LaTisha Walker
Jonesboro,GA
Summary
Compassionate healthcare professional with extensive experience in customer service and clinical settings. Ability to thrive in fast paced environments.
Overview
12
12
years of professional experience
Work History
Operations Supervisor
Firstsource Solutions
Dallas, TX
09.2021 - Current
- Monitor agents adherence, utilization and call quality performance and implement strategies to encourage improvement.
- Maintain accurate records of employee attendance and performance improvement.
- Prepare reports on operational performance metrics and presented them to management team.
- Conduct regular meetings with agents to deliver company updates and review.
- Assist in the hiring process by conducting interviews and making recommendations for new hires.
- Train new employees on proper job functions and company policies and procedures.
Claims Customer Care Representative
Transamerica Life Insurance Company
Cedar Rapids, IA
08.2023 - 12.2023
- Informed customers about disability, cancer, hospital indemnity and supplemental products or services.
- Answered customer inquiries regarding their claims over the phone and via email.
- Provided customers with information on how to file a claim, estimated time frames for resolution of claims, and policy information.
- Processed new claims by entering data into the system, verifying coverage, and ensuring accuracy of all documents.
- Maintained records of customer interactions by documenting notes in the computer system.
National Admissions Consultant
American InterContinental University
Atlanta, GA
08.2015 - 03.2023
- Conducted outreach activities to promote college applications.
- Assisted undergraduate and graduate students with admissions application, applying for federal student aid and orientation.
- Collaborated with student advising to ensure retention and encourage class participation by meeting with students daily via phone and chat.
- Collaborated with advisors to create individualized academic plans for students based on their educational goals.
- Acted as a liaison between various departments to maximize student support.
Chart Retrieval Specialist
Change Healthcare
Alpharetta, GA
03.2021 - 09.2021
- Placed outbound calls to hospitals, doctor's offices, mental/behavioral health facilities to retrieve member charts on behalf of various health plans for chart review.
- Scheduled fax, e-mail, mail, secure drop box and on-site appointments for member chart retrieval.
- Documented call outcomes using OPM system.
Behavioral Health Case Manager
Family Ties Inc.
Atlanta, GA
01.2014 - 05.2015
- Communicated directly with clients and family members via telephone or home visits to provide client-focused services required by treatment plan
- Linked clients to resources in the community appropriate to clients needs
- Implemented coping exercises and skill building techniques to strengthen mental health and behavioral change
Case Manager
Seraaj Family Homes Inc.
Montgomery, AL
06.2012 - 08.2014
- Conducted intake assessments of foster homes and children under care.
- Implemented individual and family interventions to foster healthy placement for families
- Attended court hearings to determine the status of childrens placement
- Documented and submitted updates to case records.
Education
Master - Social Work
Clark Atlanta University
Atlanta, GA05.2015
Bachelor of - Social Work
Tuskegee University
Tuskegee, AL05.2014
Skills
- Healthcare Services
- Leadership
- Administrative and support services
- Case management
- Member & Provider Services
- Microsoft Office Expertise
- Inbound and Outbound calling
- Training experience
- Operations Management
- Care coordination
Timeline
Claims Customer Care Representative
Transamerica Life Insurance Company
08.2023 - 12.2023
Operations Supervisor
Firstsource Solutions
09.2021 - Current
Chart Retrieval Specialist
Change Healthcare
03.2021 - 09.2021
National Admissions Consultant
American InterContinental University
08.2015 - 03.2023
Behavioral Health Case Manager
Family Ties Inc.
01.2014 - 05.2015
Case Manager
Seraaj Family Homes Inc.
06.2012 - 08.2014
Master - Social Work
Clark Atlanta University
Bachelor of - Social Work
Tuskegee University