Lakysha Cotton
Bogalusa
Summary
Resourceful Claims Representative known for high productivity and efficient task completion. Specialized skills include claim investigation, negotiation, and customer service. Excel in communication, empathy, and problem-solving to effectively manage claims and support policyholders. Committed to delivering accurate and timely resolutions in fast-paced environments.
Overview
4
4
years of professional experience
Work History
Public Works Office Manager
City of Bogalusa
Bogalusa
01.2023 - Current
- Assisted in recruiting, onboarding, and training new employees.
- Prepared agendas for board meetings, along with taking minutes during sessions.
- Maintained confidential records relating to personnel matters.
- Responded to customer inquiries via phone or email in a professional manner.
- Reviewed contracts for accuracy before signing off on behalf of the company.
- Processed payroll accurately, ensuring all employees were paid on time.
- Supervised staff members, organized schedules and delegated tasks.
- Created spreadsheets in Excel to track data such as vacation requests and sick days.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
Customer Service Representative
Omnicare365
01.2021 - 01.2022
- Performed quality assurance reviews on completed work to ensure compliance with standards.
- Participated in meetings with internal stakeholders regarding changes in policy, procedure, technology.
- Researched discrepancies between submitted documentation and actual records to identify errors or omissions.
- Analyzed and evaluated claim forms, medical reports, bills, and other documents to ensure accuracy of data.
- Identified trends in denials or rejections due to incorrect coding or billing practices by providers.
- Evaluated the validity of assigned claims by verifying that services are medically necessary according to established guidelines.
- Assisted customers via telephone inquiries related to their specific claim status or general questions about the company's services.
- Processed a high volume of incoming claims in accordance with established policies and procedures.
- Managed escalated customer complaints pertaining to denied or delayed payments in a timely manner.
Customer Service Representative
Cognosante, LLC
01.2021 - 01.2021
- rns.
- Developed and implemented strategies to improve customer satisfaction and call quality.
- Monitored customer feedback, identified trends, and reported findings to management.
- Evaluated agents' ability to handle difficult customers or situations appropriately.
- Collaborated closely with other departments such as Training, IT, Sales. to identify opportunities for improvement in processes and procedures related to customer service calls.
- Generated weekly and monthly reports highlighting key performance indicators related to call center operations.
- Participated in special projects related to enhancing customer experience through improved call quality standards.
Education
Early Childhood Development
Northshore Technical Community College
01.2009
General Diploma -
Bogalusa High School
01.2008
Skills
- Document management
- Team supervision
- Data retrieval systems
- Contract administration
- Facility management
- Customer service
- Conflict resolution
- Claims processing
- Contract review
- Problem solving
- Claims trend analysis
- Quality assurance
- Database management
Timeline
Public Works Office Manager
City of Bogalusa
01.2023 - Current
Customer Service Representative
Omnicare365
01.2021 - 01.2022
Customer Service Representative
Cognosante, LLC
01.2021 - 01.2021
Early Childhood Development
Northshore Technical Community College
General Diploma -
Bogalusa High School
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