Doria Latham-Hill

• Implemented escalation procedures to effectively handle time-sensitive issues.
• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.
• Assisted in recruiting, hiring and training of team members.
• Oversaw day-to-day business operations by fostering deep professional relationships with clients and students.

• Currently dispatching loads under contract with Hillman Trucking Company
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms
• Closely monitored dispatch board to triage and prioritize over 50 daily calls
• Directed all dispatching, routing and tracking of 8 fleet vehicles
• Evaluated and adjusted over 8 routes based on daily needs, available workers, traffic hazards and weather conditions
• Responded to over 10-15 daily caller requests with information about assistance and time frames
• Kept detailed track of all available field personnel and all in-progress and completed calls
• Processed orders, ran bulk pick sheets, processed and printed invoices and created daily shipping logs
• Established long-term customer relationships through prompt and courteous service

• Populus Group / Anthem Responsible for providing initial contact between distinct Care Management programs and specific identified members
• Primary duties may include, but are not limited to: Gathers and records appropriate member information in accordance with policies and procedures via telephone
• Encourages members to participate in Care Management programs by outlining program features/value and explaining available services
• Records call details and utilize call scripts as needed based on client requirements
• Directs member inquiries to appropriate clinical staff
• Initiates referrals and manages consults from clinicians for participants registered in Care Management
• Gathers information from hospitals, health plans, physicians, patients, vendors and other referral sources
• Contacts physician offices to obtain demographic information or related data as needed
• Mentors less experienced Health Program Advocates
• Utilized Facets, Macess, and maintain multiple spreadsheets and dedicated inboxes
• Responded to customer requests via telephone and email
• Verified data integrity and accuracy

• Customer Service Specialist I analysis multi-level patient financial accounts and resolves advanced customer issues This position requires instilling confidence and trust and demonstrating operational excellence when communicating to the public
• Outbound collections on past due statements, and also Inbound Customer Service
• Addressed patient questions on treatment administered, billing, claims, payment plans and Charity/Grant Programs
• Resubmitted claims that were billed incorrectly, and also researched patient chart notes when there were concerns on treatment
• Explained billing procedures of Baylor Scott & White, and also built payment plans to help with financial issues

Unpacks and Examines incoming shipments, rejects damaged items, records shortages and corresponds with shipper to rectify damages

• Maintains inventory of shipping materials and supplies
• Answers and triage incoming calls, makes local deliveries and cashes out pick up patients
• Also responsible for other light filing duties and for the maintenance and cleanliness of the pharmacy
• Working closely with the counselors and patients of Prism Health which was located next door to the Pharmacy
• I was very involved with the care and maintenance of patients when it came to obtaining their medications
• I worked closely with the counselors and physicians in obtaining approval for grants and programs that each individual patient may qualify for
• Also, I did patient follow up to make sure that the patients were ordering and picking up their medications on time to avoid a gap in treatment