Customer Support Service

Lisa L. Scott

*** ****** **., ********, ** ***** 904-***-**** ************@*****.***

Results-driven and team-oriented professional with over 25 years of experience in customer support, healthcare services, procurement systems, and vendor negotiations. Adept at resolving member concerns through effective communication and account research. Passionate about delivering compassionate and efficient customer service, especially in health-related industries. Skilled in managing multiple platforms simultaneously and contributing to process improvementsSkilled in managing multiple platforms simultaneously, contributing to process improvements, and training and onboarding new team members. Proven ability to handle high-volume, fast-paced environments with professionalism and empathy.

Skills

● Employer Group

● SAP/Oracle Knowledge

● Salesforce

● Contract Negotiations & RFP/RFQ Management

● Dual Special Needs Plans (DSNP)

● Medicare

● Escalations and Conflict Resolution

● Claims Research

● Insurance verification

● ASC coding expertise

● Familiarity with commercial and private insurance carriers

● Familiarity with medical terminology and health plan documents

● Microsoft Office/Google Suite

● Health Plan Education and Guidance

● High-Volume Phone Support

Professional Experience

FIS Global – JACKSONVILLE, FL

Product Support Analyst April 2022 – April 2025

● Guided vendors in enrollment, ensuring compliance and precise documentation.

● Resolved vendor inquiries swiftly, serving as the primary contact.

● Negotiated contracts, securing favorable terms and enhancing vendor relations.

● Contacted identified payer sources to resolve problems or issues with payment release

● Streamlined vendor workflows, achieving faster processing and improved compliance.

● Fostered cross-department communication, resolving inquiries for better vendor satisfaction.

● Conducted thorough reviews of accounts receivable, identifying discrepancies and ensuring timely resolution.

FLORIDA BLUE – JACKSONVILLE, FL

Sales Relationship Specialist June 2018 – April 2022

● Provided support to health insurance agents, brokers, and consultants agents to ensure complete and accurate responses were given to sales partners.

● Educated Sales Agents/Customers on plan options and guided them through enrollment and benefits understanding.

● Coordinated with an Insurance Verification platform to process customer details and collect benefit coverage information.

● Provided information on benefits/products and sales policy Professional Summary

Lisa L. Scott

709 Stoney Dr., Fairburn, GA 30213 904-***-**** ************@*****.***

● Coordinated the resolution of escalated complex inquiries with other departments within Florida Blue.

● Utilized multiple platforms while simultaneously assisting a member via phone or email.

● Assisted with the preparation of training materials and written correspondence for use for the agent.

● Participated in various CI (Continuous Improvement) projects aimed to help identify trends and root causes to help facilitate any needed training opportunities for front line staff. FLORIDA BLUE – JACKSONVILLE, FL

Federal Employment Program (FEP) Service Advocate Sept. 2012- June 2018

● Managed provider enrollment processes and maintained vendor records across multiple systems.

● Acted as a key liaison between network representatives, providers, and internal teams to ensure smooth onboarding.

● Provided peer coaching and support for new hires during onboarding and system training.

● Assisted with claim inquiries and provided clarity on plan participation and eligibility.

● Accurately maintained all internal systems with provider and network participation information.

(i.e. Quest, Imaginator, Client Letter, Excel, APT, ConvergenceX, Sessions, and Diamond)

● Participated in two-way communication meetings, team building, and ongoing training.

● Contributed to the creation and revision of training materials for internal system updates and process improvements.

Education

Edward Waters College Jacksonville, FL. Intent to Complete Completed 51 credit hours: Health Information Management Ribault Senior High School Jacksonville, FL. Highschool Diploma

Contact this candidate