Queenliz Lyonga
@queenlizlyonga
Customer Support Specialist with 5+ years in healthcare, delivering accurate, empathetic service and process excellence.
United StatesWhat I'm looking for
I’m a Customer Support Specialist with over 5 years of experience delivering exceptional service and operational support across healthcare, retail, and administrative environments. I combine empathy, strong communication, and technical proficiency to manage high volumes of inbound and outbound requests while maintaining accuracy and compliance.
In my healthcare roles, I verified insurance coverage and eligibility through portals such as Aetna, Cigna, Evernorth, UnitedHealthcare, Medicare, and Availity, ensuring HIPAA-aligned documentation and improving patient satisfaction. As a Patient Care Coordinator at HarmonyCares, I managed patient scheduling for appointments and follow-ups and helped reduce wait times by 90%, while handling 50+ calls daily and creating individualized care plans based on assessments.
Most recently, I’ve been supporting durable medical equipment (DME) orders by processing and tracking patient orders, collaborating with vendors and providers to resolve documentation gaps, and troubleshooting delays to prevent disruptions in care. Earlier technical experience at Kaiser Permanente strengthened my customer-service mindset through troubleshooting, security best practices, and resolving almost 95% of trouble tickets without escalating.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Tanktech Solutions
Jul 2025 - Present (11 months)
Receive, process, and place patient orders for durable medical equipment (DME), tracking order accuracy and delivery timeliness. Coordinate with vendors and providers to resolve missing documentation and troubleshoot delivery or processing delays while maintaining HIPAA-compliant patient records.
Patient Care Coordinator
HarmonyCares
Jun 2021 - Jun 2025 (4 years)
Managed patient scheduling for appointments and follow-ups, reducing wait times by 90% and coordinating care between physicians, nurses, and clinical staff. Handled 50+ calls daily, performed healthcare assessments, verified insurance coverage and pre-authorizations, and improved patient satisfaction through accurate HIPAA-compliant documentation and follow-up care.
Provider Support Specialist
Capital Care Services
May 2020 - May 2021 (1 year)
Served as a dedicated advocate for healthcare providers by verifying insurance benefits and responding to claim status, eligibility, coordination of benefits, and payment discrepancies. Triaged and resolved complex claim and prior authorization issues, navigating 30+ internal systems while maintaining high accuracy and productivity (35–40+ WPM, 90%+ accuracy).
Technical Client Service Rep
Kaiser Permanente
Jan 2018 - Mar 2020 (2 years 2 months)
Provided end-user technical support by installing and troubleshooting printers, network equipment, and connectivity issues while training users on password creation and network security best practices. Maintained detailed system change records and resolved almost 95% of trouble tickets without escalation through disciplined troubleshooting and timely service-desk coordination.
Education
Degrees, certifications, and relevant coursework
Unknown School
Associate of Science, Computer Information Systems
Degree listed as an A.S. in Computer Information System.
Unknown School
Bachelor of Science, Biological Science
Degree listed as a B.S. in Biological Science.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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