LaTonya Burns

Answerd inbound and outbound calls to customers with past-due balances to discuss their accounts.

• Negotiated over 200 payment plans and solutions with customers, providing options such as modifications and deferments.
• Utilize various computer systems to review account information, process payments, and accurately document customer interactions.
• Help customers find long-term solutions to maintain their loan quality and get back on track with payments.
• Built and maintain positive customer relationships by listening to their stories and showing empathy.
• Followed company policies, Fair Debt Collections Practice Act guidelines, and training instructions on all communications.
• Meet or exceed production goals, collection targets, call time, and quality assurance standards.

• Work in partnership with Cigna for Department of Defense Tricare - Express Scripts. We give quality, fast, and peace of mind service while providing:
• Refill and Renew prescriptions
• Retail to Mail Conversations
• Consult on Benefits (OOP /CO-PAY/DEDUCTIBLES)
• Open Enrollments
• Web Registration
• Process Card/Check Payments
• At Home Delivery Service.

• Responsibilities
• Schedule radiology exams for patients and doctors for a hospital. Exams scheduled are MRI, Mammogram, CT, and Ultrasounds. Provide prep, times, and location Information.
• Marketing Services provided to hospitals and Physician referral services.
• Recall medical supplies, customer based sale products, and food products.
• Accesses account files, takes information and processes information.
• Accurately enters alpha and numeric data via computer keyboard into an automated system.
• Attends recurrent training sessions to ensure the client knowledge is current.
• Answers incoming telephone calls, responds to customer questions and solves problems according to standardized procedures while maintaining a courteous manner.
• Asks appropriate questions and gathers information to determine customer needs.
• Use keyboarding to enter data into database, timekeeping and quality systems.
• Ability to access and navigate through multiple applications.
• Multi-task and use critical thinking skills to resolve client and caller issues in an effective and efficient manner.
• Able to withstand extended periods of time logged into the phone.

• Assisted the clients in understanding their needs and requirements regarding their care. Planned and designed nutrition of patients as per their condition. Looked after eating habits and arranged for diet/menu as prescribed by the doctors. Completed cleanliness and healthfulness of the patients and their environment in the best possible manner. Assisted with patients in outside traveling such as medical appointments.

• Expedite orders to ensure on time delivery. Coordinate delivery of expedited shipments as needed with CSR's and warehouses. Analyze and monitor open orders requirements daily to avoid critical shipment delays. Completed daily reports for sales.