Josette E Lawrence has over 10 years of experience in healthcare customer service and administration. She currently works as a Customer Service Health Care Specialist at Kaiser Permanente, where she assists members with claims, eligibility, and benefits coverage inquiries. Previously, she has held roles providing technical support, customer service, and account resolution at organizations such as Global Payments, Bank of America, and ChartOne. Lawrence is pursuing a Paralegal Studies degree and holds certificates in Project Management and Medical Terminology from Colorado Technical University.

1. JOSETTE E LAWRENCE
7204 Chippenham Place #304 ~ Baltimore, MD 21244
443-916-8790 elodie.b.lawrence@gmail.com
QUALIF ICA T IO NS
Energetic and dedicated health care customer service professional with extensive knowledge
of Medicare policies and regulations. Seasoned in providing friendly, effective and
empathetic customer service. Superior interpersonal, organizational and collaboration skills.
Proficient in the Microsoft Office Suite, benefits procedures and health insurance systems.
P ROFES S IONA L EXP ERIEN C E
KAISER PERMANENTE, Fulton, Maryland 11/2011 – Present
Customer Service Health Care Specialist
 Provide friendly and thorough customer service to meet the unique needs of individual callers.
 Assist Kaiser Permanente members and healthcare providers with inquiries regarding claims
processing, eligibility, and benefits coverage.
 Communicate with Medicare recipients and assist individuals in understanding how Medicare benefits
are coordinated with Kaiser benefits.
 Monitor internal policies and procedures to ensure compliance with federalMedicare regulations.
 Assist in training Kaiser staff in handling complaints and providing excellent customer service.
 Top employee and performer award,2013.
 Top quality assurance award,2014.
GLOBAL PAYMENTS, INC.,Owings Mills, MD 01/2010 – 11/2011
Technical Support Specialist
 Provided excellent inbound and outbound service and technical support to a diverse range of clients.
 Researched a diverse range of credit card chargeback claims for small companies and corporations.
 Reviewed transaction histories with clients and explained charge dispute processes.
 Assisted merchants and vendors in obtaining voice authorizations for Visa and MasterCard.
BANK OF AMERICA, Baltimore, Maryland 08/2009 – 11/2009
Teller
 Assisted customers with account inquiries, transactions and deposits.
 Provided individualized suggestions for new accounts, credit cards,checking and savings options, and
lines of credit.
 Provided superior customer service and professional communications with all customers.

2. CHARTONE, Irving, Texas 06/2008 – 06/2009
Customer Care Associate
 Aided clients in understanding and resolving outstanding health insurance provider accounts.
 Provided customized solution plan options via telephone in an effort to help clients settle accounts.
 Assisted in all phases of account resolution including negotiating with insurance providers in
establishing contracts for clients that lowered account balances and set up flexible payment options.
 Experience in helping to settle accounts where individuals owed over $20,000.
 Established and maintained positive relationships with large insurance providers.
EDUCAT ION & TRAIN IN G
COLORADO TECHNICAL UNIVERSITY,Colorado Springs, Colorado
Project Management Certificate, (2013)
Medical Terminology Certificate, (2013)
THE COMMUNITY COLLEGE OF BALTIMORE COUNTY,Baltimore, Maryland
Paralegal StudiesMajor, (Expected graduation: 2015)