Latonya Jefferson
Minneapolis,MN
Summary
Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring twenty years of relevant work experience to your team.
Overview
25
25
years of professional experience
Work History
Temporary Assignment with Metropolitan Health Plan (MHP)
Robert Half International
01.2014
- Provide customer service via telephone to plan members and providers
- Process monthly enrollment into health plan
- Process return mail for Enrollment Department
- Maintain multiple MS Excel spreadsheets for enrollment and disenrollment statistics
- Transfer and update member records to new software.
Assistant Team Leader/Office Manager
Physicians’ Group, LLC
01.2009
- Managed 6-10 employees at five metropolitan area chiropractic clinics
- Trained new employees in a chiropractic setting
- Scheduled patient appointments with physician (MD), chiropractor, and massage therapist
- Verified patient insurance and coverage plans
- Created and maintained patient medical records using newly implemented EMR system
- Assisted chiropractor and massage therapist with patient treatments
- Provided transportation for patients to and from clinic appointments.
Scheduler - Support Services
North Memorial Health
02.2022 - Current
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
- Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
Principal Office Specialist – Surgery Scheduler
Hennepin Healthcare
01.2020 - 02.2022
- Coordinated the internal and external referral process for surgeries
- Created complex templates for surgeries/scheduling needs
- Scheduled all surgeries and appointments for the patient’s through post-op care
- Coordinated surgeons' schedules with other clerical staff who may schedule other activities for the surgeon
- Developed processes to streamline surgery scheduling
- Maintained databases and prepare statistical reports for surgeons in the clinics
- Created and maintained a filing system for the team
- Performed general program support
- Managed incoming and outgoing correspondence, photocopying and FAXing
- Optimized scheduling and appointment coordination, ensuring smooth daily operations for all team members.
- Demonstrated adaptability by quickly learning new software programs and office tools as required, continuously improving skill set.
Patient Services Coordinator
Hennepin Healthcare
01.2018 - 01.2020
- Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
- Used EPIC to maintain electronic patient files, successfully maintaining over one hundred patient files.
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
- Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.
- Scheduled appointments to enter appointment date and time into computerized scheduler.
- Collected patient co-pay and issued receipt to confirm payment.
Interpreter Account Specialist
Intelligere
01.2016 - 01.2018
- Review appointment request requirements & schedule appropriate interpreters for the requests based on interpreter tier and client focused model
- Establish and maintain effective communication with assigned clients and pool of interpreters
- Build and maintain a solid understanding of the Intelligere client base and their needs, providing a foundation for the most effective matching of interpreters to client appointments
- Communicate via preferred interpreter communication method (email, text, phone) to most effectively and efficiently schedule interpreters to appointments
- Receive and manage a high volume of communications from interpreters
- Enter and modify job requests in the online scheduling system
- Provide high level customer support by clarifying desired information
- When issues arise, research and escalate the issue along with recommendation to the Services Supervisor
- Work on returned jobs: updating client, seeking replacement, and notation
- Update and verify existing client information in database
- Ensure each customer (business, interpreter, consumer) receives outstanding service
- Provide swift and consistent communication with clients, from initial contact through follow-up
- Recommend changes to intake and scheduling procedures
- Communicate and work effectively individually, on team projects, with the full service team on team goals, and with other individuals/teams in the company.
Call Center Representative
Northwest Eye Clinic
01.2015 - 01.2016
- Answering incoming calls, screen, take messages, transfer and provide information as appropriate by using the Call Center Verbiage
- Book, coordinate and reschedule patient appointments
- Take Tasks/Triage and relay necessary messages to staff
- Take Tasks/Contact lens orders and relay necessary messages to staff
- Verify necessary patient demographics, insurance information and update in Centricity Practice Solution
- Assume responsibility for ongoing self-development and training
- Problem identification and resolution
- Provide customer service excellence to our patients and staff.
Receptionist
St. Paul Oral Surgery, P.A.
01.2012 - 01.2014
- Greeted patients and scheduled appointments using OMSVision dental software
- Registered patients and created or updated paper charts
- Maintained office charting system
- Collected co-payments and discuss financial plans with existing and potential patients
- Submitted claims to insurance for payment using both paper and electronic submissions
- Handled accounts payable/receivable
- Ordered office supplies.
Patient Access Liaison I
Allina Health – Allina Contact Center
01.2011 - 01.2012
- Process a high volume of incoming calls (in excess of 5000 monthly) for metropolitan area hospitals and clinics
- Earn consistently high call coaching scores during monthly meetings with supervisor (98-100% call ratings)
- Recognized for high-quality work, organizational strengths and exceptional customer service delivery
- Received “Headset with Heart Award” for outstanding phone support to Allina patients and their providers.
Administrative Assistant/Receptionist
Allina Health – Allina Home & Community Services
01.2009 - 01.2011
- Excelled in providing customer service to visitors and staff of the clinic face-to-face and by phone
- Excelled at performing administrative duties with limited or no supervision
- Including, but not limited to, running weekly staff mileage reports using MS Excel spreadsheet, running laptop usage reports using HomeWorks software program, creating and updating employee identification badges, assigning staff pagers and numbers to new employees
- Maintained all physician and nurse practitioner licenses and practicing credentials
- Ordered office supplies and maintained stock room supplies for entire clinic
- Processed incoming calls (in excess of 1300 monthly) for the clinic
- Trained and supervised the progress of new phone operators.
Lead MRI Secretary
Minneapolis Clinic of Neurology
01.2006 - 01.2008
- Scheduled appointments in the MRI department and with physicians using McKesson scheduling system
- Prepared weekly schedules for four MRI locations
- Generated, updated and maintained patient charts using clinic filing system
- Produced, printed, and distributed MRI hard copy films and CD-ROM images using PACS and Amicas software systems
- Processed and submitted departmental billing to clinic accounting department using CPT/ICD-9 coding system
- Prepared patients for MRI procedure
- Confirmed patient appointments and provided instructions for MRI procedure.
Office Specialist II
Hennepin County Medical Center
01.1999 - 01.2005
- Registered patients in an emergency room setting
- Served customers via telephone and face to face contact
- Admitted emergency and pre-scheduled patients into the hospital
- Verified insurance eligibility using multiple online systems including: Noridian, United HealthCare, Provider Crossroads, PreferredOne, etc
- Trained new employees and supervised their progress.
Education
Temporary Assignment with Metropolitan Health Plan (MHP) -
Robert Half International
Minneapolis, MN12.2014
Administrative Assistant/Receptionist -
Allina Health – Allina Home & Community Services
St. Paul, MN12.2011
High School Diploma -
Brooklyn Center High School
Brooklyn Center, MN06.1998
Skills
- Microsoft Word
- Excel
- PowerPoint
- Access
- Outlook
- Publisher
- Epic/Excellian EMR
- Amicas Image printing software
- PACS
- OMSVision software
- HIPAA Compliance
Accommodations
- Latonya...I would just like to take this opportunity to thank you for the great job you are doing! I really enjoy listening to your calls as you provide an excellent service to all of our callers. ….It is so easy to tell people that you cannot help them....or....just transfer them off to someone else who may have no idea of how to help. With your knowledge of the organization and your desire to help others, you are an excellent example of how all of us can take just a little time for people in order to help make a difference. Keep up the great work!” -Patrick Hustings, ACC Supervisor 2011 Allina eSpot Award Excerpt.
- Latonya does a fantastic job at the front desk. I'm not talking about one thing in particular, but many things, every day: she's always attentive and cheerful; she always welcomes my clients graciously and makes them feel at home, which is a big deal when you're grieving; she's great about letting me know clients have arrived; and I swear, she seems to know everything and everybody when it comes to Allina. In my experience, she goes beyond the scope of her job to help others - employees and visitors both”. – Gretchen Thompson, AHCS Grief Counselor 2010 Allina eSpot Award Excerpt.
- Latonya, Thank you so much for stepping in and helping our team. You have been a wonderful addition. Thanks for everything you do.” – Katherine Stender, OBGYN NP
References
References Furnished Upon Request
Timeline
Scheduler - Support Services
North Memorial Health
02.2022 - Current
Principal Office Specialist – Surgery Scheduler
Hennepin Healthcare
01.2020 - 02.2022
Patient Services Coordinator
Hennepin Healthcare
01.2018 - 01.2020
Interpreter Account Specialist
Intelligere
01.2016 - 01.2018
Call Center Representative
Northwest Eye Clinic
01.2015 - 01.2016
Temporary Assignment with Metropolitan Health Plan (MHP)
Robert Half International
01.2014
Receptionist
St. Paul Oral Surgery, P.A.
01.2012 - 01.2014
Patient Access Liaison I
Allina Health – Allina Contact Center
01.2011 - 01.2012
Assistant Team Leader/Office Manager
Physicians’ Group, LLC
01.2009
Administrative Assistant/Receptionist
Allina Health – Allina Home & Community Services
01.2009 - 01.2011
Lead MRI Secretary
Minneapolis Clinic of Neurology
01.2006 - 01.2008
Office Specialist II
Hennepin County Medical Center
01.1999 - 01.2005
Temporary Assignment with Metropolitan Health Plan (MHP) -
Robert Half International
Administrative Assistant/Receptionist -
Allina Health – Allina Home & Community Services
High School Diploma -
Brooklyn Center High School