LaShea Lanier
Baltimore
Summary
- Dynamic Clinical Customer Service Representative with a proven track record at The Johns Hopkins Hospital, excelling in conflict resolution and patient communication. Recognized for enhancing patient experiences through empathetic support and strict HIPAA compliance, consistently achieving performance metrics and fostering collaboration among healthcare teams.
- Clinical professional with robust background in customer service within healthcare settings. Skilled in resolving patient concerns and providing clear communication to enhance patient experiences. Known for strong collaboration with team members and adaptability to changing environments, ensuring reliable support and consistent results.
Overview
3
3
years of professional experience
Work History
Clinical Customer Service Representative
The Johns Hopkins Hospital
05.2022 - Current
- Provided empathetic support for patients experiencing difficulties, fostering a positive customer service experience.
- Contributed to team success by consistently meeting or exceeding performance metrics related to call handling and issue resolution.
- Collaborated with healthcare professionals to ensure timely resolution of patients'' concerns and improved overall experience.
- Facilitated successful communication between patients and healthcare providers by acting as a liaison when necessary, ultimately improving care coordination.
- Managed sensitive patient information with strict adherence to HIPAA regulations, ensuring confidentiality and data security.
- Identified and initiated problem resolution by updating and delegating actions to teammates.
- Answered and directed phone calls, filed documents, and performed data entry.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Doctor's Office Assistant
Suyi Park MD
05.2024 - 03.2025
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Provided prompt, polite and professional in-person and telephone customer service.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
- Restocked each medical room with adequate supply of medications and supplies in preparation for patients.
- Performed various administrative tasks by filing, copying and faxing documents.
Medical Office Assistant
Suyi Park MD
05.2024 - 03.2025
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
Education
High School Diploma -
The Baltimore City College High School
Baltimore, MD06-2018
No Degree - Mortuary Science
The Community College of Baltimore County
Catonsville, MDSkills
- HIPAA compliance
- Conflict resolution techniques
- Professionalism and discretion
- Strong communication
- Customer service
- Registration and admissions
- Paging systems
- Patient identity verification
- Understanding customer needs
- Calm under pressure
- Active listening
- Effective communication
Timeline
Doctor's Office Assistant
Suyi Park MD
05.2024 - 03.2025
Medical Office Assistant
Suyi Park MD
05.2024 - 03.2025
Clinical Customer Service Representative
The Johns Hopkins Hospital
05.2022 - Current
High School Diploma -
The Baltimore City College High School
No Degree - Mortuary Science
The Community College of Baltimore County
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