Latasha Pearson
Waco,TX
Summary
I have 25 years of customer service. I have 7 years with a background in verifying insurance benefits, billing, filing insurance claims and creating appropriate patient documentation.
Overview
12
12
years of professional experience
Work History
Patient Access Representative
Baylor Scott & White Hospital
Waco, TX
04.2023 - Current
- Streamline patient registration processes by implementing efficient data collection methods and reducing wait times.
- Improve patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Enhance overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Maintain accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Ensure compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Collect and enter patient demographic and insurance data into computer database to establish patient's medical record.
- Receive patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Provide excellent customer service by promptly answering patient inquiries.
- Greet and assist patients with check-in procedures.
- Process payments using cash and credit cards, maintaining accurate records of transactions.
Decant Team Member
Amazon
Waco, TX
01.2023 - 04.2023
- Enhanced production efficiency by implementing streamlined processes and techniques in decanting operations.
- Reduced product waste by closely monitoring quality control procedures during the decanting process.
- Improved team productivity through effective communication, coordination, and collaboration among team members.
- Maintained a safe working environment by adhering to safety protocols and guidelines for handling hazardous materials.
- Inspected items for defects and damage.
- Sorted and stacked finished items.
- Placed items into bags, boxes or other containers.
- Loaded and unloaded items from production line.
- Counted items to verify accuracy of orders.
- Re-packaged damaged or incorrectly packaged items.
- Loaded items onto conveyor belts and pallets.
- Secured items for storage or shipment.
- Operated shrink wrap, banding and other wrapping machines.
Technical Support Representative
Apple
08.2019 - 12.2023
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
Supervisor
Teleperformance USA
Killeen, TX
08.2011 - 04.2018
- Worked in Humana customer service as an agent from August 2011 to August 2012 then I was promoted to an SME(Subject Matter Expert). I was in this role for 3 months then promoted to supervisor for the duration of my time.
- As an agent I answered inbound phone calls assisting Humana members and families with their Humana accounts. I assisted with understanding their coverage and benefits. Helped with finding in-network providers and specialists. Helped understand why a claim was not approved and what needed to be done to get approved. Contacted providers office to get missing information from pending claims.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Evaluated employee performance and coached and trained to improve weak areas.
- Took over escalated calls to help assist members with concerns on their benefits, coverages, claims etc
Education
None - General Studies
Eisenhower High School
Lawton, OK05.2000
Skills
- Patient Education
- Post-Discharge Care Coordination
- Multitasking and Organization
- Registration and Admissions
- Customer Service
- Insurance Verification
- Patient Check-In
- Quality Assurance
- HIPAA Compliance
- Money Handling
- Patient Registration
- Insurance Billing
- Payment Processing
- Phone and Email Etiquette
- Multitasking
- Professionalism
- Computer Proficiency
- Database Search and Data Entry Skills
- Documenting and Recording Information
- Building Rapport and Credibility
- Insurance Forms Processing
- Outbound Calling
- Payment Collection
- Insurance Authorizations
- Microsoft Word
- Microsoft Outlook
- Microsoft Excel
- Diagnostic Codes
- Team Leadership
- Medical Terminology
- Customer Satisfaction
- Patient Health Information Access
- Multi-Line Telephone Systems
- Registration Processing
- Appointment Confirmation
- Verbal and Written Communication
- 50 WPM Typing Speed
- Deductible Collection
- Outpatient Care
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Patient Access Representative
Baylor Scott & White Hospital
04.2023 - Current
Decant Team Member
Amazon
01.2023 - 04.2023
Technical Support Representative
Apple
08.2019 - 12.2023
Supervisor
Teleperformance USA
08.2011 - 04.2018
None - General Studies
Eisenhower High School