Experienced Customer Service Professional, Medical Billing, and AR

Lainey Lane

Arnaudville, La *****

337-***-****

******-****-@*******.***

Versatile administrative and customer service professional with 15+ years of experience in office operations, client relations, data management, insurance processing, scheduling, and high-volume phone support. Highly organized, detail-oriented, and skilled at working independently or as part of a team in fast-paced environments. Proficient in Microsoft Office Suite, data entry, records management, and compliance protocols. Fully equipped and eager to deliver reliable, professional support in any remote or at-home administrative, customer service, or virtual-assistant role. EXPERIENCE

Luxottica / Alorica – Mason, OH 04/2025- Present

Tier 1 - Member Service - Remotely

• Assistant members with benefits, eligibility, and claims inquire, ensuring accurate and timely resolutions.

• Scheduled, rescheduled, and canceled exam appointments while maintaining compliance with provider requirements.

• Processed ID card requests, provider list, and out of network claim submissions.

• Guided members through web registration and navigation for online healthcare tools.

• Resolved third – party biller exceptions related to eligibility termination dates and benefits. Tier 2 Claims Processing & Advanced Support

• Handled audits, appeals, complaints, grievance, and claim status inquires.

• Resolved chargebacks, disbursements, and member reimbursement issues.

• Supported provider reimbursements, credentialing, and fee schedule inquires.

• Processed remakes, redo’s, claim voids, and withhold adjustments. Escalations & Vendor Transfers

• Handled escalation of member and provider calls, ensuring timely resolution of complex issues.

• Assisted with eligibility updates, claim disputes, and non-lab claim withholds.

• Coordinated with supervisors and account managers on billing, invoices, and urgent provider adds.

• Manage affidavits forgery, second opinions (Rx re-evaluations), and online claim system registrations.

Carenet Healthcare – Houston, TX 10/2020-02/2025

Medical Billing Assistant – Remotely

• Enter patient payments and insurance remittances into billing software with high accuracy.

• Verified insurance coverage and payment posting details to ensure correct claim processing.

• Maintain confidentiality and compliance and HIPAA standards.

• Provided excellent customer service to patients regarding billing inquires and payment plans.

• Accurately post and reconcile daily payments from insurance carriers, patients, and third-party payers. Review ERAs and EOBs to ensure correct payment allocation and identify underpayments or denials.

• Research and resolve unapplied payments to maintain clean accounts receivable.

• Collaborate with billing and collections teams to resolve discrepancies and improve payment accuracy.

SKILLS

• Microsoft Office Suite (Word, Excel, PowerPoint)

• Date Entry & Records Management

• Customer Service & Phone Support (inbound/outbound calls)

• Insurance Verification & Claims Processing

• Appointment Scheduling & Follow- Up

• Accounts Receivable, Payments, Deposits & Collections

• Filing, Document Preparations & Letter Writing

• Infection Control, Sterilizations & OSHA Compliance

• Vital Signs Monitoring & Patient/Client Interactions

• Practice-Management Software (Vista)

• Shipping & Logistics Coordination (FedEx, DHL)

• Multitasking, Problem Solving & Deadline-Driven Work

• Electronic Remittance Advice (ERA) Processing

• EHR/Billing Systems (Epic, Athenahealth, Excel & Data Entry Accuracy Advanced MD)

• Medicaid & Medicare Billing Guidelines

EDUCATION

Cecilia Senior High School – High School – Cecilia, La- Graduated 1999 Cosmetology Training Center- Cosmetology Training Center – Lafayette, La – Graduated 2001 Acadiana Area Career College – Dental Assistant – Carencro, La- Graduated 2010 CERTIFICATIOINS

• Health Care Provider (CPR)

• Radiology Certification

• OSHA Certification (3 Series)

TECHNOLOGY

Microsoft Office Suite, Word, Excel, PowerPoint, Quick Books, PayPal, Express Time PlaySpan, Authorize Net, Team DME, ESelfServe, Zirmed, ILinkBlue, Navi Net, Univita, VMware, Care-Portal, Citrix, Genesys, Cura, Wiki Pages, CPT, ICD-10, HCPCS coding knowledge

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