LASUNDA JONES
Murfreesboro
Summary
Customer-focused Care Specialist with 20 years of experience working in customer service. Talented in successfully providing legendary service using integrity and knowledge. Organized, professional and quickly respond and resolve any complaints.
Overview
16
16
years of professional experience
Work History
MANAGE CARE SPECIALIST III
STATE OF TENNESSEE
Nashville, TN
02.2017 - Current
- Trained and monitor new hire colleagues
- Make determination on continue services based on information collected from case worker
- Maintained compliance with all regulations pertaining to confidentiality, privacy, and documentation requirements
- Contributed to a positive work environment through effective teamwork and open communication with colleagues across departments
MANAGE CARE SPECIALIST II
STATE OF TENNESSEE
Nashville, TN
12.2015 - 02.2017
- Process new client’s applications
- Fax and email documents to program manager and other departments
- Make follow up phone calls to verify information and services needed
CUSTOMER SERVICE REP
WOODMAN LIFE
Bolivar, TN
08.2012 - 07.2015
- Operated basic office equipment: Computer, fax machine, multi-line phone system
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
MEDICAL BILLER
APRIA HEALTHCARE
Jackson, TN
08.2011 - 08.2012
- Posted payments and collections on regular basis
- Collected payments and applied to patient accounts
- Verified insurance of patients to determine eligibility
- Filed and updated patient information and medical records
- Communicated with insurance providers to resolve denied claims and resubmitted
- General office duties;including but not limited to faxing, data entry, filing, and operated multi-phone system
- Accurately entered patient demographic and billing information in billing system to enable tracking history and maintain accurate records
CUSTOMER SERVICE REP
D.A. CHILD SUPPORT OFFICE STATE OF TENNESSEE
Bolivar, TN
08.2008 - 07.2011
- Mail processing, multi-line phone, data entry, faxing, copying documents, emailing case workers
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
Education
Certificate - Accounts Receivable
Apria Healthcare
Jackson, TN12.2011
Certificate - Information Processing And General Office Skills
Whiteville Vocational Technology Center
Whiteville, TN04.2009
Skills
- Proficient in the use of computers, including accounting software, database software, document management software, and Microsoft Office
- Strong communication skills; ability to interact productively with supervisors, peers, and subordinates
- Superb organizational skills
- Skilled in customer service and account management
- Experience in time management
- Excellent computer skills include (EXCEL, WORD, INTERCHANGE, ACCENT, & SOLQ)
Additional Education
WHITEVILLE VOCATIONAL TECHNOLOGY CENTER, WHITEVILLE, TN, Certification in Information Processing and General Office Skills, 02/08, 04/09
References
PROFESSIONAL REFERENCES AVAILABLE UPON REQUEST
Timeline
MANAGE CARE SPECIALIST III
STATE OF TENNESSEE
02.2017 - Current
MANAGE CARE SPECIALIST II
STATE OF TENNESSEE
12.2015 - 02.2017
CUSTOMER SERVICE REP
WOODMAN LIFE
08.2012 - 07.2015
MEDICAL BILLER
APRIA HEALTHCARE
08.2011 - 08.2012
CUSTOMER SERVICE REP
D.A. CHILD SUPPORT OFFICE STATE OF TENNESSEE
08.2008 - 07.2011
Certificate - Accounts Receivable
Apria Healthcare
Certificate - Information Processing And General Office Skills
Whiteville Vocational Technology Center