LATOYA ECHOLS
Orangeburg,SC
Summary
Knowledgeable and dedicated Patient Support Agent with fifteen plus years of extensive experience in the healthcare arena, data entry, claims, patient access, customer relations, and customer service support industry, Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Patient Intake Representative
Cigna/EviCore Healthcare
WFH-Remote
09.2022 - 10.2023
- Served as the main point of contact for inbound callers and managed their benefits needs from start to finish
- Handle incoming customer service inquiries from patients, prescribers, insurance companies, external partners, or internal partners.
- Assist the callers by helping them understand the need for additional information to complete the benefits investigation process, or transfer of the case to the pharmacy partner.
- Captured and entered necessary demographic and medical information in order to build patient case file
- Provided status updates and served as a liaison to clinical staff when needed
- Promptly transferred review of services calls which cannot be completed via the formal script to a Clinical First Level Reviewer or Medical Reviewer for completion
- Work with sites, patients and physician’s offices to investigate and resolve any pre-certification questions or concerns and preempt unanticipated issues.
- Worked flexible hours across night, weekend, and holiday shifts.
- Worked closely with insurance companies to verify coverage and inform patients about any out-of-pocket expenses.
Inventory Control Specialist
MarleyLilly
Greer, SC
12.2019 - 01.2022
- Created reports detailing inventory costs, deliveries and usage.
- Addressed internal supply problems head-on and developed creative solutions to prevent delays and missed targets.
- Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
- Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors to obtain replacements or refunds.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Managed inventory storage in clean and organized fashion.
- Unloaded shipments, reviewed merchandise and tracked paperwork
Customer Care Specialist/Claims Processing
Concentrix, A SYNNEX Corporation
Greenville, SC
04.2017 - 10.2019
- Assist customers in understanding and determining factors of coverage and payments related to accidental, term, and whole life policies, and claims.
- Answered average of 80 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Promptly answer incoming calls and other contact channels with standard professional department welcoming and appropriate scripting.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards. Reviewed applications and supporting documents to verify claims eligibility and accuracy. Responded to customer inquiries, providing detailed explanations of insurance policies and claims processes.
- Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.
- Conducted risk evaluations on claims settlement proposals to encourage sound decision-making regarding settlement offers.
- Verified client information by analyzing existing evidence on file. Calculated adjustments, premiums and refunds.
Medication Technician/Caregiver
Brookdale Assisted Living Facility
Greenville, SC
03.2017 - 12.2019
- Entrusted to handle confidential and sensitive situations in professional matter.
- Assist residents with activities of daily living (ADLs), such as bathing, dressing, and medication Provided immediate support and care for 20 Alzheimer's and Dementia patients.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Scheduled daily and weekly care hours for client caseload.
- Charted daily information such as mood changes, mobility activity, eating, and daily outputs. Promoted continuity of care by accurately and completely communicating to other caregivers on status of patients for which care is provided.
- Provided compassionate and patient-focused care to cultivate well-being. Performed household tasks such as laundry, dusting and vacuuming. Facilitated games and other activities to engage clients.
- Unpacked, sorted, counted, and labeled all incoming medications to keep optimum inventory levels.
- Reviewed patient progress to document effects of any prescribed medication.
Licensed Health & Accidental Insurance Agent
Qualfon (Blue Cross Blue Shield Of Alabama)
Orangeburg, South Carolina
09.2015 - 02.2017
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Scanned. received and sent faxes to insurance clams, co-pay assistance information and patient documentation.
- Reviewed stop-loss reporting to customer accounts and complied with policies and procedures for release of information.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Collected premiums on or before effective date of coverage.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Managed over 70+ customer calls per day.
Prior Authorization Representative
Blue Cross Blue Shield South Carolina
Columbia, South Carolina
07.2015 - 02.2017
- Assist with medical necessity documentation to expedite approvals and ensure that appropriate follow-up is performed.
- Consult with supervisor or nurse manager to obtain clearance for treatment regimens considered medically necessity.
- Process referrals and submit medical records to insurance carriers to expedite prior authorization processes.
- Manage over 100-plus correspondences with insurance companies, physicians, specialists, and patients as required.
- Secure patients' demographics and medical information by using great discretion and ensuring that all procedures are in sync with HIPPA compliance and regulation.
- Verified eligibility and compliance with authorization requirements for service providers.
- Serve as the client liaison for all incoming intake calls to the organization, answering all calls within established guidelines in a welcoming, energetic manner.
- Schedule initial intake appointment utilizing EMR.
Dietary Aide/Dietitian Nutritionist
Methodist Oaks
03.2014 - 07.2015
- Served meals to residents in accordance with established schedules and dietary procedures.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Assisted in maintaining dry storage areas and handling unpacking, dating and rotating of food and non-food supplies as directed.
- Reported and documented resident changes in consumption or behaviors.
- Maintained strict levels of cleanliness for tables, floors and prep areas.
- Increased aide productivity by working closely with staff to redesign cleaning protocols, processes and workflows.
- Educated clients about long-term health benefits of balanced diets and exercise programs.
- Assessed individual nutritional risk and status by interviewing patients and reviewing medical charts.
Medication Technician/Officer
Orangeburg-Calhoun Regional Detention Center
01.2012 - 03.2014
- Communicated with nurse and treatment center personnel to provide information about medical situations and receive instructions for further treatment.
- Updated over 400 patient charts with data such as medications to keep records current and support accurate treatments.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Reviewed patient progress to document effects of any prescribed medication.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Interacted with patients and monitored vital signs during time of admission to report details to registered nurse.
- Unpacked, sorted, counted and labeled all incoming medications to keep optimum inventory levels..
- Transported patients to operating and treatment rooms by using wheelchairs and wheeled carts.
Certified Correctional Officer
Orangeburg-Calhoun Regional Detention Center
12.2006 - 03.2014
- Led intake and processing of inmates by handling paperwork, searches, interviews and fingerprinting.
- Received and accounted for personal possessions and determined inmate work assignments.
- Conducted routine and emergency head counts.
- Prepared, processed and maintained forms, reports, logs, records and activity journals.
- Observed and supervised 80+ inmates throughout visits, meal time, recreation, phone calls and showers. Tracked inmates through head counts, visitor logs and scheduled activities.
- Escorted inmates to and from cells, court, hospitals and medical appointments.
- Notified victims of upcoming inmate releases.
Health Promotion Specialist
Sumter Senior Living
01.2003 - 05.2005
- Entrusted to handle confidential and sensitive situations in professional matter.
- Assist residents with activities of daily living (ADLs), such as bathing, dressing, and medication Provided immediate support and care for 20 Alzheimer's and Dementia patients.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Scheduled daily and weekly care hours for client caseload.
- Charted daily information such as mood changes, mobility activity, eating, and daily outputs. Promoted continuity of care by accurately and completely communicating to other caregivers on status of patients for which care is provided.
- Provided compassionate and patient-focused care to cultivate well-being. Performed household tasks such as laundry, dusting and vacuuming. Facilitated games and other activities to engage clients.
Data Entry Operator
Intermedia Marketing Solutions
Orangeburg, SC
07.1999 - 05.2002
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Executed data verification to detect errors.
- Documents completed work in appropriate logbooks.
- Gathered data from multiple sources and programs.
- Reviewed completed work for compliance with regulations.
- Added documents to file records and created new records to support filing needs.
- Managed workflow scheduling, data entry and accuracy verification for large data projects.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
Customer Service Representative
Intermedia Marketing Solutions
Orangeburg, SC
05.1999 - 01.2002
- Responded to inquiries by answering questions, providing information and directing customers to appropriate resources using accurate and courteous responses to customers.
- Prioritize and adjust individual workload to ensure departmental goals are met
- Updated account information to maintain customer records.
- Maintained up-to-date knowledge of product and service changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Accurately document, research and resolve all inquiries ensuring documentation is clear and complete.
- Adhere, keep updated and utilize all company guidelines, policies and procedures
Education
Masters of Science - Health Care Services Administration: Clinical Management
Strayer University
Greenville, SC12.2021
Bachelor of Science - Health Science; Minor, Recreation Administration
Morris College
Sumter, SC05.2005
High School Diploma -
Orangeburg-Wilkinson High School
Orangeburg, SC06.2001
Skills
- Patient confidentiality
- EMR Systems
- HIPAA and compliance
- Detailed-Oriented
- Insurance billing
- Sound judgment and decision making
- Effective verbal communication skills to prioritize multiple tasks and to be available for incoming calls and inquires
- Excellent interpersonal and rapport building skills
- Accuracy and attention to detail
- Research and work within several computer applications simultaneously
- Medical terminology
- Solid communication skills (including verbal, written and listening skills)
- Data Entry Proficiency
- Organizational Skills
- Microsoft Office applications including Microsoft Word, Excel, and Outlook
Certification
Licensed Health & Accidental Insurance Agent (2015-2019)
National Certified CPR, AED, Basic First Aid Instructor (2011-2014)
Timeline
Patient Intake Representative
Cigna/EviCore Healthcare
09.2022 - 10.2023
Inventory Control Specialist
MarleyLilly
12.2019 - 01.2022
Customer Care Specialist/Claims Processing
Concentrix, A SYNNEX Corporation
04.2017 - 10.2019
Medication Technician/Caregiver
Brookdale Assisted Living Facility
03.2017 - 12.2019
Licensed Health & Accidental Insurance Agent
Qualfon (Blue Cross Blue Shield Of Alabama)
09.2015 - 02.2017
Prior Authorization Representative
Blue Cross Blue Shield South Carolina
07.2015 - 02.2017
Dietary Aide/Dietitian Nutritionist
Methodist Oaks
03.2014 - 07.2015
Medication Technician/Officer
Orangeburg-Calhoun Regional Detention Center
01.2012 - 03.2014
Certified Correctional Officer
Orangeburg-Calhoun Regional Detention Center
12.2006 - 03.2014
Health Promotion Specialist
Sumter Senior Living
01.2003 - 05.2005
Data Entry Operator
Intermedia Marketing Solutions
07.1999 - 05.2002
Customer Service Representative
Intermedia Marketing Solutions
05.1999 - 01.2002
Masters of Science - Health Care Services Administration: Clinical Management
Strayer University
Bachelor of Science - Health Science; Minor, Recreation Administration
Morris College
High School Diploma -
Orangeburg-Wilkinson High School