ELLISSE LATTIN
Healthcare representative
Los Angeles,CA
Summary
Highly motivated resource with deep healthcare and customer service experience looking to build a long-term career with an organization. Very detailed oriented and organized with a focus on results. Ability to proactively identify problems, re-evaluate and make decisions. Experience working collaboratively in teams or autonomously with an emphasis in quality assurance and talent development. Strong leadership skills with the ability to take charge in fast paced, challenging environments with 7 years experiences working with a large insurance carrier.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Kaiser Permanente
Los Angeles, CA
09.2013 - Current
- Consistently provided quality exceptional resulting in excellent customer service to external & internal Physicians
- Consistently provided positive customer experiences in professional and highly ethical manner
- Analyzed demographics to verify patient accounts, records, and insurance information ensuring Personal Identifying information is kept secure
- Communicated professionally both orally and written to patients, Medical staff and Physicians
- Established and maintained courteous, effective, and cooperative relations with the public, patient and outside organizations
- Assessed the needs of customers by actively listening and asking probing questions to determine the nature or urgency of situations to ensure the appropriate course of actions is taken
- Acted as call center liaison for customer inquiries and concerns while provided superior quality & memorable customer experience focusing on achieving department performance indicators
- Participated in training and mentoring new hire trainees
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Special Education Assistant
Los Angeles Unified School District
Los Angeles, CA
09.2008 - 08.2016
- Assisted special education teachers to provide support to students with disabilities in general and special education curriculum
- Monitored student behavior/focused, especially that of special education students and redirected student attention during lessons
- Provided, documented and oversaw testing accommodations for special education students
- Provided support services and interventions directly to students
- Assisted students in or out of classrooms settings with teachers on behaviors
- Collaborated with teachers in implementing behavior plans for students
- Supported teachers and students with meeting IEP goals.
- Worked with students with specialized needs to accomplish tasks and build practical skills.
- Conducted small group and individual classroom activities with students based on differentiated learning needs.
- Delivered specialized classroom instruction to students with developmental disorders.
- Helped students to develop good behavioral habits through positive reinforcement and encouragement in studies as well as discipline and careful use of physical intervention when required.
- Interacted professionally and positively with other members of school staff to foster well-rounded educational community.
Education
Narbonne High School
West Los Angeles Community College
Skills
- Application Experience & Skills
- Microsoft Office: Excel, Word, Outlook, Power Point, Access
- Health care applications: Epic, Health Connect, Radiology Information System, Mainframe, Cerner
- Lab net, Medicare and Medical portals
- Excellent critical thinking & Problem-solving skills
- Training & talent development
- Conflict resolution/mitigation skills
- Team building & Leadership skills
- Strong communication & customer advocacy skills
- Awards & Certifications
- HIPPA Compliant
- CPR, BLS, and First aid certified
- Customer Service
- Credit Card Payment Processing
- Professional Telephone Demeanor
- Lotus Notes
- Appointment Scheduling
- Documentation
Timeline
Customer Service Representative
Kaiser Permanente
09.2013 - Current
Special Education Assistant
Los Angeles Unified School District
09.2008 - 08.2016
Narbonne High School
West Los Angeles Community College
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