Latia Swinnely
Greenville,NC
Summary
Healthcare Administration Professional with over 7 years of experience in managing high-volume inquiries and resolving complex issues, consistently surpassing service quality benchmarks. Proficient in data analysis, insurance coding, and regulatory compliance, with a focus on enhancing operational efficiency and customer satisfaction. Dedicated to fostering collaborative environments and leveraging strong communication skills to drive positive outcomes in healthcare settings.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
DIRECT SUPPORT PROFESSIONAL
The Charles Lea Center
Ayden, NC
2024 - Current
- Utilized positive reinforcement and other evidence-based strategies to teach communication, daily living, and social skills.
- Provided DSP services including direct care, clinical support, and administrative support to ensure quality service delivery.
- Collaborated with QP and interdisciplinary team to support care coordination, service delivery, and client outcomes.
- Followed individualized treatment plans and daily activity schedules, incorporating visual supports, task analysis, and prompting techniques to increase participation and goal achievement.
- Built strong, therapeutic relationships with clients through consistent, compassionate interactions, resulting in improved trust, cooperation, and progress toward behavioral goals.
- Conducted MAR (Medication Administration Record) follow-ups to ensure accuracy, compliance, and proper medication administration.
- Monitored and documented client behavior and progress, including frequency, duration, and intensity of behaviors, providing accurate data to assist with assessments and updates to treatment plans.
DIRECT SUPPORT PROFESSIONAL
Life Inc.
Washington, NC
01.2023 - 11.2024
- Provided support in a structured day program setting, facilitating daily activities, skill-building, and community integration for individuals with IDD.
- Provided compassionate care and support to individuals with disabilities, fostering a safe and inclusive environment for personal growth.
- Conducted MAR (Medication Administration Record) follow-ups to ensure medication accuracy, compliance, and proper documentation.
- Coordinated with healthcare professionals and families to develop tailored strategies, ensuring comprehensive care and positive outcomes.
- Participated in and supported emergency preparedness procedures, including conducting emergency drills (fire, evacuation, and safety drills) to ensure client and staff readiness.
- Assisted with DSP staff training schedules, certifications, and onboarding processes to ensure staff readiness and compliance.
- Collaborated closely with teachers, therapists, and caregivers, contributing feedback and observations to support consistency in behavior interventions across environments.
INTERN - MANAGED CARE PLANNING
Cape Fear Valley Medical Center
Fayetteville, NC
08.2022 - 12.2022
- Analyzed managed care plans, identifying cost-saving opportunities and streamlining processes. Contributed to data-driven decision-making, enhancing operational efficiency.
- Optimized care planning strategies, resulting in improved patient outcomes and resource allocation. Implemented innovative solutions to address complex healthcare challenges.
- Partnered with interdisciplinary teams to develop comprehensive care plans. Fostered strong relationships with healthcare providers, ensuring seamless coordination of services.
- Meticulously reviewed and updated patient records, ensuring accuracy and compliance with regulatory standards. Conducted thorough assessments of care plan effectiveness.
- Collaborated with preceptor to create and present educational content and project updates to staff and stakeholders.
- Prepared project presentations and reports to assist senior staff.
OFFICE ADMINISTRATOR
StarMed Healthcare
Kinston, NC
12.2018 - 04.2022
- Managed complex scheduling and coordination tasks, ensuring seamless operations. Optimized document management system, improving information retrieval speed.
- Facilitated cross-departmental communication, fostering a cohesive work environment. Coordinated team-building initiatives, enhancing overall staff productivity.
- Scheduled and coordinated outgoing patient referrals to specialty offices both internally and externally within the network.
- Oversee and achieve organizational goals while maintaining an efficient, productive, and positive office culture and employee experience.
- Comprehension of state, federal, regional collection and reimbursement laws, HIPAA and other medical insurance regulations and terminology for private payer, state and bureaucratic plans including coding, billing and reimbursement conventions.
- Demonstrated expertise in healthcare regulations, including HIPAA compliance and insurance reimbursement processes. Managed complex scheduling tasks effectively.
- Confirmed patient appointments via telephone to inform of appropriate preparations needed prior to examination.
- Verify and update existing records, maintaining data integrity and completeness.
- Completed data entry tasks with accuracy and efficiency.
- Assisted management in creating monthly reports detailing overall performance metrics related to follow-up success rates and customer satisfaction.
- Facilitated patient referrals through effective communication with healthcare providers and insurance companies.
- Coordinated and scheduled patient follow-up appointments to support ongoing treatment plans.
- Answered and managed multi-line phone systems, directing calls and providing accurate information to patients and providers.
- Maintained efficient communication by transferring calls, handling inquiries, and supporting front-office operations.
- Operated office equipment including fax machines to send and receive medical documentation and referral information.
CUSTOMER SERVICE REPRESENTATIVE
Focus Services
Greenville, NC
- Managed high-volume customer inquiries, resolving complex issues efficiently. Consistently exceeded service quality metrics, enhancing customer satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Efficiently manage incoming calls, prioritize customer needs, and provide prompt solutions, fostering positive relationships and enhancing overall satisfaction.
- Streamlined customer inquiry process, reducing resolution time and boosting satisfaction rates. Implemented efficient strategies for complex issue management.
- Guided customers through billing intricacies and support procedures. Maintained meticulous records, ensuring accurate inventory management and order processing.
- Collaborated with healthcare providers to obtain necessary documentation for prior authorization requests.
- Increased patient satisfaction through timely appointment scheduling and proactive management of wait times.
- Maintained accurate and up-to-date patient records, ensuring compliance with hospital policies and regulatory requirements.
Education
MBA - Business Administration, Healthcare Management Specialization
Fayetteville State University
Fayetteville, NC05-2025
B.S - Healthcare Administration
Fayetteville State University
Fayetteville, NC05-2023
Skills
- HIPAA Compliance
- Administrative Support
- Healthcare Compliance
- Patient Education
- Database Management
- Multitasking
- Team Collaboration
- Data Analysis
- Problem Solving
- Regulatory Compliance
- Quality Assurance
- Time Management
- Customer Service
- Insurance Verification
- Data Entry
- Scheduling
- Health Informatics
- Leadership
- Healthcare Policy
- Electronic Health Records
- Insurance Coding
- Healthcare Analytics
Certification
Basic Life Support (BLS)
Timeline
DIRECT SUPPORT PROFESSIONAL
Life Inc.
01.2023 - 11.2024
INTERN - MANAGED CARE PLANNING
Cape Fear Valley Medical Center
08.2022 - 12.2022
OFFICE ADMINISTRATOR
StarMed Healthcare
12.2018 - 04.2022
B.S - Healthcare Administration
Fayetteville State University
DIRECT SUPPORT PROFESSIONAL
The Charles Lea Center
2024 - Current
CUSTOMER SERVICE REPRESENTATIVE
Focus Services
MBA - Business Administration, Healthcare Management Specialization
Fayetteville State University