Latonya Thaxter
Lithonia,GA
Summary
Dedicated Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
10
10
years of professional experience
Work History
Patient Access Representative
Grady Memorial Hospital
09.2022 - Current
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Managed Patient DAR of 150 or more daily
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Reduced financial loss through diligent monitoring of outstanding balances and proactive collection efforts with patients and insurers.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
Customer Service Representative
Logisticare/ Modivcare
07.2019 - 11.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait time
- Managed approximately 50 incoming calls daily
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Schedule, modify and cancel reservations as requested.
Member Service Representative
BroadPath Healthcare
01.2018 - 02.2019
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Receive and respond to 30 telephone inquiries from members regarding eligibility, benefits and authorization of services.
- Responsible for verifying member coverages, benefit types, eligibility dates, and claim payment/statuses for providers Review Documents for Error and update data.
- Estimate member's out of pocket expenses for select procedures or services and explain member copayments.
- May be required to make outbound calls to assist members in coordinating care
- Document all call information per approved operating procedures
- Use tools and problem-solving skills to identify caller needs, including potential crisis calls, and route calls to appropriate resource per standard operating procedures
- Identify and employ alternative approaches to communicate with callers when encountering barriers and escalate as needed
- Take payments for premiums
- Exceptional customer focus and customer relations skills
- Dedicated to client satisfaction and acts with customers in mind
- Quality performance and results driven
Member Service Representative
Morneau Shepell
06.2014 - 09.2018
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Managed 30-50 incoming calls, emails and faxes per day.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Reviewed and discussed customers insurance plans.
Education
High School Diploma -
King Martin Luther High School
Philadelphia, PA06.1988
Diploma - Medical Secretary
Pennco Tech
Bristol, PA07.1999
Skills
- Pre-Admission Requests
- EPIC
- Patient Registration
- Registration and Admissions
- HIPAA Compliance
- Insurance Verification
- Appointment Scheduling
- Call Center
Timeline
Patient Access Representative
Grady Memorial Hospital
09.2022 - Current
Customer Service Representative
Logisticare/ Modivcare
07.2019 - 11.2023
Member Service Representative
BroadPath Healthcare
01.2018 - 02.2019
Member Service Representative
Morneau Shepell
06.2014 - 09.2018
High School Diploma -
King Martin Luther High School
Diploma - Medical Secretary
Pennco Tech