Latanya Henderson
Summary
Highly Dedicated and detail oriented, and diligent team player with years of customer service and patient care experience that's seeking an opportunity in a stimulating setting that will further my professional development within the department. Enthusiastic Service Call Center Agent with years of hands-on experience delivering first call resolution results. Works closely with clients to assess needs and promote satisfaction among clients and companies. Positively contributes to team morale and productivity by assisting team members and taking additional training.
Overview
13
13
years of professional experience
Work History
Remote, Service Call Center Agent
Fortuna
06.2020 - Current
- Displayed critical thinking skills and decisive judgment and worked with minimal supervision.
- Built rapport with customers and followed up with clients to confirm address of concerns.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- For confidentiality purposes, verified and updated customer account information following contact.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Patient Access Representative
CENTRAL CARE HEALTH SERVICE
02.2015 - 06.2020
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
Telephone Banker III
Morgan Chase Bank
12.2010 - 02.2015
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Processed paperwork for new accounts and transactions with high degree of accuracy.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Handled over 80 incoming telephone calls, emails and chat requests.
- Created connections and developed rapport with customers to provide personalized service.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
Education
Education medical terminology and billing -
Fourtis College
Houston, TXBilling and Coding Certificate -
Houston Community College
Houston, TXSkills
- 55 wpm Typist Microsoft Word, Excel, Outlook Data Entry Bookkeeping CRM Software
- Accounting HIPAA Medical Terminology Patient Privacy Leadership Certificate Centricity
- E-clinical, EPIC Customer Service Claim Filing Billing and Coding IDX System System Scheduling
- Remote Customer Service
Timeline
Remote, Service Call Center Agent
Fortuna
06.2020 - Current
Patient Access Representative
CENTRAL CARE HEALTH SERVICE
02.2015 - 06.2020
Telephone Banker III
Morgan Chase Bank
12.2010 - 02.2015
Education medical terminology and billing -
Fourtis College
Billing and Coding Certificate -
Houston Community College
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