range of customers, doctors, pharmacies, and nurses. Recommended choices that best suit the customer. Ability to read, listen, and comprehend what the customers are calling in for. Also having the ability to accept constructive criticism from coaches and supervisors, because it helps improve my team performance goals.
Since I’ve been working here, I have gotten a few Kudos for my work performance. I always maintain a positive environment, working well with co-workers in a team environment, and customers with different ethnicities. I can work under pressure. I’m also a self-starter towards my daily work duties.
YMCA Avondale Meadows Indianapolis, IN 11/2015-05/2016
Hospitality Desk Representative
Scan customers YMCA card. Prepared morning coffee. Met and greeted with customers daily. Provided tours at YMCA center. Basic data entry skills, taking payments, copying, filing, sorting paperwork, and print papers. Fold Laundry duties and cleaned office area. Answered telephone, transferred calls, communicate YMCA programs, and activities over the telephone. Assisted teachers in the Early Learning Center with educational activities for children. Instructed gym and fun activities. Assisted with breakfast, lunch, naptimes, and snacks.
Worked as a work-study student helping assisted the receptionist with communicating and initiating problem-solving abilities with customers.
Eskenazi Health Hospital Indianapolis, IN 06/2014- 11/2014
Medical Front Office Receptionist
Organization of front office and assisted patients with medical record forms. Directed patients with hospital directory. Modified medical records on the (AWD) - DST medical systems which required both accuracy and attention to detail. Knowledge of health care insurance and maintaining filing system.
Volunteered six months in the Transitional Support Department working individually in a team environment. Received volunteer awards for excellent work performance.
Little Red Door Indianapolis, IN 10/2013-11/2013
Healthcare Administrator Assistant
Assisted customers with appointment forms as they wait patiently in the lobby to be seen. Scanned cancer agency release forms for building and overseeing a customer database. Organized and inventoried supply room. Worked with receptionist to keep customers filing records ready each day. Administered basic computer skills including: Excel, MS Word, and Internet Explorer.
Internship through Brown Mackie College where I loved being an ambitious individual with a strong work ethic that can efficiently complete all assigned tasks.
Education & Training
Purdue Global University – Indianapolis, IN
Healthcare Administration- Bachelor of Science Degree
Training Inc. - Indianapolis, IN
Medical and Business Office Support- Certification