LaTonya Douglas
Summary
Customer Service Representative with 16 years background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Representative
UnitedHealth Group
09.2023 - Current
- Verify insurance claim coverage and identify necessary documentation for processing
- Assist customers with benefit inquiries, billing questions, and treatment authorizations, ensuring accurate record-keeping
- Resolve customer issues promptly while maintaining high service standards through immediate or precise follow-up
- Collaborate with customers and healthcare providers to clarify and resolve issues, consistently meeting targets for efficiency, accuracy, and customer satisfaction
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Developed positive relationships with customers through friendly interactions.
- Evaluated and processed insurance claims according to company policies and industry standards.
- Processed claims for payment or forwarded to appropriate personnel for further investigation
- Processed a high volume of claims efficiently while maintaining quality standards.
Customer Service Representative
Lincare Holdings
Monroe, LA
06.2023 - 09.2023
- Coordinated with healthcare professionals to ensure seamless patient care, acting as a primary liaison for chronic care patients
- Managed the full cycle of patient orders, from submission through to fulfillment, collaborating with clinical, sales, and service teams to ensure timely and accurate service delivery
- Analyzed patient data to recommend enhancements to management, contributing to the improvement of patient services and support
Customer Service Representative
Teleperformance
07.2021 - 05.2023
- Provided customer consultation to align banking services, such as loans and credit cards, with client needs, ensuring personalized account management and satisfaction
- Resolved a range of banking service issues, enhancing customer experience and maintaining account integrity
- Supported business growth by presenting financial products to existing and prospective clients, coupled with effective referral of specialized inquiries to financial experts
Customer Service Representative
Mortgage Contracting Services (MCS)
11.2016 - 10.2021
- Managed incoming work orders, coordinating maintenance tasks like repairs and lawn care, and delegated tasks to appropriate parties while ensuring transaction accuracy through multiple computer systems
- Resolved customer inquiries and issues by utilizing various resources and records, maintaining a high level of service quality and client satisfaction
- Produced, revised, and disseminated complex documentation, ensuring precision and adherence to both client and company standards
- Monitored and reviewed work queues to guarantee timely completion of property preservation activities in accordance with client requirements and organizational policies
Cashier
WAL-MART
02.2008 - 06.2016
- Maintained a clean and orderly store environment by efficiently organizing merchandise and cleaning various areas to enhance customer experience
- Supported visual merchandising efforts through the effective stocking, facing, and display setup of products, ensuring accessibility and aesthetic appeal
Education
Associate of Occupational Studies - Medical Assisting
McCann School of Business & Technology
Monroe, LA07.2016
Skills
- 35 WPM
- Cash
- Customer Service
- Receptionist
- Retail Sales
- Databases
- Vital Signs
- Microsoft Outlook
- Medical Office Experience
- Phlebotomy
- Data Entry
- Medical Billing
- Insurance Verification
- Patient Care
- Venipuncture
- Transcription
- Laboratory Experience
- Hospital Experience
- Triage
- Medical Records
- Medical Scheduling
- Medical Terminology
- Medical Coding
- Phone Etiquette
- Icd-10
- Computer Operation
- Anatomy Knowledge
- CPT Coding
- Experience Administering Injections
- ICD Coding
- Cna
- Typing
Certification
- Medical Assistant, None
- Medical Coding Certification, None
- Medical Billing Certification, None
Timeline
Customer Service Representative
UnitedHealth Group
09.2023 - Current
Customer Service Representative
Lincare Holdings
06.2023 - 09.2023
Customer Service Representative
Teleperformance
07.2021 - 05.2023
Customer Service Representative
Mortgage Contracting Services (MCS)
11.2016 - 10.2021
Cashier
WAL-MART
02.2008 - 06.2016
Associate of Occupational Studies - Medical Assisting
McCann School of Business & Technology