LATONYA KEYS
Oceans Behavioral Hospital
Odessa,TX
8
years of professional experience
Customer-focused healthcare and service professional with 5+ years of experience supporting customers, patients, providers, and insurance partners in high-volume environments. Skilled in identifying customer needs, coordinating services, resolving billing and payment concerns, explaining coverage and costs, de-escalating issues, and following through to resolution. Experienced in payment reconciliation support, account and insurance verification, prescription services, electronic records, and HIPAA-compliant documentation. Proven ability to deliver accurate, dependable service across phone, remote, hybrid, and in-person workflows.
Work History
Behavioral Health Case Manager
2 Years 5 Months- Acted as the primary point of contact for patients and insurance companies, identifying needs, answering questions, coordinating services, and following issues through resolution.
- Reviewed and updated customer demographics, insurance information, service details, and medical records in WellSky, ensuring accurate and timely support for patient care.
- Collaborated with insurance partners to resolve coverage concerns, obtain approvals, and address denials while clearly communicating next steps to customers and internal teams.
- Documented customer interactions, service requests, coverage updates, and resolutions accurately in HIPAA-compliant systems.
- Trained new staff on customer service expectations, registration workflows, and insurance verification, enhancing patient access procedures.
Pharmacy Technician
2 Years- Managed 75+ inbound and outbound customer contacts per shift, facilitating communication between patients, providers, and insurance companies regarding prescriptions, coverage, refills, pricing, and service needs.
- Resolved billing and payment concerns by reviewing account information, insurance responses, copays, pricing, and transaction discrepancies, providing clear explanations of available payment options to customers.
- Supported payment reconciliation activities by comparing customer balances, insurance information, and pharmacy transaction records to identify and resolve discrepancies.
- Trained pharmacy technician trainees on customer service standards, company policies, medication safety, and accurate transaction handling to ensure compliance with confidentiality requirements.
Pharmacy Technician
1 Year 11 Months- Supported customers in hybrid environment by efficiently handling prescription requests, service questions, insurance concerns, and pharmacy needs remotely and on-site.
- Identified customer needs, processed prescription requests, and coordinated with providers and insurers while clearly explaining medication, coverage, and pickup information.
- Supported customers in a hybrid environment by handling prescription requests, service questions, insurance concerns, and pharmacy needs both remotely and on-site.
- Used active listening and de-escalation techniques to resolve concerns involving prescriptions, insurance, wait times, and service expectations while maintaining a positive customer experience.
- Monitored inventory and product availability to ensure timely access to needed medications and supplies for customers.
- Operated in a hybrid work environment to support customer needs remotely and on-site.
Customer Service Representative
1 Year 4 Months- Registered new customers and verified account and prescription information to ensure accurate data entry into pharmacy systems.
- Assisted customers with product and prescription needs and coordinated with pharmacy team members to maintain service efficiency during high-volume periods.
- Processed customer transactions and resolved payment or service concerns to enhance customer satisfaction and encourage repeat business.
Education
Pharmacy Technician - Vocational School Certificate
High School Diploma
Skills
Customer Service & Support
Customer Needs Assessment
Service Coordination & Fulfillment
Issue Resolution & De-escalation
Billing & Payment Support
Payment Reconciliation
High-Volume Phone Support
Account & Insurance Verification
Data Entry & Documentation
Prescription & Patient Support
Prior Authorizations & Coverage
Microsoft Office
WellSky EHR
HIPAA Compliance
Remote & Hybrid Work
Customer Support: Experienced in identifying customer needs
explaining options
coordinating services
resolving concerns
and following through to completion.
Billing & Payment Support: Experience addressing copays
pricing
insurance coverage
payment questions
billing discrepancies
and reconciliation-related account review.
Service Coordination: Coordinated prescription
insurance
provider
and patient needs to help customers receive the appropriate service or product as efficiently as possible.
High-Volume Communication: Managed frequent inbound and outbound contacts with customers
patients
providers
pharmacies
and insurance companies while maintaining professionalism and accuracy.
Systems & Documentation: WellSky EHR
Microsoft Office
pharmacy and healthcare data systems
accurate data entry
and HIPAA-compliant documentation.
Training & Team Support: Trained new staff and pharmacy technician trainees on workflows
customer service expectations
safety requirements
and accurate service delivery.
Personal Information
Title: Customer Service & Healthcare Operations
Timeline
Behavioral Health Case Manager
Oceans Behavioral Hospital
01.2024 - 06.2026Read More
Pharmacy Technician
H-E-B
10.2021 - 10.2023Read More
Pharmacy Technician
Luker Pharmacy
11.2019 - 10.2021Read More
Customer Service Representative
Walgreens
07.2018 - 11.2019Read More
High School Diploma
Read More
Virginia College
Pharmacy Technician - Vocational School Certificate
Read More