Summary
Overview
Work History
Education
Skills
Timeline
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Kristina Lattimore

Katy,Tx

Summary

Experienced and results-driven customer service specialist with a proven track record of delivering exceptional support to clients. Proficient in problem resolution, effective communication, and maintaining high customer satisfaction. Deep knowledge of company products and services. Adept at documenting interactions and collaborating with cross-functional teams to ensure optimal customer experiences. Committed to upholding professional standards and contributing to organizational success. Compassionate Health Care Assistant known for high productivity and efficient task completion. Specialized in patient care, medical terminology understanding, and emergency response readiness. Excel in communication, empathy, and teamwork to ensure optimal patient support and care coordination.

Overview

17
17
years of professional experience

Work History

Patient Transporter

MD Anderson
Houston, TX
12.2023 - Current
  • Greeted and assisted patients in wheelchairs to their appointments.
  • Assisted nurses with patient transfers, using proper body mechanics and safety measures.
  • Ensured patients' comfort by providing blankets, pillows, water, and other necessary items.
  • Monitored vital signs during transport when required by the facility or physician orders.
  • Checked all medical documents for accuracy prior to transporting patients.
  • Communicated effectively with physicians, nurses, and other healthcare personnel regarding patient care needs.
  • Delivered specimens to laboratory departments according to established procedures.
  • Adhered strictly to HIPAA regulations concerning confidentiality of patient information.
  • Responded quickly in an emergency situation by calling 911 or activating the code blue team if needed.
  • Assisted with transferring deceased bodies from the hospital unit to the morgue with respect and dignity.

Customer Service Healthcare Scheduler

Texas Children Hospital
09.2020 - 09.2023
  • Developed and maintained scheduling procedures to ensure timely completion of projects.
  • Created, updated, and monitored project schedules for multiple departments.
  • Maintained accurate records of all tasks completed by the team.
  • Determined the most efficient timeline for completing a given assignment while ensuring optimal resource utilization.
  • Worked closely with project managers to prioritize tasks according to importance and urgency levels.
  • Communicated schedule changes effectively throughout the organization when necessary.
  • Provided guidance and advice on best practices related to scheduling initiatives.
  • Tracked progress of ongoing projects against previously established milestones.
  • Scheduled and confirmed appointments.
  • Maintained positive working relationship with fellow staff and management.
  • Answered phones and routed voicemails to respective employees.
  • Reviewed and approved vendor invoices.
  • Assisted with set up for social events and food deliveries.

Customer Service Representative

JEM Insurance Group
Houston, TX
04.2011 - 07.2020
  • Provide empathetic and professional assistance to patients, healthcare providers, and other stakeholders via phone, email, or chat.
  • Assist patients in scheduling appointments, coordinating medical services, and managing healthcare-related inquiries.
  • Verify patients' insurance information, explain coverage details, and assist with claims inquiries.
  • Collaborate with remote team members and healthcare professionals to ensure effective patient support.
  • Investigate and resolve patient issues, complaints, or concerns promptly and professionally.
  • Verified patient eligibility for insurance coverage by contacting insurance carriers and obtaining the necessary authorization numbers.
  • Provided timely follow up with payers regarding payment status of claims.
  • Performed daily audits of submitted claims to ensure compliance with industry standards and regulations.
  • Analyzed complex health plan contracts to determine benefit coverage levels for services rendered.

Customer Service Representative

Telsource Solutions
Houston, TX
06.2007 - 03.2011
  • Foster strong relationships with key customers and clients, addressing their needs and ensuring their satisfaction
  • Address customer inquiries, concerns, or escalations, ensuring satisfactory resolution and maintaining customer satisfaction
  • Provide leadership and guidance to a team of customer service representatives involved in sales activities
  • Monitor team members' performance and sales metrics, providing regular feedback and coaching to improve results
  • Effective communication skills to explain complex insurance concepts and options clearly to customers
  • Meeting or exceeding sales quotas and performance goals to contribute to the company's growth
  • Assisting customers in filing insurance claims, guiding them through the process, and resolving any related inquiries
  • Interacting with potential and existing customers to understand their insurance needs and provide tailored solutions

Education

Diploma -

Willowridge High School
05-2024

Skills

  • Customer Service
  • Teamwork
  • Problem Solving
  • Communication Skills
  • Patient Support
  • Computer Skills
  • Multitasking
  • Conflict Resolution
  • Sales
  • Ethical Sales Practices
  • Up-Selling and Cross Selling
  • Negotiation Skills
  • Healthcare
  • Remote Operations
  • Product Knowledge
  • Inbound/Outbound Calling
  • Insurance
  • Scheduling
  • Call Center Operations
  • Meeting Sale Goals
  • Troubleshooting
  • Email Support

Timeline

Patient Transporter

MD Anderson
12.2023 - Current

Customer Service Healthcare Scheduler

Texas Children Hospital
09.2020 - 09.2023

Customer Service Representative

JEM Insurance Group
04.2011 - 07.2020

Customer Service Representative

Telsource Solutions
06.2007 - 03.2011

Diploma -

Willowridge High School

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Kristina Lattimore