Customer Service Specialist with Healthcare Focus

Lanika Bailey, Customer Service/Call Center

Duncanville,TX 75116, United States, 972-***-****, ******.******@*****.*** PROFILE Call Center Representative with extensive experience in Medical Assistance with patient care coordination and administrative support across healthcare settings. Proficient in managing patient appointments, verifying insurance, and assisting in Call Center. Strong interpersonal skills foster effective communication and patient interaction. Seeking to contribute to a dynamic healthcare or customer support team with professionalism, empathy, and efficiency. Committed to enhancing operational efficiency and improving patient satisfaction through diligent support and empathetic service. EMPLOYMENT HISTORY

Nov 2024 — Oct 2025 Remote Intake Specialist, PSI – FEMA Arlington, VA Conducted intake and case management for disaster survivors, responding to and resolving complaints while facilitating FEMA claims and access to resources. Prioritized urgent needs and coordinated referrals to housing, mental health, and financial assistance providers. Maintained and updated accurate case files and documentation to support claims and audits, improving data consistency across the team. Collaborated with cross-functional teams to streamline intake workflows and accelerate support delivery. Trained and mentored new intake staff on intake procedures, documentation standards, and resource allocation best practices to ensure quality and consistency.

Jan 2024 — Oct 2024 Remote Appointment Scheduler, Triafed -Department of Veterans Affairs Arlington, VA

Scheduled 60+ veteran appointments daily in a dual-system environment (VISTA, CPRS), verified insurance, processed emergency transfers, and maintained eligibility records to support efficient patient flow. Implemented scheduling protocols that increased accuracy by 20% and reduced no-show rates by 15%. Developed a streamlined urgent-care referral process that cut referral processing time by 40% and improved timely access to services. Coordinated with clinical teams and received positive feedback from veterans regarding improved appointment efficiency and communication. Sept 2023 — Jan 2024 Remote Customer Service Representative, E-Team CVS Health Lewisville, TX Handled 50+ inbound customer and patient calls daily, resolving prescription, billing, and insurance inquiries with professionalism and adherence to HIPAA policies. Processed prescription refills, verified insurance benefits, and coordinated with pharmacy and clinical staff to resolve issues, improving first-call resolution rates. Documented interactions accurately in company systems to maintain continuity of care and support compliance. Assisted in training colleagues on customer service best practices and system workflows, contributing to reduced call handling times and improved patient satisfaction. Jul 2022 — Apr 2023 Customer Billing Representative, Spectrum Communications Irving, TX Managed high-volume inbound billing and account inquiries, resolving payment, billing dispute, and account adjustment issues while maintaining quality and compliance standards. Processed payments, credits, and refunds accurately; escalated complex cases to specialist teams and followed through to resolution. Used CRM and billing systems to document interactions, track open items, and reduce backlog. Met performance and quality targets for call handling, customer satisfaction, and first-call resolution through clear communication and problem-solving.

Sept 2021 — Apr 2022 Remote Patient Account Reprensentative, Amerisource Bergen Conshohocken, PA Managed remote patient account operations including insurance verification, billing inquiries, payment posting, and account reconciliation. Investigated and resolved patient account discrepancies, coordinated with payers and providers to clear denials, and followed up to reduce outstanding balances. Maintained HIPAA-compliant records and accurate documentation, and contributed to process improvements that increased billing accuracy and shortened resolution times. Feb 2020 — Aug 2021 Patient Scheduler, Healthcare Associates of Texas Irving, TX Scheduled patient appointments, verified insurance eligibility, and maintained accurate electronic medical records. Communicated appointment details and preparation instructions to patients, coordinated referrals and follow-ups with clinical staff, and managed confirmations to help reduce no-shows. Supported front-desk administrative tasks and ensured HIPAA-compliant handling of patient information. Jan 2017 — May 2019 Medical Center Manager, Nova Medical Center Plano, TX Managed daily operations of a busy medical center, supervising front-office and clinical support staff and overseeing scheduling, billing, and patient flow. Implemented process improvements and staff training programs that increased patient throughput and reduced billing errors. Oversaw inventory, vendor relationships, and regulatory compliance to maintain smooth operations and high-quality patient service. EDUCATION

Jan 2010 — May 2011 Certificate in Medical Assisting, PC Center Desoto, Texas Completed a comprehensive Medical Assisting certificate program covering clinical and administrative skills, including phlebotomy, EKG basics, patient intake, vital signs, HIPAA compliance, medical office procedures, and insurance billing/verification. Gained hands-on training with electronic health records

(EHR) and patient communication best practices to support efficient clinic operations. Served as Vice President of the Student Advisory Board, leading student outreach, organizing events, and representing student concerns to faculty and administration.

Feb 2024 — Present Bachelor in Business Management, Regent University Virginia Beach, VA Pursuing a Bachelor of Business Management (expected Sep 2027). Relevant coursework: Healthcare Administration, Operations Management, Project Management, and Business Analytics. Completed a capstone project on optimizing appointment scheduling and patient throughput for outpatient clinics. SKILLS Patient Care Expert

Clinical Support Expert

Medical Terminology Expert

Scheduling Expert

Insurance Verification Expert

Interpersonal Skills Expert

Detail-Oriented Expert

Team Collaboration Expert

Time Management Expert

Problem Solving Expert