Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline

Latanya Henderson

Rosharon,TX

Summary

Accomplished Appointment Scheduler and Patient Access Representative with a proven track record at Central Health Services, adept in insurance verification and maintaining confidentiality. Excelled in enhancing customer relationships through effective scheduling and follow-up skills, achieving key performance indicators and surpassing SLA targets. Demonstrates strong data entry proficiency and exceptional ability to manage high-pressure situations.

Overview

14
14
years of professional experience

Work History

Appointment Scheduler/Referral Specialist Remote

Widescope
11.2023 - 11.2024
  • Schedule appointments with in-network providers according to Veterans' preferences and contracted time frames
  • Verify and confirm patient addresses using appropriate software.
  • Work in a provided PC/dual-monitor at home environment.
  • Manage schedule additions, changes, and inquiries in the database within required time frames.
  • Collaborate with the management team to identify and report potential Quality of Care complaints.
  • Attain SLA and KPI metrics to include appointment setting and NICE Quality Assurance objective.

Appointment Scheduler Remote

Fortuna
06.2020 - 11.2023
  • Acted as first point of contact and set appointments for prospective clients.
  • Answered phone calls and answered questions from potential customers.
  • Set up appointments with patients according to schedule availability.
  • Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
  • Documented customer interactions and transactions, maintaining accurate records of all dealings.

Patient Access Representative

Central Health Services
02.2015 - 06.2020
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Facilitated communication between patients and various departments and staff.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.

Telephone Banking Specialist

Chase Bank
12.2010 - 02.2015
  • Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
  • Helped customers prepare documents required to complete transactions and process requests.
  • Opened new accounts and made changes to existing accounts.
  • Investigated and resolved account issues by offering applicable options to customers.
  • Identified customer desires and goals through needs-based sales tactics.

Education

Associate of Science - Medical Technology

Houston Community College, Houston, TX

Medical Coding Diploma - Medical Billing And Coding

MedVance , Houston, TX

Skills

  • Online research
  • Data entry proficiency
  • Insurance verification
  • Appointment confirmation
  • Follow-up skills
  • Email management
  • Referral management
  • Confidentiality
  • History documentation
  • Meeting deadlines
  • Scheduling expertise

Accomplishments

  • Maintained 98% accuracy in scheduling by carefully verifying insurance eligibility, patient information, and provider availability.
  • Collaborated with medical teams to coordinate multi-provider appointments, and ensuring seamless patient care and reducing gaps in the schedule.
  • Delivered exceptional customer service by addressing patient concerns and rescheduling request promptly, contributing to a 15% increase in patient satisfaction scores.

Timeline

Appointment Scheduler/Referral Specialist Remote - Widescope
11.2023 - 11.2024
Appointment Scheduler Remote - Fortuna
06.2020 - 11.2023
Patient Access Representative - Central Health Services
02.2015 - 06.2020
Telephone Banking Specialist - Chase Bank
12.2010 - 02.2015
Houston Community College - Associate of Science, Medical Technology
MedVance - Medical Coding Diploma, Medical Billing And Coding

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Latanya Henderson