Letitia Tyler
Columbus,Ohio
Summary
Dedicated management professional with 7+ proven years of effective supervisory leadership within high pressure environments. Skilled communicator adept at training and organizing teams with a sincere passion for positive team building and efficient company operations.
Overview
20
20
years of professional experience
Work History
Patient Care Coordinator
Kindred Hospice
03.2022 - 03.2024
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Responded to patient concerns or questions while being helpful and objective in manners involving physician, mid-level, or supervisor as appropriate
- Obtained insurance pre-certification as needed for diagnostic procedures, treatment, medication, or surgery
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the facilities.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Collaborated with interdisciplinary teams to create seamless transitions between various stages of treatment plans, enhancing continuity of care.
- Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources.
- Facilitated communication between patients and various departments and staff.
- Provided excellent customer service to patients and medical staff.
Cargo Customer Service Manager
Swissport Cargo Services
11.2018 - 02.2022
- Expedite and route movement of incoming and outgoing cargo and freight shipments for airline, including but not limited to cargo and live animals and pets
- Answered multi-line phone system, filed proper documentation for all inbound and outbound cargo and animals
- Prepared animals for pick up by owners when flight arrives
- Scheduled flights and answered any questions consumer may have regarding traveling of their pets
- Problem solved all issues that customers had to ensure all parties were satisfied with company’s policies and procedures and resolution offered .
Member Service Associate
Fidelis Care N.Y.
03.2016 - 10.2018
- Service Medicaid, Child Health Plus and Essential plan members with monthly premium inquiries, locating and assigning primary care physicians, and specialists as well as assisting with medical claims and authorization statuses
- Verify members insurance status by utilizing Medicaid’s epaces tool and 834 tools from New York State of Health
- Sending prospective new members to current lead member to further assist them with signing up for healthcare services.
- Completing all necessary paperwork, documentation, member requests and inquiries
- Taking member complaints; probing and researching information being provided; following-up with members when appropriate; attempting to resolve difficult situations to ensure member satisfaction
- Update and verify demographics, verify current primary care physician capitation status.
- Learned internal systems and related service role duties to provide skilled team backup in handling members demands.
- Provided ongoing support to existing members, keeping them informed of policy changes or new offerings.
Patient Liaison- Patient Care Coordinator
NSLIJ Plainview Hospital
09.2015 - 01.2017
- Managed sensitive patient information with strict adherence to HIPAA guidelines, ensuring confidentiality at all times.
- Act as intermediaries to hospital administrators on behalf of patients and their families
- Enhanced patient satisfaction by addressing concerns and providing timely resolutions in a professional manner.
- Make rounds in Emergency Department to check on patient needs
- Provided product/services information by utilizing multiple resources
- Trained new Patient Liaison staff members, ensuring they were well-equipped to provide exceptional service and support to both patients and healthcare teams.
- Streamlined communication between patients, healthcare providers, and administrative staff for improved care coordination.
- Conducted regular follow-up calls with discharged patients to monitor progress and provide additional support as needed.
- Coordinated special events for patients and their families, fostering a sense of community within the healthcare setting.
- Assisted with the development of patient education materials to promote better understanding of treatment plans and options.
- Contributed to the development of internal training programs designed to improve staff knowledge on effective patient liaison strategies.
- Evaluated feedback from both patients and staff members in order to identify areas requiring further attention or improvement efforts.
- Ensured positive patient experiences by maintaining a welcoming and supportive environment at the facility.
Part Time Office Assistant
Firmgrip Business Center
01.2013 - 01.2016
- As an Office Assistant, I scheduled all appointments and studio sessions for our clients
- Performed daily schedules, progress report sheets, inventory for all office supplies
- I answered multi-line phone system with a high call volume, made all payroll and bank deposits while supervising a staff of 9
- Also, handled currency transactions for retail and phone purchases
- Also, operated a NYS lottery Machine, MoneyGram wire and payment transactions.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
Unit Service Associate
NSLIJ Glen Cove Hospital
09.2014 - 09.2015
- Responded to patient calls and emails to answer questions about appointments and medications.
- As a Unit Service Associate in Telemetry, CCU and RMU my duties include picking up and putting in doctors’ orders, patient admissions and assign beds, discharge patients, assemble and disassemble medical charts
- Handled high-volume calls, effectively addressing patient needs while maintaining professionalism.
- Actively participated in team meetings, sharing valuable insights for process improvements and best practices adoption.
- Enter lab orders, nutrition orders, have transport forms ready when required
- Keep track of medication records, labs, and stat orders
- Answer multi-line phone system and transfer patient calls to their rooms, filing, faxing and maintain patient census reports throughout the day
- Schedule consults for specialty doctors
- Prepare and maintain various statistical data.
- Consistently met or exceeded performance metrics related to call quality, handle time, and issue resolution rates.
Medical Records/Call Center Rep. /Patient Service Rep.
Queens Long Island Medical Group
07.2004 - 12.2014
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to our members.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Submit billing data to insurance providers.
Education
High School Diploma -
Far Rock High School
Far Rockaway, NY06.1993
Certificate of Business Administration& Management - Business Administration And Management
Global Business Institute - Far Rockaway
Far Rockaway, NY03.1996
Associate in Criminal Science - Criminalistics And Criminal Science
University of Phoenix
Online05.2026
Skills
- Critical Thinking Skills HIPAA Compliance Attention to Detail
- Appointment Scheduling Insurance Verification Organizational Skills
- Patient Relations Patient confidentiality Office Administration
- Patient Care Coordination Medical Terminology Relationship Building
- Verbal and written communication Patient Outreach and Follow-Up
- Creative Problem-Solving Communicating to Patients and Families
- Conflict Resolution Explaining Policy and Procedures
- Claims Handling and Coverage Verification
- Insurance Forms Processing
- Building Rapport and Credibility
- Health Information Access Management
References
Furnished Upon Request
Timeline
Patient Care Coordinator
Kindred Hospice
03.2022 - 03.2024
Cargo Customer Service Manager
Swissport Cargo Services
11.2018 - 02.2022
Member Service Associate
Fidelis Care N.Y.
03.2016 - 10.2018
Patient Liaison- Patient Care Coordinator
NSLIJ Plainview Hospital
09.2015 - 01.2017
Unit Service Associate
NSLIJ Glen Cove Hospital
09.2014 - 09.2015
Part Time Office Assistant
Firmgrip Business Center
01.2013 - 01.2016
Medical Records/Call Center Rep. /Patient Service Rep.
Queens Long Island Medical Group
07.2004 - 12.2014
High School Diploma -
Far Rock High School
Certificate of Business Administration& Management - Business Administration And Management
Global Business Institute - Far Rockaway
Associate in Criminal Science - Criminalistics And Criminal Science
University of Phoenix
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