Latoya Mcgraw
Cleveland, Ohio, United States,OH
Summary
PROFILE SUMMARY: Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach.
Overview
3
3
years of professional experience
Work History
Healthcare Customer Service Representative
Nexrep LLC
07.2022 - 12.2022
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Took copayments and compiled daily financial records.
- Used Acuity scheduling to schedule appointments.
- Built and maintained positive working relationships with patients and staff.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
Customer Service Representative
Connexus LLC
12.2021 - 11.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Enhanced productivity levels by anticipating needs and delivering outstanding support
Customer Support Specialist
Millennial Services LLC
03.2022 - 07.2022
- Responding to customer queries in a timely and accurate way, via phone, email or chat
- Identified customer needs and helped customers use specific features
- Updated the internal database with information about technical issues and useful discussions with customers
- Monitored customer complaints on social media and reached out to provide assistance
- Shared feature requests and effective workarounds with team members
- Informed customers about new features and functionalities
- Followed up with customers to ensure their technical issues were resolved.
Technical Support Representative
Startek Inc
08.2021 - 12.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Assisted with updating technical support best practices for use by team.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Managed high levels of call flow and responded to internet technical support needs.
Unemployment Claims Processor
Alorica, Remote
06.2020 - 08.2021
- Made claims for unemployment insurance benefits by questioning claimants regarding employment history.
- Verified accuracy of wage and employer information with claimants.
- Informed claimants of maximum and weekly benefit amount, basis for computation of benefits, length of claim, maximum allowable earnings and rights and responsibilities while collecting benefits
- Reviewed pay orders completed by claimants receiving benefits on a continuous basis for completeness and reported earnings during benefit week.
- Referred claims for eligibility determination to claims deputies.
- Entered data on computer terminal, verified claim and benefit payment information.
- Completed and processed forms to stop payment on lost checks, correct computerized claimant information, and recover overpayment of benefits due to revised benefit amount, unreported wages, or duplicate checks issued.
- Utilized specialized software to process incoming claims, enter data and generate reports.
- Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
Education
High School Diploma -
East Technical High School
Cleveland, OH06.2004
Skills
- Patient Registration
- Collection Management
- Document Filing
- Payment Collection
- Patient Intakes
- Medical History Documentation
- Appointment Confirmation
- Call Transfers
- Understanding Customer Needs
- Insurance Verification
- Customer Loyalty
- Multi-Line Telephone Systems
- HIPAA Compliance
Timeline
Healthcare Customer Service Representative
Nexrep LLC
07.2022 - 12.2022
Customer Support Specialist
Millennial Services LLC
03.2022 - 07.2022
Customer Service Representative
Connexus LLC
12.2021 - 11.2022
Technical Support Representative
Startek Inc
08.2021 - 12.2021
Unemployment Claims Processor
Alorica, Remote
06.2020 - 08.2021
High School Diploma -
East Technical High School
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