Latanya Cooper
Health & Human Services
Drexel Hill,PA
Summary
Detailed Quality Assurance Coordinator with proficiency in Project Management, Data Analysis, Medicare, Medicaid and Healthcare Administration. First-rate creative thinking, problem-solving and time management abilities. Skilled in collecting and analyzing data and resource allocation. Experienced with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills.
Overview
9
9
years of professional experience
2
2
Certification
Work History
Quality Assurance Coordinator
Community Options Inc
10.2023 - Current
- Evaluated accuracy of existing quality assurance measurement techniques, implementing improvements to increase efficacy and reduce errors.
- Developed educational materials used to train staff on QA standards.
- Performed standard first article inspections and random sampling inspections to verify adherence to state regulations.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Client Advisor, Healthcare Services (part-time)
Guidepoint Global
11.2022 - 02.2024
- Consulted with healthcare professionals on business decisions.
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
- Performed as primary liaison for clients, political stakeholders, providers and public policy associations, lobbyists and partner organizations.
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
- Supported clients with business analysis, documentation and data modeling.
Customer Relations Specialist (contract)
Axia Women's Health
08.2022 - 10.2022
- Listened attentively to client feedback and worked with product development team to introduce new services.
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Managed customer relations on ongoing basis to maximize customer retention.
Public Health Program Associate (contract)
The CDC Foundation
11.2021 - 05.2022
- Provided governmental resources for training, materials and information to combat internal spread and enhance staff education.
- Completed daily field checks to verify health and safety compliance.
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Monitored premise entry points, vaccine storage and vaccine handling to determine if providers met required health and compliance guidelines.
- Managed demographics and participant information of health education programs.
- Assisted local and state governments and community agencies with developing health education programs.
Operations Quality Auditor
AmeriHealth Caritas
01.2021 - 08.2021
- Completed timely quality reports highlighting deficiencies and recommending corrective actions.
- Monitored departmental forms for compliance to submissions rules and guidelines.
- Identified issues of non-compliance and elevated reports to senior personnel.
- Educated and oriented employees to improve compliance with quality control protocols.
Quality Assurance Analyst
Aetna, A CVS Health Company
01.2019 - 01.2021
- Performed call audits to monitor and ensure regulatory compliance for both company and Medicare based guidelines.
- Reviewed and scored calls made utilizing company-defined quality monitoring standards
- Drafted performance and quality assurance reports and presented findings at weekly and monthly quality meetings.
- Wrote, edited and updated project manuals and technical documentation used by quality assurance team.
- Assisted with developing and implementing quality assurance improvements based on call evaluation results.
Appeals Specialist
Aetna, A CVS Health Company
10.2017 - 01.2019
- Evaluated original investigation reports and documents to resolve secondary concerns.
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Synthesized data into comprehensive quarterly written reports for management.
- Analyzed and rendered determinations on assigned grievance and appeal issues.
Customer Relations Specialist
Aetna, A CVS Health Company
06.2015 - 10.2017
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Implemented and developed customer service training processes.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Education
Bachelor of Science - Health Services Managment
Thomas Jefferson University
Philadelphia, PA05.2025
High School Diploma -
Upper Darby High School
Lansdowne, PA06.2010
Skills
- Quality Assurance
- Project Management
- Training Development
- 6400 Regulation knowledge
- Audit Process Management
- Medicare and Medicaid Regulations
- Data Analysis
- Complaint and Appeals Resolution
- Customer Relation Management
- Vulnerability Examination
- Procedure Manual Writing
- Compliance Training
- Funds Distribution
- Medication Administration
- Quality Risk Management
- Incident Management
Certification
- Certified Investigator, Office of Developmental Programs (ODP) within the Department of Human Services - 2023
- Business Analysis & Process Management, Coursera Project Network - 2024
Timeline
Quality Assurance Coordinator
Community Options Inc
10.2023 - Current
Client Advisor, Healthcare Services (part-time)
Guidepoint Global
11.2022 - 02.2024
Customer Relations Specialist (contract)
Axia Women's Health
08.2022 - 10.2022
Public Health Program Associate (contract)
The CDC Foundation
11.2021 - 05.2022
Operations Quality Auditor
AmeriHealth Caritas
01.2021 - 08.2021
Quality Assurance Analyst
Aetna, A CVS Health Company
01.2019 - 01.2021
Appeals Specialist
Aetna, A CVS Health Company
10.2017 - 01.2019
Customer Relations Specialist
Aetna, A CVS Health Company
06.2015 - 10.2017
Bachelor of Science - Health Services Managment
Thomas Jefferson University
High School Diploma -
Upper Darby High School
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