Laquita Irvin
Employer Direct Healthcare
Dallas,TX
10
years of professional experience
Detail-oriented professional with experience in healthcare and customer service. Expertise in managing high-volume inquiries and maintaining accurate patient records. Committed to improving patient satisfaction and ensuring compliance with industry standards.
Work History
Patient Care Advocate
1 Year 8 Months- Maintained accurate patient records within healthcare management systems.
- Ensured compliance with HIPAA privacy and security regulations.
- Instructed patients on surgical appointment requirements, procedures, and healthcare policies.
- Facilitated patient referrals to ensure access to suitable healthcare services.
- Collaborated with clinical and administrative teams to provide exceptional patient care.
Customer Service Representative
11 Months- Addressed customer inquiries via phone, email, and chat channels to improve satisfaction levels.
- Managed reception of 60 to 90 incoming phone calls daily, ensuring efficient identification of assistance required.
- Facilitated effective communication by asking targeted questions and actively listening to identify specific inquiries or concerns.
- Conducted thorough reviews of insurance claims to facilitate timely billing and minimize errors.
Contact Center Representative
9 Months- Managed high call volume operations while ensuring precision in data entry and case documentation.
- Oversaw provider appointment calendars to enhance availability and reduce scheduling conflicts.
- Established patient accounts within Epic electronic medical record systems.
- Managed new patient registrations and coordinated clinical appointment schedules to enhance patient flow.
- Streamlined referral processes to ensure patients received prompt access to necessary specialty care.
Participant Services Representative
1 Year 8 Months- Addressed customer inquiries to enhance understanding of thrift savings plan contributions and account statuses.
- Supported civilian and uniformed service members by providing essential assistance.
- Evaluated loan applications for accuracy and completeness, ensuring adherence to 401k regulations.
- Addressed participant inquiries regarding account balances, transactions, and plan features with efficiency.
- Managed and verified processing of contribution changes, loan requests, and distribution transactions, ensuring compliance with client account standards.
Customer Service Support Representative
3 Years 10 Months- Executed processing of customer orders and debit card transactions with precision.
- Evaluated customer needs and suggested appropriate footwear products to ensure satisfaction.
- Oversaw inventory verification and managed return processing to ensure stock accuracy.
- Addressed customer inquiries regarding order status and discrepancies with efficiency.
- Generated invoices and shipping labels to properly bill and ship customer orders.
Education
High School Diploma
Skills
Effective multitasking
Knowledge of HIPAA standards
Appointment scheduling
Attention to detail in documentation
Client case management
Customer support via phone and email
Insurance eligibility verification
Accurate data entry
Timeline
Patient Care Advocate
Employer Direct Healthcare
08.2024 - 04.2026Read More
Customer Service Representative
United Healthcare -Randstad
09.2023 - 08.2024Read More
Contact Center Representative
Baylor Scott & White Health-Workway
10.2022 - 07.2023Read More
Participant Services Representative
RA Outdoors- FRTIB Thrift Savings Plan
10.2020 - 06.2022Read More
Customer Service Support Representative
PFSweb
10.2016 - 08.2020Read More
Mesquite Academy
High School Diploma
Read More