Latoya Ortiz
Kissimmee,FL
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Alight Solutions
12.2020 - Current
- Updated account information to maintain customer records.
- Responded to 403b inquiries from employees relating to enrollments, plan changes and contribution amounts.
- Processed retirement plan distributions and transfers.
- Ensured compliance with ERISA and IRS regulations.
- Answered questions about eligibility determinations and plan options.
- Skilled at working independently and collaboratively in a team environment.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Investigated insurance claims denials and appeals.
- Verified insurance eligibility and coverage for patients.
- Researched and resolved customer ticketing issues to promote satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Navigated multiple computer systems and applications to find information.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Educated customers about billing, payment processing and support policies and procedures.
Medical Records Customer Support Specialist
eHealth Technologies
03.2018 - 12.2020
- Critical Records Retrieval
- Verified accuracy of patient information in medical records.
- Knowledge in systems consisting of salesforce, K2 & doc QA.
- Maintained patient records in compliance with security regulations.
- Uploaded physician progress notes, history, and physicals into electronic medical records.
- Responded to patient inquiries to provide information and details of medical records.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
Administrative Assistant
Robert Half International Inc.
03.2016 - 03.2018
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Scheduled office meetings and client appointments for staff teams.
- Provided support to the Fund Development Department for their yearly fundraising appeal to assist program participants in attending specialized summer camp.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
Legal Assistant
Robert Half International Inc.
03.2016 - 03.2018
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Helped with intake of new clients and materials by setting up files and documenting important information.
- Generated pleadings and other legal documents for review by attorneys and paralegals.
- Managed general clerical needs such as opening and closing files, scanning sheets and faxing documents.
- Scheduled and coordinated meetings between legal teams and clients.
- Prepared drafts of forms, letters and agreements for legal staff use.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Scheduled appointments, court appearances, and depositions for busy law firm.
- Responded to client inquiries to provide accurate legal advice and offer assistance.
Payroll Assistant
Robert Half International Inc.
03.2016 - 03.2018
- Updated employee files with new details such as changes in address or salary levels.
- Maintained employee privacy and protected payroll operations by keeping all information confidential.
- Processed new hire paperwork and documents.
- Maintained payroll information by calculating, collecting, and entering data.
- Verified timekeeping records and handled any discrepancies with employees.
- Audited timesheets and payroll records for accuracy.
- Administered bi-weekly staff payroll and performed special calculations for commissions, reimbursements and benefit deductions.
- Responded to employee inquiries to clarify payroll issues regarding wages, deductions and taxes.
- Determined organizational payroll liabilities to keep employers in compliance with all applicable tax laws and regulations.
- Processed W-2s, 1099s and other year-end reports to remain in compliance with state and federal laws.
- Processed garnishments from creditors or government agencies to meet legal requirements of deducting money from employees' paychecks to pay off debts.
Education
Associate of Arts -
Frederick Community College, United States
High School Diploma -
Flex Evening High School Walkersville
Walkersville, MD03.2007
Skills
- Bilingual in English and Spanish
- Microsoft Office/ Teams
- Microsoft Excel
- CRM Software /EMR/ EPIC
- Active Listening/Problem Resolution
- Collaboration/ Time Management
- Call Center Operations
- Skilled in operation of systems including Light Speed, Go Concierge and Star Guest
- Payroll
- Project Management
Work Authorization
Authorized to work in the US for any employer
Personal Information
Relocation: Anywhere
Timeline
Customer Service Representative
Alight Solutions
12.2020 - Current
Medical Records Customer Support Specialist
eHealth Technologies
03.2018 - 12.2020
Administrative Assistant
Robert Half International Inc.
03.2016 - 03.2018
Legal Assistant
Robert Half International Inc.
03.2016 - 03.2018
Payroll Assistant
Robert Half International Inc.
03.2016 - 03.2018
Associate of Arts -
Frederick Community College, United States
High School Diploma -
Flex Evening High School Walkersville