Lacie S. Jones
Florence
Summary
Customer engagement specialist focused on enhancing client satisfaction through customized solutions and proactive outreach. Proven ability to implement tools that elevate customer experiences and retention rates. Collaborates effectively with teams to resolve issues while upholding high service standards across various communication channels.
Overview
13
13
years of professional experience
Work History
Customer Support Specialist
CVS - AETNA
Remote
08.2025 - Current
- Facilitated implementation of new tools to enhance customer experience.
- Identified customer needs and provided proactive solutions to improve satisfaction and retention.
- Documented customer interactions and feedback in CRM systems, ensuring thorough record-keeping.
- Delivered high-quality support via phone, email, and chat for timely inquiry resolution.
- Collaborated with team members to efficiently address and resolve issues.
- Followed up with customers post-resolution to verify satisfaction with outcomes.
- Compiled comprehensive reports on customer feedback for management review.
Patient Outreach Specialist
GRAIL
Remote
06.2024 - 09.2025
- Explained galleri test details to patients referred by healthcare providers.
- Conducted outbound calls for appointment scheduling, care reminders, and treatment plan follow-ups.
- Collaborated with healthcare professionals to improve outreach initiatives.
- Monitored care plans continuously, documenting interventions and suggesting necessary adjustments.
- Analyzed outreach data to identify trends and inform strategy modifications.
- Tracked pledges, phone calls, and canvassing activities using spreadsheets.
- Automated document flow to ensure accurate recording and confidentiality of client information in database systems.
Patient Access Specialist
AmerisourceBergen Lash Group
Fort Mill
10.2018 - 05.2024
- Facilitated efficient patient registration and insurance verification processes.
- Coordinated communication among patients, healthcare providers, and insurance companies.
- Assisted patients in understanding benefits and coverage options clearly.
- Processed patient information while maintaining accurate electronic health records.
- Supported cross-functional teams to ensure seamless delivery of patient access services.
- Applied HIPAA privacy and security regulations when handling patient information.
- Performed data entry for registrations, including demographic information input into the system database.
- Resolved registration issues related to eligibility verification and authorization challenges.
Administrative Assistant
LPL Financial
Charlotte
04.2015 - 09.2018
- Managed documentation and prepared reports for compliance reviews and audits.
- Maintained organized filing systems for confidential client records.
- Collaborated with team members to streamline administrative processes.
- Entered data into spreadsheets using Microsoft Excel and similar programs.
- Handled confidential documents according to established protocols.
- Composed correspondence, including letters, memos, reports, and presentations as required.
- Managed database systems containing customer contact information.
- Processed invoices for payment using accounting software applications.
Caseworker
Department of Social Services
Charlotte
10.2014 - 03.2015
- Coordinated resources and services for diverse client populations to enhance support delivery.
- Conducted regular follow-ups to ensure adherence to service plans and compliance standards.
- Accurately documented case notes in case management systems to maintain comprehensive records.
- Provided crisis intervention support to clients in distress, ensuring timely assistance.
- Educated clients on available social services and benefits eligibility, facilitating informed decisions.
- Collaborated with multidisciplinary teams to improve client support services and outcomes.
- Developed individualized service plans based on client strengths and identified needs.
- Created monthly reports summarizing caseload activities for supervisor review.
Mail Clerk
ADP
Florence
04.2013 - 09.2014
- Sorted mail by department and priority for prompt distribution.
- Efficiently processed incoming and outgoing mail, ensuring accurate delivery.
- Inspected outgoing mail for accuracy before distribution.
- Utilized electronic scale to accurately weigh items and determine shipping costs for timely dispatch.
- Managed inventory of mailing supplies to ensure availability for efficient mail processing.
- Maintained detailed records of all mail transactions and deliveries.
- Generated reports on mailroom activities to track package deliveries and improve operational transparency.
Education
BACHELOR'S DEGREE - Arts in Social Science
Allen University
Columbia, SC05-2012
Skills
- Customer support tools
- Support ticket management
- Customer feedback analysis
- Complaint handling
- Customer follow-up
- Patient communication
- CRM software expertise
- Data entry accuracy
- Documentation management
- Billing assistance
- Compliance adherence
- Time management
- Multitasking and organization skills
- Team collaboration
- Active listening
- Communication skills
- Empathy and patience
- Conflict resolution
- Problem solving
- Analytical thinking
- Decision making
- Adaptability and flexibility
- Email communication
- Multitasking and organization skills
Languages
English
Professional
Timeline
Customer Support Specialist
CVS - AETNA
08.2025 - Current
Patient Outreach Specialist
GRAIL
06.2024 - 09.2025
Patient Access Specialist
AmerisourceBergen Lash Group
10.2018 - 05.2024
Administrative Assistant
LPL Financial
04.2015 - 09.2018
Caseworker
Department of Social Services
10.2014 - 03.2015
Mail Clerk
ADP
04.2013 - 09.2014
BACHELOR'S DEGREE - Arts in Social Science
Allen University