Laquita Irvin
Dallas
Summary
Detail-oriented Patient Care Advocate skilled in patient scheduling and insurance verification. Enhances patient satisfaction through effective communication and strict HIPAA compliance. Manages customer inquiries and processes prior authorizations, showcasing strong problem-solving and relationship management skills.
Overview
10
10
years of professional experience
Work History
Patient Care Advocate
Employer Direct Healthcare
Dallas
08.2024 - 04.2026
- Processed prior authorizations for medical services and medications, ensuring timely patient treatment.
- Coordinated appointment scheduling across multiple departments to enhance patient access to care.
- Communicated with patients to gather medical histories and verify insurance information.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Applied HIPAA privacy and security regulations while handling patient information.
- Managed customer inquiries via phone and email, providing clear information and support to patients.
Customer Service Representative (Contract)
UnitedHealth Group (Optum)/Randstad
09.2023 - 09.2024
- Resolved customer issues to enhance satisfaction
- Ensured customer inquiries were promptly addressed
- Took inbound calls, providing accurate product and service information to enhance customer understanding
- Researched billing and payment issues to identify discrepancies and provide solutions
- Perform research functions including making outbound calls to validate provider contact information
- Maintained accurate database records through regular updates
Contact Center Specialist (Contract)
Baylor Scott White Health/Workway
Dallas
10.2022 - 03.2023
- Identify health situation based on caller information and coordinate immediate triage
- Handled inbound calls to respond to and resolve inquiries, complaints, and concerns, enhancing patient satisfaction
- Registered new patients and scheduled healthcare clinical appointments to ensure timely access to services
- Ensured patients had valid insurance coverage before appointments
- Created new accounts in medical record system to streamline patient data management
- Collaborate with providers and clinical staff
Participant Service Representative
RA Outdoors-FRTIB Thrift Savings Plan
Dallas
10.2020 - 06.2022
- Supported civilian and uniformed services members with their inquiries
- Delivered professional and courteous customer support for contributions inquiries
- Shared expertise on retirement plan fundamentals to assist clients
- Voice, chat, and/or email communications
- Multitask and navigate through multiple systems.
Customer Service Representative (Contract)
NTTA/Employee Solutions
Irving
07.2019 - 03.2020
- Handled inbound calls, resolving customer inquiries and issues according to North Texas Toll procedures
- Clarified products, services, and charges while negotiating toll payment agreements and researching citations
- Resolved credit card disputes and ensured accurate collection account management.
- Documented account activities and compliance efforts with FDCPA and TCPA regulations
Customer Support Representative
PFS Web- ASICS
Dallas
10.2016 - 10.2019
- Accurately handle debit card transactions processing orders
- Utilized knowledge of foot pronation to improve customer service experience
- Engage customers and expand sales by explaining all products
- Coordinated Immediate Response (IRT) orders and monitored dedicated email lines, ensuring responses within 24-48 hours
- Investigated customer issues and complaints to identify resolutions.
- Confirm inventory availability Claims
Education
Diploma -
Mesquite Academy
Mesquite, TXSkills
- Patient advocacy
- Patient management
- HIPAA compliance
- Prior authorization processes
- Insurance verification
- Customer relationship management
- Email management
Timeline
Patient Care Advocate
Employer Direct Healthcare
08.2024 - 04.2026
Customer Service Representative (Contract)
UnitedHealth Group (Optum)/Randstad
09.2023 - 09.2024
Contact Center Specialist (Contract)
Baylor Scott White Health/Workway
10.2022 - 03.2023
Participant Service Representative
RA Outdoors-FRTIB Thrift Savings Plan
10.2020 - 06.2022
Customer Service Representative (Contract)
NTTA/Employee Solutions
07.2019 - 03.2020
Customer Support Representative
PFS Web- ASICS
10.2016 - 10.2019
Diploma -
Mesquite Academy