LASHELLE L. PATTERSON
CONTACT# - 🕐 EMAIL-🕐 UPTOWN CHICAGO, 60640
CUSTOMER/PATIENT SERVICES REPRESENTATIVE
Hardworking Driven Business Professional with 17 years experience in Admin Clerical, Customer Service,
Market Research/Data Entry and Technical support with great communication skills including interpersonal,
multitasking, teamwork and collaboration skills, a talent for quickly mastering technology and accustomed to
handling sensitive data and confidential records while adhering to company policies/procedures.
EMPLOYMENT HISTORY
Advocate Medical Group - Patient Services Representative (08/18 – Present)
● Handling high inbound call volume in order to register Advocate patients into EPIC by obtaining
patient demographical data, contact information, insurance information and medical history
● Demonstrating excellent patient communication skills by assessing patient’s needs and fulfilling their
specific request with regard to all aspects of providing medical services for Advocate patients
including scheduling clinic visits, immunizations, minor procedures, annual physicals/well visits and
urgent/same day visits.
● Gathering documentation and submitting request for patient referrals and orders and also submitting
the information to patient’s primary care physicians and their clinical pool
● Maintaining customer satisfaction by facilitating excellent work & patient relationships with medical
office doctors and staff preparing messages regarding medication refills and paging the doctors for
healthcare representatives regarding patients.
● Transferring calls and contacts to registration, medical assistants, health advisors, nursing staff
and other internal partners when necessary.
AEX & Mo Transportation - Medical Transportation Driver (03/17 – 06/18)
● Transporting up to 15 clients daily to and from dialysis, cancer treatment centers, hospitals, clinics
and doctors’ offices executing route in a prompt and professional manner
● Maintaining professionalism in articulating, communicating, and handling non-complex records of
Medicaid patients, pick-up sites, and delivery times to ensure transport of patient in correct locations
● Maintaining a safe and secure work environment by following standards of the Department of Health
& Hospitals, LogistiCare and AEX /Mo’s Medical Transportation’s regulations
● Maintained low wait times by contacting clients and or facility to get projected endtimes for visits
● Maintained excellent customer satisfaction rating by facilitating excellent work & patient relationships
as well as exemplifying empathy and compassion while interacting with patient family members
Independent Contractor - UBER & Waitr (11/14 – 3/17) New Orleans & Covington, LA
●
●
●
●
Promptly receiving and delivering restaurant food orders to customers and businesses in efficient
manner & performing daily pre-trip safety inspections on all equipment
Verifying & completing required daily documentation and reports while adhering to dispatch
instructions regarding delays, arrivals, and equipment problems
Communicated with customers to determine pick-up or delivery needs
Completed deliveries applying a knowledge of all applicable laws/regulations safety standards as well
as company policies/procedures
Independent Contractor - Menu Delivery Service (08/12-11/16) Covington, LA
●
●
Promptly communicating with dispatch by viewing and accepting orders through Wisdom GPS on
Smartphone from 40 local areas restaurants for delivery
Providing excellent customer service by interacting with local restaurants regarding verifying orders
LaShelle Patterson
●
●
●
and resolving any issues or concerns
Acquiring and delivering orders to customers in efficient manner to ensure customer satisfaction
Maintaining business-related expenses, including vehicle payments, fuel, taxes, insurance and
vehicle maintenance
Retaining comprehensive knowledge of all common delivery routes and changes in traffic patterns
Manpower - Inbound CSR Agent (06/2012 – 12/2012) Hattiesburg, MS
●
●
●
Conferring with customers via telephone providing account information about products or services for
Walmart.com customers handling 75-100 calls per day.
Entering orders, checking order status, shipping information or canceling accounts ensuring that
appropriate changes were made to resolve customers' problems within 7 minute or less call time.
Updating records of customer interactions or transactions, recording details of inquiries, complaints,
or comments, as well as other actions taken into customer account.
Staffmark Investments - Receptionist/Data Entry (02/11 – 06/12) N. Little Rock, AR
●
●
●
Handling phone operations, scheduling appointments, greeting visitors and guest, creating, typing
and disseminating correspondence & emails, effectively operating office equipment for local area
ammunition plant
Operating keyboard & other data entry devices to enter data downtimes & production for industrial
company in time sensitive and accurate manner,
Keying code traceability utilizing MS Access software, keying scrap ticket data into SAP database to
generate production reports, and creating files for new and terminated employees.
US Census Bureau - Enumerator - (04/10-07/10) Hammond, LA
●
●
Conducting interviews with residents in assigned areas by following stringent guidelines and
confidentiality laws, explaining the purpose of the census interview gathering and recording data on
census forms for 2010 Census
Maintaining records for verification, complying with accuracy standards while maintaining high
production rates and records of hours worked.
Liberty Restoration CDC - Program Manager (07/08 – 05/10) Hammond, LA
● New Direction Training Services(Program Manager), IDA Education Program (IDA) administrator,
Employment Specialist—completing applications & interviewing clients for Louisiana Rehabilitation
Program (LRS), case management & conducting Life Skills, Job Readiness and OSHA Construction
training & group sessions
● Office Assistant for Drug/Alcohol Rehabilitation services program handling phone operations &
completing billing
● Transportation technician for faith based non-profit organization transporting clients to and from
group sessions, appointments and court appearances
Options Incorporated - Program Specialist (04/07- 07/08) Hammond, LA
●
●
●
Conducting primary and corresponding statistical analysis in order to represent contextual realities
identify best practices for Developmentally Delayed clients of state facility for disabled persons
Collaborating with CEO, COO & staff, to identify critical indicators of effective operations and
performance
Providing high level administrative support by preparing statistical data reports and handling
information request and maintaining state licensures and client policies
Southeastern University - Administrative Assistant (10/03 – 02/07) Hammond, LA
●
Performing clerical functions such as typing letters, preparing correspondence, arranging
conference calls, scheduling meetings, conducting inventory & ordering supplies
Page 2
LaShelle Patterson
●
●
Preparing budgets & remittance reports, preparing payroll, , preparing student files utilizing MS
Access and completing state reports to be sent to Department of Education
Interviewing, hiring and supervising student workers for Upward Bound program which prepared
entitled students for successful college career.
Protocol - Customer Service Representative Call Center (04/02 – 10/03) Covington, LA
●
●
●
Assisting customers with orders / inquiries / problems / complaints, reviewing and resolving
customer service issues appropriately, timely and delicately,
Typing orders giving price quotations, preparing preliminary paperwork for return
Achieving and maintaining superior customer satisfaction in accordance to Protocol Inc.’s policies
and procedures.
Service Zone - Computer Technician Call Center (10/00 – 04/02) Bogalusa, LA
●
●
●
Duties included functioning as desktop support specialist installing and testing PCs, fixing
performance issues, diagnosing hardware/software related problems,
Troubleshooting, maintaining and repairing all peripherals, new-age storage devices, add on sales,
creating and checking status of orders,
Maintaining record of hours worked and detailed description of work orders, answering customer
inquiries and providing excellent customer service.
EDUCATION
12/2006 SOUTHEASTERN LOUISIANA UNIVERSITY
(General Business) Hammond, LA
05/1990 FRANKLINTON HIGH SCHOOL
Diploma (General Studies) Franklinton, LA
CERTIFICATIONS
Chauffeur's License 2008
OSHA Outreach Trainer 2009
Money Management Certification FDIC 2010
HMIS Rapid Development Certification 2010
DOT Medical Certification 2016
CPR Adult/AED Certification 2016, 2017
Defensive Driver 4 Certification 2016, 2017
EPIC 2018
Flowcast 2018
Sharepoint 2018
AdvocateWorks 2019
NICEinContact 2019
ASSOCIATIONS
AMA (American Management Association) 2010 - Present
ASAP (American Society of Administrative Professionals) 2010 – Present
OTHER COMPETENCIES
Available to work holidays and weekends, available to work any shift, willing to work overtime, willing to
relocate, authorized to work in US and equip & able to work remotely
REFERENCES
Available Upon Request
Page 3
