Lynetta Montez Lawson

(Local to San Antonio, TX,)

Cell# 210-***-****

Email: adzvqu@r.postjobfree.com

Summary:

● Experience Customer Service and Medical Professional who delivers exceptional customer service in in a fast-paced environment.

● Demonstrated customer service skills, Computer skills & phone etiquette and problem solving and critical thinking skills.

● Excellent MS Office and other software skills. Worked on Salesforce. Accurately enters orders into the billing system and Salesforce

● Quality checks all Core order types in Salesforce.com for accuracy and policy adherence and accurately enters these orders into the billing system. Cross referenced all Commercial Service Agreements with Salesforce

● Able to build rapport with both internal and external customers and ability to read, understands, and relates a variety of consistent instructions, such as those found in procedures, regulations, and policies.

● Experience of working with Adecco /Well Med/ UnitedHealthcare, Military Medical Centre.

● Worked as a Medica Case Specialist, Prepared and maintains all clerical aspects of the medical records through established guidelines for notes to clinics and providers.

● Adheres to exceptional customer service as outlined in the Code of Conduct Policy resulting in no substantial complaints or supervisor counselling statements during the rating period.

● Resolves simple informal complaints and reports to supervisor. Performs a variety of clerical, data entry, utilizing computer terminals for data entry and retrieval. Referred complaints and reports to supervisor

● Performed accurate vital signs (i.e. blood pressure, pulse, respirations, temperature) and other required measurements (i.e. height, weight, head circumference) per protocol in compliance with patient complaint. Explained and enrolled patients in the patient portal. Distributed information to patients regarding office policies, procedures, information about the practice, etc.

● Extensive knowledge of internet usage, Knowledge of computers; Ability to listen to clients, produce, relate and calculate information; and interpret terms as needed.

Skills:

● Administrative

● Complaint Handling

● Clerical duties

● Customer service

● Microsoft Office Suite

● Analytical

● Customer Orientation

● Self-motivated

● Proficient in Microsoft Office 365

● Leadership skills/ KPI / Data Anylists

● Excellent presentation & communication skills

● Positive & motivating personality

● Well Organized

● • Excellent organizational, multi-tasking, and customer service skills and proficiency in MS Office (Word, Excel & PowerPoint) are required.

Able to handle multiple tasks, problem resolution, and prioritization. able to build and maintain strong client relationships and networks.

•able to interface with all levels of staff and management.

•Knowledge of current recruiting practices abiding by federal and state laws and Company policies.

•Internet recruiting experience.

•Able to learn new software and navigate the internet

•Proficient with Microsoft Office products, including Word, Excel, PowerPoint and Outlook.

Education:

● Master’s Science Health Management- Honours: Magna cum Laude, Colorado Technical University Colorado Springs

● Bachelor’s Degree Health Care Management- Honors: Magna Cum Laude, Colorado Technical University Colorado Springs

● Associate degree Medical Billing and Coding- Honours: Cum Laude, Colorado Technical University Colorado Springs

Experience

Ameribergan Source / Spectraforce

10/31/2022- 01/18/2023

Medical Fax Reviewer

Reviewed and analyzed medical records to ensure accuracy, completeness, and compliance with state and federal regulations

Identified potential areas of improvement in documentation and make recommendations to providers

Assisted providers with understanding and interpreting regulatory guidelines

Educated providers on proper documentation techniques

Maintained up-to-date knowledge of coding changes and updates

Served as a resource for coding questions and issues

Performed quality assurance reviews of provider documentation

Prepared reports summarizing findings and recommendations

Made outbound calls to payers to obtain current benefits for the patient

Participate in provider training sessions on documentation and coding

Collaborate with other members of the healthcare team to ensure optimal patient care

Attend meetings and conferences related to medical billing and coding

Stay abreast of new developments in the field

Techweissen

4/19/21 - 3/8/22

Contract ended

•Acts as the primary liaison

•Communicates clearly and professionally with personnel by telephone and/or written correspondence

•Educates and informs the customer of various processes and directs customers to appropriate resources

•Customer Order management from entry to delivery

•Develops and leads improvements and/or solutions to work processes and tools

•Handles non-routine and difficult inquiries. Adapts differing techniques and methods to develop solutions for a variety of complex issues

•Order entry, order status, product info inquiry, complaints, pricing and inventory requests

•Resolves non-routine and difficult customer complaints and ensures response to product and service inquiries - Has knowledge and understanding of the current processing systems and can provide service to internal and external customers

•Handles internal and external inquiries, claims and complaints; interprets policies and regulations, investigates problems; and communicate with other departments and providers to research and resolve issues, identify, and implement service solutions

•Improves customer satisfaction by identifying patterns of problems and barriers to solutions. Provides insight to resolve problems

•Participates in and maintains a quality service culture within the Customer Account Management Team

•Participating in daily team meetings to discuss recent activities, daily activities, and barriers to completing work

•Excellent organizational and time management abilities to ensure multiple tasks are completed by designated deadlines

•Self-motivated, and able to work effectively, in cross-functional groups, and with internal and external customers

•Demonstrated attention to detail to prevent errors in work

•Flexible attitude and ability to work within a rapidly growing organization

•Work closely with others to ensure project deadlines are met while keeping relevant stakeholders in-the-know

•Improves customer satisfaction by identifying trends, problems and barriers. Provides insight, makes recommendations for resolution, and develops proactive solutions as part of the organization’s continuous improvement culture.

•Provides reports and handles non-routine and difficult inquiries across multiple functional areas (adjustments, credits/debits, post audit and returned goods administration, information technology, supply chain, transportation, pricing and distribution centers)

•Adapt to differing techniques and methods to develop solutions for a variety of complex customer service issues.

•Leads projects, which are generally short-term, with specific results expected, and occasionally broadly-defined results. Ensures project objectives and deadlines are met.

•Must be able to work and handle sensitive/confidential data.

•Efficiently build credibility and trust with customers and businesses through timely and accurate Customer service processing.

•Knowledge and use of SAP and Sales Force systems, Maintain, and remain current with all SAP/SF training and certifications.

•Actively participates in relevant corporate programs/initiatives, complies with professional and quality standards, complies with corporate policies and procedures, and acts in a manner consistent with values and ethical standards.

•May provide training to new employees and other members of work groups. May develop and lead cross-functional business teams and may act as project liaison. Participates on department process improvement teams.

•Leading by using the freedom to choose methods within broadly defined processes and tools to meet team and area metrics.

•Implementing process improvements and/or creative solutions to work processes and tools

•KPI

•Data Analysts

Gaps of Employment : 14 months Unemployed

Adecco /Well Med/ 5 month contract

UnitedHealthcare, San Antonio, TX 10/19 – 02/20

Customer Service Representative

Associate Pharmacy Care Coordinator

● Provided pharmaceutical care to patients

● Outbound calls to patients to remind them of medication pick up

● Receives and directs telephone calls to the appropriate personnel

● Outbound calls to Pharmacy to confirm that medications were picked up by patients

● Oversee customer service standards

● Helped maintain pharmacy compliance standards

● Adheres to exceptional customer service as outlined in the Code of Conduct Policy resulting in no substantial complaints or supervisor counselling statements during the rating period.

● Communicated with physicians regarding medications

● Provided education to staff pharmacists

● Developed and improve organizational processes

● Measured and analyse protocols and programs for improvement

● Triaged customer escalations and escalate to the Business units for response and resolution as needed.

Insight Global Contractor, San Antonio, TX 06/18– 09/ 19

Medical Case Specialist I

● Communicated with patients and directly to provider’s maintains patient privacy

● Maintained patient scheduling functions, and sets patient appointments through established guidelines

● Processed / ECW / CPT and CLIN codes assigned to cases

● Raised any escalated customer concerns to the next level of management.

● Maintained in-depth knowledge of Company, Department and quality products, processes and policies.

● Prepared and maintains all clerical aspects of the medical records through established guidelines for notes to clinics and providers.

● Received and directs telephone calls to the appropriate personnel

● Confirmed consultation reports and diagnostic test results.

● Triaged daily downloads of referrals and ensured the correct worksheets were assigned to the corresponding conditions as identified by the Veteran’s Administration

● Identified and recorded if the patient was a no show to their appointment.

● Demonstrated an understanding of patient confidentiality to protect the patient and clinic corporation

● Followed policies and procedure to help contribute to the efficiency of the front office.

● Prepared correspondence, memo forms and other typing as requested by the supervisor

● Identified and reports problems to the Scheduling Supervisor or Manager.

● Responsible for all activities assigned during their shift, including quality and accuracy of work produced, reports at the end of the shift and the status of the department.

● Scheduled patient appointments using a computerized scheduling program ECW/ AHLTA

● Screened appointment request and determined eligibility for services and prior contacts with the department

● Scheduled appointments for patients by phone and after office visits/ rescheduled

● Confirmed with both computer system to see if patient is was established.

● Registered new patients, obtaining all necessary information, i.e., name, DOB, address, telephone number, marketing, and insurance information. Informs patients to bring in current insurance card and identification to appointment.

● Informs patient of all policies, parking, and office location.

● Ensured updates and cancellations were put into master schedule consistently

● Used customer service principles to ensure

● Made phone contacts to other departments, physicians, patients and other outside organizations as necessary for the practice operations.

● Assist in regularly scheduled, cancelled and rescheduled appointment, as well as confirmed consultations reports and diagnostic test results, always using established guideline

● Demonstrated good documentation practices for each interaction reported by customer.

● Demonstrated excellent oral and written communication skills with strong listening/comprehension skills and keen attention to detail

● Able to effectively prioritize and multi-task in high volume workload situations and meet all deadlines

● Demonstrated problem-solving skills

Excellent communication and interpersonal skills

High attention to detail

Prior experience working full time from home

Aloica (Bank of America), San Antonio, TX 06/ 17- 05/ 18

Customer Service Representative Tier 1 - 1 year contract

● Provided knowledgeable responses to telephone inquiries in a courteous and professional manner and directs telephone calls to the appropriate personnel

● Adherence to the Privacy Act, related to the confidentiality of information released.

● Maintained up-to-date knowledge of CMS regulations and policies as they apply.

● Provided resolution to customer concerns and reported problems as needed

● Utilized databases and written materials to look up and provide information to telephone inquiries.

● Maintained appropriate documentation of phone inquiries.

Time Warner Cable/ Spectrum, San Antonio, TX 04/16- 05/17

Order Management Representative

● Ensured accuracy and adherence to corporate policies and procedures

● Accurately enters orders into the billing system and Salesforce

● Cross referenced all Commercial Service Agreements with Salesforce

● Ensure all orders are handled in a timely and efficient manner

● Maintained thorough knowledge of all Business products

● Follows appropriate standard operating procedures for protocols.

● Maintains a high level of patient privacy and good judgment

Loud Cloud Nine (LCN), San Antonio, TX Work from Home 02/15 – 03/16

Customer Service/Verifier Data Entry Specialist

● Located and corrected data entry errors or report them to supervisors.

● Compile, sort, and verify the accuracy of data before it is entered.

● Receives and directs telephone calls to the appropriate personnel

● Compare data with source documents, or re-enter data in verification format to detect errors.

● Store completed documents in appropriate locations.

● Select materials needed to complete work assignments.

● Maintain logs of activities and completed work.

● Utilize and deliver script verbatim

● Answered inbound/outbound phone calls regarding a customer’s account

● Made outbound calls to follow up on customers when necessary

● Maintained composure in escalated situations

● Built customer relationships, to earn their loyalty and trust.

● Operated accurately & efficiently in a fast-paced environment

● Handled multiple responsibilities at one time

Feld Kamp's Furniture Store, Junction, KS 08/14 – 03/16

Customer Service Clerk

● Provided a standard of excellence as it relates to customer service.

● Resolved simple informal complaints and reports to supervisor. Performs a variety of clerical, data entry, utilizing computer terminals for data entry and retrieval.

● Utilized the Integrated Facilities System (IFS) for multiple computer screens for data entry and retrieved requests

● Coordinated determine category of work

● Determine available funds

● Maintains relationship with shops and contract personnel

● Maintains a job assigned and a brief description of work

● Referred complaints and reports to supervisor

● Received and processed customer applications.

● Balanced daily receipts and assigned inventory, resolved discrepancies, and prepared financial reports.

● Participated in team meetings to contribute to the development of best practice procedures.

2009-2013

Unemployed GAPs of Employment Continuing Education

Prager Child Development, Ft. Bragg, NC 12/04 – 02/08

Child Program Assistant

● Planned, coordinated, and conducted activities for program participants based on observed needs of individual children

● Prepared and implements program options for children and youth special requirements

● Demonstrated, instructed, lead planned and spontaneous program activities

● Completed designated training requirements

● Tracked and recorded completed training Individual Development Plan (IDP).

Whispering Pines Nursing Home, Fayetteville, NC 05/ 06 – 07/ 07

Certified Nursing Assistant

● Performed accurate vital signs (i.e. blood pressure, pulse, respirations, temperature) and other required measurements (i.e. height, weight, head circumference) per protocol in compliance with patient complaint.

● Recognized implications of change and reports to physician and/or nursing supervisor. Sets up and maintains sterile field. Assists in providing emotional, physical comfort and the safety needs of patients.

● Prepares patients and rooms for examinations and diagnostic tests; assists/chaperones patient care providers during examinations, procedures, treatments, and diagnostic tests.

● Performs routine procedures in accordance with established standard operating procedures or physician's instructions, such as throat and wound cultures, dressing changes, blood pressure screenings, ear irrigations, suture removal, application of various supporting bandages and splints, etc.

● Obtains laboratory specimens; labels specimens with patient identification, and transports specimens to laboratory; obtains results from the laboratory.

● Records data on clinical records in accordance with established standard operating procedures: charts patient information IAW SOPs using the SOAPIE format. Initiates and performs CPR, as necessary.

Whispering Pines Nursing Home, Fayetteville, NC 06/05 – 11/ 06

Certified Nursing Assistant

● Performed accurate vital signs (i.e. blood pressure, pulse, respirations, temperature) and other required measurements (i.e. height, weight, head circumference) per protocol in compliance with patient complaint.

● Recognized implications of change and reports to physician and/or nursing supervisor.

● Sets up and maintains sterile field. Assists in providing emotional, physical comfort and the safety needs of patients.

● Prepares patients and rooms for examinations and diagnostic tests; assists/chaperones patient care providers during examinations, procedures, treatments, and diagnostic tests.

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