Latoya Lyons
Whitakers,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in health information industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Experience Agent
FocusStaff
Tarboro, NC
12.2020 - 10.2023
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
Senior Customer Support Specialist
Conduent
Remote
12.2019 - 12.2020
- Mentored junior team members, fostering professional growth and development within the department.
- Identified trends in customer feedback, proposing solutions for improvement in product offerings or internal procedures.
- Reduced average call handling time through effective problem-solving techniques and efficient communication skills.
- Collaborated with cross-functional teams to resolve product-related issues promptly, ensuring a seamless customer experience.
Patient Care Coordinator
Alorica Calling Center
Rocky Mount, NC
12.2015 - 01.2019
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
Education
High School Diploma -
Nash Community College
Skills
- Active Listening
- Customer Service
- Patient Care
- Insurance Verification
- HIPAA Compliance
- Customer Retention
- Personal Care
- Communication Skills
Timeline
Customer Experience Agent
FocusStaff
12.2020 - 10.2023
Senior Customer Support Specialist
Conduent
12.2019 - 12.2020
Patient Care Coordinator
Alorica Calling Center
12.2015 - 01.2019
High School Diploma -
Nash Community College