Laticia N. Norwood
San Antonio,Tx
Summary
A proficient Customer Service Representative that is consistent in executing the best practices in a collaborative effort to provide quality service in an environment that provides the best care.
Overview
13
13
years of professional experience
Work History
Medical Quality Assurance Specialist
QTC Medical Group, Inc
San Antonio, TX
05.2020 - Current
- Remotely reviews and develops information for diagnosis and process by medical professionals
- Thorough review of anomalies and contacts medical professionals for clarification
- Continual tracking of non-conformance documents and action plans for CSRs
- Ensures accuracy and completeness of all medical documentation
- Delivers exceptional customer service at all touch points
Medicare Coverage Determinations Specialist
CVS/ Caremark
San Antonio, TX
01.2019 - 05.2020
- Medicare Coverage determination and Appeals, Works closely with providers to process prior authorization and drug benefit exception request in accordance with Medicare Part D CMS Regulations
- Applies information provided through multiple channels to the plan criteria defined through work instruction
- Provides customer service to initiate and / or resolve coverage request
- Escalate issues to Coverage Determination and Appeals Clinical Pharmacist as needed\
- Strong interpersonal skills
Registered Nurse
Baptist Health System
San Antonio, TX
01.2014 - 05.2018
- Administered medications via oral, IV and intramuscular injections and monitored responses.
- Provided direct patient care, stabilized patients and determined next course of action.
- Managed care from admission to discharge.
Licensed Vocational Nurse
Baptist Medical Center
San Antonio, TX
10.2008 - 01.2014
- Managed patient care through closely monitoring respiration, blood pressure and blood glucose levels.
- Responded to patient requests with appropriate clinical and personal assistance.
- Cared for wounds, provided treatments and assisted with procedures.
Education
Associates of Science RN -
Galen College of Nursing
2014
Licensed Vocational Nurse - Nursing Science
Brightwood College
San Antonio, TX05.2010
Skills
- Strong written and verbal communication
- Effective critical thinking skills
- Sound judgement and problem solving
- Quality issue identification and resolution
- Firm procedure and protocol use
- Accurate test result interpretation and documentation
Timeline
Medical Quality Assurance Specialist
QTC Medical Group, Inc
05.2020 - Current
Medicare Coverage Determinations Specialist
CVS/ Caremark
01.2019 - 05.2020
Registered Nurse
Baptist Health System
01.2014 - 05.2018
Licensed Vocational Nurse
Baptist Medical Center
10.2008 - 01.2014
Associates of Science RN -
Galen College of Nursing
Licensed Vocational Nurse - Nursing Science
Brightwood College