Latoya
Summary
Professional with experience in healthcare support, skilled in managing patient interactions and administrative tasks. Known for strong collaboration with teams, adapting to changing needs, and consistently achieving results. Proficient in scheduling, patient communication, and problem-solving, with focus on delivering quality service and ensuring patient satisfaction. Reliable and flexible, contributing effectively to team goals and patient care excellence.
Overview
9
9
years of professional experience
Work History
Patient Service Representative Supervisor
US Radiology
04.2023 - Current
- Manage inbound and outbound customer communication efficiently.
- Identify, evaluate and prioritize caller needs, questions and concerns
- Address client inquiries, focusing on health plan benefits and service details.
- Formulate plans of resolution and respond appropriately and efficiently.
- Data entry
- Assist members with health plan selection and policy clarification.
- Recommended resolutions to the callers in accordance with standard protocol.
- follow up on escalated issues.
- Provide resolution for billing issues, enhancing customer satisfaction.
- Meet or exceed established call center metrics, attendance standards and quality levels
- Maintain comprehensive records of customer interactions and transactions for reference and quality assurance.
- Contribute to the improvement of customer service processes and strategies.
- Collaborate with healthcare providers and cross-functional internal teams to streamline service delivery.
- Exhibit strong customer service skills by effectively interacting with diverse populations.
- Facilitate positive customer service experiences to support optimal member health outcomes.
- Adhere to company policies and maintain consistent performance standards, contributing to team objectives.
- Implemented feedback systems to identify service gaps and improve overall patient experience.
- Coordinated scheduling to optimize staff availability and reduce patient wait times.
- Monitored performance metrics to ensure adherence to quality standards and operational goals.
- Analyzed customer feedback data to drive strategic improvements in service delivery.
- Facilitated conflict resolution among team members, fostering a collaborative work environment.
- Developed training programs for new staff, focusing on company protocols and best practices.
- Led customer service team to enhance patient satisfaction and streamline communication processes.
Customer Service Team Lead
Benchmark Physical Therapy
01.2019 - 03.2022
- Addressed customer inquiries across various communication platforms.
- Provided clear and empathetic assistance on products, services, and account concerns.
- Handled complaints with professionalism, maintaining poise under pressure to preserve a high standard of customer service.
- Achieved a customer satisfaction rating of 100%.
- Demonstrated and sustained excellence performance targets.
- Conducted training sessions for newcomers.
- Improved team efficiency and encouraged the integration of industry best practices.
- Demonstrated excellent customer service skills.
- Worked with people of different ethnic and social backgrounds.
Customer Service Representative
01.2017 - 01.2019
- Acquired and applied comprehensive knowledge of HME products, services, and insurance protocols to ensure eligibility and maximize reimbursement.
- Enhanced team performance through active participation, mentoring peers, and contributing to the creation of internal reference materials.
- Fostered collaborative relationships with cross-functional teams to achieve organizational objectives and improve operational efficiency.
- Ensured data integrity by meticulously entering and updating patient and insurance information in the company database.
- Upheld strict patient confidentiality standards and adherence to HIPAA regulations while completing mandatory compliance training.
- Demonstrated ability to work with all levels of leadership and management to resolve internal and external concerns.
- Ability to enter a high volume of data.
- Document all call information according to standard operating procedure
Education
Bachelor of Science -
Tennessee University
Skills
- Problem Solving
- Empathy
- Outlook
- Microsoft Office Suite
- Experience working remotely
- Stays updated on company, industry, and regulatory changes
- Conflict Resolution
- Product Knowledge
- Effective Communication
- Computer Literacy
- Time Management
- Promote a culture of diversity and inclusion
- Multitasking
- Data Entry
- Computer proficiency
- Office Suite
- Patience
- Appointment scheduling
- Insurance verifying
- HIPAA compliance
- Customer service
- Appointment reminders
- Phone and email etiquette
- Problem-solving
- Medical filing
- Multitasking and organization
- Front desk supervision
- Routing lab results
- Medicaid
- Onsite tours
- System updates
- Data entry proficiency
- Patient intake
- Medical terminology
- Eligibility determination
Timeline
Patient Service Representative Supervisor
US Radiology
04.2023 - Current
Customer Service Team Lead
Benchmark Physical Therapy
01.2019 - 03.2022
Customer Service Representative
01.2017 - 01.2019
Bachelor of Science -
Tennessee University
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