LaToya Grimsley
Greenwood,IN
Summary
Experienced Healthcare Administration and Patient Access Specialist with over 6 years in patient intake, scheduling, insurance verification, and CRM case management. Effectively resolves high-volume inquiries, ensures accurate documentation in EMR/CRM systems, and optimizes workflows to enhance operational efficiency.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Humana
01.2024 - Current
- Processed specialty medication orders for patients and healthcare providers.
- Participated in training programs designed to increase knowledge base of pharmacy regulations.
- Managed high-volume inbound calls to assist customers with inquiries.
- Resolved customer complaints through effective communication and problem-solving skills.
- Documented customer interactions accurately in the company database.
Phlebotomist & Outpatient Registration
Williamson Health
Franklin, TN
09.2021 - 05.2025
- Register 50+ patients daily, verifying demographics/insurance, collecting copays, and securing authorizations to reduce wait times by 15% and maintain throughput.
- Perform venipuncture and specimen handling with accurate labeling and chain-of-custody; reinforce safety and infection-control standards.
- Use calm, clear communication to reduce anxiety and improve patient satisfaction; recognized multiple times for professionalism and bedside manner.
- Maintain workstation readiness and manage supply inventory, preventing delays during peak hours.
Paramedical Examiner (PRN/Contract)
Quest Diagnostics
Nashville, TN
12.2022 - 05.2025
- Conduct medical histories, vitals, and specimen collections for insurance assessments; ensure documentation accuracy and compliance.
- Educate clients on procedures and next steps; uphold professionalism and privacy during in-home and onsite visits.
Help Desk Team Lead
NovaConnect Solutions
Dallas, USA
09.2019 - 08.2024
- Led day-to-day call center operations for a 15-member team: scheduling, queue monitoring, and escalation management to meet SLAs.
- Maintained knowledge base and reporting dashboards; identified trends that reduced repeat contacts by 10% within six months.
- Coached agents on de-escalation, documentation quality, and first-contact resolution; improved CSAT scores and reduced handle time variability.
Customer Service Supervisor (Concurrent Contract)
Mobistaffing
, Remote
08.2020 - 10.2022
- Supervised and trained 10+ remote agents across departments; standardized workflows and documentation practices.
- Customized Salesforce (views, reports, automations) to improve visibility and reduce manual processes.
- Managed high-volume phone/email queues of 100+ daily contacts with 90%+ satisfaction, ensuring accurate case notes and timely follow-through.
Data Entry & Account Administrative Representative
DataVant
, Remote
07.2019 - 08.2020
- Entered, validated, and updated sensitive healthcare/client data from multiple sources; performed QA to preserve data integrity.
- Generated recurring reports and assisted with system backups to support compliance and audit readiness.
Customer Service Representative
Acentra Healthcare
01.2017 - 06.2019
- Resolved patient and provider inquiries via phone/email/chat; documented cases in CRM for continuity and QA.
- Assisted patients with claims, billing, and appointment coordination with empathy and clarity.
Education
Associate of Science - Criminal Justice
Harrison College
Indianapolis, INMedical Assistant Certification -
Fortis College
Dothan, ALSkills
- Clinical documentation
- Patient assessment
- Patient care coordination
- Patient registration
- Benefits eligibility
- Prior authorizations
- Insurance verification
- Billing questions
- HIPAA compliance
- EMR documentation
- Data management
- Salesforce
- Zendesk
- Remote tools & CRM systems
- Microsoft 365
- Zoom
- LiveChat
- Customer service
- Multichannel support
- De-escalation
- Service recovery
- Empathetic communication
- Reporting
- Workflow optimization
- Workflow optimization
Certifications And Technical Skills
- HIPAA compliance and patient privacy training
- CPR certified
- EMR: Epic, Cerner, eClinicalWorks (familiarity)
- Remote-ready with experience in secure communications and confidentiality
Personal Information
Available: 07/2026
Timeline
Customer Service Representative
Humana
01.2024 - Current
Paramedical Examiner (PRN/Contract)
Quest Diagnostics
12.2022 - 05.2025
Phlebotomist & Outpatient Registration
Williamson Health
09.2021 - 05.2025
Customer Service Supervisor (Concurrent Contract)
Mobistaffing
08.2020 - 10.2022
Help Desk Team Lead
NovaConnect Solutions
09.2019 - 08.2024
Data Entry & Account Administrative Representative
DataVant
07.2019 - 08.2020
Customer Service Representative
Acentra Healthcare
01.2017 - 06.2019
Associate of Science - Criminal Justice
Harrison College
Medical Assistant Certification -
Fortis College