Chelsey Latson
Jacksonville
Summary
Results-oriented Customer Support Specialist with over seven years in healthcare operations, specializing in care coordination and compliance. Expert at managing high-volume referral requests, maintaining organized records, and ensuring accurate insurance verification. Known for precise service delivery with a 98% accuracy rate, enhancing patient outcomes through effective communication and cross-functional collaboration.
Overview
7
7
years of professional experience
Work History
Referral Guide Specialist
CPAP Medical
Jacksonville
02.2025 - Current
- Checks insurance to obtain pre-certification and benefits information for patients, enhancing care coordination.
- Collaborates with healthcare providers to ensure accurate and complete referral information, improving patient care.
- Manages high-volume referral requests by prioritizing tasks and maintaining organized records.
- Verifies insurance benefits and eligibility for CPAP devices before contacting patients, ensuring compliance.
- Responds to patient inquiries via phone and email, providing timely updates on referral status.
Contact Representative
US Department of Agriculture
Jacksonville
05.2023 - 02.2025
- Used sophisticated interviewing techniques to gather sensitive information, ensuring compliance with reporting requirements.
- Made determinations on individual circumstances, utilizing sound judgment to resolve complex inquiries.
- Developed and analyzed information from records to inform and advise on compliance and regulatory matters.
Processor
Remedy Intelligent Staffing
Jacksonville
05.2022 - 09.2023
- Validated account and application data to support accurate income and scholarship decisions, ensuring compliance.
- Processed 60-80 applications per shift, achieving a 98% accuracy rate while managing high volumes.
- Collaborated with team members to resolve complex client issues efficiently.
Retention Specialist
Bernard BPO
Jacksonville
02.2019 - 11.2022
- Followed a sales method to uncover customer needs and match appropriate services, enhancing customer satisfaction.
- Accountable for results in order volume, accuracy, and quality, meeting quotas for weekly bonuses.
- Assisted customers with payment arrangements, contributing to improved account management.
Customer Service Associate
Jacksonville Electric Authority
Jacksonville
12.2020 - 07.2021
- Handled customer account updates in CRM, reducing errors and improving data accuracy.
- Answered complex billing questions using company systems, minimizing follow-up calls from customers.
- Processed service order changes and resolved inquiries on first contact, enhancing customer experience.
Education
DIPLOMA -
Cornerstone Alternative Charter High School
RemoteSkills
Timeline
Referral Guide Specialist
CPAP Medical
02.2025 - Current
Contact Representative
US Department of Agriculture
05.2023 - 02.2025
Processor
Remedy Intelligent Staffing
05.2022 - 09.2023
Customer Service Associate
Jacksonville Electric Authority
12.2020 - 07.2021
Retention Specialist
Bernard BPO
02.2019 - 11.2022
DIPLOMA -
Cornerstone Alternative Charter High School