Latoya Deans
Kenly,North Carolina
Summary
Dynamic professional with a proven track record at Myriad Genetics, specializing in patient advocacy and interdepartmental cooperation. Knack for leveraging computer savvy and relationship-building skills to enhance customer satisfaction. Achieved significant improvements in patient care and service delivery through innovative trend tracking and caseload management.
Overview
6
6
years of professional experience
Work History
Patient Advocate II
Myriad Genetics
09.2021 - Current
- Assisted patients in understanding individual rights and responsibilities in regards to care, coverage, and payment.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Maintained patient records and updated electronic health systems to safeguard data.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
- Collaborated with cross-functional teams to deliver successful product implementations.
- Analyzed data trends for management team.
- Developed standard operating procedures and internal processes related to program.
Schedule Coordinator
Liberty Healthcare
01.2021 - 08.2021
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Oversaw appointment scheduling and itinerary coordination for both nurses and nursing home facilities.
- Managed patient records, ensuring accuracy and compliance with healthcare regulations and confidentiality standards.
Customer Care Rep/Dispatcher
Siemens Healthineers
08.2018 - 08.2020
- Directed dispatching, routing, and tracking of Field Service team.
- Maintained updated and detailed records of calls in physical and electronic database.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Analyzed customer feedback and provided solutions to improve customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Monitored and tracked dispatch communication systems.
Education
Healthcare Administration/Patient Safety & Quality
SNHU
Skills
- Medicaid knowledge
- Eligibility Determination
- Interdepartmental cooperation
- Caseload Management
- Computer savvy
- Insurance understanding
- Patient advising
- Relationship Building
- Trend tracking
Timeline
Patient Advocate II
Myriad Genetics
09.2021 - Current
Schedule Coordinator
Liberty Healthcare
01.2021 - 08.2021
Customer Care Rep/Dispatcher
Siemens Healthineers
08.2018 - 08.2020
Healthcare Administration/Patient Safety & Quality
SNHU
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