Latoya Portis
Wheeling,WV
Summary
Multifaceted professional with 8+ years of experience spanning healthcare advocacy, IT support, and customer service. Proven ability to resolve complex issues, support technical infrastructure, and enhance patient experiences. Highly adaptable with strong communication, leadership, and troubleshooting skills. I am currently pursuing a Business Administration degree with a concentration in Management Information Systems to expand technical and project management expertise.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Patient Advocate
WVU Medicine – Wheeling Hospital (HVI)
09.2024 - Current
- Liaise between patients, families, and clinical staff to resolve grievances and improve quality of care.
- Assist patients in navigating insurance, financial aid, and charity care options.
- Coordinate support for patients with chronic or complex conditions to ensure continuity of care.
Member Advocate
The Health Plan
11.2023 - 08.2024
- Educated members on benefits, coverage, and claims, reducing confusion and call escalations.
- Collaborated with internal teams and providers to streamline member services.
- Documented interactions and ensured follow-up on unresolved issues.
Client Computing Support Specialist
Bridgestone Americas
02.2022 - 08.2023
- Reduced incoming support tickets by 65% through effective customer training and product education.
- Resolved 85% of technical issues within 2 hours, including hardware and software troubleshooting.
- Supported system rollouts, endpoint security, and internal technical escalations.
Service Desk Analyst
Akron Children's Hospital
03.2021 - 01.2022
- Resolved over 200 service incidents per quarter, achieving 85% customer satisfaction.
- Built and maintained a knowledge base, reducing ticket resolution time by 50%.
Education
Bachelor of Science - Business Administration
West Virginia University
Morgantown, WV01.2027
Associate of Applied Science - undefined
The University of Akron
Akron, OH01.2014
Skills
- Technical Support & IT Operations
- Incident Management & Troubleshooting
- Hardware & Software Support (PCs, VoIP, Mobile Devices)
- System Administration (Windows, Active Directory, Citrix)
- Ticketing Systems (ServiceNow, Jira, Zendesk)
- SQL Database Queries & Reporting
- Healthcare Systems & Advocacy
- Epic Systems (EHR/EMR Support)
- HIPAA Compliance & Patient Confidentiality
- Healthcare Navigation & Patient Rights Education
- Project & Process Management
- Scrum Methodology (Certified ScrumMaster)
- ITIL 4 Practices (Certified)
- Business & Administrative Tools
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Customer Relationship Management (CRM) Software
- Report Generation & Data Analysis
- Communication (Verbal & Written)
- Conflict Resolution & Problem-Solving
- Leadership & Team Coordination
- Adaptability in Fast-Paced Environments
Certification
- Certified ScrumMaster (CSM) – Scrum Alliance, 2023
- ITIL 4 Foundation Certification – Axelos, 2022
- ServiceNow Fundamentals
- HIPAA Compliance Training
- Microsoft Excel Advanced
Timeline
Patient Advocate
WVU Medicine – Wheeling Hospital (HVI)
09.2024 - Current
Member Advocate
The Health Plan
11.2023 - 08.2024
Client Computing Support Specialist
Bridgestone Americas
02.2022 - 08.2023
Service Desk Analyst
Akron Children's Hospital
03.2021 - 01.2022
Associate of Applied Science - undefined
The University of Akron
Bachelor of Science - Business Administration
West Virginia University