Summary
Overview
Work History
Education
Skills
Timeline
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Lisa Staten

TARBORO

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

12
12
years of professional experience

Work History

Patient Service Representative

Spectra Force
02.2023 - Current
  • Handled complex medical insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
  • Investigated medical insurance claims denials and appeals.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Learned and adapted quickly to new technology and software applications.
  • Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.
  • Improved database integrity by regularly updating records to ensure relevancy and accuracy of information.
  • Completed data entry tasks with accuracy and efficiency.
  • Scanned documents and saved in database to keep records of essential organizational information.

Healthcare Customer Service Representative

United Healthcare Group
11.2021 - 02.2023
  • Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
  • Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.

Retention Specialist/Customer Service Representative/ Billing/Sales Associate

CenturyLink
05.2016 - 11.2021
  • Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Customer Service Representative/ Billing/Sales Associate

West Corporation/ Alorica
02.2012 - 05.2016
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Education

High School Diploma -

Southwest Edgecombe High School
Pinetops, NC
05.1999

Skills

  • Eligibility Determination
  • Medical Terminology
  • HIPAA Compliance
  • Document Preparation
  • Medical Billing
  • Data Entry
  • Technical Support
  • Patient Confidentiality and Data Security
  • Documenting and Recording Information
  • Computer Proficiency
  • Conflict Resolution
  • Customer Service

Timeline

Patient Service Representative

Spectra Force
02.2023 - Current

Healthcare Customer Service Representative

United Healthcare Group
11.2021 - 02.2023

Retention Specialist/Customer Service Representative/ Billing/Sales Associate

CenturyLink
05.2016 - 11.2021

Customer Service Representative/ Billing/Sales Associate

West Corporation/ Alorica
02.2012 - 05.2016

High School Diploma -

Southwest Edgecombe High School

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Lisa Staten