Latonia Brown

• Ensured all customer inquiries were handled in accordance with company standards and regulations.
• Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
• Resolved escalated customer disputes in a timely manner while maintaining contact with customers.
• Supervised and trained special project staff to ensure compliance throughout the project.
• Ensured compliance with applicable laws, regulations, policies and procedures throughout the project.
• Drafted daily reports summarizing progress made on project for review by leadership team.

• Ability to provide clear and concise plan descriptions.
• Strong writing, typing and communication skills. Comfortable Listening and accurately documenting interactions with members in computer databases such as Facets and Salesforce.
• Assist members and providers with issues regarding claims, authorizations, coverage status and benefits, billing adjustments, refunds and mail outs.
• De-esculates issues by patiently listening to members, determining the best solution and follows up with member if required.
• Understands the daily production metrics and the importance of quality service to retaining membership.
• Lead Assignment of Benefits processor and Billing Resolution trainer.

• Liaison and Point of contact between providers, patients and staff. Supervised Dental Assistants and Receptionists.

• Recruited, trained and developed dynamic dental team, supporting all office growth and productivity objectives.

• Provided patient education on hygiene and post-operation literature.

• Managed billing and claims to ensure proper payment of rendered services.

• Adhered to compliance with various insurance companies.

• Coordinated office activities and operations to secure efficiency and compliance with company policies.

• Created dental x-rays using traditional and digital methods to detect tooth decay, cavities and other issues needing treatment.
• Prepared exam and treatment rooms by setting up required instruments, tools, supplies and equipment.
• Educated patients on techniques to optimize oral hygiene, control plaque and protect teeth and gums.
• Proficient in EasyDental Software.
• Enforced company policies and procedures to strengthen operational standards across departments.