LATOYA BAGLEY
High Point,NC
Summary
Customer service professional with extensive experience at Inktel Contact Center Solutions, skilled in managing high-volume environments. Proven track record in resolving complex issues and enhancing customer satisfaction through effective communication and critical thinking. Expertise in insurance verification and live chat support, consistently achieving results and fostering strong client relationships.
Overview
18
18
years of professional experience
Work History
Live Chat Agent
Inktel Contact Center Solutions/Remote
Doral, FL
01.2025 - Current
- Assessed customer needs quickly and effectively.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained up-to-date knowledge of product lines, features, pricing plans.
- Escalated unresolved issues to higher levels when necessary.
- Updated system with order specifics and customer details, preferences, and billing information.
Member Service Specialist Medicare/Medicaid/Remote
Focuscares
Woburn, MA
05.2024 - 01.2025
- Promoted high customer satisfaction by resolving problems with knowledgeable, friendly service.
- Processed new policy applications and updated existing policy documents.
- Provided quotes on various types of insurance policies.
- Advised customers on available coverage options that best fit their individual needs.
- Assisted with resolving complex claims or billing disputes in a timely manner.
CSR/Tricare East Human Military/Remote
TEKsystems/Wps Health Solution
Newport, VA
12.2023 - 05.2024
- Processed a high volume of claims efficiently, while maintaining quality standards.
- Processed claims by obtaining the necessary documents and information from policyholders, witnesses, and medical providers.
- Documented all conversations with customers in CRM software according to company standards.
- Researched third party payer guidelines related to prior authorizations, coding and billing processes.
Medicare/Medicaid Representative
Everise
Austin, TX
03.2022 - 12.2023
- Answered incoming calls from Medicare and Medicaid beneficiaries, providing them with information regarding their benefits.
- Processed enrollments for new Medicare members according to established procedures and guidelines.
- Assisted customers in understanding their rights under applicable laws.
- Created documents such as letters, emails, or forms, as needed for customer service purposes.
Customer Service Representative/Remote
Innovative Answering Assistance
05.2021 - 03.2022
- Answered inbound calls to greet and assist customers with various needs and questions.
- Resolved customer inquiries, complaints, and issues, providing insightful solutions.
- Scheduled appointments for customers as required by their needs or concerns.
- Navigated multiple systems to identify the source of the issue.
- Resolved customer inquiries via phone, email, and live chat support.
- Live Chat Assistance: Address customer queries in real-time through dynamic and interactive live chat.
Insurance Verification Specialist
Greensboro Imaging
GREENSBORO, NC
04.2019 - 05.2021
- Collaborate with the billing department to resolve any authorization-related issues, or denials.
- Maintained accurate documentation on all pre-authorization requests, denials and appeals.
- Communicate with healthcare providers, insurance companies, and patients regarding authorization status and requirements.
- Scanned and indexed face sheets, progress notes, and insurance verification forms to update medical information.
Administrative Assistant
Duke Health System
Durham, USA
05.2014 - 04.2019
- Scanned pertinent patient and demographic records, and included them in electronic patient charts.
- Answering and making phone calls, writing, and responding to emails.
- Planning and scheduling appointments.
- Inputting data into Excel spreadsheets and other programs.
- Performing a variety of routine administrative tasks.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
Referral Coordinator
Duke Health System
Durham, NC
02.2012 - 05.2014
- Perform computer operations, including email, a fax server program, electronic medical records, and a revenue collection system.
- Monitor referral status by reviewing unscheduled work lists, and following up appropriately.
- Perform scheduling duties, including processing incoming radiology orders, entering patient demographics, screening patients for safety, and explaining exam preparation or appointment details.
- Managed more than 100 referrals a day.
Patient Service Associate/Radiology Scheduler
Duke Health System
Durham, NC
12.2006 - 02.2012
- Confirmed with customers about appointments, and rescheduled missed appointments.
- Screened and verified patients for identification credentials and the purpose of visit to maintain the security of personnel and the office environment.
- Registered new patients and identified patients.
- Managed more than 100 incoming calls per day.
- Scheduled laboratory tests for referring physicians based on their orders.
Education
High School Diploma -
Southern High School
Durham, NC06-2004
Skills
- Computer literacy
- Medical terminology
- Multi-line phone systems
- OSHA and HIPAA compliance
- Critical thinking
- Attention to detail
- Problem solving
- High-volume call center experience
- Epic
- Live chat support
- Insurance verification
- Effective communication
- Call center experience
- Billing adjustments and refunds
- Inbound and outbound calling
References
References available upon request.
Timeline
Live Chat Agent
Inktel Contact Center Solutions/Remote
01.2025 - Current
Member Service Specialist Medicare/Medicaid/Remote
Focuscares
05.2024 - 01.2025
CSR/Tricare East Human Military/Remote
TEKsystems/Wps Health Solution
12.2023 - 05.2024
Medicare/Medicaid Representative
Everise
03.2022 - 12.2023
Customer Service Representative/Remote
Innovative Answering Assistance
05.2021 - 03.2022
Insurance Verification Specialist
Greensboro Imaging
04.2019 - 05.2021
Administrative Assistant
Duke Health System
05.2014 - 04.2019
Referral Coordinator
Duke Health System
02.2012 - 05.2014
Patient Service Associate/Radiology Scheduler
Duke Health System
12.2006 - 02.2012
High School Diploma -
Southern High School
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