Lisa Ann Gates

4860 N. Havana Street Spokane, WA 99217

Cell Phone #509-209-1467
E-Mail Address: lg62ed20@westpost.net

SUMMARY OF QUALIFICATIONS
* Strong customer service background and commitment to client satisfaction.
* Ability to diffuse difficult situations with tactfulness and diplomacy.
* Excellent communications skills both written and orally.
* Effective, empathetic listener, creative problem solver.
* Collaborative team member with high standards of ethical integrity.
* Goal oriented, self-motivated professional , committed to excellence.
* Strong customer service background in medical insurance; managed care, self-fu
nded groups.
* Some background in Flexible Spending Accounts, Health Savings Accounts .
RELATED PROFESSIONAL EXPERIENCE
VARIOUS TEMP JOB AGENCIES; PACE STAFFING NETWORK; Seattle; PROVISIONAL STAFFING
; KELLY SERVICES; Spokane, Washington * 2008 to current
* These are all temporary agencies that sent me to various assignments to differ
ent companies
I worked for different insurance companies such as Kitsap Physicians in Bremert
on, WA and
In Spokane; Premera, Guardian Insurance, Molina Healthcare; doing various assi
gnments
From Member Services to working in a Mail Room, to working in Provider Relation
s doing
Data Entry. Most of my jobs in Spokane has been through Kelly Services.
I am also collecting un-employment benefits when there is no work available.
FIRST CHOICE HEALTH ADMINISTRATORS * Seattle, Washington* Third Party Administra
tors
Level II Customer Service Representative * 2003 - 2007
* Courteously and professionally responded to telephone inquires per established
standards, policies and procedures.
* Responded effectively to written correspondence from customers.
* Researched issues taking appropriate actions to resolve them and following thr
ough to satisfactory
Conclusion.
* Provided customers accurate information regarding benefits, providers, claims,
referrals,
Eligibility, pharmacy, etc.
* Documented (on-line) each contact and outcome.
* Maintained and utilized up-to-date information on benefits, policies and proce
dures as necessary.
FIRST CHOICE HEALTH PLAN * Seattle, Washington* Managed Care Plans
Level I Member Service Representative * 1998 - 2002
* Responded to customer/member inquires, issues and concerns in a timely and acc
urate manner.
* Responded to telephone inquires per established standards, policies and proced
ures.
* Researched customer issues and took appropriate actions to resolve them. When
necessary referred
Problems to next appropriate level.
* Provided accurate information regarding benefits providers, claims, referrals,
 eligibility, pharmacy,
Etc.
* Documented (on-line) each contact and outcome.
* Maintained and utilized up-to-date information on benefits, policies and proce
dures as necessary.

PACE STAFFING NETWORK* Seattle, Washington

Patient and Member Service Representative * 1997- 1998
* Various assignments to Stevens Health Network, then First Choice Health Plan M
ember Services
Offered full-time permanent position.
MEDTEMPS* Bellevue, Washington
Member Service Representative * 1996 - 1997
* Assigned to PacifiCare of Washington, a Medical Insurance Company (HMO).
* Utilized Hobbes Software from Reflections, Inc., NICE and CSS Software Databas
e.
* Employ entry for insurance for provider, enrollee, facility and corporate acce
ss database.
* Receive incoming calls from enrollees, providers, labs and hospitals.
* Quote enrollee benefits and document information within 3 - 4 minutes.
* Skillfully handle stressful callers, research claims; handle strict call sched
ule lay-out.
* Follow through with faxed claims, authorizations and requests for information.
* Process open-enrollments and provider-changes and demographic changes
MEDALIA HEALTHCARE NORTHGATE CLINIC * Seattle, Washington
Patient Service Representative * 1995 - 1996
* Answered 8-line phone system in busy 4-physician office.
* Scheduled and coordinated appointments; assisted with emergencies on phone and
in person.
* Greeted and checked in patients at front desk; collected co-pays and recorded
information in daily
Journal.
* Collected and verified complete demographics for insurance and billing purpose
s; entered on
Computer.
* Scheduled Seattle Police Department physical examinations for Medalia Business
Health Division;
Also Laidlaw Bus Drivers and Care Medical DOT examinations.
* Facilitated special patient needs, including sign language and foreign languag
e interpreters.
* Coded Superbills with CPT-9 codes for bookkeeping department..

EDUCATION/TRAINING
AT-HOME PROFESSIONS * Ft. Collins, CO Cumulative GPA 3.36
Medical Billing Course 2001
EDGE Learning Institute * Seattle, WA
Increasing Human Effectiveness Certificate of Recognition
Class through First Choice Health Administrators
PACIFICARE OF WASHINGTON * Seattle, WA
 8-week training course offered by PCW in all Health Care Benefits
Offered by PCW 1996
PIMA MEDICAL INSTITUTE * Seattle, WA
Medical Secretarial Certificate * GPA: 3.8 * 1995
Medalia Healthcare * Seattle, WA
Putting Patients First Seminar * 1996
HEALTHCARE CASH MANAGEMENT SEMINARS, INC. * Renton, WA
Insurance, Collection and Office Management Course * 1996
REFERENCES AVAILABLE UPON REQUEST