LATANIA BANKS
Nashville,TN
Summary
Proven in enhancing patient and guest experiences at Centennial Surgery Center, I excel in customer service and problem-solving, significantly streamlining registration processes. Skilled in Microsoft Office and adept at fostering positive relationships, my approach has consistently improved service delivery and satisfaction.
Overview
23
23
years of professional experience
Work History
Admissions Registration
Centennial Surgery Center
03.2020 - Current
- Gathered demographic and insurance information to register patients for medical appointments.
- Imaged and scanned patient and registration documentation into electronic patient records.
- Demonstrated adaptability in handling high-volume periods while maintaining a calm demeanor, resulting in efficient service delivery during peak hours.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Prepared patient charts before visits to facilitate easy access to relevant information for healthcare providers.
- Maintained patient confidentiality by adhering to HIPAA
- Maintained clean and organized workspaces to promote smooth operation and easy access to patient information.
- Facilitated positive patient experiences by offering compassionate service, anticipating needs, and providing assistance throughout the registration process.
- Streamlined patient registration process by implementing efficient data entry techniques and maintaining organized records.
- Developed comprehensive knowledge of various insurance plans to better assist patients in understanding their coverage options and financial responsibilities.
- Contributed to a positive work environment by fostering strong team relationships and demonstrating excellent problem-solving skills when addressing challenges within the department.
- Collected payments and co-pays from customers using large variety of insurance programs, adjusting amounts based on specific plan directives.
- Obtained payments from patients and scanned identification and insurance cards.
- Performed various administrative tasks by filing, copying and faxing documents.
- Answered phone calls and messages medical facility.
- Accurately inputted patient and insurance information into company's computer system using Advantix.
- In house training as a back up scheduler.
Front Desk Agent
Hampton Inn & Suites Nashville Capitol View
03.2024 - Current
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Maintained accurate records of guest information, payments, and reservations using hotel management PEP systems.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Promoted hotel brand's loyalty program
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
Front Desk Agent
Hyatt Place
04.2023 - Current
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Enforced policies and procedures to increase efficiency.
Worker Compensation Verification Specialist
Community Health Services
04.2019 - 02.2020
- Worked fast to complete tasks and meet daily deadlines.
- Followed instructions and procedures to complete assigned tasks.
- Consistently met deadlines under pressure while maintaining high-quality work output in fast-paced environment.
- Improved team morale and productivity through effective communication and active listening skills.
- Established strong working relationships with clients, employers, adjusters, and worker compensation companies through excellent communication skills.
- Handled customer inquiries courteously and professionally to enhance satisfaction.
- Collected, arranged, and input information into Artiva database system so that clients medical bills could be paid.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
Unit Secretary
Centennial Woman & Children Hospital Surgery
05.2014 - 04.2019
- Assisted nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
- Managed incoming calls and directed to appropriate department.
- Maintained a clean, organized work environment for optimal efficiency in the delivery of patient care services.
- Contributed to positive patient experiences by greeting visitors, providing directions, and addressing inquiries professionally.
- Supported hospital compliance efforts by adhering to privacy policies and HIPAA regulations when handling sensitive patient information.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained rapport with physicians, nurse,s and other healthcare personnel.
- Assisted with the training and onboarding of new unit secretaries, sharing expertise and best practices to ensure their success in the role.
- Coordinated communication between medical staff and patients'' families, keeping everyone informed on treatment plans and progress updates.
- Maintained patient confidentiality in line with HIPAA regulations.
- Enter lab requests in Medtech system.
- Served as a liaison between the unit secretary team and other departments within the hospital, fostering strong working relationships that benefited overall facility function.
- Upheld a high standard of patient service by addressing concerns and resolving issues in a timely, empathetic manner.
Cashier
Kroger
10.2019 - 02.2024
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Monitored self-checkout systems and provided help in resolving complex problems.
ED Registrar
Monroe Carell Jr. Children's Hospital
06.2010 - 04.2019
- Streamlined patient flow in the emergency department with effective triage assessments and efficient treatment coordination.
- Verified financial and insurance information using Passport. or Relay system.
- Maintained current knowledge base regarding insurance information and managed care guidelines.
- Reviewed, assessed, and evaluated patient registrations, verified accuracy of demographic and financial information and corrected erroneous registrations.
- Accepted payment from patients, for copays, deductibles
- Developed strong rapport with patients and families through active listening, empathetic communication.
- Registered and verified patient records before triage with most up-to-date information.
- Demonstrated adaptability in high-pressure situations, quickly adjusting treatment plans based on evolving patient needs or changing circumstances.
Dental Receptionist
Family Health Center Of Battle Creek
06.2001 - 12.2009
- Scheduled, rescheduled, and cancelled appointments for dental patients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Provided excellent customer service by promptly addressing patient inquiries via phone, email, or in-person interactions.
- Verify insurance coverage.
- Prepare Pre-Authorization for dental procedure.
- Enter dental procedure codes before and after care.
- Handled sensitive situations professionally such as discussing treatment costs or past-due account balances with patients to ensure a satisfactory resolution.
- Helped patients complete necessary medical forms and documentation.
- Facilitated clear communication between dentists, dental assistants, and patients to ensure optimal care coordination.
- Greeted visitors and patients to determine needs, check appointments, and direct accordingly.
- Handled patient complaints quickly and professionally to restore patient confidence and prevent loss of clientele.
- Completed new patient registrations in Dentrix to create accurate and comprehensive records.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Performed various administrative tasks by filing, copying and faxing documents.
- Assisted with medical coding and billing tasks.
Medical Receptionist
Monroe Carell Jr. Children's Hospital
12.2009 - 06.2010
- Provided compassionate customer service, creating welcoming atmosphere for patients and their families.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Enhanced patient satisfaction by efficiently managing front desk operations and addressing inquiries in timely manner.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Assisted in maintaining safe environment for patients and staff by following infection control protocols and reporting potential hazards.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Education
Associate of Applied Science - Paralegal
Kellogg Community College
Battle Creek, MI05.2008
High School Diploma -
Battle Creek Central High School
Battle Creek, MI05.1986
Skills
- Problem-solving skills
- Customer Service
- Cash Handling
- Oral and written communications
- Listening Skills
- Front Office Support
- Microsoft Office
- Registration
- Phone and Email Etiquette
- Problem-Solving
- Payment Collection
- Fast learner, able to work independently
Timeline
Front Desk Agent
Hampton Inn & Suites Nashville Capitol View
03.2024 - Current
Front Desk Agent
Hyatt Place
04.2023 - Current
Admissions Registration
Centennial Surgery Center
03.2020 - Current
Cashier
Kroger
10.2019 - 02.2024
Worker Compensation Verification Specialist
Community Health Services
04.2019 - 02.2020
Unit Secretary
Centennial Woman & Children Hospital Surgery
05.2014 - 04.2019
ED Registrar
Monroe Carell Jr. Children's Hospital
06.2010 - 04.2019
Medical Receptionist
Monroe Carell Jr. Children's Hospital
12.2009 - 06.2010
Dental Receptionist
Family Health Center Of Battle Creek
06.2001 - 12.2009
Associate of Applied Science - Paralegal
Kellogg Community College
High School Diploma -
Battle Creek Central High School