Latisha Henderson

• Maintained patient confidentiality by adhering to HIPAA regulations and securing sensitive information.
• Assisted with training new hires on best practices for managing various aspects of the registration process including collecting sensitive information, navigating software systems, and maintaining confidentiality.
• Assured timely verification of insurance benefits prior to patient procedures or appointments.
• Made contact with insurance carriers to discuss policies and individual patient benefits.
• Collaborated with team members to resolve discrepancies in insurance verification, ensuring proper billing practices.
• Utilized internal databases and resources to gather necessary information for complex membership inquiries, providing accurate and timely responses.

• Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
• Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
• Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
• Made contact with insurance carriers to discuss policies and individual patient benefits.
• Streamlined patient discharge processes by assembling necessary paperwork and discharge instructions swiftly and accurately.
• Managed the coordination of ambulance arrivals, communicating vital details such as arrival time and number of incoming patients to the appropriate staff members.
• Maintained strong knowledge of basic medical terminology to better understand services and procedures.

• Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
• Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
• Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
• Assisted in training new Patient Access Registrars, sharing best practices for optimal performance.
• Verified insurance eligibility for patients quickly and accurately, reducing financial discrepancies between patients and providers.

• Provided team performance reporting and conducted weekly, and monthly business reports.
• Adhered to corporate confidentiality guidelines and federal regulations in protecting patient data.
• Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
• Assisted with hiring and training prospective candidates.
• Streamlined operational efficiencies by accurately conducting new hire interviews and assisting management with employment decisions.
• Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.

Call center Claims Rep

• Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
• Identified trends in reimbursement denials, recommending process improvements to minimize future occurrences.
• Created user accounts and assigned permissions.
• Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
• Demonstrated strong problem-solving skills and the ability to de-escalate challenging customer interactions.
• Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
• Developed strong relationships with clients, facilitating trust and open communication during the claims process.

• Managed a high volume of calls, directing guests to appropriate departments and services.
• Collected room deposits, fees, and payments.
• Confirmed relevant guest information and payment methods to prevent fraud.
• Welcomed each new arrival pleasantly and confirmed reservations and identification.
• Oversaw and organized calendar to schedule reservations and monitor cancellations.
• Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.