Latashiana Lee
Senior Advocate
Wilmington,NC
Summary
Proven track record in delivering exceptional customer service in healthcare industry. Demonstrates the ability to effectively manage patient inquiries and resolve issues promptly, contributing to high patient satisfaction. Displays strong communication and problem-solving skills, ensuring seamless patient experiences and operational efficiency.
Overview
10
10
years of professional experience
Work History
Senior Advocate
Cigna
02.2023 - Current
- Anlalyze legal documents and identified pertinent issues for clients.
- Assists customers' issues and complaints and initiated corrective actions.
- Streamline internal processes to improve efficiency in case management and client communication.
- Medicare and Medicaid knowledgeable.
- Documents all communication with medical office staff and/or treating provider.
- Practices and maintains the principles of utilization management by adhering to policies and procedures.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
Tier 2 Technical Support Representative
Verizon Wireless
11.2020 - 02.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Analyzed code to assist support team in finding solutions and workarounds to problems.
Customer Service Representative
Verizon Wireless
10.2019 - 11.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Resolved concerns with products or services to help with retention and drive sales.
- Averaged 50 calls per day
- Updated account information to maintain customer records
Patient Care Technician
Davita
05.2019 - 10.2019
- Measured and recorded patients' pre-dialysis and post-dialysis vital statistics.
- 1:6 patient ratio on average
- Recorded patient's pre-dialysis weight, vitals and any new medical conditions.
- Conducted equipment and safety checks on hemodialysis equipment and supplies.
- Performed routine quality control and safety checks on all equipment.
- Set-up equipment for dialysis and primed dialyzer in preparation for use.
Patient Care Technician
NHRMC
08.2016 - 05.2019
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Advocated high level of care and comfort for each patient and family member.
- 1:22 patient ratio per day
- Accurately fielded and recorded patient information into systems.
- Inspired empathetic care and compassion among staff and patients.
Education
Associate of Science - Nursing
Cape Fear Community College
North Carolina 05.2001 -
Skills
Resolving Problems and Incidents
Patient Privacy
' Client counseling
Timeline
Senior Advocate
Cigna
02.2023 - Current
Tier 2 Technical Support Representative
Verizon Wireless
11.2020 - 02.2023
Customer Service Representative
Verizon Wireless
10.2019 - 11.2020
Patient Care Technician
Davita
05.2019 - 10.2019
Patient Care Technician
NHRMC
08.2016 - 05.2019
Associate of Science - Nursing
Cape Fear Community College
05.2001 -