LATONYA BROWN
Houston,TX
Summary
Dedicated professional with 10+ years enhancing client experiences in customer service and healthcare. Expertise in utilizing EPIC EMR systems and managing high call volumes to drive patient satisfaction and operational efficiency. Actively pursuing a remote role to leverage skills in Customer Service or Healthcare Support.
Overview
16
16
years of professional experience
Work History
Customer Service Representative (Remote)
Texas Children's Hospital
Houston, USA
02.2022 - Current
- Utilize EPIC system to assist providers and doctors with patient intake and scheduling.
- Manage high call volumes for inbound/outbound calls, ensuring timely and accurate patient support.
- Provide administrative and clerical support to maintain accurate records.
Case Manager Specialist
Group Home
Sugar Land, Texas
08.2022 - 12.2024
- Monitored client progress and adjusted services as necessary to ensure support.
- Developed personalized care plans in collaboration with clients and families.
- Conducted regular assessments to evaluate client needs and service effectiveness.
- Provided crisis intervention support to clients facing emotional or behavioral challenges.
- Maintained accurate case documentation in compliance with regulatory standards.
- Educated clients about available resources and how to access them effectively.
- Maintained accurate documentation of case notes in the computer system according to regulations.
- Assessed client needs and developed individualized service plans to meet those needs.
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
Mail Carrier
USPS
Houston, TX
01.2021 - 03.2022
- Delivered mail and packages to residential and commercial locations efficiently.
- Maintained accurate records of deliveries and pickups for accountability.
- Sorted and organized mail based on delivery routes and addresses.
- Interacted with customers to answer inquiries and resolve issues promptly.
- Followed safety protocols while operating postal vehicles in various conditions.
- Managed time effectively to complete routes within scheduled hours consistently.
- Scanned packages for delivery tracking.
- Delivered packages and letters to residential customers.
- Verified accuracy of addresses before delivering packages.
Licensed Chemical Dependency Counselor (LCDC)
State Prison
Pam Lychner, USA
12.2020 - 02.2022
- Assisted clients in developing treatment plans and facilitated counseling groups.
- Documented case notes and maintained confidentiality in compliance with state guidelines.
- Collaborated with healthcare providers to improve outcomes for clients in custody.
Customer Service Representative (Remote)
Staples
01.2019 - 01.2020
- Completed outbound/inbound calls for order placement and tracking.
- Processed account updates and resolved billing concerns.
- Maintained strong customer satisfaction through problem-solving and follow-up.
Remote Customer Support Specialist
National Data Solutions
01.2016 - 01.2019
- Performed accurate data entry for client accounts and billing records.
- Assisted customers via email, chat, and phone with account setup and troubleshooting.
- Maintained 98% accuracy in processing sensitive customer data.
- Company no longer operating
Remote Patient Services Representative
United Care Services
01.2014 - 01.2016
- Supported patients with scheduling, insurance verification, and appointment reminders.
- Entered and updated confidential patient records into EMR systems.
- Delivered compassionate customer service in a fast-paced healthcare setting.
- Merged in 2016
Data Entry Specialist
QuadraDot Solution
Houston, TX
09.2010 - 2012
- Entered data into company databases accurately and efficiently.
- Verified information for completeness and correctness in records.
- Utilized software tools to streamline data entry processes effectively.
- Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
- Utilized various software applications to enter, update, verify, and retrieve data efficiently.
- Performed data entry tasks including keying in numerical or alphanumerical information from source documents into databases.
- Proofread and edited documents to correct errors.
- Maintained client confidence by keeping information confidential.
Education
Associate of Applied Science - Human Services
Lone Star College
Texas05-2027
Degree Certificate - LCDC
LoneStar College
Conroe, TX01-2017
Skills
- Data Entry
- EMR/EHR Systems
- Healthcare Scheduling
- Insurance Verification
- Counseling
- Case Management Support
- Call Center Operations
- Order Processing
- Account Management
- Google Workspace
- Remote Tools
- Case management
- Care plan development
- Patient support
- Intake assessment
- Time management
- Effective communication
- CRM software proficiency
Timeline
Case Manager Specialist
Group Home
08.2022 - 12.2024
Customer Service Representative (Remote)
Texas Children's Hospital
02.2022 - Current
Mail Carrier
USPS
01.2021 - 03.2022
Licensed Chemical Dependency Counselor (LCDC)
State Prison
12.2020 - 02.2022
Customer Service Representative (Remote)
Staples
01.2019 - 01.2020
Remote Customer Support Specialist
National Data Solutions
01.2016 - 01.2019
Remote Patient Services Representative
United Care Services
01.2014 - 01.2016
Data Entry Specialist
QuadraDot Solution
09.2010 - 2012
Associate of Applied Science - Human Services
Lone Star College
Degree Certificate - LCDC
LoneStar College